The best Zabbix support experience!
Opensource ICT Solutions has been providing official Zabbix support subscriptions for years already. 24/7, worldwide we assist our customers with their support needs. Whether this is a bug in Zabbix (we involve Zabbix development team in such cases), a configuration error, or anything else. We’re here to support you!
Local support
Our expertise goes beyond borders. With presence in The Netherlands, United States and United Kingdom we provide 24/7 support worldwide!
Experienced engineers
For the last 5 years, multiple Fortune 500 companies worldwide have used our knowledge and experience for a multitude of different Zabbix services. This way with us you know you’re getting the right experience.
A fair price
As an official Zabbix Partner we are able to give you the right tailored price. We keep the prices low for you and keep to our high quality standards still.
Support by us and ZABBIX
Opensource ICT Solutions Zabbix Engineers will provide the 1st line support. The contract is backed up by Zabbix SIA and the developers will handle 2nd line support or 1st line support if preferred.
Silver subscription
Silver
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Monitored devices and metrics: Unlimited amount
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Phone call support: Included
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Number of incidents: 8
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Support availability: 8×5
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Initial response time: 1 day
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Emergency response time:Not/Applicable
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Support contacts: 1
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Supported Zabbix servers: Price per server
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Supported Zabbix proxy: Additional costs
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Legal entities covered: 1
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
A maximum number of unique persons assigned to use this support tier on behalf of a customer.
Price for each level of Technical Support is calculated based on number of Zabbix servers customer is using in its infrastucture. Unlimited means that particular support level price includes support for unlimited number of Zabbix servers. Zabbix servers in Active-Passive setup are considered to be 1 Zabbix server in terms of Technical Support
An architecture where one Zabbix server and one or more Zabbix proxies are used to monitor customer IT environment. Zabbix proxies collect data and forward to Zabbix server for further processing
Subsidiary, parent company, or branch of a customer is considered to be a separate legal entity. When Technical Support service is being used by employees and/or for infrastructure monitoring of more than one legal entity, Technical Support tier covering more than 1 legal entity should be purchased.
Gold subscription
Silver
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Monitored devices and metrics: Unlimited amount
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Phone call support: Included
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Number of incidents: Unlimited
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Support availability: 8×5
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Initial response time: 4 hours
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Emergency response time:Not/Applicable
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Support contacts: 2
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Supported Zabbix servers: Price per server
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Supported Zabbix proxy: Additional costs
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Legal entities covered: 1
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Remote Troubleshooting
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
A maximum number of unique persons assigned to use this support tier on behalf of a customer.
Price for each level of Technical Support is calculated based on number of Zabbix servers customer is using in its infrastucture. Unlimited means that particular support level price includes support for unlimited number of Zabbix servers. Zabbix servers in Active-Passive setup are considered to be 1 Zabbix server in terms of Technical Support
An architecture where one Zabbix server and one or more Zabbix proxies are used to monitor customer IT environment. Zabbix proxies collect data and forward to Zabbix server for further processing
Subsidiary, parent company, or branch of a customer is considered to be a separate legal entity. When Technical Support service is being used by employees and/or for infrastructure monitoring of more than one legal entity, Technical Support tier covering more than 1 legal entity should be purchased.
A service provided remotely by Opensource ICT Solutions engineers to fix problems related to the operation of a Zabbix server or proxy
Platinum subscription
Silver
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Monitored devices and metrics: Unlimited amount
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Phone call support: Included
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Number of incidents: Unlimited
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Support availability: 24×7
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Initial response time: 4 hours
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Emergency response time: 90 minutes
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Support contacts: 3
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Supported Zabbix servers: Price per server
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Supported Zabbix proxy: Additional costs
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Legal entities covered: 1
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Remote troubeshooting
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Performance tuning
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Pre-compiled Zabbix agents for specific platforms
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
A maximum number of unique persons assigned to use this support tier on behalf of a customer.
Price for each level of Technical Support is calculated based on number of Zabbix servers customer is using in its infrastucture. Unlimited means that particular support level price includes support for unlimited number of Zabbix servers. Zabbix servers in Active-Passive setup are considered to be 1 Zabbix server in terms of Technical Support
An architecture where one Zabbix server and one or more Zabbix proxies are used to monitor customer IT environment. Zabbix proxies collect data and forward to Zabbix server for further processing
Subsidiary, parent company, or branch of a customer is considered to be a separate legal entity. When Technical Support service is being used by employees and/or for infrastructure monitoring of more than one legal entity, Technical Support tier covering more than 1 legal entity should be purchased.
A service provided remotely by Opensource ICT Solutions engineers to fix problems related to the operation of a Zabbix server or proxy
A service provided remotely by Opensource ICT Solutions which includes an audit of the Zabbix installation followed by actual steps to improve performance
Enterprise subscription
Silver
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Monitored devices and metrics: Unlimited amount
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Phone call support: Included
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Number of incidents: Unlimited
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Support availability: 24×7
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Initial response time: 4 hours
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Emergency response time: 90 minutes
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Support contacts: 7
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Supported Zabbix servers: Unlimited servers
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Supported Zabbix proxy: Unlimited
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Legal entities covered: 1
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Remote troubleshooting
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Performance tuning
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Pre-compiled Zabbix agents for specific platforms
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Environment review
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Assigned primary account manager
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Upgrade to the latest version
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Monthly progress meetings
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On-site or remote consultancy
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1x Online Zabbix Certified User training
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Online or on-site Zabbix Certified Specialist training
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Online or on-site Zabbix Certified Professional training
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
A maximum number of unique persons assigned to use this support tier on behalf of a customer.
