Contact Zonitix support

Before you start

• Try When something goes wrong first (linked at the bottom of this page). It covers the common problems and often gets you to the fix faster than an email.
• Write from the email address on your Zonitix account, so we know which company you are.

Write to us

1. 1

   Step 1: Email support

   Support is by email. Write to license@zonitix.com. The same address is under “Need help?” in your customer console on this website; see Your Zonitix account on this website.

   We send a first response within 12 business hours on Core and Team and 8 on Advanced. That is the time to a first reply, not a promise of when the problem will be fixed.

   Those are business hours, not hours on the clock. The website states its business days as Sunday to Thursday, in the delivery promise for a new instance. It does not publish the hours of the day or a time zone, so ask us if the timing matters to you.

2. 2

   Step 2: Say what happened

   Tell us what you were doing, the exact words of the message you saw, and the time it happened. A screenshot helps.

   If the error shows a reference, include it. Error replies from Zonitix carry a “correlationId”, a code that lets us find the matching line in the logs.

3. 3

   Step 3: Attach a diagnostics bundle if you can

   In your Zonitix app, go to Security & ComplianceSecurity SettingsSupport and click “GENERATE DIAGNOSTICS BUNDLE”. A file is saved to your computer. It is sent nowhere; you choose whether to attach it to your email.

4. 4

   Step 4: Let us in only if we ask

   Zonitix support has no sign-in to your app unless you grant one. If we need to look inside your instance, we will ask you to grant time-limited access from the same Support screen, and you can end it at any time.

What you should see

If something goes wrong

You cannot sign in to your Zonitix app at all

First ask another administrator at your company: they can send you a sign-in link and reset your second factor, as Help someone who is locked out describes. Nothing in your app lets Zonitix support reset a password or a second factor, because support has no sign-in to it unless a signed-in administrator grants one. If you are the only administrator, the last section of that guide says what you can still try; then email us from the address on your account and say exactly what you have lost.

The question is about your plan, an invoice or a renewal

Use the same address. Plans are arranged with us and paid by invoice and bank transfer.

Nobody at your company is technical, and a guide says it is an IT task

Backups, email and updates are set up from inside your app by your own administrator. Hand the technical setup to whoever helps you with IT lists what to ask a helper for and how to check it was done.

Your server is unreachable

Email us with the time it stopped answering. We host and monitor your server. Email is also how you report an outage. The first-response times in step 1 are the only ones published, and no separate response time is published for an outage or for a message sent outside business hours. While you wait, When something goes wrong lists what you can check yourself.

Still stuck? See When something goes wrong.

Where next

• When something goes wrong
• Give Zonitix support temporary access
• Help someone who is locked out
• Glossary: words used in these docs