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Support Services
SCM Supports, Manages and Administers customers’ infrastructure and applications through a variety of options to help you ensure success with your on-premise cloud environment.

Service Level Sliver Preminum/Gold Corporate/Platinum
Hours of Availability No Support Available from SmartPrise Cloud Representatives 9am to 6pm IST Weekdays excluding holidays 24x7 ,365 days
Modes of Communication Users may post and read comments and questions on SmartPrise Cloud's community forums or file an incident, but SmartPrise Cloud does not guarantee to respond to any incident reporting SmartPrise Cloud Director's Online Helpdesk and SmartPrise Cloud's community forum SmartPrise Cloud Director's Online Helpdesk and SmartPrise Cloud's community forums Telephone support if requested via Helpdesk
Response Times Not Applicable Urgent-within 4 hours Other wise-within 6 hours Urgent-within 1 hour Other-within 4 hours
Pricing None Please contact ZSL SmartPrise Cloud team to inquire about license and support pricing for deployments.

Customization

SCM has the facility to deploy a set of manual customizations in the on-premise environment specific to the users’ needs. These customizations are not salient features of SCM but are available as per the users’ support services options availed for.
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