Support Policy

Last Update: February 2025

Eligibility for Support Services

Zoomin is committed to responding rapidly and effectively to all support requests submitted by Customers that have a valid subscription to Zoomin services. This SaaS Support Policy applies to the Customer’s use of Zoomin’s SaaS products following completion of the implementation phase and go-live launch. Customers still in the process of onboarding are assigned a dedicated implementation team whose availability will be in accordance with the scope of the applicable SOW.

Ticket Submissions

Customer-reported support requests regarding bugs, defects or errors in the Service as well as product questions can be submitted and tracked on a 24 x 7 basis in the Zoomin online support portal by the Customer’s authorized technical contact.

While feature, customization and configuration requests logged through the online support portal are not subject to Zoomin’s issue response time commitment, Zoomin will use reasonable commercial efforts to promptly respond to them. If a Customer submits a support case related to enhancement or feature requests, Zoomin will deem the support case closed once the request has been forwarded internally.

If unable to access the online support portal, the Customer may contact Zoomin support via email at zoomin-support@salesforce.com. This will automatically open a traceable support case in the online portal on the Customer’s behalf.

If unable to access either the online support portal or email, the Customer may contact Zoomin support by phone at the following intake numbers, solely for the purpose of having the support request submitted on their behalf:

(+972) 3-763-0225 - Israel

+44 20 4625 2230 - UK

+1 844 536 7614 - USA

Note that as part of the identification process in connection with phone support, the Customer may be asked to provide certain identifying information to verify the Customer contact’s identity.

All authorized Customer contacts submitting support tickets must be reasonably proficient in the use and functionality of the Services and familiar with the Documentation. Customer will use reasonable diligence to ensure a perceived error is not an issue with Customer equipment, software, or internet connectivity. When submitting a ticket, the Customer shall provide Zoomin with sufficient details to enable Zoomin to accurately diagnose and reproduce the issue, such as error logs, screenshots, browser and OS version, or other information reasonably requested by Zoomin to diagnose the issue.

Issue Classification and Prioritization

Support tickets submitted by the Customer will be classified by Zoomin according to the issue severity as described below. When submitting issues, Customers can indicate the perceived severity for the issue, based on these guidelines. With the exception of high-risk information security matters, only live production environments may be classified as Critical severity. Zoomin reserves the right to amend the Customer’s designated severity classification if Zoomin reasonably believes that the severity indicated by the Customer is not aligned with these guidelines.

Zoomin will prioritize tickets based on severity, ease of resolution, and priority indicated by the Customer in the ticket itself or in subsequent Customer communication with Zoomin.

Issue Severity Classification Guidelines

Severity	Description	Criteria
Critical (SaaS Severity 1)	Business-critical functions are inoperable or a critical interface has failed, as listed in the decision criteria. Significant number of end-users are unable to use the Services to access content, creating a material significant interruption to the Customer’s business or poses a significant and imminent reputation risk. The Customer has no reasonable workaround.	Service is down or non-responsive, restricting end-users from accessing the Service. A significant number of end-users cannot login or register to the Service, or view content. Time-sensitive content cannot be uploaded to the Service. Search is not functioning. PDFs can not be exported by a significant number of end-users. Suspected information security issue (reasonably classified by infosec as ‘critical’) which poses an immediate, credible and material risk to the Customer data or reputation.
Major (SaaS Severity 2)	End-users are able to access the Service, but certain functionality is severely restricted in its use with no available workaround.	Degraded performance but where end-users can still reasonably access and use the Service. Incidents localized to specific individuals who cannot access content, login or register, or perform other material operations. UI or functionality issues that materially and adversely impact an end-user’s ability to interact with the Service or reflect poorly and materially on the Customer’s brand. Subscription emails are not being sent. Suspected information security issue (reasonably classified by infosec as ‘high’) which poses a credible, material but non-immediate risk to the Customer data or reputation. Critical issues where the Customer has a reasonable temporary workaround.
Minor (SaaS Severity 3)	The Service is usable, and the issue doesn't represent a significant impact on the Customer’s operations or reputation.	UI or functionality issues that do not materially or adversely impact an end-user’s ability to interact with the Service and do not reflect poorly or materially on the Customer’s brand. Information security issues (reasonably classified by infosec as ‘‘medium’ or ‘low’) which do not present a significant risk to Customer data or reputation. Major issues where the Customer has a reasonable temporary workaround. Any inquiry or non-technical request.

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Response times

Zoomin does not guarantee resolution times, and a resolution may consist of a fix, workaround or other solution that Zoomin deems reasonable, subject to Customer cooperation in identifying and resolving the issue.

Zoomin support shall not include, and Zoomin shall not be responsible or liable to correct, any issue or failure to meet obligations where the issue is caused by (i) Customer’s failure to use the Services, or any part thereof, in accordance with the Documentation and any other specifications provided by Zoomin, (ii) negligence, misuse, abuse, or mishandling of Zoomin Services by Customer or any third party acting on Customer’s behalf; or (iii) inappropriate environmental conditions (such as network problems, power or air-conditioning failures) or any technical issue unrelated to the Services or not under Zoomin’s control.

Zoomin will make reasonable efforts to meet the target response times stated in the table below. Response times are measured from the time a ticket is submitted with sufficient details about the issue via one of the methods set out above.

Zoomin will provide continuous efforts to resolve Critical (SaaS Severity 1) issues until a workaround or resolution can be provided, or until the incident can be downgraded to a lower severity.

SaaS Support Target Response Times:

Process	Critical (SaaS Severity 1)	Major (SaaS Severity 2)	Minor (SaaS Severity 3)
Online support ticket submission	24 x 7	24 x 7	24 x 7
Initial response from the time a support ticket is opened	Up to 2 hours	Up to 1 working day	Up to 4 working days
Form and cadence of updates on open tickets	Zoomin will provide an update every hour from the initial response (unless communicated otherwise to Customer), until the issue is resolved or downgraded in severity	Support tickets will be up-to-date at any given time with the latest available status information	Support tickets will be up-to-date at any given time with the latest available status information
Hours of operation for support	24 x 7 x 365	Sunday through Thursday: 7:00AM - 7:00PM EST Friday: 7:00AM - 1:00PM EST	Sunday through Thursday: 8:00AM - 5:00PM EST

Salesforce has completed its acquisition of Zoomin