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Zimbra Support Program

January 2012 Copyright 2012 Zimbra and VMware, Inc. All rights reserved. 1 1
Zimbra Support Program
I. Executive Summary
VMware Zimbra, a product of VMware, Inc., is committed to providing a support program that offers
high-value and cost-effective options for our customers. The goal of our technical support program is to
respond quickly to customer issues and to continually improve our handling of your technical support
needs. This document describes the support services, methods, process, and response targets for
customer support requests.
II. Explanation of Terms
Case: A case is defined as a single support issue with the purchased Zimbra product and the
reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down
into subordinate parts. One case may span multiple communications; similarly, a single communication
may include multiple cases. An case will be considered closed if the customer has not responded to
Zimbra Support after information has been provided or requested seven (7) calendar days after the
most recent message has been transmitted to the customer, either via email, voicemail, or phone
conversation. The case can be reopened later during the terms of the agreement if the case has not
been resolved.
Response: An email, fax, telephone call, instant message ("IM") or voice mail message from Zimbra
Support to the customer who reported a problem in which Zimbra provides a solution, suggested
solution, or workaround to the problem reported or in which Zimbra requests (additional) substantive
information from the customer in order to analyze, diagnose, and/or troubleshoot the problem.
Resolution: An answer, fix, bug report, or satisfactory workaround to the support request. The time for
resolution begins once the TSE understands the request and is able to reproduce the problem at hand.
Bugs filed and fixed will be generally implemented in a new, future release of the product.
Solution: The long-term resolution to the support request, problem, or question.
Ticket: A ticket represents a customers entitlement to contact Zimbra Support for assistance with a
support incident. A ticket is a method of tracking a customers use of the Zimbra Support system. A
ticket must be available when the customer contacts Zimbra Support. A ticket is used to resolve one
case. If the case is caused by a Zimbra bug, or the case is an enhancement request, the customers
available ticket count will not be decremented. Otherwise, the customers available ticket count will be
decremented by one per case.
Business Hours: Business Hours are defined as Monday-Friday 6:00 am 6:00 pm U.S. Pacific time,
excluding VMware holidays. For example, a Severity-4 case filed at 10am Pacific on Tuesday would
have a Support Response Time of 10am Pacific on Wednesday.
Major Release: means a generally available release of the software that contains functional
enhancements or extensions, designated by Zimbra by means of a change in the digit to the left of the
first decimal point (e.g., Software 5.0 >> Software 6.0).
Minor Release: means a generally available release of the software that introduces a limited amount of
new features and functionality, designated by VMware by means of a change in the digit to the right of
the decimal point (e.g., Software 5.0 >> Software 5.1).
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Maintenance Release: means a generally available release of the Software that typically provides
maintenance corrections or fixes only, designated by VMware by means of a change in the digit to the
right of the second decimal point (e.g., Software 5.0.1 >> Software 5.0.2).
III. Support Services
A. Support Levels
Zimbra offers two different Support Level packages: Advantage and Premium. Each package includes
access to the support portal and to technical support self-help sites, email support, and upgrades. The
primary difference between the packages is Telephone Support and the number of included tickets. A
ticket represents a customers entitlement to contact Zimbra Support for assistance with a case.
Each customer receives a support contract with their annual or multi-year Zimbra subscription. The
primary support language for Zimbra is English-only although some verbal discussion may
occasionally occur in other languages if compatible to both parties all case traffic must be in English,
in order to allow case transfer, escalation and interaction with other Zimbra groups. The type of support
package a customer has is based on the annual mailbox license contract amount. Additional support
incident tickets are available at an additional charge. Please contact Zimbra Sales for more information.
The features included with each support package are listed in the following table. The supported
features are explained in the Support Methods section that follows:

Support Method
Support Package
Advantage Premium
Forums, Wiki, Documents, Product Portal
Yes Yes
Updates, Upgrades
Yes Yes
Support Portal access
Yes Yes
Telephone Support
No Yes
Support Incidents
10 per year Unlimited
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B. Technical Support and Subscription Services for a Perpetual License
Customers using Zimbra Collaboration Suite ("ZCS") under a Perpetual License must pay for Technical
Support and Subscription Services during the first year, and thereafter can elect annually whether to
renew Technical Support and Subscription Services. Perpetual License customers must be under a
current Technical Support and Subscription Services agreement to be eligible to receive any Major
Releases, Minor Releases, or Maintenance Releases. Customers who choose to not renew their
Technical Support and Subscription Services at the time of the annual renewal may subsequently
resume, and have access to product updates and upgrades, by paying the "true-up amount" back to the
time of non-renewal. By way of example, if the customer fails to renew for 6 months, the customer
must pay 18 months in order to get back on Technical Support and Subscription Services.
