Zentyal Support Customer Guide

1. Introduction

Thank you for choosing Zentyal for your information infrastructure. Zentyal is committed to helping customers maximize their investment through reliable software maintenance, technical documentation, quality-assured software and security updates, and professional technical support.

This guide describes the support resources, policies and procedures available to Zentyal customers. It should be read together with the applicable Terms and Conditions, Terms of Sale, Purchase Order, license or support entitlement, and any separately agreed service or support terms.

Where a Purchase Order or separately agreed written service agreement contains specific terms that differ from this guide, those specific terms take precedence.

2. Zentyal Support Overview

Support options

Zentyal provides technical support for supported Commercial Editions of Zentyal Server. Support may be provided:

• Directly by Zentyal
• Through a Zentyal authorized partner or distributor
• Through individually purchased support tickets
• As part of an eligible subscription or support entitlement
• Through separately agreed Professional Services

The applicable support entitlement is determined by the customer's Purchase Order or support purchase.

3. Zentyal Support Services

Standard technical support

Zentyal technical support provides assistance with the normal features and operation of Zentyal Server. This includes reasonable assistance with:

• Installation
• Configuration
• Maintenance
• Management of installed Zentyal Server modules
• Troubleshooting
• Diagnosis of suspected product defects
• Configuration questions
• Software updates
• Escalation of confirmed software issues to Zentyal Engineering where appropriate
• General questions concerning supported Zentyal functionality

Zentyal will attempt to provide an appropriate resolution, workaround, configuration recommendation or software correction. Zentyal does not guarantee a resolution or a resolution time unless such a commitment is specifically agreed in writing.

Initial response service levels

Support response time depends on the support level or service purchased. These levels refer to the time in which Zentyal will assign, begin investigating and provide an initial response to a valid support request. The SLA relates to initial response time, not resolution time.

Severity and prioritization

In addition to the applicable response level, Zentyal uses issue severity to prioritize support requests. Higher-severity issues are given greater operational priority.

Support through a local partner

Zentyal operates through an international network of authorized partners and distributors. Where an appropriate partner is available, customers may receive support through that partner. Partners may provide services beyond standard product support, including:

• Installation
• Migration
• Integration
• Configuration
• Remote administration
• Monitoring
• Maintenance
• Hardware support
• Desktop support
• On-site support
• Complete infrastructure management

Support services contracted directly with a partner may be governed by separate service levels and commercial terms.

Professional Services

Zentyal may provide separately purchased Professional Services for requirements outside normal product support. These may include:

• Migration projects
• Complex integrations
• Customised deployments
• Architecture assistance
• Major version migration
• Advanced troubleshooting
• Development work
• Support for bespoke environments

Professional Services are governed by the applicable quotation, Purchase Order or Statement of Work.

4. Support Policies

Supported products

Zentyal Server is the primary supported product under standard commercial technical support. Development or Community editions are not covered by Zentyal commercial technical support unless expressly agreed otherwise. Support entitlement also depends upon the product version remaining within its supported lifecycle.

Severity levels

Severity levels are used to indicate the business and technical impact of a support request. The customer may identify an initial severity when submitting the request; Zentyal may adjust the severity where the actual circumstances do not correspond with the selected level.

Business hours and business days

Zentyal Support hours are Monday to Friday, 10:00 – 18:00 CEST, excluding bank holidays applicable at Zentyal Headquarters. Service-level response periods are measured during applicable business hours and business days. Appendix D contains the full list of observed holidays and early-closing days.

Support contacts

Support contacts are your organization's primary interface with Zentyal Support and must have a reasonable understanding of the technologies being managed. Only enabled accounts can access the Zentyal Support Portal. There is no limit to the number of accounts that may be designated to access the portal; open a Service Request through the portal to add or remove contacts. Zentyal will only communicate with the support contacts involved in an issue and will not engage end-users or third parties directly.

Server registration and update policy

For issues related to production Zentyal Server systems, it is required that servers are registered and running Quality Assured Updates before engaging Zentyal Support. Server software must be up to date. This can be checked from Zentyal Server section Software Management > System Updates.

Zentyal fixes are provided as progressive packages. Troubleshooting should therefore be performed on an updated system to ensure reproducibility in the latest version. Zentyal will not provide a hot-fix for a specific installation. Code fixes are applied to the latest version and delivered through subsequent package updates.

Customer tasks and scenario availability

Zentyal Support may require different pieces of information or actions to be taken in your Zentyal Server or environment. Often, an initial list of questions will be sent to understand your inquiry. Customers are expected to provide technical details and information about their infrastructure as reasonably requested, and to reply to all questions raised. In order to troubleshoot a given issue, customers may be required to create one or more user accounts with appropriate privileges. If the scenario where an issue has been detected is not available, Zentyal Support may decline to further examine the incidence.

