This can be used 24 hours a day, 7 days a week, 365 days a year and a support team member will respond within 30 minutes. Sending a request to this email alerts the cell phones of all on call support team members.

When to Use

  • Email: urgentcare [at] zensource.cloud (urgentcare[at]zensource[dot]cloud)
  • In case of a critical site error or site outage,* this email sends an alert to the ZenCloud 24x7x365 urgent support team that will respond within 30 minutes. 
  • The 24x7x365 ZenCloud support team member will contact the client contacts at this time, as well as provide an update as the issue is resolved or a status every 1 hour if it takes longer to resolve.
  • If needed, the ZenCloud support contact will reach out to the on call ZenSource architects should they be needed to further diagnose and resolve.

Request Criteria

  • If a site/application in production is down, the site/application is inoperative; or the operations or productivity are severely impacted with no available workaround.
  • Is a critical security issue. 

Response Time SLA

30 Minutes

Urgent Support

1 Day

Standard Support

1 Hour to 1 Day

Premium Support

cloud

ZenSource Uptime Monitoring

ZenSource guarantees a 99.99% uptime and has proactive outage alerting systems and monitoring in place. In case of a site outage, our 24x7x365 monitoring and uptime support team will be paged and will proactively respond within 30 minutes of notification from our monitoring alert system.

The 24x7x365 support team member will proactively contact the client contacts at this time, as well as provide a an update as the issue is resolved or a status update every 1 hour if it takes longer to resolve.

If needed, the ZenCloud support contact will reach out to the on call ZenSource architects should they be needed to further diagnose and resolve.

Support Quick Links

Urgent Support Premium Support Standard ZenCMS & ZenCloud Support ZenCloud New Hosting Instance Intake Form Support Home