Can I talk to someone before signing up?

Yes. If you want help choosing a package or need a more tailored arrangement, you can contact our team.

Is project work included?

No. ZinDesk covers standard support within the selected package. Project work, custom development, major configuration changes, formal training, and similar work are outside the standard support scope unless expressly agreed otherwise in writing.

How long is the subscription term?

All ZinDesk self-service packages have a 12 month minimum subscription term and renew automatically unless cancelled in accordance with the ZinDesk Subscription Terms.

Can I upgrade or downgrade later?

Yes. Upgrades can take effect immediately. Downgrades apply from the next billing cycle.

Which package includes Premium SLA?

Premium SLA is available with the 40 hour package unless Zinnovate expressly agrees otherwise in writing.

Do unused hours roll over?

No. Unused hours do not roll over unless Zinnovate expressly agrees otherwise in writing.

What happens when my hours are used up?

There is no automatic overage billing. Your support capacity resets at the next billing cycle. If your support demand is regularly higher than your package, you may need to upgrade or move certain work into a separately scoped engagement.

How are support and advisory hours measured?

Support and advisory hours are measured based on the time reasonably logged by Zinnovate while handling your in-scope requests, including troubleshooting, coordination, guidance, and expert advisory input.

What does unlimited tickets mean?

Unlimited tickets means you can submit support requests without a ticket cap. Support and advisory usage is measured by the hours reasonably logged by Zinnovate while reviewing, troubleshooting, coordinating, advising, communicating on, and closing those requests. Unlimited tickets does not mean unlimited support or advisory effort beyond the hours included in your package.

How can I register my business?

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Can I talk to someone before signing up?
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Is project work included?
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How long is the subscription term?
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Can I upgrade or downgrade later?
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Which package includes Premium SLA?
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Do unused hours roll over?
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What happens when my hours are used up?
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How are support and advisory hours measured?
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What does unlimited tickets mean?
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How can I register my business?
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