Zelta support

Contact information


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  • 888-500-4247 ((United States) toll free)
  • Global numbers (see following list)


Country           Phone Number                    Country                       Phone Number


ARGENTINA      8003451723                         JAPAN                          006633868018

AUSTRALIA       1800990791                          KAZAKHSTAN            88000808257

AUSTRIA            800017987                            LATVIA                         80000036

Bahamas           18003890736                        LITHUANIA                880023445

BELGIUM          80012528                               LUXEMBOURG         80025073

BELGUIM          80012529                               LUXEMBOURG         80027863652

BRAZIL               8008913859                          MALAYSIA                  1800819301

BULGARIA         8002100560                         MEXICO                      18002660305

CHILE                 800004542                           MOLDOVA                  80060025

CHINA                1080032001                          NEW ZEALAND         800453974

COLOMBIA       18005190948                        PANAMA                     8002030225

COSTA RICA      8000320115                         PARAGUAY                 8004910003

CROATIA             800790235                          PERU                            7096085

CZECH REP       800470009                         PERU                           80074509

DENMARK          80830334                            PHILIPPINES             1800.132205

DOMINICAN REPC 18492001613               POLAND                       800009003

EGYPT                 8000060416                        PORTUGAL                  800450056

ESTONIA             8000044347                       ROMANIA                      800630127

FINLAND            800416247                           SERBIA                          800800683

GREECE              8000000137                       SINGAPORE                18003211456

HONG KONG     2800906913                       SLOVAK REPUBLIC    800601088

HONG KONG     2800906914                       SPAIN                             900751019

HUNGARY          680088093                         SWITZERLAND             800897029

INDIA                   8000503491                       TAIWAN                           8001491291

INDIA                   1171816642                          TAIWAN                           8001491292

INDIA                   1171816643                          THAILAND                     1800015076

IRELAND            1800014014                         TURKEY                         3124010214

ISRAEL                1809349188                        UAE                                8000321296

ITALY                     800581487                         UKRAINE                       800800185

JAMAICA             18445761828                      UNITED KINGDOM     8000668686

JAPAN                  006633868088                   VENEZUELA                 8007373266


Severity definitions


Severity levels


Severity 1: 1-hour response time target (maximum)

Critical business impact/service down:

Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations.


Severity 2: 2 business hours

Significant business impact:

A service business feature or function of the service is severely restricted in its use, or the customer is in jeopardy of missing established business deadlines.


Severity 3: 4 business hours

Some business impact:

Customer can continue with a workaround, but impact may increase if a resolution is not forthcoming. A medium impact on a user involves partial or limited loss of non-critical functionality, but a workaround exists that allows for the continuance of normal operations.


Severity 4: 1 business day

Minimum business impact:

Customer does not need resolution to continue work; no impact is seen on the user, and they can await a resolution to continue work. Involves no loss in functionality or is a general usage question, including questions that reference product documentation or request enhancements.



Response times objectives and rapid response definitions



Response time objectives described herein are intended to describe Zelta™ Support’s goals, differentiated from those of any other Zelta teams. They represent our target, not a guarantee of performance, unless specified otherwise in your contract with Zelta.


The Client will designate the severity for each request.


Zelta and the Client will validate such severity and mutually agree to any changes based upon the severity description.


The incident "Response Time" is the elapsed time measured from the time the incident is reported to Zelta Support by the Client.


Any tickets requiring a rapid response will be escalated outside of normal tier support and designated as “Rapid Response.”


The term “Rapid Response” is applied to any ticket that meets the following criteria:


  • Business critical production environment functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations.
  • The cause of the issue is or could reasonably be assumed to be a technical cause over which Zelta has direct control. If during troubleshooting an issue is determined to be of an external nature, the Rapid Response protocol will be disengaged.


Additional information


Support Service Level versus Consulting


  • Support shall be made available upon request from a customer, subject to payment of the fees specified in the applicable order. There may be occasions where Support may not be able to answer all questions, but instead transfers incidents to other groups within the company. These transfers, if identified as being outside the scope of Baseline Support, fall under billable Consulting terms and require approval of the customer to proceed further. Zelta teams strive to identify issues that fall outside Baseline Support within the first 2 contacts between customers and our Support team.
  • Zelta will offer 24-hours-a-day, 7-days-a-week support access for Tier I support and for any tickets that fall under Zelta Rapid Response terms. All Tier II or Tier III tickets, once designated as such, will be processed during normal business hours (9am-5pm Eastern Time, Monday through Friday, excluding US Holidays).
  • Zelta Support prioritizes work in order of incident severity, like most other Zelta portfolios. The following table defines product-specific severity levels and targets for response to customers each time an incident is reported, or status is requested.


Case handling


  • All customer support issues will be documented within a support case.
  • Each case will be assigned a unique number for reference and a severity level that is based on the details within the case description.
  • Updated and customer responses will be sent by email and recorded in the case comments.


Zelta Support tiers


This section outlines the terms of Baseline Support versus Consulting/Services, and outlines which requests should fall under 'reasonable effort' basis.


Tier I Support


Any ticket directly related to the application in which we can resolve with minimal troubleshooting. These tickets typically take under 45-60 minutes of effort by Zelta Support.


Tier I sample tickets include:


  • Site navigation.
  • Browser-related issues.
  • Searching for patient information.
  • Creating search parameters.
  • Documentation export.
  • Determine escalation path to either Tier II or Tier III.


Tier I Exclusion Criteria include, but may not be limited to the following:

  • Solutions cannot be found in our online manual at the time of request.
  • Any request requiring direct access to a study that the support personnel does not have access to.
  • Any hardware troubleshooting, such as connection to the Internet.


Tier II Support


Any ticket directly related to the application in which some troubleshooting is required.


Tier II sample tickets include:


  • Budgeting/financial Items.
  • Report creation.
  • Potential training or retraining.
  • Determine escalation path to Tier III.
  • Data interventions, in cases where normal application use has created duplicate or problematic data that is preventing users from performing necessary actions in the program.


Tier III Support (Consulting)


Any ticket directly or indirectly linked to the application in which customer-specific scenarios are required to understand.


These tickets may be resolved on the same day or may require multiple contacts and business days to resolve.


Issues that typically require more than 60 minutes of work time to resolve are not considered ‘Support’ Tier I or Tier II for Zelta. Such tickets usually result in the customer being advised to seek Tier III guidance. Tier III guidance falls outside the scope of Baseline support and fees are charged for services rendered.


Tier III sample tickets include:


  • Training sessions.
  • Business process or application best practice consultations.
  • Data interventions to clean up previously entered data.
  • Report Building consulting (consulting fees may apply once consulting is approved).
  • For more information on Tier III and Services Consulting, see the governing Service Description for this product.