Communication methods

The default communication channel is the Zentyal Support Portal. All new Service Requests must be created at https://support.zentyal.com. Customers may request a phone call or shared remote desktop session by indicating this in their issue via the Support Portal. If a customer fails to collaborate or remain available to a reasonable degree, Zentyal may close the Service Request. Closed requests may be reopened or a new request opened.

Supported environments

Zentyal supports Zentyal installations running on x86 architectures, either on physical hardware or on a virtual machine. For installation you can either use the Zentyal installer, or alternatively perform the installation on a clean Ubuntu Linux system using the provided software packages.

Common supported storage configurations include RAID, LVM, iSCSI volumes and SAN storage. NAS-based installations using NFS or CIFS for Zentyal or system directories are specifically unsupported. High-availability or distributed filesystem configurations require a current Zentyal Professional Services contract.

Hardware and third-party software considerations

Hardware. Where hardware is suspected of malfunctioning, customers will be asked to examine the relevant hardware piece. Zentyal Server is based on Canonical Ubuntu. Deployment on hardware certified for Ubuntu Server is recommended. Issues on uncertified hardware are handled on a best-effort basis.

Third-party software. Standard Support does not cover software or functionality that is not part of an out-of-the-box Zentyal module. Zentyal will provide reasonable advice about integration of third-party software with Zentyal (for example, integration of other applications with Zentyal LDAP for authentication purposes). Where a third-party application is found to conflict with Zentyal software, customers may be asked to disable or remove it to allow troubleshooting to continue.

Known limitations

Zentyal maintains an up-to-date list of known limitations of Zentyal products, available to customers through the Zentyal Support Portal Knowledge Base.

Subscription expiration

When a Zentyal Server subscription expires, it is automatically unregistered and unlisted at the Zentyal Support Portal. The Zentyal Server installation will automatically drop the registered edition features and revert to a basic Zentyal Development Edition. Any open issue related to that server will be closed as Unsupported by Zentyal. When a subscription expires, any data saved in Zentyal systems is not preserved. Assigning a new subscription to the same server will not restore inventory, monitoring or alerts data. Automated emails are sent 30, 15 and 7 days before a subscription expires.

Best effort

If the root cause of an issue is found to be outside the scope of Standard Support or outside the control of the Zentyal Engineering Team, Zentyal Support will normally refer customers to the relevant vendor. Where an issue is related to Zentyal common usage (browsers, mail clients, or mobile devices), Zentyal aims to provide assistance on a best-effort basis.

Product and support end-of-life

Only commercial editions are supported by Zentyal Support. Development releases are not supported. Commercial editions are maintained and supported during 4.5 years after their initial release date, and are periodically reinforced with service packs incorporating stable features, fixes and security patches. Current release policy information is available at: www.zentyal.com/zentyal-release-policy/.

5. Lifetime and Perpetual Licenses

What is a Lifetime/Perpetual Licence?

Zentyal offers both annual subscription licenses and Lifetime/Perpetual Licenses. The terms Lifetime License and Perpetual License describe the same licensing model. A Lifetime/Perpetual License provides continued usage rights for the licensed Zentyal Server version, subject to the applicable license agreement and Purchase Order.

Perpetual use and product lifecycle

A perpetual license does not mean that one software version receives perpetual software maintenance. Software and security updates are provided while that version remains within its supported product lifecycle. When the applicable version reaches End of Life:

• The perpetual license continues to provide the applicable usage rights
• Routine software and security maintenance for that EOL version ends
• Further support may require migration or upgrade to a supported Zentyal Server release

Major version upgrades

Unless expressly stated otherwise in the Purchase Order, a Lifetime/Perpetual License applies to the purchased major version. It does not automatically include an entitlement to future major versions. A future major-version license or upgrade may be purchased separately.

Support for Perpetual Licences

Technical support may be purchased separately for a valid supported Commercial Edition with a Lifetime/Perpetual Licence. The applicable response time and support scope are determined by the support service or ticket purchased.

6. Zentyal Support Workflow

Initiating a support request

Support requests should be created through the Zentyal Support Portal: https://support.zentyal.com. One support request should normally relate to one distinct technical issue. Customers should provide as much relevant information as reasonably possible.

Basic information

A new support request should normally include:

1. A descriptive subject
2. A clear description of the issue
3. The affected Zentyal Server version
4. The affected host or system
5. The selected severity
6. Relevant screenshots or log files
7. Contact details
8. Details of any relevant recent changes

Issue description

Where applicable, customers should describe:

• What is happening
• What was expected to happen
• When the problem began
• Whether the functionality worked previously
• How frequently the issue occurs
• Error messages
• Relevant diagnostics
• Troubleshooting already performed
• Recent hardware, software or network changes
• Customisations
• Related third-party systems
• Previous support requests that may be relevant

Providing this information when the case is opened can substantially reduce investigation time.