C. Professional Services
In the event that a customer is interested in a higher level of dedicated, hands-on Zimbra assistance in
architecting, deploying, migrating or upgrading a ZCS platform, Zimbra offers the opportunity for a
Professional Services (PS) engagement for an additional fee. The Zimbra Professional Services
Organization ("PSO") is a world-class project services and management team dedicated to customer
service and successful ZCS deployments. Our global team of technical experts works closely with our
customers and partners to deliver Zimbra ZCS Network Edition environments designed for reliability,
ease of administration, and high end-user satisfaction and long-term retention.
Zimbra PS is offered at a Standard Professional Services Rate and capable of both Onsite and Remote
engagements, and we provide services for both On-Premise and Hosted deployments. Please contact
Zimbra Sales at sales@zimbra.com for further information and details.
IV. Support Methods
The Zimbra Support Program includes self-help facilities, email, and telephone support to help resolve
your problems. An excellent introduction to Zimbra Support and overview of the many resources
available to help you implement the right ZCS platform is available on the Wiki:
A. Web Support
In order to provide the most complete and convenient customer service options to our customers, we
provide access to self-help facilities. Among the on-line resources are:
Zimbra Support Portal Case Entry All customers with active support contracts have access to
the Zimbra Support Portal, where you can submit, view, and check the status of your support cases
at any time. Going through the support portal is the preferred method for submitting support cases.
You can describe your problem in detail, ask specific questions, and have your case directed to the
most appropriate engineer for faster resolution to your problems. The support portal is available at
the following URL:
Support Portal Search The support portal includes advanced search capabilities that can assist
you in resolving your issue. The search function provides a unified search across the VMware
Knowledge Base, Zimbra Forums, Zimbra Wiki, available documentation, and bug database. You
can also access this search from the Zimbra Administration Consoles Help Search link.
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VMware Knowledge Base Search the VMware Zimbra Knowledge Base for support solutions,
error messages and troubleshooting guides:
Zimbra Forums Search the Zimbra Forums to see how other customers have resolved issues with
the Zimbra Collaboration Suite. Zimbra employees also share technical information of a general
Online Product Documentation Up-to-date technical documentation is available by logging into
the Zimbra Support Portal and following the links provided under "Documentation":
Wiki Articles developed by Zimbra Support or the community are maintained on the wiki. Here you
can find topics about common problems and suggested solutions, and you can contribute your own
Product Management Portal This site provides a view into features and bug fixes for Zimbras
past releases as well as features and enhancements for upcoming releases:
Bug Reports and Feature Requests Zimbra maintains a public-facing bug and feature request
system and uses this as the primary source of product management and bug fix information. For
Zimbra supported customers, it is generally common for bug reports to first be submitted to Zimbra
Support for initial analysis and bug reporting when necessary; however, anyone can create an
account in the Bugzilla system and submit bug reports or feature enhancement ideas, and many of
our best ideas come from the Zimbra community:
B. Email Support
Technical support can also be provided via email. Zimbra recommends that customers first open a case
through the Support Portal, which allows you to set the Severity Level of the case. Once the case is
open, the case submitter will receive an email containing the Case ID number and dialogue. Replying to
this email to support@zimbra.com by either the customer or Zimbra Support then adds that
conversation to the case details as long as the email subject retains the pertinent Case ID number -
and this method can effectively be used to continue and track the case communications.

As noted here, our recommendation is to initially open all cases through the Support Portal. A case can
also be opened by sending an initial email to support@zimbra.com; however, this method will cause all
cases to be opened at a Severity Level of Severity 4, the lowest available level, designed for General
Usage Questions and possibly not appropriate for a Critical or Major issue.
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C. Telephone Support
The Zimbra technical support team is available by telephone for customers with Premium Support.
Telephone support is available via these numbers:

VMware/Zimbra Support US/International: +1 650-475-5345
VMware/Zimbra Support U.S. Toll Free: 877-486-9273 (877-4-VMWARE)
Additional International Support Dial-in Numbers:
(Option 4 for Support, then select Zimbra)
Business Hours are defined as Monday-Friday 6:00 am 6:00 pm U.S. Pacific time, excluding VMware
Premium Support customers have access to 24x7 telephone support for critical Severity-1, service-
outage issues. In all cases, Zimbra Support strongly recommends first opening a Sev-1 case through
the Support Portal, and then if needed, follow that case up with a telephone call to the above number.
