To get help, customers with active support contracts can access the Zimbra Support Portal, where you can submit, view, and check the status of your support cases at any time.
Going through the support portal is the preferred method for submitting support cases. You can describe your problem in detail and ask specific questions. The support portal is available at https://support.zimbra.com.
The support portal’s home page includes important notices, such as recent critical bug alerts and security vulnerability alerts. It is important that you check this page frequently to see if the alerts apply to your ZCS system. If the alert is for your version of ZCS, you should apply the workaround that is given.
To open a case click Submit a new case. Your contact information and account name are automatically populated in the form. The following fields must be completed:
Type – Select the issue that closely relates to the type of case you are opening.
Product – Select the Zimbra application that applies to the case from the drop down list.
Version – Enter the version number of the Zimbra product being reported.
Customer Urgency – You can indicate your level of urgency. The technical support team will assign case priorities based, in part, on the urgency that you indicate.
Subject – Write a descriptive summary of the problem. Describe your problem in 50 characters or fewer.
Description – Provide the following information in the Description field:
Can the issue be reproduced (always/intermittent/never)Give step-by-step directions about how to reproduce the problem
Was the application working correctly before? If so when did it change and what is different now?
Describe what you have done to troubleshoot the problem, including expected behavior and actual observation?
Include your remote access information, if available.
When you submit your case, you will receive an auto-responder email with a unique case number. You will be able to track the progress of your case with this number.
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