Support

Zeevo support for service solutions and hosting services falls under the following base arrangement:

Support Tickets

Support Ticket (within business hours): Free to lodge ticket

Zeevo will provide ability to log tickets with the support system (http://support.zeevo.co.nz) which will be accessed and responded to within normal business hours

  1. Support ticketing system – Zeevo will provide ability to log tickets with the support system (http://support.zeevo.co.nz)
  2. Tickets logged are typically responded to within 3 hours of receiving the ticket within normal business hours
  3. Normal business hours are Monday to Friday 8:30-17:00 (excluding Public Holidays and Christmas & New Year closedown period)
  4. Tickets will be assessed on arrival at Zeevo
  5. The ticket response will include:
    • an approximate resolution time if resolvable
    • any relevant information for the person who logged the ticket
  6. Ticket resolutions may include a cost. If a cost is associated with the fix, the person who logged the ticket will be advised. No work will proceed without approval by an authorised staff member

Phone Calls

Phone Call (within business hours): $155 + GST / hour

Phone calls to Zeevo (+64 (0) 3 977 1950) inside normal business hours will be subject to the standard Zeevo rate of $155+GST per hour (billable in half hour increments).

SLA’s

Service Level Agreements (SLA’s) in addition to this standard support service are provided by Zeevo by arrangement. Please contact solutions@zeevo.co.nz for details.