V. Support Process
The Zimbra technical support staff are highly skilled technical support engineers ("TSE") committed to
resolving customer problems quickly and professionally. Every case is logged into the case system for
tracking and metrics and is accessible to all support engineers.
When you contact technical support through the support portal, by email, or by phone, a TSE will
address your request. After the TSE confirms that you have a valid support contract, a new case is
opened. To track the support case, a unique Case ID number is assigned. You will be able to track the
progress of your case using that number, and certain authorized Support Contacts at a customer
account will have access to all cases for that customer - if you wish to request this level of access,
please contact your Zimbra Account Manager or have the Primary Support Contact file a support case
to request this. In most cases you will work with the same TSE throughout the case lifetime to resolve
these issues, although in some situations the case will be escalated or transferred.
A. Customer Support Contacts
Zimbra requires that customers assign one employee to serve as the Primary Support Contact and one
or more to serve as Secondary Support Contacts with the Zimbra Support team. The Support Contacts
will be the customers sources to report issues to Zimbra and to work with Zimbra Support to resolve
the customers case. The Primary Support Contact may designate certain additional Support Contacts
to have access to all tickets filed for the account.
B. Escalation
If a support case is not resolved within a reasonable amount of time, the case will be escalated to the
Zimbra Support Escalation team, Support Manager, Engineering or another Zimbra team member. In
most instances, the Escalation team will communicate through the TSE owner of the case, and this
TSE is ultimately responsible for driving the resolution and documentation of the case. The customer
has a right to request Escalation of a case at any time. Escalation procedures can be found in Section
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C. Resolution
Resolution of a support case can include recommending a workaround, providing patches,
recommending a future release that addresses the issue, submitting a bug report to the Engineering
team, or submitting an enhancement request to Zimbra Product Management.
In the Zimbra Support case system, a case can be closed only by a Zimbra technical support staff
member or in the situation that a case no longer is actively updated. After seven (7) days of inactivity
and waiting on customer input, a case will be automatically closed by the case system - if needed,
tickets can be reopened at any time through an additional update to the case by the customer Support

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D. Case Severity
When opening a support case - if submitted via the Support Portal - one can indicate its perceived
severity. The technical support team will base case prioritization, in part, on the severity indicated. The
Zimbra TSE may adjust the severity of the case based on the analysis of the problem reported or
availability of a workaround. The Severity Definitions available are the following:
Level Definition
Severity 1
Critical Service Outage
A production service is down and no workaround is immediately available.
A critical production service such as mail access, mail delivery, web server, Zimbra Appliance,
or ZCB server - is down or not responding and cannot be stabilized or restarted.
Your business operations have been severely disrupted.
>50% of users on a platform or server are affected.
May not be used in the case of a new installation, a test server or platform, or where no
production users are on the system.
Severity 1 support requires you to have dedicated resources available to work on the issue on an
ongoing basis during your contractual hours. In the case that the customer cannot continue to work on
the issue with Zimbra, the case Severity Level may be reduced to a Sev-2.
A service outage does not include the loss of connectivity or access for a single or relatively small subset
of users, and a service outage should only be filed on cases thought to be problems with the server or
service. Sev-1s cannot be filed on a case thought to be a problem in a messaging user agent or client
such as Zimbra Desktop, Microsoft Outlook, Apple iPhone, etc.
Severity 2
Major Functionality
Major functionality is severely impaired.
Operations can continue in a restricted fashion, although long-term productivity might be
adversely affected.
A major milestone is at risk. Ongoing and incremental installations are affected.
A temporary workaround is available.
Severity 3
Minor Functionality
Minor functionality not working workaround available. Partial, non-critical loss of functionality of the
Impaired operations of some components, but allows the user to continue using the software.
Initial installation milestones are at minimal risk.
Severity 4
General Usage Questions
Cosmetic issues, including errors in the documentation.
General configuration or use questions.
Upgrade, major change, and migration notifications.
Beta products.
Trial customers.
Enhancement requests.
Cases initially opened via email will be assigned a Severity Level of Sev-4.

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Please be aware that Sev-1 cases cause 24x7 notifications to occur at all levels of the Zimbra
organization and should be filed only for situations requiring this level of urgency on a production
system serving active user accounts.
Workaround available means you have devised, or the Zimbra technical support team has made
available to you, a method for continuing to use the Zimbra Collaborative Suite feature with which you
were having a problem despite the issue reported.
