Find answers to common questions about getting help with Zaius, including how to contact Support.
How do I know if Zaius is fully operational?
Visit status.zaius.com to get real-time information about the operational status of the platform. Click Subscribe To Updates to receive alerts regarding any change in status.
Zaius experienced an outage and I had campaigns running. What do I do?
In the rare event that Zaius experienced an outage, the engineering team will ensure that your campaigns are deployed and your emails are sent. If you’re not sure of the status of a particular campaign, please check the Activity Log or contact Support.
Channels and Availability
What’s the best way to contact Support?
The best ways to contact Support are either through in-app chat or by emailing firstname.lastname@example.org. Using these channels will ensure that you get the fastest response and solution possible.
To access in-app support:
- Log into your Zaius account.
- Select the Help button at the bottom right.
- Select the Chat with Support option from the sidebar.
Should I reach out to my Customer Success Manager directly?
Your Customer Success Manager (CSM) may not be available but the Support channels will be staffed. If you have an issue that requires input from your CSM, Support will loop them in.
When is Support available?
Support is available via chat and email from 8 AM to 8 PM EST Monday through Friday.
The guaranteed response time for all communication channels is within the stated Service Level Agreement (SLA) for your support plan.
Does Zaius offer weekend support?
On-call support is available for critical issues and questions impacting campaigns that are scheduled to run over the weekend or Monday morning before US business hours. If your question relates to a campaign that fits those criteria, the team will attempt to assist you.
All other questions will be addressed on Monday during normal business hours. This approach ensures that we have the resources available to assist those with immediate campaign needs.
I scheduled my campaign to run at 10:00; it’s 10:15 and I haven’t received my emails. Is there something wrong?
Not necessarily. When a scheduled campaign is triggered, the emails are released into a queue. Depending on the volume of content, the release process can take anywhere from 0 seconds to an hour to complete. If it has been more than an hour and none of the scheduled emails have been received, please contact Support.
I’m not sure if my campaign has been released. Should I resend it or schedule it to run again?
Before you schedule or resend your campaign, please check the Activity Log. If you don’t see activities related to the campaign, please wait 20 minutes and check again. If you're still not seeing the expected activity after 30 minutes, please contact Support.
I’m looking at my reporting and can't find information related to a recently released campaign. Should I be concerned?
Analytics data can take up to 20 minutes to appear within Zaius. If you don’t see what you’re expecting, please wait 20 minutes and check again. If you're still not seeing the expected activity after 30 minutes, please contact Support.