Support Interaction

Support block

• A support block covers a maximum of 30 minutes of support time. At least one support block is used per incident. Additional time used in one incident is calculated in new support blocks, billed in 30-minute increments.
• When Zarafa discovers your technical issue is a direct Zarafa reproducible software issue, where Zarafa is at fault, as determined by Zarafa, Zarafa will, at its sole discretion, provide you with a credit.
• Support blocks are valid for one year following the activation of the Maintenance or Subscription period.
• The support blocks included in registered serials are always assigned to a certain customer. These support blocks are therefore not interchangeable between different customers.
   

Technical level support interaction

• The customer is responsible for ensuring that its support issues are handled by personnel that has sufficient training to attain and maintain competence in the operation of the software. The level of support personnel should include knowledge on:
  • Linux: LPI 102 level
  • Zarafa: followed a Zarafa Advanced Engineer training
• Therefore most customers have authorized certified Business Partners to handle their support issues.

License Value & End Customer

• License Value is the invoiced & paid amount for a certain period of time by the End Customer.
• End Customer is the organization in daily use of the Software Product.