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What is your Zimbra/BES Help Desk's scope of support?
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Last Updated
27th 2009f March, 2009
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The 01.com Help Desk's mission is to help people use Zimbra to collaborate more effectively.  People means all people using our service, not just Point of Contacts (POCs).  As long as you have an exclusive mailbox in the 01.com Zimbra cloud, you're entitled to help desk support from 01.com without additional cost. 

Have your own Zimbra server?  You may purchase Help Desk support, too, either for your own Help Desk, or directly for your end-users.  See our Managed Services.

Each help desk team member, has on average almost 2 years of experience supporting the Zimbra Collaboration Suite, and at least one technical help desk certification, such as Apple, RIM, Red Hat or Microsoft certification.

The help desk team is based out of Chicago, IL, in the U.S.A., and is reachable by chat using AIM or iChat: help@01.com (put us on your buddy list!), via our help desk's private web issue tracking and ticketing system, email and toll-free telephone available in 20 countries.  The number in Canada and the U.S. is 1 888-663-3250 x4.  See our contacts page for the list of international phone numbers.

The help desk's scope of support includes:

  • Priority response
  • Trouble-shooting and diagnostics of client-side issues in the Zimbra web client (we recommend Firefox)
  • Trouble-shooting and diagnostics of client-side issues in supported mail clients and OS
    1. Windows XP or Vista
    2. Mac OS X 10.4 or 10.5 (Tiger or Leopard)
    3. Outlook 2003/2007
    4. Current versions of Eudora
    5. Thunderbird on any platform
    6. Mac Mail
    7. Zimbra Desktop
  1. Apple iPhones (not jail broken!)
  2. RIM Blackberry devices
  3. Windows Mobile 2003, 5 and 6 devices
  4. Palm OS devices
  • Occasional remote control and screen sharing sessions to expedite trouble-shooting
  • Trouble-shooting and diagnostics of client-side issues with Zimbra sync connectors
  • Trouble-shooting and diagnostics of mobile device issues
  • Identification of the optimal resources to solve issues, such as knowledgebase articles
  • Zimbra bug identification and submission: http://bugzilla.zimbra.com
  • Escalation to Systems Administration, Billing and Sales departments as needed

Examples of services the help desk's scope of support does not include:

  • Troubleshooting or assisting with software or services classified by Zimbra or 01.com as "beta"
  • Programming, training and complex services, any of which may be optional Professional Services
  • Managing beta or software unsupported by its manufacturer, conflicts between various pieces of desktop software (ie: Outlook plug-ins), or issues caused by use of software outside its accepted operating procedures, or in a manner not supported by our Agreement (ie: Outlook .PST files greater than 2GB in size, not supported by Microsoft nor 01.com!)
  • Systems administration and engineering services that require or would be greatly assisted by CLI access and expertise
  • Helping to reinstall an operating system
  • Troubleshooting HTML signature code
Availability

Times given are CST/CDT (GMT -6/-5), aka "central time" in Chicago, IL, U.S.A, and subject to the Terms of our Shared/Cloud Hosting Agreement, or MSA, as applicable.
  • 24x7: Live person available to answer chat and phone, and response system for systems-down emergencies.
  • 18x7 : Help Desk client-side tech support available.  Our help desk team support technicians are scheduled in multiple shifts to cover most hours of each day, every day and night, including holidays and weekends:
    Monday-Friday: 6AM until 1AM
    Saturday-Sunday: 7AM until 1AM
  • 9x7: Systems administration and engineering is available 7 days a week, from 9AM-6PM, excepting written, confirmed scheduling and systems-down emergencies. 
  • 8x5: Billing and Sales are available Monday-Friday, from 9AM-5PM.
Visitor Comments
  1. Comment #1 (Posted by Alex Amero )
    Which Mobile works best with Zimbra. I am about to buy one and I can not figure it out. I had a Windows Vista and Thunderbird install and I used to have Blackberry pearl that did not have synchronized well with the mail and certainly never had synchronized agenda and contacts. I paid anything to get this work right >mobile +desktop+mail Regards, Desperate business man
  2. Comment #2 (Posted by FAQ Admin )
    Thanks for your question, Alex. I use the Blackberry world edition, 8830. With Zimbra it syncs mail, calendar, contacts and tasks without having to add any software to the Blackberry, using 01.com's native BES sync service. This service is in beta as of Sept 2008, as the software that enables it is still being developed by Zimbra, and 01.com is new to supporting it. While this works very reliably already with a single domain, in 01.com's cloud environment where there are thousands of domains, the service is less reliable during this beta period, which could last into the next year. It should be noted that 01.com's BES beta is free for all participants, and $99/year once it goes into general release (no activation fee if purchased annually). If you need reliable service, we recommend our production option, which is NotifyLink. For an activation fee of $25 and $10 to $12 per month (less annually), NotifyLink syncs mail, calendar, contacts and tasks, too, however, it is slower than working BES, and also requires you to load software onto your Blackberry device. Alternatively, you may also consider an iPhone, which syncs mail (push), calendars and contacts using ActiveSync/ZimbraMobile, a service included with annual prepaid terms.
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