Support

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At SaaS 44° our goal is to enable our customers to self support their hosted solutions.

We have done our best to create and provide the online resources necessary to make the transition to and the day to day operation of your SaaS 44° hosted solutions as easy for you as possible.

Our monthly subscription price is consistent with our goal as it does not include any 'padding' for support. We want our customers who self support to receive the best value for their money.

However, we know that not all of our customers will want to be responsible for their own support. For you, we have created a Fully Managed Service option.

Easy system management, with a complete web based management console allows that your domain administrator or SaaS 44° support staff to make changes from any web browser.

Our commitment to customer success extends beyond our applications to include full and comprehensive support to your authorized domain administrator or, if you have chosen the Fully Managed Service option, to every employee.

Our Support team are experts on our applications, and industry technologies and platforms, making them a trusted resource for timely issue assessment and resolution. Armed with extensive system and application monitoring/alert tools, our support team proactively ensures the highest uptime levels. Periodic system maintenance and continuous feature additions are also included.

Our goal is make moving to and using the Zimbra Collaboration Suite (ZCS) and Hosted VoIP as seamless as possible. The support provided will vary and is dependent on the service level you purchased. Please read more about the difference between Hosted Services and Fully Managed Services.

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Contact the SaaS 44° support team by email at support(@)saas44.com.

Hosted Service

The scope of Hosted Service includes the following for each customer domain administrator:

  • Emergency response based on the priority the customer assigns to tickets (from within 1 hour to 48 hours),
  • Troubleshooting and diagnostics of customer issues with respect to the ZCS web client (we recommend using the latest version of Firefox as your web browser client),
  • Troubleshooting and diagnostics of customer issues in supported mail client - Outlook 2003/2007, Eudora or Thunderbird under XP or Vista or Mac Mail, Eudora or Thunderbird under OS X 10.4 or 10.5,
  • Occasional remote control and screen sharing sessions to expedite troubleshooting,
  • Troubleshooting and diagnostics of customer issues with ZCS sync connectors and related mobile device issues,
  • Identification of the optimal resources to solve issues,
  • ZCS bug identification and submission, or
  • Escalation to the Systems, Operations or Sales departments as needed.

Fully Managed Service

The scope of Fully Managed Service includes all of the above for every mailbox and Hosted VoIP extension. Your Zimbra email username and password is all you need to access support assistance.

The scope of support does NOT include:

  • Troubleshooting or assisting with software or services classified by Zimbra or SaaS 44° as "beta",
  • Helping to troubleshoot or reinstall a customers operating system or unrelated application,
  • Complex transitions requiring SaaS 44°'s expertise with respect to planning and performing hands on migration of email, or
  • Programming, ZCS training or complex IT services which may, however, be available as Consulting Services. Please contact sales(@)saas44.com.

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