Zoho Support Plans and SLAs
- U.S.-based
- Agents are Zoho Certified Consultants
- Guaranteed FRT
- Pay as you go
The Benefits of Having a Zoho Partner
Supporting Your Zoho Platform
Most companies see any technical support, especially Zoho support, as a cost, often scrutinized and questioned. There’s a running joke that when your Zoho platform is doing its job well, and there are no emergencies, you wonder what the Zoho support does. And if there is an emergency, you also wonder what the Zoho support does. With us, you always know the cost and value of our Zoho support.
Multi-Level (L1, L2, L3) Live Zoho Support for Everyone
Our helpdesk comprises Tier 1, Tier 2, and Tier 3 support lines; customers always directly contact a live person to solve their problems. We do not use bots, AI, canned responses, or outsourced unskilled staff. We internally escalate requests to Tier 2 and Tier 3 without customers reminding us to do so. Issues that we cannot resolve are escalated to Tier 4, the Zoho Corporation's Partner Line support, so we'll act as the liaison between you and Zoho. Tier 4 requests are rare.
We Are Your Zoho SME (Subject Matter Expert)
Having a single point of contact for all Zoho-related issues is convenient. No matter what the question is, we answer. As an Advanced Zoho Partner, we have access to the Partner-level technical support and account managers in Zoho. Most competitors don't.
Zoho-Certified Support Agents
Our agents are not merely receiving messages and conducting basic documentation searches; on the contrary, we are certified Zoho consultants who have obtained paid certifications as Zoho CRM Administrators, Zoho Flow Certified Associates, Zoho Mail Certified Administrators, and the list goes on. We maintain our professional level through extensive investment in certifications and continuous education.
No Outsourcing
We don't outsource our support, and our helpdesk is served by the same people who are working on your projects. They know what they are doing.
Full Transparency
With our value-based pricing model, you pay for the results you agreed upon rather than the time spent. We sign a clear, well-defined agreement for any type of support.
Full Predictability
You can have an SLA with guaranteed FRT and well-predictable turnaround time. Please note that no one can guarantee the turnaround time due to the nature of the Zoho platform being a cloud-based SaaS.
You Choose How to Ask for Help
Depending on your SLA level, you can call us at (833) 880-2387, send an email, visit the self-service Zoho Desk portal, or even have a live, real-time chat support in your Zoho Cliq — whatever you prefer.
You Choose How to Pay
Unlike most Zoho Partners, we don't insist on prepaid SLAs with monthly retainers and hour-based minimums. You're welcome to pay as you go, ticket by ticket. Prepaid SLAs are better for businesses with many employees and complex business processes; if you don't need much support, you don't have to overpay.
Our Own Business Runs on Zoho, Too
If there's a platform-level, global issue, we'll be aware of it the same moment as you are and equally motivated to resolve it with the Zoho team. Our Advanced Partner status grants us the level of Zoho support inaccessible for the regular customers.
Platforms We Support
First and foremost, we support the Zoho Platform. Though Zoho rarely works alone, so we are proficient with other terrific platforms:
People We Support
Director of Technology @ MAG Industries, Ltd.
Dmitry and his team consistently go out of their way to keep us running smoothly. If it's important, they get it done as fast as humanly possible.
Founder @ Lawyer BookBuilder®
We’ve been working with United Parts of Chicago as our Zoho Partner for several years, and as always, they deliver an exceptional experience. It’s rare to find super-fast responsiveness, high technical ability, and consultative honesty all wrapped up in one provider, but they are the full package.
As our company has grown along with our needs, United Parts has helped us go deeper into the Zoho ecosystem to unleash more of its capabilities. Dmitry’s team also provides support to maintain and enhance our web sites, delivering the same level of care, speed, and skill as with his Zoho-based support. It’s great to know I can rest comfortably knowing United Parts of Chicago has my back, and their Advanced status is certainly well-deserved.
