FAQ's

The 10XBiZ Zoho Support team hold a wide range of Zoho certificates between them:-

• 10 Zoho Certifed Creator Developers

• 8+ Zoho Certified CRM Consultants

• 6 Advanced Zoho Analytics Experts

We also have access to a team of Certified Zoho Advanced Developers, for when we need some expertise that goes beyond clicks. No one gets to rest on their laurels: Our team are committed to keeping their certs up to date, and regularly take their update exams.

Once you have started a support contract with us, we will give you a dedicated support email address for you to send your requests to. This will create a case in Zoho for our support team, and they will answer your case within our agreed time limits. We will also provide you with a telephone number to call for more urgent or business critical requests.

We have a three-tiered Support Package offering, starting with our basic ‘Lift Off’ package, mid-range ‘High Altitude’ and then our premium package ‘Stratospheric’. Each of our packages has a different level of service and pricing, and you can download our pricing via the ‘Get the Guide’ link at the bottom of this page.

We will respond to you within 24 hours, with a resolution plan at a minimum, although we will endeavour to deliver a full solution within that time. For urgent queries/business critical issues, you can call us on a dedicated phone line.

For our Stratospheric package customers, you will have a dedicated account manager who will look after your requirements. It is still likely however that this account manager will bring in other team members to contribute on issues where they have greater expertise. For our High Altitude and Lift Off customers, support cases will go to any member of the support team based on availability and again, areas of expertise.

There is always an answer in Zoho, even if this means thinking about the problem a bit differently and even re-engineering the current solution. The great thing about having a support contract with 10XBiZ, is that while the great majority of your questions will be tackled by our Admins, you also have access to some very experienced Zoho Developers for the occasional, truly thorny issue that requires a more technically complex solution.

In our experience, finding that an issue genuinely has no ‘fix’ indicates that there is a bug. In which case we will report this issue to Zoho, while putting in place a workaround for the time being, to keep you on track.

Our Zoho Support packages do not generally include the development and delivery of new projects, that is to say brand new functionality in your Zoho instance. In simple terms, support is about clicks (configuration) rather than code. Having said that, of course the line between new development and the support of existing infrastructure can be blurred and arguably could encompass development work of smaller scope. If you have support hours available in any given month and we have Zoho Developer resource available, we will always do our best to put that to time to good use.

We have a 6 month minimum contract period and it is not possible to cancel your support contract within this time.