At Zeus, we are committed to providing reliable, responsive, and high-quality support tailored to your needs. Depending on your chosen support plan, we offer a range of response times and service features to ensure your success.
SLA: 48-hour response Included Features:
Email support
Access to online documentation and guides
SLA: Same business day response Included Features:
Priority email support
Phone support during business hours
Scheduled video calls
Access to online documentation
SLA: 4-hour response Included Features:
Dedicated Technical Account Manager
Regular check-ins and performance reviews
Priority support channels (Slack, phone, video)
Custom onboarding and training sessions
Escalation and technical issue resolution management
Business Hours: Monday–Friday, 9:00am–5:30pm (UK time). Excludes UK national holidays.
Support availability and escalation routes vary based on your support plan.
Support Type | Email Support | Premium Support | Technical Account Management |
|---|---|---|---|
✅ | ✅ | ✅ | |
Phone | ❌ | ✅ | ✅ |
Video | ❌ | ✅ | ✅ |
Priority Line | ❌ | ❌ | ✅ |
Issue Type | Level 1 (Standard) | Level 2 (Priority) | Level 3 (Critical) |
|---|---|---|---|
Product Queries | Email support | Account Manager | Phone / Priority Line |
Access Issues | Email support | Account Manager | Phone / Priority Line |
Platform Bugs | Email support / Account Manager | Account Manager | Phone / Priority Line |
Low severity issues include minor bugs, general usage questions, and requests for help with documentation or configuration. These may involve how-to queries like “How do I add a new team member?”, small cosmetic bugs that don’t affect functionality, or guidance on setting up integrations or adjusting settings.
Medium severity issues refer to significant degradation in platform performance or functionality, where core features are still accessible but limited. Examples include reports not generating correctly, partial outages in non-critical modules, or delays in data syncing that impact workflow but do not fully block usage.
High severity issues are critical incidents such as full platform outages or failures of essential features with no available workaround. These include cases where users are unable to log in, core systems are non-functional, or a failure significantly disrupts business operations and requires immediate attention.
Zeus guarantees 99.9% monthly uptime for its core platform. Uptime is monitored continuously and calculated monthly. Should uptime fall below this threshold, clients may be eligible for Service Credits.
Note: Zeus relies on AWS for infrastructure. Downtime due to AWS outages is subject to their SLA:
Zeus supports the latest stable versions of the following browsers:
Google Chrome
Mozilla Firefox
Microsoft Edge
Safari
If Zeus fails to meet the guaranteed 99.9% monthly uptime, clients may be eligible for service credits. If uptime falls between 99.0% and 99.89%, a 10% credit will be applied to the affected invoice. If uptime drops below 99.0%, a 30% credit will be applied. These service credits are calculated based on the charges for the impacted services and are applied to the invoice for the billing period in which the downtime occurred.
To request a service credit, email contact@get-zeus.com with the subject line: "SLA Credit Request", including:
Dates and times of the incident
Description of the impact experienced
Claims must be submitted within 60 days of the incident.
Service Credits constitute the sole and exclusive remedy for downtime, degraded performance, or failure to meet stated service levels.