Price for each level of Technical Support is calculated based on number of Zabbix servers customer is using in its infrastucture. Unlimited means that particular support level price includes support for unlimited number of Zabbix servers. Zabbix servers in Active-Passive setup are considered to be 1 Zabbix server in terms of Technical Support
An architecture where one Zabbix server and one or more Zabbix proxies are used to monitor customer IT environment. Zabbix proxies collect data and forward to Zabbix server for further processing
Subsidiary, parent company, or branch of a customer is considered to be a separate legal entity. When Technical Support service is being used by employees and/or for infrastructure monitoring of more than one legal entity, Technical Support tier covering more than 1 legal entity should be purchased.
A service provided remotely by Opensource ICT Solutions engineers to fix problems related to the operation of a Zabbix server or proxy
A service provided remotely by Opensource ICT Solutions which includes an audit of the Zabbix installation followed by actual steps to improve performance
A service provided remotely by Opensource ICT Solutions which includes an audit of the Zabbix installation, followed by written recommendations on how to improve performance, usage of best practices etc.
Monthly progress meetings are aimed to provide regular interaction between the customer and Opensource ICT Solutions to maintain the relation, make sure everything works as expected, receive feedback and provide consultations and discuss further improvements to the customer environment
A 5 day(40 hour) on-site or remote consultancy bundle to deliver consultations, performance tuning, reviews etc.
Official Online training for up to 50 customer employees, provided by Opensource ICT Solutions
Official on-site or online training for up to 5 customer employees, provided by Opensource ICT Solutions
Official on-site or online training for up to 5 customer employees, provided by Opensource ICT Solutions
Global I subscription
Silver
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Monitored devices and metrics: Unlimited amount
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Phone call support: Included
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Number of incidents: Unlimited
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Support availability: 24×7
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Initial response time: 2 hours
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Emergency response time: 60 minutes
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Support contacts: 20
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Supported Zabbix servers: Unlimited servers
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Supported Zabbix proxy: Unlimited
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Legal entities covered: 5
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Remote troubleshooting
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Performance tuning
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Pre-compiled Zabbix agents for specific platforms
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Environment review
-
Assigned primary account manager
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Upgrade to the latest version
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Monthly progress meetings
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2x On-site or remote consultancy
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3x Online Zabbix Certified User training
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2x Online or on-site Zabbix Certified Specialist training
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2x Online or on-site Zabbix Certified Professional training
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Online or on-site Zabbix Certified Expert training
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Man-days of Integration and Development teams (20 days)
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Zabbix Summit tickets
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
While we offer specific timeframes within our support service level guarantees, every effort will be made to respond more quickly when resources are available
A maximum number of unique persons assigned to use this support tier on behalf of a customer.
Price for each level of Technical Support is calculated based on number of Zabbix servers customer is using in its infrastucture. Unlimited means that particular support level price includes support for unlimited number of Zabbix servers. Zabbix servers in Active-Passive setup are considered to be 1 Zabbix server in terms of Technical Support
An architecture where one Zabbix server and one or more Zabbix proxies are used to monitor customer IT environment. Zabbix proxies collect data and forward to Zabbix server for further processing
Subsidiary, parent company, or branch of a customer is considered to be a separate legal entity. When Technical Support service is being used by employees and/or for infrastructure monitoring of more than one legal entity, Technical Support tier covering more than 1 legal entity should be purchased.
A service provided remotely by Opensource ICT Solutions engineers to fix problems related to the operation of a Zabbix server or proxy
A service provided remotely by Opensource ICT Solutions which includes an audit of the Zabbix installation followed by actual steps to improve performance
A service provided remotely by Opensource ICT Solutions which includes an audit of the Zabbix installation, followed by written recommendations on how to improve performance, usage of best practices etc.
Monthly progress meetings are aimed to provide regular interaction between the customer and Opensource ICT Solutions to maintain the relation, make sure everything works as expected, receive feedback and provide consultations and discuss further improvements to the customer environment
A 5 day(40 hour) on-site or remote consultancy bundle to deliver consultations, performance tuning, reviews etc.
Official Online training for up to 50 customer employees, provided by Opensource ICT Solutions
Official on-site or online training for up to 5 customer employees, provided by Opensource ICT Solutions
Official on-site or online training for up to 10 customer employees, provided by Opensource ICT Solutions
Official on-site or online training for up to 5 customer employees, provided by Opensource ICT Solutions
20 man-days which can be spend to develop complex integrations between zabbix and 3rd party applications, custom automation processes or extending Zabbix functionality
Full participation tickets, including event hall, hotel accommodation, workshops and fun-stuff events. Tickets can be used for both Zabbix Summit as well Zabbix conferences
Various support tiers
Of course there is a difference in what you need, and thus we provide various support tiers, from 8 incidents (8×5 coverage) per year, all the way up to 24/7 availability with 60 minutes response time.
Just see above all official tiers. Not sure which one fits best? Just contact us and we’ll advise you!
Consultancy vs Technical Support
Consultancy:
Consultancy is paid for on an hourly rate. It’s main purpose is to answer questions related to architecture of your infrastructure, implementation of a (back-up) strategy, capacity planning and to provide strategic advice.
Technical Support:
Technical Support is paid via a fixed cost annual contract, it only covers questions related to troubleshooting specific Zabbix problems, coaching how to install and configure Zabbix, and provides fixes for source code bugs.
To fill the gap between Consultancy and Support contracts, we also provide Servicedesk services. You pay a competitive fixed price for our availability and we’re available to answer all your questions on a hourly rate: the best of both worlds if you ask us!
On all our support contracts, the following terms and conditions apply: Terms and Conditions
