Support
How to engage​
All standard support requests should be sent to [email protected]. Emails sent to this address automatically create a support ticket and enter zymtrace's triage workflow.
You can also join the zymtrace Slack and ask in the support channel.
Enterprise customers are also provided with support phone numbers to reach the on-call engineer directly for Sev-1 issues.
Coverage and severity levels​
Support is provided 24x7 for Sev-1 and Sev-2 issues, and during business hours (Monday to Friday, PST) for Sev-3 and Sev-4 issues, unless otherwise agreed.
| Severity | Definition | Coverage | Target Response |
|---|---|---|---|
| Sev-1 (Critical) | Production outage or critical loss of functionality with no workaround | 24x7 | 30 minutes |
| Sev-2 (High) | Significant production degradation; limited or operationally painful workaround | 24x7 | 4 hours |
| Sev-3 (Medium) | Non-critical issue; acceptable workaround available | Business hours | 1 business day |
| Sev-4 (Low) | Questions, guidance, minor defects, or feature requests | Business hours | 2 business days |
Escalation path​
Issues are handled through a tiered escalation model:
- L1 — Support engineers. Intake, triage, and reproduction.
- L2 — Senior and on-call support. Deep investigation and mitigation.
- L3 — Engineering escalation. Defects, fixes, and patches.
For prolonged or repeated Sev-1 or Sev-2 incidents, escalation to zymtrace's executive leadership is available on request through the support channel.
Incident communications​
For Sev-1 incidents, zymtrace will provide updates at least hourly, or sooner upon any material change. For Sev-2 incidents, zymtrace will provide regular updates during active investigation. A post-incident root cause analysis (RCA) will be provided following resolution of any Sev-1 or Sev-2 incident.