What is the difference between SaaS 44° Hosted Service and SaaS 44° Fully Manged Service?

We know that not all of our customers will want to be responsible for their own support. For them, we created a Fully Managed Services option.

Our commitment to customer success extends beyond our applications to include full and comprehensive support. If you opted for Fully Managed Services, support is available to every employee. If you opted for Hosted Services, support is only available to your authorized domain administrator.

The scope of support includes the following:

  • Emergency response based on the priority the customer assigns to tickets (from within 1 hour to 48 hours),
  • Troubleshooting and diagnostics of client side issues with respect to the ZCS web client (we recommend using the latest version of Firefox as your web browser client),
  • Troubleshooting and diagnostics of client side issues in supported mail client - Outlook 2003/2007, Eudora or Thunderbird under XP or Vista or Mac Mail, Eudora or Thunderbird under OS X 10.4 or 10.5,
  • Occasional remote control and screen sharing sessions to expedite troubleshooting,
  • Troubleshooting and diagnostics of client side issues with ZCS sync connectors and related mobile device issues,
  • Identification of the optimal resources to solve issues, such as knowledgebase articles,
  • ZCS bug identification and submission, or
  • Escalation to the Systems, Operations or Sales departments as needed.

The scope of support does NOT include the following:

  • Troubleshooting or assisting with software or services classified by Zimbra or SaaS 44° as "beta",
  • Helping to troubleshoot or reinstall a customers operating system or unrelated application,
  • Complex transitions requiring SaaS 44°'s expertise with respect to planning and performing hands on migration of email, or
  • Programming, ZCS training or complex IT services which may, however, be available as Consulting Services. Please contact sales(@)saas44.com.

Contact the SaaS 44° support team by email at support(@)saas44.com.