Zoho Support You Can Actually Rely On
Once a Zoho solution is deployed, how do you support it, and where do you go for ongoing assistance and questions? As an Advanced Zoho Partner, we offer contracted, SLA-backed support, plus ad-hoc remote support if you do not have a contract with us yet.
Have A Support Contract With Us?
Raise a ticket directly and we will work to the response times below, based on the severity you tell us.
Submit A Support TicketNo Contract Yet?
You can still get help on an hourly basis. Buy an hour of remote support and one of our team will contact you to arrange a convenient time.
Buy Remote SupportResponse Times By Severity
All tickets default to Severity 3, Minimal Business Impact, unless you tell us otherwise when raising it. For clients with an agreed Zoho support contract, these are our response times.
| Severity | First Response | Problem Determination |
|---|---|---|
| 1, Critical | 2 working hours | 4 to 8 working hours |
| 2, Moderate | 4 working hours | 8 to 12 working hours |
| 3, Minimal | 8 working hours | 16 working hours |
It is common for first response and problem determination to arrive as a single reply. If we need to escalate to Zoho directly, their own SLA runs up to 3 working hours for a Severity 1 issue, and as a Zoho Partner we have escalation paths available if needed.
How Zoho Support Works With Us
Four things worth knowing before you raise your first ticket.
You Grant Us Access
We do not have direct access to your Zoho account, you grant it, either through a unique login for our team or via shared passwords stored securely in Zoho Vault.
If You Use MFA
We coordinate a time to share the necessary codes with you rather than disabling it, so your account stays protected while we work.
Confirming Who Can Ask
We usually work with specific people on your team, so if a request comes from someone new to us, we confirm they have the right permissions first.
Business-Stopping? Call Us
Critical, business-stopping issue? Call us directly on 0117 313 7600 rather than waiting for a ticket to be picked up.
Want a faster response? See our guide on raising a Zoho support ticket properly.
Want A Support Contract In Place Before You Need It?
Book a free 60 minute call and we will talk through the right level of cover for your Zoho instance.
Book A Zoho Discovery Call