{"id":5411,"date":"2019-06-25T10:24:46","date_gmt":"2019-06-25T17:24:46","guid":{"rendered":"https:\/\/xmission.com\/blog\/?p=5411"},"modified":"2019-06-26T13:03:39","modified_gmt":"2019-06-26T20:03:39","slug":"zimbra-license-maximize-your-official-zimbra-support-experience","status":"publish","type":"post","link":"https:\/\/xmission.com\/blog\/2019\/06\/25\/zimbra-license-maximize-your-official-zimbra-support-experience","title":{"rendered":"Zimbra License: Maximize your Official Zimbra Support Experience"},"content":{"rendered":"<p>This post is for those interested in Zimbra licensing and covers how to maximize your <a href=\"https:\/\/zimbra.com\/support\" target=\"_blank\" rel=\"noopener noreferrer\">Official Zimbra Support<\/a> experience.<\/p>\n<p>XMission is a long-time Zimbra Gold Partner and can help you with <a href=\"https:\/\/xmission.com\/zimbra\" target=\"_blank\" rel=\"noopener noreferrer\">hosted Zimbra email<\/a> or <a href=\"https:\/\/xmission.com\/licensing\" target=\"_blank\" rel=\"noopener noreferrer\">Zimbra licensing and support<\/a> for your email server needs.<\/p>\n<p>First, a couple quick definitions so you will understand this post.<\/p>\n<p><strong>The Basics: Zimbra Server Licensing and Support<\/strong><\/p>\n<p>Zimbra is an email server software typically installed on-premise, on your <a href=\"https:\/\/xmission.com\/cloud\" target=\"_blank\" rel=\"noopener noreferrer\">cloud VPS<\/a>, or managed by a service provider such as XMission in our <a href=\"https:\/\/xmission.com\/colocation\" target=\"_blank\" rel=\"noopener noreferrer\">datacenter<\/a>.<\/p>\n<p>Zimbra server software options include:<\/p>\n<ul>\n<li>Network Edition (Paid version offering Professional or Standard Edition mailboxes)<\/li>\n<li>Open Source Edition (Free version offering Community edition mailboxes)<\/li>\n<li>Zimbra Suite Plus (Paid suite of enhancements for Open Source edition)<\/li>\n<\/ul>\n<p>Official Zimbra Support agreements are available to all softwares and we explain the support options on our wiki about <a href=\"https:\/\/wiki.xmission.com\/Purchasing_Zimbra_Licensing_and_Support\" target=\"_blank\" rel=\"noopener noreferrer\">purchasing Zimbra licensing and support<\/a>.<\/p>\n<p>\u200b\u200b\u200b\u200b\u200bLet&#8217;s get started with how to maximize your support experience.<\/p>\n<p><strong>Zimbra Support Mission Statement<\/strong><\/p>\n<p><a href=\"https:\/\/xmission.com\/blog\/2017\/11\/29\/buy-zimbra-open-source-support-zimbra-suite-plus-tools-from-xmission\/zimbra-ose-icon-03\" rel=\"attachment wp-att-5102\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-5102 alignleft\" src=\"https:\/\/xmission.com\/blog\/wp-content\/uploads\/2017\/11\/Zimbra-OSE-icon-03.png\" alt=\"\" width=\"138\" height=\"138\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><em>&#8220;Support every customer as if we<\/em><em> are<br \/>\n<\/em><em> the customer by providing quality,<br \/>\naccurate and timely support.&#8221;<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>What this means to the Zimbra Support team:<\/p>\n<ul>\n<li>Every case that is open is important;<\/li>\n<li>Your problem is their problem\u2014and they are an extension of your team;<\/li>\n<li>They strive to provide prompt and accurate responses;<\/li>\n<li>They&#8217;ll always be honest; (If the tech doesn&#8217;t know the answer they will tell you and then escalate.)<\/li>\n<li>They&#8217;ll collaborate with The Technical Support Team (TSE) to guide cases to resolution;<\/li>\n<li>They&#8217;ll utilize direct communication with Product Development to escalate issues.<\/li>\n<\/ul>\n<p><strong>Simple steps to improve your support experience:<\/strong><\/p>\n<p>Zimbra Support has been improving the customer&#8217;s experience by matching staffing with regional case load, increased technical training, and improved analytics of support issues to identify and resolve trends.<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/john-hurley-1537502\/\" target=\"_blank\" rel=\"noopener noreferrer\">John Hurley<\/a>, Senior Support Manager at Zimbra, says you can dramatically improve your support experience with these simple steps:<\/p>\n<ol>\n<li>Always open cases within the <a href=\"https:\/\/support.zimbra.com\" target=\"_blank\" rel=\"noopener noreferrer\">Zimbra Support Portal<\/a>;<\/li>\n<li>Always open cases under the correct account; (If a Zimbra Partner \/ Reseller \/ Consultant is assisting, they should identify who they are, for whom they are opening the ticket, and that they will need to use your credentials.)