The Zimbra System Administration service is available as three different subscription options:

• Maintenance Only:
  • Zimbra and Linux operating system upgrades are performed by Agileware.
  • No Service Level Agreement. Support is provided on a best-effort basis only.
  • Business Hours Support must be purchased separately, as required.
• Basic Support and Maintenance:
  • 8 hour Service Level Agreement during Business Hours
  • Includes 1 hour Business Hours Support per month.
  • Maintenance for Zimbra and Linux software and security updates.
• Priority Support and Maintenance:
  • 4 hour Service Level Agreement during Business Hours
  • Includes 1 hour Business Hours Support per month.
  • Maintenance for Zimbra and Linux software and security updates.

A subscription is required for each Zimbra server to be maintained. If you have multiple Zimbra servers that you require to be maintained and supported, then only one Basic or Priority support subscription is required for 1 server. With the remaining servers having a Maintenance Only subscription.

Business Hours Support can be used to:

• respond to user and Zimbra administration questions
• perform system configuration changes
• investigate Zimbra bugs and errors
• trouble-shoot other problems with your Zimbra server

Business Hours Support can be purchased for an additional fee. 1 hour is included with Basic and Priority support subscriptions. To request support please register a support ticket in our Support Centre.

If you have purchased a Zimbra License then you are able to purchase additional Zimbra Support Tickets which can be used to escalate issues with Zimbra software to Zimbra Support. Zimbra Support Engineers will then work with you or Agileware (as your representative) to investigate and where possible resolve the issue. These support tickets are additional to those automatically included with your Zimbra License. Zimbra Support Tickets are not available for Zimbra Open Source Edition.

The Zimbra System Administration service does not include:

1. hosting of the Zimbra server or any server hardware. It is assumed that you will provide the hosting and server hardware.
2. providing storage for backup data. However, Agileware can advise on a suitable storage for your backup data.
3. any on-site services. All Agileware services are delivered via remote access.
4. Business Hours Support exceeding that which has been purchased separately or included.

Agileware will install software on your Linux server which:

1. sends data to the Agileware server reporting performance metrics, log file analysis, running processes, server statistics. This is required to monitor your server effectively. Reports are sent back every 2 to 5 minutes using your Internet connection.
2. remotely manage the configuration of the Linux server.