Support Requests
Interzen uses a web-based Ticket Request system for the electronic tracking of all support and intervention requests. The operator appointed by Interzen may access the customer’s data (interested party or data controller) to process the support request assigned to him. The System helps to always keep the activity carried out under control through the use of an escalation procedure.
- Customer support and assistance service is guaranteed for the SaaS Suite ZenShare Cloud and for the ZenShare Suites in Subscription mode.
- The service is provided in both Italian and English via the support@interzen.it email address with support every day of the year at any time (24/7/365).
- The request for support and assistance is provided by Interzen in its entirety using the same language (Italian/English) in which it was initially formulated by the customer.
- The customer receives a notification via email both for the acceptance of the support request and for its closure; you may receive a request for clarification via email if necessary to proceed with the resolution.
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Support requests are classified as follows:
- Bug or malfunction;
- Evolutionary modification;
- Help desk;
- Intervention to be invoiced;
- Intervention not accepted by the customer;
- Not within Interzen’s jurisdiction;
- Vulnerability detected.
If you are unable to send an email message, the company switchboard is available at the telephone number +39.085.4516447 during working hours (see Working Hours table at the end of the page).
The customer can independently consult all his support requests through the Interzen Customer Service web portal; for this purpose, you can ask Interzen for your portal access credentials.
Service Level Agreement, bug classification and malfunctions Suite ZenShare
|
Priority
|
Severity
|
Description
|
Charge taking
|
Resolution
|
|---|---|---|---|---|
|
1
|
Blocking
|
Application system or service unavailable with critical impacts on production
|
Within 1 working hour
|
Within 1 working day
|
|
2
|
High
|
Application system or service unavailable with critical production impacts within 1 day
|
Within 4 working hours
|
Within 2 working days
|
|
3
|
Medium
|
Application system or service partially unavailable with acceptable disruption for a temporary period
|
Within 8 working hours
|
Within 5 working days
|
|
4
|
Low
|
Problem with low impact for the customer
|
Within 16 working hours
|
Within 30 business days
|
Data Center Service Level Agreement.
Interzen relies on Microsoft Azure, the world’s leading Cloud Service Provider.
Microsoft Azure, a CSP of primary importance globally, provides its service with an uptime of 99.95%.
The Data Center is organized and administered in compliance with the legislative regulations on security measures and is equipped with special logical and physical protection systems in order to prevent unauthorized access. The safety rules may be modified independently by Interzen in order to ensure compliance with the legislation applicable from time to time on the matter.
Interzen will perform scheduled maintenance services during its normal business hours listed below.
Monday to Friday (excluding holidays):
9.00 – 13.00 and 14.30 – 18.30
Summer closing: August (2/3 weeks)*
Christmas holidays: December/January (1/2 weeks)*
* The closing weeks will be communicated from time to time.
In case of need, availability will be communicated during the Interzen closing periods.