Director @ Pür Design
Dmitry and his team have been exceptional to work with. This was a huge project that took almost a year to complete and completely transformed how we operate. Because of the work completed we are able to work more efficiently and have only just begun to see the positive effects. Everything from start to finish was laid out clearly and we were not an easy team to work with! Constantly changing the objective due to our own ignorance with the platform and what it could really offer made United Parts of Chicago's job harder than it needed to be but they were always ready and willing to do what was necessary. Highly recommended!
What Zoho Support Plan Suits Your Needs Better?
| Our Zoho Support Tiers | ||||
|---|---|---|---|---|
| Feature | Pay as You Go | The Loop Plan | The River North Plan | The Gold Coast Plan |
| Monthly Support Volume | Pay per ticket (No monthly commitment) |
Fair Use Policy (up to 10 requests/mo) |
Fair Use Policy (up to 20 requests/mo) |
Unlimited Requests |
| Support Channels | Email / Support Portal | Email / Support Portal | Email, Support Portal, Real-time Chat (Zoho Cliq), Phone (by appointment) | Email, Support Portal, Real-time Chat (Zoho Cliq), Direct Phone Calls (business hours) |
| First Response Time (FRT) SLA* |
No SLA Best effort basis (Typically 2-3 business days) |
P1 4 Business Hours P2 8 Business Hours P3 16 Business Hours |
P1 2 Business Hours P2 4 Business Hours P3 8 Business Hours |
P1 1 Business Hour P2 2 Business Hours P3 4 Business Hours |
| What's Included |
|
|
|
|
| Proactive Services | None | None | Monthly System Health Check (1 × 1 hour call) |
Monthly System Health Check (1 × 1 hour call) + Quarterly Strategic Review (1 × 90-min session) |
Pay as You Go
Monthly Support Volume
Pay per ticket (No monthly commitment)
Support Channels
Email / Support Portal
First Response Time (FRT) SLA
No SLA
Best effort basis (Typically 2-3 business days)
Best effort basis (Typically 2-3 business days)
What's Included
- Each ticket quoted before work begins
- Work executed only after quote approval
- Email-only support
- No proactive monitoring
Proactive Services
None
The Loop Plan
Monthly Support Volume
Fair Use Policy (up to 10 requests/mo)
Support Channels
Email / Support Portal
First Response Time (FRT) SLA
P1 4 Business Hours
P2 8 Business Hours
P3 16 Business Hours
P2 8 Business Hours
P3 16 Business Hours
What's Included
- Zoho platform guidance
- Configuration assistance
- Integration troubleshooting
- Best practices consultation
Proactive Services
None
The River North Plan
Monthly Support Volume
Fair Use Policy (up to 20 requests/mo)
Support Channels
Email, Support Portal, Real-time Chat (Zoho Cliq), Phone (by appointment)
First Response Time (FRT) SLA
P1 2 Business Hours
P2 4 Business Hours
P3 8 Business Hours
P2 4 Business Hours
P3 8 Business Hours
What's Included
- Everything in Loop Plan
- Custom workflow review
- Performance optimization
- User training assistance
- Priority email support
Proactive Services
Monthly System Health Check (1 × 1 hour call)
The Gold Coast Plan
Monthly Support Volume
Unlimited Requests
Support Channels
Email, Support Portal, Real-time Chat (Zoho Cliq), Direct Phone Calls (business hours)
First Response Time (FRT) SLA
P1 1 Business Hour
P2 2 Business Hours
P3 4 Business Hours
P2 2 Business Hours
P3 4 Business Hours
What's Included
- Everything in River North Plan
- Dedicated support team
- Priority Zoho escalation
- Strategic planning guidance
- Advanced automation support
Proactive Services
Monthly System Health Check (1 × 1 hour call) + Quarterly Strategic Review (1 × 90-min session)
Priority Definitions:
P1 Critical - System down, major business impact, no workaround
P2 High - Significant degradation, workaround exists
P3 Normal - Minor issues, questions, feature requests
*First Response Time (FRT) indicates when we will acknowledge and begin working on your request. Resolution time varies based on issue complexity and the cloud-based nature of the Zoho platform, which is not under our 100% control. We commit to keeping you informed throughout the resolution process.