Enterprise Support for Zilla Plus
Enterprise Support for Zilla Plus
Aklivity provides enterprise support for Zilla-Plus, ensuring seamless operations with timely response and expert assistance. Our support plans are designed to meet the needs of businesses of all sizes, from mission-critical deployments to predictable, high-quality assistance.
Support Tiers
We offer two levels of support tailored to your business requirements:
Platinum Support
- Availability: 24x7 support
- Service Level Agreement (SLA): 2-hour response time
- Best suited for: Mission-critical deployments requiring immediate assistance
Gold Support
- Availability: 12x7 support
- Service Level Agreement (SLA): 8-hour response time
- Best suited for: Businesses requiring timely support with predictable coverage
Support Channels, Updates, and Support Hours
| Levels / Programs | Support Channels / Access | Updates and Releases | Assistance Hours for Service Requests and Product Defect Fixes |
|---|---|---|---|
| Platinum Level | Aklivity Global Support System via chat, email, phone, and self-service web portal (https://www.aklivity.io/request-submission) | Updates, fixes, security alerts, major product and technology releases, general maintenance releases, selected functionality releases, and documentation updates | 24 hours a day, 7 days a week |
| Gold Level | Same as above | Same as above | 12 hours a day (one of two time periods available), 7 days a week |
Service Request Priorities and SLAs
Our service levels allow for the submission of support requests with the following priorities and SLAs:
| Levels / Programs | Urgent / Severity 1 | High / Severity 2 | Normal / Severity 3 | Low / Severity 4 |
|---|---|---|---|---|
| Platinum Level | Response within 2 hours | Response within 4 hours | Response within 1 business day | Response within 5 business days |
| Gold Level | Response within 8 hours | Response within 1 business day | Response within 1 business day | Response within 5 business days |
Note: For more information around Aklivity Support Policy, refer: Aklivity Global Support Policies
Global Support Coverage
Our expert support team is strategically distributed across multiple time zones, ensuring that assistance is always available 24*7. Our Support & Engineering teams are based in:
- Europe
- East Coast US
- West Coast US
- India
Version Upgrade Notifications
To ensure you remain up to date with the latest features and security updates, Zilla-Plus version upgrade notifications will be communicated through:
- Dedicated Slack channel
- Email notifications