E. Client Support
In general, any case reported on a client-side problem for one or small set of users with a Zimbra client
application including Zimbra Connector for Outlook ("ZCO"), Zimbra Desktop, Zimbra Web Client
("ZWC"), Zimbra iSync Connector, Zimbra Mobile, or access or sync problems from any client system
or mobile device would be assigned a Severity Level of Sev-2 to Sev-4, except in the case that this
problem was affecting over 50% of the users on that ZCS server or platform and no workaround was
In the case of Zimbra Desktop, ZCS Network Edition customers with current entitlement to support and
who encounter problems when synchronizing Zimbra Desktop with a ZCS Network Edition platform
should file these cases with Technical Support. Issues with Zimbra Desktop connecting to or
synchronizing with non-ZCS services such as Yahoo! Mail or third-party IMAP servers can be submitted
to Zimbra Support, the Zimbra Forums, or the Zimbra Bugzilla system, although these are not included
as supported functionality under this Support Program. Zimbra Desktop cases will be prioritized at a
Severity Level of Sev-3 or lower.
F. Upgrades
Zimbra recommends that customers file a Sev-4 case at least 48 hours in advance of a significant
upgrade or platform modification. This notification allows the Zimbra Support team to remain aware of
major changes at customer sites and prepares the 24x7 team for possible requests for assistance.
Please note: upgrades should always be tested on a test or staging system or platform. Many serious
issues can be avoided by maintaining a test VM or platform that mirrors the production system and that
can be used for practicing and testing the upgrade process before making any changes in production.
G. Access to Data or Systems
In the course of investigating a case, a Zimbra TSE may request certain supporting data in order to
determine the cause of the event. When a reasonable request is made by a TSE, the customer Support
Contact must provide this data in a reasonable timeframe or else the case may be closed for lack of
information. With a closed case, the customer may reopen this case at any time by adding further detail
via email or the Support Portal.
In some cases, a Zimbra TSE may request access to the system in question. Where possible, WebEx
access to the system is preferred, so that the Zimbra Support TSE can visually debug the issue and
monitor the customer administration team in making changes. Direct access to the system is generally
not the preferred method of investigation on cases, and we typically request that the customer perform
the hands-on administration of your system, with which you would be far more familiar than Zimbra. In
some cases, however, direct access may be considered an option for investigating the situation. The
customer may choose to grant or deny this access, and the customer is responsible for determining
and communicating the security policy required to access that system and for enforcement of that
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security. Please do not ever distribute system passwords using insecure methods, such as clear-text
email or instant messaging.
Zimbra Support does provide an "SSH Public Key" to allow SSH (Secure Shell) access to remote
Download the key file to the server, then append the SSH key to the authorized_keys file (and make
sure the file permission is 600):
cat zsupport_dsa.key.pub >> ~root/.ssh/authorized_keys
cat zsupport_dsa.key.pub >> ~zimbra/.ssh/authorized_keys
Once complete, please inform the Zimbra TSE of the SSH availability and provide instruction on the
hostname to which to connect.
H. Escalation Procedures
During the process of resolving a support case, the priority of the request may be increased and/or a
higher level of authority may be notified. Support case priority may be escalated internally when it is
determined that the support request involves a time or system critical issue, an extremely complex
problem, or an unreasonable amount of time has passed with no resolution.
In the event that you are not satisfied with the level of support, you may escalate a given case to a
Support Manager.
To escalate an issue, please call, email, or update a case and ask for escalation or to speak to a
Technical Support manager. Specify the case ID number and the reason why the issue is being
escalated. You may also call your Sales account manager, if you prefer.
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I. Support Response Targets
Priority Level
Premium Support Advantage Support 60-Day Trial
Critical Service
1 Hour
4 Business Hours
Not Available
Major Functionality
4 Business Hours
8 Business Hours
Not Available
Minor Functionality
8 Business Hours
12 Business Hours
Not Available
General Usage
12 Business Hours
12 Business Hours
12 Business Hours

Please note: the target "Response" time included here should not be confused with a "Resolution" time.
Resolution for a complex technical problem may require significantly more time than the targets set for
Response. The Response targets are measured on the initial response after the case has been
submitted as a case. Please see Section II. Explanation of Terms for Business Hour definition.
VI. Service Terms
A. Lifecycle Policy
The Zimbra Life Cycle Policy, including End-of-Life and Support Matrix, are online here:
Zimbra will offer phased support from the general availability of a new Major Release. Please keep
current with product updates to ensure no interruptions in your support services. Visit the Downloads
page for all product updates: http://www.zimbra.com/downloads
General Support will be provided for three years from general availability of a Major Release.
