iZeno offers Managed Services for Amazon Web Services (AWS), Google Cloud Platform (GCP), Red Hat solutions (JBoss and Red Hat Openshift), Atlassian (Jira, Confluences, Bitbuckets and add-ons) and SugarCRM across Singapore, Malaysia, Thailand and Indonesia . We focus on helping Enterprises in achieving the outcomes that they need to met Service Level and compliance requirements.

We save time for your team by helping you to move faster and focus on your core business.

To learn more about how iZeno Support helps customers achieve their objectives with iZeno, please contact iZeno at marketing@izeno.com.

Support Plans

Three different levels of support to help you meet the needs of your specific business focus.

 StandardPremiumEnterprise
Ticketing System
Service Desk Portal
Email Support (Business Hours)
Email & Phone Support (24 x 7)
Dedicated Support Hotline
TAM ( Technical Account Manager)
Monthly Status Review Meeting
ReportQuarterlyMonthlyMonthly

Still not sure which option is right for you? Contact us to know more about our support levels and choosing the right fit.

Standard SLA

Severity LevelDescriptionResponse TimeResolution Time
Severity 1 (S1)Major business Impact
• Problem that causes complete loss of service to the production environment and work unable to reasonably continue.
• Workarounds to provide the same functionality are not possible and unable to be found in time to minimize the impact on the customer's business.
• Users are unable to access the system/applications.
• Critical functionality is unavailable.
• Integrity of the systems affected.
1 Hour4 Hours
Severity 2 (S2)Significant business impact
• Processing can proceed.
• Defect or Bugs can affect the major function of the system.
• Performance is significantly reduced.
• No immediate workaround is available, however, operations can continue in a restricted fashion.
2 Hours8 Hours
Severity 3 (S3)Moderate business impact
• Processing can proceed but performance is
significantly reduced.
• The operation of the system is considered severely limited.
• No immediate workaround is available, however, operations can continue in a restricted fashion.
4 HoursWithin 24 Hours
Severity 4 (S4)Low business impact
• Problem that causes no loss of service and in no way impedes the use of the system
• Unable to perform a portion of the work
• Still able to complete all tasks without much delay
Within 24 HoursWithin 48 Hours

Support Workflow