<\/li>\n<li>Provide as much data as possible using the portal or by responding to the support email with the Case ID in the Subject line. When responding, please include:\n<ul>\n<li>Version of software;<\/li>\n<li>Time &amp; date when the issue occurred;<\/li>\n<li>Contact and contact information, if different than the credentials for the license file;<\/li>\n<li>Hours, including time zone, when support can call you back;<\/li>\n<li>Steps to recreate issues;<\/li>\n<li>Logs and full error messages; (zmdiaglog, LDAP, local config, zmdump output)<\/li>\n<li>Screenshots or video of issue;<\/li>\n<li>Provide test accounts with <em>secure<\/em> passwords;<\/li>\n<li>The latest changes, customizations, and basic architecture of your systems;<\/li>\n<li>Updates of anything changed before Zimbra Support contacts you;<\/li>\n<li>Most cases require review of your config file. As the <em>Zimbra User<\/em> run this to export your LDAP config: <em>\/opt\/zimbra\/libexec\/zmslapcat \/tmp\/<\/em><br \/>\nProvide support the &#8216;\/tmp\/ldap.bak&#8217; config file.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><strong>Knowledge helps.<\/strong><\/p>\n<p>We can attest that customers have the best experience when they take responsibility for their needs. This means understanding the details on their <a href=\"https:\/\/wiki.xmission.com\/Purchasing_Zimbra_Licensing_and_Support\" target=\"_blank\" rel=\"noopener noreferrer\">support contract<\/a>, reading the <a href=\"https:\/\/www.zimbra.com\/support\/support-offerings\/\" target=\"_blank\" rel=\"noopener noreferrer\">Zimbra.com support details<\/a> page, and knowing support severity levels and how to effectively communicate them to the Zimbra Support team.<\/p>\n<p>The <a href=\"https:\/\/wiki.xmission.com\/Optimize_Your_Official_Zimbra_Support_Experience\" target=\"_blank\" rel=\"noopener noreferrer\">XMission wiki page on improving your Official Zimbra Support experience<\/a> covers these additional topics:<\/p>\n<ul>\n<li><a href=\"https:\/\/wiki.xmission.com\/Optimize_Your_Official_Zimbra_Support_Experience#Zimbra_Support_Severity_Levels\" target=\"_blank\" rel=\"noopener noreferrer\">Severity Levels<\/a><\/li>\n<li><a href=\"https:\/\/wiki.xmission.com\/Optimize_Your_Official_Zimbra_Support_Experience#Zimbra_Support_Hours_and_Notes:\" target=\"_blank\" rel=\"noopener noreferrer\">Support Hours and Notes<\/a><\/li>\n<li><a href=\"https:\/\/wiki.xmission.com\/Optimize_Your_Official_Zimbra_Support_Experience#Scheduling_Major_Work\" target=\"_blank\" rel=\"noopener noreferrer\">Key items to be aware of when scheduling major work<\/a><\/li>\n<li><a href=\"https:\/\/wiki.xmission.com\/Optimize_Your_Official_Zimbra_Support_Experience#What_is_not_Zimbra_Support_responsibility\" target=\"_blank\" rel=\"noopener noreferrer\">Requests outside of Zimbra Support&#8217;s responsibility<\/a><\/li>\n<li><a href=\"https:\/\/wiki.xmission.com\/Optimize_Your_Official_Zimbra_Support_Experience#Bugs_and_enhancement_cases.\" target=\"_blank\" rel=\"noopener noreferrer\">How bug and enhancement cases are handled<\/a><\/li>\n<\/ul>\n<p>Sounds easy enough, right? If not, we are happy to answer your questions about the Zimbra Support process.<\/p>\n<p>As always, you can call or <a href=\"mailto:zimbrasales@xmission.com\">email us<\/a> to order, upgrade, or renew all <a href=\"https:\/\/xmission.com\/licensing\" target=\"_blank\" rel=\"noopener noreferrer\">Zimbra licensing<\/a> and support needs. When licensing isn&#8217;t a fit you can always use our <a href=\"https:\/\/xmission.com\/zimbra\" target=\"_blank\" rel=\"noopener noreferrer\">Zimbra hosting<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This post is for those interested in Zimbra licensing and covers how to maximize your Official Zimbra Support experience. XMission is a long-time Zimbra Gold Partner and can help you with hosted Zimbra email or Zimbra licensing and support for your email server needs. First, a couple quick definitions so you will understand this post. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[657,253,255,180,397,396,458,352,5,399,398,39,615,616,553],"tags":[41,389,685,400,507,501,387,627,626,628],"class_list":["post-5411","post","type-post","status-publish","format-standard","hentry","category-education","category-email-2","category-exchange-replacement","category-hosting","category-licensing","category-mail-server","category-office365","category-system-administration","category-tips-helpful-information","category-value-added-reseller","category-var","category-zimbra","category-zimbra-8-8","category-zimbra-open-source-support","category-zimbra-suite-plus","tag-email","tag-email-hosting","tag-email-licensing","tag-hosted-email","tag-open-source","tag-zimbra","tag-zimbra-email","tag-zimbra-open-source-support","tag-zimbra-support","tag-zoss"],"_links":{"self":[{"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/posts\/5411","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/comments?post=5411"}],"version-history":[{"count":42,"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/posts\/5411\/revisions"}],"predecessor-version":[{"id":5597,"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/posts\/5411\/revisions\/5597"}],"wp:attachment":[{"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/media?parent=5411"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/categories?post=5411"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/xmission.com\/blog\/wp-json\/wp\/v2\/tags?post=5411"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}