Beyond Security 

Z Services HQ Support Process 

Z Services delivers the highest level of technical support based on industry-best practices and our highly skilled support team. Our support is provided through a variety of means around the clock (24/7) to our customers and partners around the regoin. Our customer support is delivered by experts located in the Middle East and North Africa.

Our dedicated Customer Support Engineers provide personalized assistance to ensure that our customers are getting the most of our service. Our support engineers have a thorough understanding of our services. We have a structured escalation process which ensures that the appropriate Customer Support Engineers are assigned to handle and resolve issues efficiently and effectively.

Support Escalation Matrix

If for any reason, you are not satisfied with the progress of your case, you can escalate the case at any time from the support portal (Escalate a Ticket widget) or calling our support team to follow your case. Support escalation contacts are below, We will assign the proper resources to drive the case to a resolution.

·       Click “Escalate a Ticket”  widget on the support portal home page

Visit https://support.zserviceshq.com/portal/en/kb/articles/escalation-form

 

·       Call Z Services’ Support Number at (+44) 1414655963

How to Open/Submit a Ticket?

Step 1 – Access the portal support.zserviceshq.com to submit a Ticket

Step 2 – Fill the Mandatory Fields

Step 3 – Choose the Product Type to be Supported

Step 4 – Provide Clear Description for your issue

Step 5 – Attach screenshot or Traffic Capture

Step 6 – Click Submit

As illustrated, you need to fill all the mandatory fields - which are flagged with an  orange *  in the right side of every field name – with the needed information & optionally fill the other fields.

To ensure a quality response for the case, Z Services recommends opening a new case via the web.However, email can be used to update and track the status of the case once it is opened. 

Customer Self Service Portal

You can have access to Customer Self Portal to manage and review all your organization’s tickets

Ticket Response Time

Level	Description	Response
High (Critical)	An issue that prevents operation of critical functions with high frequency or duration	Within 2 hours
Medium (Major)	An issue that consistently prevents operation of non-critical functions or occasionally impacts critical functions or a critical issue for which a temporary work around has been provided	Within 4 hours
Low (Minor)	An issue that has some impact on administration, non-critical operation or other secondary functions or a major issue for which a temporary work around has been provided.	Within 12 hours
Question (Request)	The service is unaffected. Customer request for product related technical advice or General information and feature questions related to the services	Within 48 Hours