OVERALL Z-RAYS Support Policy
Z-RAYS offers its customers two tiers of “Support”: Standard Support, or, if purchased or included, Premium Support, as further described in this Support Policy.
Our Support organization comprises a team of individuals who work together to provide dependable and
timely resolution to your inquiries. For complex problems, our support team has access to the experts in our product development teams. Therefore, you have access to the right level of our expertise when you need it.
Requests for Support may be made through any of the channels referenced in the section below titled
“Standard Support Plan.” Customer agrees to provide Z-RAYS with reasonable information and assistance to facilitate performance of Support, including, without limitation, a clear description of the issue, related
configuration and log files, and cooperation to reproduce errors.
STANDARD SUPPORT PLAN
All Z-RAYS customers receive the following support resources during Business Hours (defined under “Contacting Z-RAYS Support” below):
SUPPORT REQUESTS: Customers may create and manage their support ticket via email: support@z-rays.pl
PREMIUM SUPPORT PLAN
Customers with an active Premium Support plan will have access to all the resources identified above for the Standard Support Plan, plus additional resources including the following:
- Priority Handling: The Premium Support team provides reduced initial response times, offers to engage directly via Teams (or other video conferencing solution specified by the Customer) to expedite initial triage and information gathering, and provides more frequent status updates (Severity 1 issues).
CONTACT Z-RAYS SUPPORT
Z-RAYS uses a ticketing system to log Incidents, set priorities, and manage response times from Z-RAYS’s
receipt of a Support request for an Incident. As used in this Support Policy:
“Business Day” means a calendar day, excluding weekends, local statutory or Z-RAYS corporate holidays.
“Business Hours” means 8:00 AM – 5:00 PM (CET time) on Business Days (for Standard Support).
“Documentation” means the then-current technical and non-technical specifications applicable to the Z
RAYS Product contained in the user, system, specification, support, and configuration documentation made generally available to Z-RAYS customers.
“Incident” means a failure of the Z-RAYS Product to operate in material compliance with the Documentation.
“Workaround” means a configuration change, manual procedure, or other measure designed to mitigate this incident without substantially impairing Customer’s use of the Z-RAYS Product.
Z-RAYS SUPPORT PLANS
In the event of an Incident, Z-RAYS will respond to associated Support requests in accordance with our
Support ticket response times as more fully described below.
OTHER TERMS
Language – Support is currently offered in English only.
CSR – Z-RAYS is committed to a workplace where all Z-RAYS customers and employees feel valued and
respected.
If you believe these standards have been violated, you may report potential violations by any of the following methods:
- Mail: contact@z-rays.pl
We will promptly and thoroughly investigate any complaints and take appropriate action.
Exclusions – Support excludes the following:
- Free and pre-commercial services – Any free or trial use, or other services provided without charge, or any alpha, beta, early adopter or other access provided prior to the general release of a Z-RAYS product or capability (or feature or functionality thereof) to be commercially available to all Z-RAYS customers.
- Custom apps or extensions developed by Z-RAYS as part of a professional services engagement. Any
support of the foregoing, as a professional service, is subject to mutual agreement in a statement of
work. - Issues arising from any use in violation of the customer use responsibilities or restrictions in your
agreement with Z-RAYS. - Support does not include on-site support, consulting (including custom work on Customer’s
network), system design, coding, project or facility management. - Unsupported versions as defined in the Version Support table above.
Modifications – Z-RAYS may update this Support Policy from time to time, provided that the level of support will not materially decrease during the applicable subscription term.
Support Services Policy