What is a “service request”?

Support contract subscribers are entitled to a limited number of service requests, depending on your subscription tier. A new service request begins when you contact us about any problem related to Zammad, including:

  • questions about how to use Zammad,
  • prioritized bug reports, or
  • application configuration issues
and ends when that problem has been fully resolved. Service requests are guaranteed to receive a response within 2–6 hours (again, depending on your subscription tier).

Ordinary bug reports, feature requests, and sales inquiries are not deducted from your service requests—you may make as many of those as you wish.