How do I get Zimbra Support? What options are available?
Contact sales@zimbra.com to get Zimbra Support. For various support options, refer to https://www.zimbra.com/connect/support/support-offerings/
Self-Help Support
Zimbra offers complimentary access to documentation, knowledge-based articles and community support.
For quick access, this is where you can troubleshoot and find solutions to common issues.
- Zimbra Wiki
- Zimbra Blog
- Zimbra Forums
Our forums are available 24/7 and are monitored by a community of expert administrators, Zimbra partners and System Operators.
Zimbra Support Plans
There are Standard and Premier Support which customers and partners can subscribe to. Learn more about our support options.
You can also contact your local Zimbra service-provider who might have an existing support plan or contact our Sales team if you wish to subscribe to our support plan.
Customers and Partners with a valid Standard or Premier plan can submit a ticket for technical support at the Support Portal.
Additional Support
- Professional Services
If you require more personalized assistance or need help with complex configurations, Zimbra offers professional services that can provide you with expert guidance and support tailored to your specific needs. - Zimbra Authorized Partners
Zimbra has a network of authorized partners who offer a range of services, including support, consulting, implementation, and training. These partners have undergone training and certification programs to ensure their expertise in deploying and managing Zimbra solutions.
How should I raise a Support Ticket?
There are 3 ways to raise a Support Ticket
Customers and Partners with a valid Standard or Premier plan can raise a ticket for technical support via one of these options.
- Option 1
Go to Support Portal
Go to Case Management and click Raise a Ticket - Option 2
Email us at support@zimbra.com - Option 3
Call. Find the number to call here.
Do I have phone support?
All new or existing customers can contact Support through the phone numbers listed here.
If you are an existing customer, use your access code when calling.
What should I do if my case is urgent but falls on public holiday?
Zimbra Support is available for assistance even on public holidays. Contact Support and raise a ticket with the appropriate severity.
I'm a customer located in APAC, can i call EMEA support center?
We recommend exploring the support resource and options available in your own region first. You can, as a customer located in the APAC region, reach out the EMEA support center for assistance.
What should i provide to verify my account when I call a support expert?
You will be prompted to enter your access code when dialing in. In absence of an access code, you will need to provide your company name and your email address to verify your account.
I'm not well verse in English, how should I talk to someone who understands my language?
Zimbra Support can guide you through alternatives when you speak a different language than English. It is advised to write an email to support@zimbra.com if you speak any other language than English and Zimbra Support will reach you back.
How do I obtain access to the Zimbra Support Portal? It is prompting me for login details.
If you do not have access to the Zimbra Support Portal and need to obtain it, please send your request and provide a list of contacts to your Zimbra Account Manager or send an email to renewals@synacor.com or support@zimbra.com or inform your current Zimbra partner.
I have initiated a password reset for the Zimbra Support Portal but have not received the email password reset instructions. Why?
There could be a few possible reasons –
- Incorrect username
- Message was flagged as spam or junk
- A different email address is listed as your primary email address
Please contact your Zimbra Account Manager or send an email to support@zimbra.com for help.
Refer Zimbra Support Portal User Guide at https://wiki.zimbra.com/wiki/Zimbra_Support_Portal_User_Guide.
I have received the email containing password reset instructions from the Zimbra Support Portal, but upon clicking the reset password link within the email, it’s redirected back to the reset password URL. I wondering if the Zimbra Support Portal outage. What should I do?
The URL embedded within the email was modified during delivery. Customers who have experienced this issue had security protections that re-write embedded URLs from external senders and will need to whitelist https://support.zimbra.com. If whitelisting is not an option, please contact support@zimbra.com and we can work with you on an alternative solution.
Refer Zimbra Support Portal User Guide at https://wiki.zimbra.com/wiki/Zimbra_Support_Portal_User_Guide
Where can I raise a support ticket?
Login to the Zimbra Support Portal using your credentials. Click on Case Management Tab -> New Case. Fill up all information and click SUBMIT.
I am unable to locate a support ticket after submitting it. What steps should I take?
After login to the Zimbra Support Portal click on Case Management Tab -> View Cases. Click on the Recently Viewed drop down list and choose All Cases instead.
I mistakenly omitted the screenshots when I initially submitted my support ticket. Is there a way for me to upload the file to the existing case?
Yes. Login to the Zimbra Support Portal click on Case Management-> View Cases -> Click on Case Number -> Related. Look for Attachments Section and Upload Files for your case.
