Call, Chat, Email Us for Support

Our Support Methods

Standard Support Services

Country	Availability	By Phone	By Email	Web Chat
North America	Mon-Fri: 24 hours Sat-Sun: 9 AM - 6 PM (EST)	+1 (855) 936-3848 x 2 +1-647-494-9003	support@zenduit.com	Open Chat
MENA Region	Mon-Fri: 08:00-18:00 (EST)	+1 (855) 936-3848	support@zenduit.com	Open Chat
LATAM Region	Mon-Fri: 24 hours Sat-Sun: 9 AM - 6 PM (EST)	+1 (855) 936-3848	support@zenduit.com	Open Chat

Direct Support Numbers

Tier 1 Support

1. Phone: (647) 494-9003
2. Availability (EST):
1. Mon-Fri: 24 hours
2. Sat-Sun: 9 AM - 6 PM (EST)

Tier 2 Support - Urgent

1. Phone: (647) 260-5454
2. Availability: Mon-Fri: 24 hours

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	1-8 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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