Support requests
Interzen uses a web-based Ticket Request system to electronically track all support and intervention requests. Interzen’s designated operator may access customer data (whether data subject or data controller) to process their assigned support request. The system helps maintain ongoing control of the activity performed through the use of an escalation procedure.
- Customer support and assistance are guaranteed for the ZenShare Cloud SaaS Suite and for the ZenShare Suites in Subscription mode.
- Customer support and assistance is available in both Italian and English via the email address support@interzen.it from 8:00 AM to 6:30 PM (Italian time) on weekdays.
- The request for support and assistance is provided by Interzen using the same language (Italian/English) in which it was initially formulated by the customer.
- If you are unable to send an email, the company switchboard is available at +39.085.4516447 during business hours (see Business Hours table at the bottom of the page).
Customers can independently access all their support requests through the Interzen Customer Service web service. To do so, they can:- access the dedicated web page
- create your personal account by following the wizard
- then authenticate with the credentials provided by the system.
- Support requests are classified as follows:
- Bug (incident). The complete or partial inability of a user to use a feature present in Interzen solutions.
- Help desk (request). The report is actually a request for support to perform an operation that the reporter is unable to perform or no longer remembers how to do.
- Help desk on systems external to Interzen (request). As above, but on systems other than those owned by Interzen.
- Intervention to be invoiced (request). This is a configuration change made during the start-up phase of the cloud service purchased by the customer, based on their needs initially analyzed.
- Vulnerability (incident). The report concerns a vulnerability not yet detected by Interzen’s periodic Vulnerability Assessment process.
The support and assistance service management process is structured as follows.
- In case of bugs or malfunctions:
- The customer opens a new ticket by sending an email to the email address support@interzen.it
- The customer receives an email notification confirming receipt of the new report.
- Interzen’s Customer Care Manager takes charge of the new report, analyzes the content, evaluates the priority accordingly, and assigns it to the relevant staff.
- The assigned competent staff – if they deem it necessary – sends a request for clarification via email to the customer.
- Upon resolution of the report, the assignee closes the report by adding an optional text.
- The customer receives an email notification to close the case.
- In cases of Help Desk/Help desk on systems external to Interzen:
- Interzen’s Customer Care Manager takes charge of the report and analyses its contents;
- evaluate, together with the competent staff, the estimate in hours of professional services necessary to process the request;
- send the client an email notification with the price estimate for the professional services;
- awaits the client’s response of acceptance of the economic estimate;
- proceeds to assign the ticket to the competent personnel,
- and open the task for executing the request in the customer support package order;
- If the support package order is not present, send the customer the offer form to proceed with the contracting of the support package.
- In case of detected vulnerability:
- the reported vulnerability is verified and addressed by the assigned competent personnel;
- The Customer Care Manager will proceed to close it.
Service Level Agreement bugs and malfunctions
ZenShare UP, ZenShare Suite, Zen E-Invoice Services
|
Priority
|
Severity
|
Description
|
Charge taking
|
Resolution
|
|---|---|---|---|---|
|
1
|
Blocking
|
Application system or service unavailable with critical impacts on production
|
Within 1 working hour
|
Within 1 working day
|
|
2
|
High
|
Application system or service unavailable with critical production impacts within 1 day
|
Within 4 working hours
|
Within 2 working days
|
|
3
|
Medium
|
Application system or service partially unavailable with acceptable disruption for a temporary period
|
Within 8 working hours
|
Within 5 working days
|
|
4
|
Low
|
Problem with low impact for the customer
|
Within 16 working hours
|
Within 30 business days
|
For support requests classified as Help desk, Help desk on systems external to Interzen, Intervention to be invoiced, Vulnerability, the expected response time is within 16 working hours.
Digital Preservation Service Level Agreement
Zucchetti Digital Solutions S.r.l. – Ifin Sistemi
|
Priority
|
Severity
|
Charge taking
|
First Aid
|
|---|---|---|---|
|
1
|
Service malfunction resolutions
|
Within 1 working day
|
Within 2 working days
|
Customer Service is available on weekdays (according to the Italian calendar),
during normal business hours (9:00 AM – 1:00 PM / 2:00 PM – 6:00 PM).
Digital Preservation Service Level Agreement
Grammelot S.r.l.
|
Priority
|
Severity
|
Charge taking
|
Resolution
|
|---|---|---|---|
|
1
|
Blocking
|
Within 1 working day
|
Within 15 working days
|
|
2
|
High
|
Within 7 working days
|
Within 30 business days
|
|
3
|
Medium
|
Within 7 working days
|
Within 90 working days
|
|
4
|
Low
|
Within 7 working days
|
Within 180 working days
|
Data Center Service Level Agreement.
Interzen relies on Microsoft Azure, the world’s leading cloud service provider.
Microsoft Azure, a leading global CSP, provides its service with an uptime of 99.95%.
The Data Center is organized and managed in compliance with legislative regulations regarding security measures and is equipped with specific logical and physical protection systems to prevent unauthorized access. Interzen may independently modify the security rules to ensure compliance with applicable regulations from time to time.
Interzen will perform scheduled maintenance services during its normal business hours as listed below.
Monday to Friday (excluding holidays):
9:00 AM – 1:00 PM and 2:30 PM – 6:30 PM
Summer closure: August (2-3 weeks)*
Christmas holidays: December/January (1-2 weeks)*
* Closure weeks will be announced from time to time.
If necessary, availability during Interzen’s closure periods will be communicated.