After successfully renewing my Subscription License or Support Contract, I am now intending to upgrade the Zimbra software to the latest supported version. Is it possible for me to request the involvement of the Support Team during the upgrading process?
Unfortunately, the support contract specifically covers issues related to the Zimbra software and does not include Professional Services. The Zimbra Support Team can provide guidance and does not extend to involve with the upgrading work. Separate statement of work (SOW) and upgrading work is required and you would need to reach out to the Zimbra Professional Services team.
I possess multiple sets of licenses with different support contract end dates linked to my account. However, my requests for support have been denied. Can you provide an explanation for this situation?
Due to the expiration of Support Contracts for certain license sets, it may create mismatch support and product eligibility for your account. To ensure alignment, it is necessary for the customer to purchase and/or renew the Support Contract at the same Services Level for all the licenses associated with the account. This will help maintain consistent support and product eligibility across all license sets.
For more information regarding your license sets or to inquire about renewal pricing, please contact your current Zimbra partner or email to renewals@synacor.com.
My Subscription License or Support Contract has expired. Will I receive support?
We regret to inform you that the support team will be unable to provide any further assistance. To continue receiving support, it is necessary for you to renew your Subscription License or Support Contract for your perpetual license. Please reach out to your current Zimbra partner or Zimbra Account Manager for the renewal.
I'm running an End of Life Zimbra product. Will I receive support for it?
No. If you are using an End of Life Zimbra product, please note that support for such products is no longer available. To continue using a product that has reached its End of Life, you may be required to acquire Extended Support.
It is recommended to upgrade to a supported version. Continuing to use an End of Life product may pose security risks and lack access to bug fixes or feature updates.
What is Extended Support?
Extended Support is an optional service that may be offered at an additional cost for products that have reached their End of Life. If a customer chooses to purchase Extended Support, it extends the Technical Guidance period on an annual basis and to be eligible for Extended Support, the Subscription License or Support Contact must be active.
The fees for Extended Support are determined based on the latest supported version and are calculated in conjunction with the Subscription License or Support Contract fees which calculated as follow
- One version before – 25% extra
- Two versions before – 50% extra
- Three versions before – 100% extra
During the Extended Support period, Zimbra Support will remain accessible for products; however, it’s important to note that no new releases, bug fixes, or security patches will be provided for those products after End of Technical Guidance.
Please reach out to your current Zimbra partner or Zimbra Account Manager for the Extended Support cost.
My issue has been confirmed as a bug. What will happen now?
Your support ticket will be marked as closed and you will be provided with Bug Number. To track the status of the bug, login to the Zimbra Support Portal and click on Bug Lookup. Enter Bug Number provided and click Submit Request button. This will display the details and current status of the reported bug issue.
I need support during the weekend. Will I receive it?
Weekend support is exclusively available for customers with Premier Support and Sev-1 priority cases. If you have an active Premier Support and require assistance with upgrades, migrations, or maintenance tasks during weekends, please make sure to notify our support team in advance. This will allow us to allocate the necessary manpower to assist you promptly in case of any unexpected issues or challenges that may arise.
I have obtained a perpetual license for the software but my Support Contract has expired. Is it possible for me to upgrade to the latest supported version of the software?
A perpetual license grants you the right to use the software and its features up to the last version installed on your server before the Support Contract expired. Upgrading to the latest supported version of the software is not possible until the Support Contract is renewed. To obtain further information about the renewal pricing, please get in touch with your current Zimbra partner or send an email to renewals@synacor.com.
Does Zimbra provide any free support?
Yes. Zimbra provides 24/7/365 access to Zimbra Wiki, Documentation, Forums, and Blog. This access is available free of charge. If you possess a valid Subscription License or Support Contract, you can utilize the Zimbra Support Portal to raise support tickets and receive technical assistance as needed.
Is there a limit to the number of support cases I can open?
As long as your Subscription License or Support Contract remains valid, you can submit an unlimited number of support requests through the Zimbra Support Portal. It’s important to note that each support case represents a distinct issue
Where can I find Support Services Terms and Conditions policy?
Support Services policy are located on the Zimbra Legal page.
I am a Zimbra Partner. How can I raise a support ticket on behalf of my client?
If you are submitting a support ticket on behalf of your client, kindly provide their account and license ID for verification of the Support Contract. To minimize any potential delays, we strongly recommend that customers create support tickets directly, as this ensures that the case is properly associated with their account.
