Most support contracts fix what breaks. That is necessary and insufficient. Our support plans fund both: Run keeps it working, Change keeps it relevant.
What’s included
Run
- Named engineers who know your instance, not a rotating queue
- Defined response and resolution SLAs by severity
- Incident handling, user issues, permissions, data fixes
- Release hygiene: testing Zoho’s platform updates against your configuration
- Monthly health reporting: adoption, queue trends, integration failures, data quality
Change
- A funded monthly allocation of engineering time for enhancements
- One prioritised backlog, reviewed with you monthly
- Delivered in sprints, tested, documented
- No change requests, no re quoting, no six-week procurement cycle for a two-day change
Why the Change half matters
Every implementation we’ve delivered has produced requirements after go live that nobody could have specified before. Not scope creep. Genuine learning. Clients with a funded change backlog absorb that and the system compounds in value.
Plans
| Essential | Standard | Enterprise | |
|---|---|---|---|
| Support hours | Business hours | Extended hours | 24/7 |
| Response SLA | 8 hours | 4 hours | 1 hour |
| Named engineer | Shared | Yes | Yes plus backup |
| Change allocation | N/A | 2 days / month | 5 days / month |
| Monthly governance call | N/A | Yes | Yes |
| Integration monitoring | N/A | Basic | Full |
AI operations support
If your Zoho instance includes AI agents, document processing or voice automation, our Managed AI Operations plans cover monitoring, retraining and performance tuning alongside platform support.
Explore Managed AI OperationsCommon questions
Can you support a Zoho instance someone else implemented?
Yes. We start with a health check to document what exists before taking responsibility for it.
What if we need more change capacity in a given month?
Additional days are available at the plan’s rate.
Do we get access to the same engineers each time?
On Standard and Enterprise, yes, a named engineer with a named backup. Continuity is most of the value.
Get started with the CRM health check
A free, structured assessment of your Zoho instance. Five working days, ninety minutes of your time, and a scored report you keep whatever you decide.
Get started with the CRM health check