Terms Of Support Services

ZokuSuite operates on a highly resilient, enterprise-grade cloud infrastructure designed for maximum uptime and reliability. Built on a high-availability Integration Platform as a Service (iPaaS) architecture, it leverages distributed cloud services to ensure continuous operation and seamless scalability. To maintain optimal performance, ZokuSuite employs proactive uptime monitoring, including BetterStack’s Uptime Monitoring, enabling real-time performance tracking, automated incident detection, and rapid response to potential disruptions. This ensures that critical business processes remain uninterrupted and consistently optimized.

For Severity 1 (Critical) incidents, ZokuSuite provides 24/7 support with a 2-hour response time to all active subscribers, ensuring that mission-critical operations remain uninterrupted.

All active Zoku subscriptions include Basic Support and are entitled to all upgrades and updates to Zoku products available periodically.

BASIC SUPPORT

Basic Support is for Severity 1 (Critical) incidents with a 2 hour response time. Basic Support also includes access to Zoku’s searchable knowledge center of content that includes Support Articles/FAQs and Help Documentation.

ENHANCED SUPPORT

An enhanced support package can be tailored to your requirements. The package contains:

• Everything included in Basic Support
• Support for Severity 2,3 and 4 Incidents
• Optionally Operational Support

Please contact your Zoku or Solution Provider rep for details.

Support Incident Severity Level

Severity Level 1 (Critical) means an Incident where Customer’s production use Zoku products is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact

Severity Level 2 (Significant) means an Incident where one or more important functions of NetSuite or the SuiteApp are unavailable with no acceptable Alternative Solution. Customer’s implementation or production use of NetSuite or SuiteApp is continuing but not stopped; however, there is a serious impact on the Customer’s business operations.

Severity Level 3 (Medium) means an Incident where: (a) important SuiteApp features are unavailable but an Alternative Solution is available, or (b) less significant SuiteApp features are unavailable with no reasonable Alternative Solution. Customers experience a minor or no loss of business operation functionality and/or an impact on implementation resources or an incident that has minimal impact on the business operations or basic functionality of the NetSuite Cloud Service or SuiteApp,

Severity Level 4 (Low) means business process and system functionality are marginally affected or unaffected. System and/or data not at risk. Request for minor Fix or information.