Priority Support and Additional Services
Zynchro is a very straightforward and powerful platform and we are always available via email. However, if you require additional support, whether it be in regard to Zynchro's functionalities and/or content management and presentation development we can help.
If you require Support for Zynchro, Development and Content Management Services the bundle hour rate is a $90.00 and we offer three different maintenance models, to meet all your needs:
- Bucket of hours: Client hires a prepaid number of hours from which requests are deducted. Discounts may apply for pre-payment.
- Fixed monthly retainer: Client hires a fixed number of hours to be used per month. The monthly fee does not change and unused monthly hours can be carried over to the next month (12 months limit).
- Monthly payment by usage: Client pays all used hours at the end of the month.
This option helps reduce or eliminates the client's learning curve if the presentations are very labor-intensive and/or if the project requires any kind of Zynchro customization. All development and testing are done in our facilities by our expert developers and the content is sent per your specifications.
Lastly, if your issue is more advanced and requires the assistance of an Expert Consultant we have a specialized Consultancy Service, as well. The cost for this is $150.00 per 45-minute time block and provides you with one to one time with a highly specialized consultant.
SLA Basic Information.
Error Correction. As for the operation and performance of the Zynchro platform without considering the client's content; trying to resolve any adverse situation as soon as possible, informing about the problem and its resolution after solving the failure or error under the definition of priorities in the following table:
| Priority Level | Definition | Error Response Time | Error Resolution Time |
|---|---|---|---|
| 1 Critical | An event and/or problem that has a significant business impact, or an immediate severe impact to a core business process or an operation that is mission critical to the business. The event and/or problem may render the Applications non-functional. | 1 hour | In the next 4 hours Vendor shall promptly initiate the following procedures: (1) assign its specialists and provide escalated procedures to correct the Error on an expedited basis, and (2) provide ongoing communication to the client on the status of an Error on an hourly basis. |
| 2 High | An event and/or problem that has a major business impact to the client or to a critical operation. The event and/or problem may severely limit the operations of the Applications. | 4 hours | In the next 8 hours Vendor shall promptly initiate the following procedures: (1) assign its specialists and provide escalated procedures to correct the Error on an expedited basis, and (2) provide ongoing communication to the client on the status of an Error on an hourly basis. |
| 3 Medium | An event and/or problem that disrupts the operations of the Applications. A workaround is available and use of the Applications can continue. | 1 day | In the next 2 days Vendor shall (1) assign its specialist to correct the Error, and (2) provide communication to the client on the status of the Error on a daily basis. |
| 4 Low | An event and/or problem that has limited business impact, is not critical in nature, or does not have any significant impact to the client. | 1 day | Next Maintenance Release Vendor shall (1) assign its specialist to correct the Error, and (2) provide communication to the client on the status of the Error on a weekly basis. |
Please note:
- - Tickets are created through our ticketing system and we are available from 9 am to 6 pm CST Monday thru Friday.
- - We do not provide real time telephone support. We are always available via email and also we can provide a callback option.
- - We do not offer support for third-party developments.