Dedicated resources, guaranteed SLAs, and white-glove service for organizations operating at scale across our 400 divisions.
Every enterprise engagement is tailored to your division, scale, and criticality requirements.
Comprehensive support for mid-market enterprises with multi-division needs.
Volume-based pricing · Minimum 3 divisions
Full-featured support with 24/7 coverage and guaranteed SLAs for critical operations.
Tailored to your division portfolio
White-glove concierge support with on-site engineers for mission-critical operations.
Reserved for top-tier partners
Contractually binding SLAs aligned with your operational criticality.
| Priority | Definition | Professional | Enterprise | Platinum |
|---|---|---|---|---|
| P1 — Critical | Complete system outage; data loss risk; safety impact | 4h response / 8h resolve | 1h response / 4h resolve | 15m response / 2h resolve |
| P2 — High | Major feature degraded; significant user impact | 8h response / 24h resolve | 2h response / 8h resolve | 30m response / 4h resolve |
| P3 — Medium | Minor feature issue; workaround available | 1 business day | 4h response | 1h response |
| P4 — Low | Cosmetic issue; enhancement request; general inquiry | 3 business days | 1 business day | 4h response |
Every ticket, call, and message is tracked in our enterprise support platform.
Submit and track tickets with full visibility into status, internal notes, and resolution timelines.
Dedicated phone line with immediate routing to your assigned support team or on-call engineer.
Real-time chat with support engineers. Escalation to phone or ticket with one click.
Structured email support with automatic ticket creation and SLA tracking at every level.
Your named account manager serves as your single point of contact for strategic and operational issues.
For Platinum clients — our engineers deploy to your site for critical incidents within your region.
A structured, transparent process from contract to full operational readiness.
We review your division portfolio, map support requirements, and finalize SLA terms. A kickoff call aligns both teams on expectations and communication protocols.
⏱ Week 1–2Your dedicated team provisions your support portal, configures notification routing, integrates with your ticketing/ITSM tools, and establishes escalation contacts.
⏱ Week 2–3Your internal IT and operations teams receive training on our support platform, SLA processes, API documentation, and best practices for efficient issue reporting.
⏱ Week 3–4A two-week trial period where test tickets are submitted, response times are validated, and any process adjustments are made before the formal go-live.
⏱ Week 5–6Full operational support begins. Monthly or quarterly business reviews track SLA performance, identify optimization opportunities, and align on upcoming division changes.
⏱ Week 7+ · OngoingEnterprise clients get access to our full API suite with dedicated developer support, sandbox environments, and rate-limit increases tailored to your throughput requirements.
import aevum_zenth # Initialize with your enterprise API key client = aevum_zenth.Client( api_key="az_ent_your_key_here", division="energy_and_power", region="us-east-1" ) # Submit a support ticket programmaticallyticket = client.support.create_ticket( priority="P2", subject="Grid latency spike in sector 7", description="Smart grid API returning...", division="energy_and_power", tags=["grid", "latency", "api"] ) print(f"Ticket created: {ticket.id}") print(f"SLA response: {ticket.sla_response}") # Ticket created: TKT-2026-00847 # SLA response: 1h (Enterprise tier)
Clear, transparent escalation procedures ensure no issue falls through the cracks.
Initial triage, diagnostics, and resolution of common issues.
Deep technical investigation and cross-division coordination.
Direct engagement with the engineering team that built the system.
Executive-level intervention for unresolved critical incidents.
Let's discuss how Aevum Zenth Enterprise Support can be tailored to your organization's unique needs across our divisions.