Why choose Platinum support?
Dedicated Technical Account Manager
As part of our Platinum Support, you gain access to a dedicated Technical Account Manager (TAM). Your TAM serves as your primary point of contact, providing personalized assistance and guidance for your business.
They are trusted technical advisors who are thoroughly familiar with your Zoho implementation and are dedicated to ensuring that you derive maximum value from the deployed solution.
Custom Component Assistance
Your TAM is here to assist you with your custom-built components implemented specifically for your business by Zoho EBS.
Priority Issue Resolution
All Platinum Support tickets are directly allocated to the respective TAMs eliminating time required for resource allocation and basic triage process ensuring intial response time (IRT) of 30 minutes.
FAQs
Simply, drop us an email at platinumsupport@zohocorp.com, and our subject matter experts will get in touch with you.
If you are a Zoho EBS Customer or a mid-large enterprise with a paid subscription to any Zoho product or suite, you are eligible for Platinum Support services. Platinum Support is ideal for businesses using custom-built components or solutions that may include custom functions, widgets, telephony solutions, and other third-party integrations.
Platinum Support Technical Account Managers (TAMs) are highly trained subject matter experts who are your company's single point of contact from Zoho. They work in conjunction with your company, prioritizing and managing all your product, support, and solution-related requirements. They are committed to ensuring a seamless experience for your organization after project deployment. They have complete knowledge of your company's business processes and implementation, and they will offer consistent, contextual guidance and support.
Platinum Support is priced at 30% of your Annual Zoho subscription fee.
No, Platinum Support is available only for businesses using paid editions of Zoho products. If you use a free edition, you are entitled to receive Basic Support by default, with which you can:
- Email the Zoho support team your questions
- Raise a support request in the help portal
- Put up a forum post to get help from the support community
- Read through articles and documentation in the knowledge base
We have a range of support plans to cater to different business needs:
6
Basic | Classic | Premium | Enterprise | Platinum | |
|---|---|---|---|---|---|
| SERVICES | |||||
| Knowledge base | |||||
| Community forums | |||||
| Email support | |||||
| Live chat support | - | 8 hours x 5 days | 24 hours x 5 days | 24 hours x 7 days | Customer's time Zone |
| Phone support | - | 8 hours x 5 days | 24 hours x 5 days | 24 hours x 7 days | Customer's time Zone |
| Remote assistance | - | ||||
| Initial response time | 24 Hours | 8 Hours | 3 Hours | 1 Hour | 30 minutes |
| One-on-one sessions | - | - | |||
| Dedicated Technical Account Manager | - | - | - | ||
| Early access to new features | - | - | - | ||
| Support for custom functions | - | - | - | - | |
| Support for deployed Widgets | - | - | - | - | |
| Support for Telephony Solutions | - | - | - | - | |
| Support for third-party integrations | - | - | - | - | |
| ELIGIBILITY | |||||
| Based on number of user licenses purchased | - | - | - | Minimum 25 users | Minimum 250 users |
| Based on subscription period | - | - | Annual or Monthly | Annual | Annual |
| Pricing | |||||
| % of your product subscription fee | - | - | 20% | 25% | 30% |
Basic | Classic | Premium | Enterprise | Platinum |
|---|
Do you have questions?
We’ll be happy to help you identify the best support service for your Enterprise. Connect with us by sending an email to platinumsupport@zohocorp.com
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