Remote access

Where remote troubleshooting is appropriate, Zentyal Support may request authorized access to the affected server. Remote access is used only for legitimate troubleshooting and support activities. The customer should indicate whether the system is a production server, whether testing is permitted, any applicable maintenance windows, and any restrictions on actions that may be performed.

Issue analysis

Zentyal Support will review the supplied information and begin investigation in accordance with the applicable support level and severity. Customer participation may be required throughout the investigation.

Initial response

The initial response process includes reviewing the submitted request, assigning an appropriate support resource, confirming or adjusting severity, beginning investigation, and providing an initial substantive response within the applicable SLA.

Issue handling

A support request will normally remain assigned to a Support Engineer or support team until closure. The request may move between statuses such as: New, Assigned, Awaiting Customer Information, Awaiting Engineering, Resolved, and Closed.

Problem resolution

Resolution may consist of: technical information, configuration guidance, a workaround, a software update, identification of an external cause, escalation to Engineering, or confirmation that the reported behavior is expected.

Requests for software fixes

Where investigation identifies a Zentyal software defect, the issue may be escalated to the Engineering Team. Engineering priority may take into account: severity, business impact, number of affected customers, security impact, technical complexity, availability of a workaround, and product lifecycle. Zentyal does not guarantee that every reported defect will result in an immediate software fix. Software corrections are normally delivered through supported product updates.

Issue closure

A support request may be closed when the issue has been resolved, a reasonable workaround has been provided, sufficient technical guidance has been supplied, the issue is identified as expected behavior, or continued investigation is not possible. A customer may request further review if they believe an issue has been closed prematurely.

Escalation

Customers may request escalation where progress is considered unsatisfactory, the business impact has materially increased, or additional coordination with Engineering is necessary. An escalation increases organizational visibility of the support request but does not change the contractual support entitlement or guarantee a particular resolution time.

7. Scope of Standard Support

The table below describes the scope of Standard Support and the appropriate contact points for each type of inquiry.

8. Customer Responsibilities

Customers are responsible for:

• Maintaining appropriate backups
• Maintaining suitable hardware and infrastructure
• Controlling access to their systems
• Keeping relevant technical contacts available
• Maintaining accurate support contact information
• Providing reasonable diagnostic information
• Following agreed troubleshooting procedures
• Informing Zentyal of significant environmental changes
• Complying with applicable Zentyal license terms

The customer remains responsible for determining whether and when to implement changes in a production environment.

9. Data Protection and Confidentiality

Information supplied through Zentyal Support will be handled in accordance with applicable Zentyal contractual and data-protection obligations. Where support requires access to Customer Personal Data, the applicable Zentyal Data Protection Addendum governs that processing. Customer information obtained during troubleshooting will be used only as reasonably necessary for the provision of support and associated services.

10. Additional Support Resources

Customers may also use:

• Zentyal Official Documentation
• Zentyal Support Portal
• Zentyal Release Policy
• Zentyal Knowledge Base
• Zentyal authorized partners and distributors
• Zentyal Professional Services

11. Document Status

This document is Public Customer Documentation. It replaces legacy Zentyal Support Customer Guide material where that material refers to obsolete products, services, support structures or licensing models.

The applicable Purchase Order, license agreement, Terms and Conditions, Terms of Sale and any separately executed service agreement remain controlling contractual documents.

Zentyal — a MillsiCo company · Zentyal Support Customer Guide Version 2026 · © 2026 Zentyal. All rights reserved.

Appendix A — Subscription Frequently Asked Questions

Appendix B — Remote Access

Zentyal Support may request access to your server for problem research and troubleshooting purposes. To give Support access to your server terminal, check the Allow remote access to Zentyal support option in the Registration / Technical Support menu. This provides Zentyal Support Engineers with access to your server via SSH.

When troubleshooting your server, Zentyal may install small, well-known system administration tools if they are not available. These may include: ccze, curl, dhcpdump, elinks, ethtool, hdparm, htop, iftop, iotop, iptraf, lsof, ltrace, lynx, nmap, netstat-nat, psmisc, strace, tcpdump, telnet, traceroute, and similar tools.

Enabling remote access upfront where troubleshooting is anticipated can help speed up resolution.

Appendix C — Helpful Information to Submit About New Issues

When submitting an issue, please try to ensure the following information is included in your problem description where applicable:

Appendix D — Business Hours and Days

Observed holidays

Zentyal observes daylight savings time when in effect. The following holidays are observed:

• January 1st — New Year's Day
• March 5th — Cincomarzada
• March/April — Holy Thursday
• March/April — Holy Friday
• April 23rd — Saint George's Day
• May 1st — May Day
• August 15th — Assumption of Mary
• October 12th — National Day of Spain
• November 1st — All Saints' Day
• December 6th — Día de la Constitución
• December 25th — Christmas Day