Sersor
Referral Partner

Zabbix Technical Support

Access official Zabbix support contracts through Sersor. We act as your dedicated point of contact, help you choose the right support tier, and manage the commercial relationship on your behalf.

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What Zabbix Technical Support Covers

Incident response and troubleshooting

Direct access to Zabbix engineering expertise for resolving issues with your monitoring environment.

Configuration and best practice guidance

Expert advice on templates, triggers, discovery rules, and monitoring architecture decisions.

Performance optimization

Database tuning, server configuration, and proxy placement recommendations as your environment grows.

Upgrade planning assistance

Guidance on upgrade paths, compatibility, and risk mitigation when moving between Zabbix versions.

Bug reports and vendor escalation

Direct escalation channel to Zabbix developers for confirmed bugs and critical issues.

How It Works

1

We assess your needs

We discuss your environment size, criticality, and SLA requirements to recommend the right support tier.

2

We arrange the contract

Sersor helps you choose the right tier and coordinates the order with Zabbix.

3

You get support access

Your team gets direct access to the Zabbix support portal and engineers, with Sersor available as your advisory contact.

4

We stay involved

We remain your point of contact for renewals, tier changes, and any commercial or advisory questions throughout the contract period.

Zabbix Support Tiers

Silver Gold Platinum Best value Enterprise Global
Operational coverage
Monitored devices and metrics ? No per-device or per-metric limits on any tier. Zabbix does not charge based on what you monitor. UnlimitedUnlimitedUnlimitedUnlimitedUnlimited
Support cases ? Number of support tickets per year. Silver: 8 cases. All other tiers: unlimited. 8UnlimitedUnlimitedUnlimitedUnlimited
Support availability ? 8x5 means business hours on weekdays. 24x7 means around-the-clock coverage including weekends and public holidays. 8 x 58 x 524 x 724 x 724 x 7
Initial response time ? Maximum time for Zabbix to provide a first response. Every effort is made to respond faster when resources allow. 1 day4 hours4 hours4 hours2 hours
Emergency response time ? Guaranteed response for critical production outages. Only available on Platinum and above. ——2 hours1.5 hours1 hour
Support contacts ? Named individuals authorized to open support tickets. Additional contacts can be purchased separately. 123720
Infrastructure coverage
Supported Zabbix servers ? Silver covers 1 server. Gold and Platinum are priced per additional server. Enterprise and Global: unlimited. 1Per serverPer serverUnlimitedUnlimited
Supported Zabbix proxies ? Silver has no proxy support. Gold and Platinum are priced per proxy. Enterprise and Global: unlimited. —Per proxyPer proxyUnlimitedUnlimited
Native HA ? High availability for your Zabbix server. Optional add-on for Gold and Platinum. Included in Enterprise and Global. —OptionalOptional✓✓
Multiple legal entities ? Required when support covers subsidiaries or parent companies under different legal entities. Exclusive to Global. ————✓
Expert services
Online support ? Access to a dedicated ticketing system to log incidents and receive resolutions from Zabbix engineers. ✓✓✓✓✓
Phone support ? Direct phone access to the Zabbix support team for active incidents. Enterprise and Global only. ———✓✓
Customer Success Manager ? A named Zabbix CSM assigned to your account for proactive guidance and escalation support. Gold and above. —✓✓✓✓
Remote troubleshooting ? Remote session with Zabbix engineers to fix problems related to blocked operation of your server or proxies. —✓✓✓✓
Performance tuning ? Hands-on bottleneck elimination session provided remotely by Zabbix engineers. Platinum and above. ——✓✓✓
Environment review ? Comprehensive review of your Zabbix deployment with improvement recommendations. Enterprise and Global only. ———✓✓
Upgrades by Zabbix team ? Zabbix engineers perform the upgrade of your environment. Enterprise and Global only. ———✓✓
Remote consultancy hours ? Flexible hours for consultation or hands-on Zabbix configuration assistance. Enterprise: 40 hours, Global: 80 hours. ———40 hours80 hours
Training and extras
Zabbix Academy ? Access to the Zabbix Academy e-learning platform. Seats match the number of support contacts on your plan. —✓✓✓✓
Tier 1 training vouchers ? Vouchers for Zabbix Certified User, extra courses, and exams. Platinum: 5, Enterprise: 30, Global: 100. ——530100
Tier 2 training vouchers ? Vouchers for Zabbix Certified Specialist, Professional, Expert and upgrade courses. Platinum: 1, Enterprise: 10, Global: 30. ——11030
Zabbix Summit ticket ? Full conference ticket including accommodation, workshops, and networking. Enterprise: 1 ticket, Global: 3 tickets. ———13
Integration service (days) ? Professional days for custom integrations or Zabbix API automation. Global only: 20 days. ————20 days

Frequently Asked Questions

This is official Zabbix support delivered by Zabbix engineers. Sersor acts as your referral partner and local advisory contact - we handle the commercial arrangement and remain available for business and advisory questions, while technical support is delivered directly by Zabbix.

Zabbix support contracts are available for environments of all sizes - from small deployments to large distributed monitoring platforms with millions of metrics. Pricing is based on the support tier selected, not the number of monitored hosts.

Silver suits non-critical environments where business hours support is acceptable. Gold adds faster response and proxy support for growing environments. Platinum provides 24x7 coverage for critical operations. Enterprise gives unlimited servers and proxies with the full service package. Global covers multiple legal entities under one contract. Contact us and we will help you choose.

Yes, tier upgrades can typically be arranged mid-contract. Contact us and we will coordinate the change with Zabbix on your behalf.

No. Zabbix is open-source software and continues to operate normally regardless of subscription status. What you lose is access to the support ticketing system, response-time guarantees, security patch commitments, and expert services.

Sersor is available for advisory conversations in Latvian, Russian, and English. Official Zabbix technical support is delivered in English.

Get in touch

Request a Zabbix Support Quote

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