ZenduiT - Customer Service Level Agreement (SLA)

Written By Shubham Mishra

Service Level Agreement (SLA) Guide for ZenduIT Support

ZenduIT is committed to providing timely and efficient support to ensure smooth operations for our customers. ZenduiT promises to uphold for its customers to provide excellent support and maintain high customer loyalty. Below is an overview of the priority levels and the corresponding response and resolution times for different types of support requests.

  1. Contacting Support:

  2. Acknowledge Customer Inquiries:

    Support will respond to all tickets within 4 business ours of receipt and before end of business day (within Availability, whatever is shorter). Response will include either acknowledgement or a resolution to ticket.

  3. Manage Priority Levels and Response Times:

    • Critical issues: Immediate phone response, resolution within 4 business hours.

    • High issues: Call/email response, resolution within 18 business hours.

    • Medium issues: Correspond via the most appropriate channel, resolution within 2-3 business days.

Critical Priority

High Priority

Medium Priority

Description

Affects Operations i.e. Communication of hardware or access to software is affected

Modifications to account i.e. Alert changes, report change requests, Billing changes

General Questions Does not affect operations i.e. how to setup reports, alerts, add users

Response Strategy

Call customer immediately to review issues and resolution timeframe and procedure. Regular customer updates to customer.

Call to review and walk customer through how to make changes (via remote assist app or online meet). Send knowledgebase link.

Email/Call customer with solution. Sign customer up for relevant training. Send customer knowledge base link or add new support training knowledge base for future (if not available).

Response Time

1 hour

4 hours

Within Business Day

Resolution Time

1-4 hours

6-18 hours

Within 2-3 Business Days