Call, Chat, Email Us for Support

Call, Chat, Email Us for Support

Our Support Methods


Standard Support Services

Country
Availability
By Phone
By Email
Web Chat
North America
24/5 (Mon-Fri) EST
MENA Region
08:00 - 18:00 (Mon-Fri) EST
LATAM Region
24/5 (Mon-Fri) EST

Direct Support Numbers

Tier 1 Support

  1. Phone: (647) 494-9003
  2. Availability: 24/5 Mon-Fri EST

Tier 2 Support - Urgent

  1. Phone: (647) 260-5454
  2. Availability: 24/5 Mon-Fri EST

After Hours / Installer Support / Premium Support

  1. Email: oncall@zenduit.com
  2. Phone: (647) 894-9353
  3. Availability: 24/7

Escalation 

  1. Service Manager
    1. Gagandeep Sahni
    2. Email: supportmanager@zenduit.com 
    3. Phone: (647)-894-9353

  2. Fulfilment Manager
    1. Maxwell Moraes
    2. Email: maxwellmoraes@zenduit.com 
    3. Phone: 647-260-5411

  3. Owner
    1. Vishal Singh
    2. vsingh@zenduit.com
    3. (647) 894-9353

Response Time Commitment 

Support will respond to all tickets within 4 hrs of receipt and before end of business day (within Availability, whatever is shorter). Response will include either acknowledgement or a resolution to ticket.

A Support rep will be available to answer phones calls on all hours of availability.

Resolution Time Commitment:



Critical Priority
High Priority
Medium Priority
Description
Affects Operations
ie. Communication of hardware or access to software is affected
Modifications to account

ie. Alert changes, report change requests, Billing changes
General Questions

Does not affect operations

ie. how to setup reports, alerts, add users
Response Strategy
Call customer immediately to review issues and resolution timeframe and procedure. Regular customer updates to customer.
Call to review and walk customer through how to make changes (via remote assist app). Send knowledgebase link. 

Email/Call customer with solution. Sign customer up for relevant training. Send customer knowledge base link or add new support training knowledge base for future (if not available).
Response Time
1 Hr
4 Hr
Within Business Day
Resolution Time
1-4 Hours
6-18 Hours
Within 2-3 Days


Customer Service Values

  1. Listen to Customer and Share Ideas
  2. Be a real person not a robot (no technical language)
  3. Be honest about what you don't know
  4. Support customers as if they were part of your team
  5. Know your product
  6. Remember every second counts - pickup the phone to resolve real-time whenever possible
  7. Be Empathic
  8. Accept Responsibility


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