WE PROVIDE A UNIQUE “DIRECT- TO- ENGINEER” SUPPORT MODEL. INSTANT, PERSONAL SUPPORT WHEN YOU NEED IT.

 

24/7 UNLIMITED SERVICE LEVELS – Zhero Wait, you simply do not wait!

PRIORITY ASSIGNED RESOLVED
CRITICAL DIRECT TO ENGINEER 2 HOURS
HIGH < 1 HOUR 4 HOURS
MEDIUM < 2 HOURS 4 HOURS
LOW < 4 HOURS 8 HOURS

PRIORITY MATRIX – Your priority is our priority

PRIORITY SCOPE GUIDE
CRITICAL VIP, USER(S), OFFICE, BRANCH OFFICE, DEPARTMENT, GROUP – SECURITY INCIDENT AND/OR ALERT
– URGENT SECURITY CHANGE REQUEST, FOR EXAMPLE DISABLE A USER(S) AND/OR SERVICE IS UNAVAILABLE
– IMMEDIATE RESTORATION AND/OR ACTION REQUIRED
– NO TEMPORARY WORKAROUND, IMMEDIATE RELIEF REQUIRED
HIGH USER(S), OFFICE, BRANCH OFFICE, DEPARTMENT, GROUP – SERVICE FUNCTIONALITY LIMITED
– CLIENT EXPECT QUICK RESOLUTION AND CAN BEAR MINOR DELAYS
– TEMPORARY WORKAROUND, URGENT RELIEF REQUIRED
MEDIUM USER(S), OFFICE, BRANCH OFFICE, DEPARTMENT, GROUP – SERVICE IS NOT FUNCTIONING CORRECTLY
– CLIENT INCONVENIENCED BUT CAN STILL FUNCTION
– TEMPORARY WORKAROUND, RELIEF POSSIBLE
LOW USER(S), OFFICE, BRANCH OFFICE, DEPARTMENT, GROUP – FUTURE ASSIGNMENT OR WISH LIST “NICE TO HAVE”
– DOES NOT AFFECT FUNCTION
– EXPERIENCE MAY BE IMPROVED

TICKETING – Vetted by a real human

24/7 SUPPORT

UNITED KINGDOM
+44 207 183 0234 | London
+44 84 5450 6784 | Nationwide		 UNITED STATES
+ 1 646 968 0266 | New York
FRANCE
+33 18 288 3027 | Paris		 SOUTH AFRICA
+27 21 300 2464 | Cape Town

You can also reach us on +44 20 7183 0234 for international and/or local calls or via email at servicedesk@zhero.co.uk.

ZHERO | LONDON HEAD OFFICE | UK

ZHERO | LONDON | UK

ZHERO | MANCHESTER | UK

ZHERO | NEW YORK | USA

ZHERO | CAPE TOWN | SA

162 Farringdon Road
London
EC1R 3AS
United Kingdom
+44 (0)20 7183 3975

Moor Place, 1 Fore Street Avenue
London
EC2Y 5EJ
United Kingdom
+44 (0)20 7183 3975

No 1. Spinningfields, Quay Street
Manchester
M3 3JE
United Kingdom
+44 (0)20 7183 3975

22 Knapp Street, Suite 204
New York
CT 06907
United States
+1 (0)646 968 0266

B1 Grosvenor Square
Park Lane, Century City
Cape Town, 7441
South Africa
+27 (0)21 300 2464


SALES
ACCOUNTS
GENERAL
+44 20 7183 3975
sales@zhero.co.uk
+44 20 73475 2387
accounts@zhero.co.uk
info@zhero.co.uk

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Our direct-to-engineer | Zhero wait SLA is only for critical incidents, support and maintenance.
We follow a strict change control process which may impact the expected resolution time.
For any project work, there is a normal lead time of at least 3 working days. This includes new user and workstation setups.
Network and system configuration changes, additional software installations and projects may also require 4-10 working days to complete depending on the complexity of the request.

Our standard office hours are weekdays from 08:00-18:00, for after-hours support please call us for immediate assistance. After-hours support emails are only checked at scheduled intervals. Service charges may apply for after-hours support. Please refer to your Service Level Agreement “SLA”, if you have any inquiries please email us at servicedesk@zhero.co.uk

LEAVE YOUR COMPUTER ON EVERY WEDNESDAY FOR CRITICAL SECURITY PATCHES.

Great News! We now update all your important applications, such as browsers, Java and iTunes, automatically as part of your managed services.

Once an update has taken place, the computer tends to restart itself – and you might find that even the server has restarted in the process.
However since all this happens in the dead of the night, there is no disruption to your working day.
Please make sure that you have saved all your work and closed all applications before leaving the office.
The server patching has moved to Friday evenings, there is a small possibility that the server may have restarted but not your workstation – if this happens you may not be able to access the server resources. This can easily be fixed by logging off and back on again. Mobile services could be affected.
If you have problems after an update, do give us a call. A disk defragment and cleanup is performed at this time to keep the Windows computers running optimally.

Managed Updates only apply to clients with our “Cloud Services”, “Managed Server” and “Managed Workstation” services and with Windows & Mac operating systems, if you are not sure if this applies to you please email us servicedesk@zhero.co.uk.

LEAVE YOUR COMPUTER ON EVERY WEDNESDAY OR FRIDAY FOR A FULL MALWARE SCAN.


The antivirus software on all your computers does a full scan at 01.00 am every Thursday and Saturday, please keep all computers on and don’t forget to close all applications. If you forget to leave your computer on, don’t worry, we have real-time scanning enabled and you will still be protected. Also, it would really help us if you could educate your users on how to protect themselves from viruses when they are online or using email. 

Full Antivirus scans only apply to clients with our “Cloud Anti-Virus” services and with Windows & Mac operating systems, if you are not sure if this applies to you please email us  servicedesk@zhero.co.uk.