AppZen strives to provide world-class customer support through the timely resolution of queries.
AppZen Customer Support Packages
Below is a description of AppZen support packages. The AppZen Standard package is included with Autonomous AP, while the ExpertCare is available for purchase with an extra charge.
If a customer chooses ExpertCare support, AppZen will assign a designated AppZen Customer Success Manager to be part of the customer's extended team, who will seek to understand the customer's goals thoroughly and know the “ins and outs” of their account.
| Support Service | Description | Standard | ExpertCare |
|---|---|---|---|
| Local Business Hours | Support coverage 6 am-6 pm, PST | ✅ | |
| Portal & Email | Support by the portal and email | ✅ | |
| Team Support | Delivery Team Support | ✅ | |
| Online Training | Video & Webinar, Self-Guided Training | ✅ | |
| Release Notes | Access through the support portal | ✅ | ✅ |
| Global 24/5 coverage | Support coverage 24/5 for reported severity issues |
✅ |
|
| Enhanced SLAs | Quick turnaround for support SLAs | ✅ | |
| Portal, email and phone | To support delivery through the support portal, email and phone (phone for severity 1 issues only) |
✅ |
|
| Semi-annual Business Reviews | This includes full-data analysis configuration and tuning recommendation | ✅ | |
| Designated Customer Success Manager (CSM) | CSM provides technical subject matter expertise during local business hours, handles change management, and maintains communication with you on ongoing goals, training, and QBRs. |
✅ |
|
| Customized pre-release training |
CSM-led, pre-release training for your account administrators is customized to your priorities and use cases. |
✅ |
|
| Custom support analysis and report | TAM-led quarterly analysis and report on support cases, including best practices and configuration recommendations. |
✅ |
|
| Priority SLAs | Highest priority SLAs to ensure support tickets are responded to quickly. |
✅ |
|
| Quarterly on-site business reviews | CSM-led QBRs include complete data analysis, configuration, tuning recommendations, and support issue review. |
✅ |
Customer Support Service Contact & Availability
The table below outlines our customer support team's contact information and available times. No matter what your support agreement is, we are committed to promptly providing a resolution.
| Customer Support Service Contact | Customer Support Service Availability |
|---|---|
| Contact Standard support by emailing at -support@appzen.com or visiting https://support.appzen.com/hc/en-us | ExpertCare support is available 24*5. In contrast, Standard support is available Monday to Friday from 6 AM to 6 PM PST, except for U.S. holidays. |
Targeted Resolution of Customer Support Service
The table below outlines the response times for each severity level. No matter what your support agreement is, we are committed to promptly providing a resolution.
| Severity | Criteria | Standard | ExpertCare | Target SLA (Response) | Resolution Target |
|---|---|---|---|---|---|
|
Critical/ Urgent |
|
2 hours | 1-hour/60 mins | 100% | AppZen will continue to work on the problem until the issue is resolved or a reasonable workaround has been provided |
| High | Important features are unavailable and cause a non-critical impact on business activity or a decrease in performance. | 8 hours | 2 hours | 95% | AppZen will continue to work on the problem during regular business hours to provide a correction or workaround |
| Medium | Important features are unavailable, but a workaround is available. It causes a minor impact on business operations. | Two days (48 hours) | 8 hours | 92% |
AppZen will provide an initial response during regular business hours |
| Low | Little or no impact on development activity or business operations. | Five-business days | One-business day | 92% | AppZen will provide an initial response regarding the requested information or documentation during regular business hours |
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