Support includes bug and security fixes and technical support services.
Technical Guidance will be provided for an additional one year following General Support.
Primary assistance is available through the self-help pages. Customers can also open a support
request online to receive operational/configuration support and recommended workarounds for
low-severity issues on supported configurations only. (Telephone support is not provided.) There
will be no new security patches or bug fixes. The phase is intended for usage by customers
operating in stable environments with systems that are operating under reasonably stable loads.

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B. Enhancement Requests
If you would like to request that a new feature be added to our product, you must submit the Request
for Enhancement (RFE) by submitting a request via the Support Portal, and assigning a case priority of
Sev-4, General Usage Questions. Once a support case has been created, a Technical Support
Engineer will enter the RFE in our bug-tracking system for review by the Product Management team.
Enhancement request tickets are linked into the RFE system, which will notify you of action taken on
your request.
C. Exclusions
The following exclusions apply to the Zimbra Support Program:
1. Reasonable Use Policy
Zimbra Technical Supports mission is to help customers with problems, but the support team cannot
be responsible for the day-to-day administration of a customers system or for debugging issues that
are unrelated to the Zimbra Collaboration Suite. Requests that are excluded from support include but
are not limited to: performing initial installs of customer systems, performing migrations, performing
upgrades of customer systems, performing configuration changes to add or remove servers or services,
and testing a customers system. Zimbra Professional Services may be available to assist with these
projects. Please contact Zimbra Sales at sales@zimbra.com to pursue a Professional Services
engagement in these cases.
2. Customizations & Development Support
The Zimbra ZCS Network Edition product may not have its source code modified without explicit
approval from Zimbra. Please refer to the license for the ZCS Network Edition product. Each Zimbra
product is subject to its respective license, and this Support Agreement may in no way supersede any
Zimbra or third-party license agreement. Zimbra Support cannot provide guidance on customizing
Zimbra source code, and requests for development assistance on source code, skins, or Zimlets should
be directed to the Zimbra Forums or Wiki, or else please contact Zimbra Sales to discuss the
availability of Zimbra Professional Services to provide development services.
Zimbra Support does not offer Development Support as part of the support offering today. Development
Support would include questions on customization, custom development and scripting, APIs, Zimlet
development, or questions on product code or product internals. Cases should not be filed on these
topics, and may unfortunately be closed if filed. Development Support is available as a Professional
Services offering.
Zimbras ability to support its software depends upon our knowledge of the products quality, its
configuration, and our ability to reproduce customer-reported issues in our test lab. When customers
modify the products source code, these elements are compromised and our ability to replicate the
issue is reduced. As such, we require that, if you have modified the product in any way, you must detail
your changes when requesting support. Customizations are not supported and no guaranteed
resolution is provided on customized product. All reported problems should first be reproduced by the
submitter on a standard version of the product as released by Zimbra. If you have made modifications,
requested support, and not informed us of these changes - Zimbra may, at its discretion, void your
support contract.
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3. Open-Source Products
Zimbra open-source products including ZCS Open Source Edition are licensed according to the
published License Agreement:
Zimbra Technical Support does not officially support these products. Questions on these products
should be directed to the Zimbra Forums or Wiki.
4. Products and Features Not Yet Released as General Availability
Zimbra may at its discretion release products or features prior to their General Availability ("GA")
release, and these are often termed "Beta" products or features. Beta products or features are not
officially supported by Zimbra Technical Support. While there is no guarantee of a workaround or fix on
a Beta product or feature, supported customers are encouraged to submit reports of problems with
Beta products or features as cases to Zimbra Support in order for the Zimbra Engineering team to
identify bugs and improve the product.
One notable area of Beta functionality in the ZCS distribution is a set of Zimlets that are considered
Beta and not officially supported; these would include the Zimlets distributed as "extras" or
experimental in these directories in the default product location:
Cases on Beta products or features will be prioritized at a Priority Level of Sev-4. A ticket will not be
consumed for the customer in the filing of a case on a Beta product or feature.
VII. Questions
If you have any further questions on Zimbra or Zimbra Support, please contact Zimbra Support through
a Support case or Zimbra Sales at the following:
Zimbra Sales
Website: http://www.zimbra.com/about/contact_us.html
Email: sales@zimbra.com
US toll-free: +1 888-228-7609 (Option 1)
US: +1 650-427-5799
EMEA: +44 1276 414300
APAC: +91 20-3057-2706
FAX: +1 650-240-1897