Frequently Asked Questions
(FAQ)

Zimbra is a very popular email and collaboration software developed by Synacor, Inc. It offers a comprehensive set of tools and features designed to enhance productivity and collaboration across users within and outside of the organization.

Zimbra continues to maintain most of its products as a full open-source initiative. The binaries, however, will no longer be free to download and use. Details and source code for the Zimbra Open Source project may be accessed at https://github.com/Zimbra

Zimbra offers a wide variety of features:

• Email – Zimbra offers a full-featured email solution with capabilities such as mail filtering and archiving, spam control, and support for widely used email protocols including POP/IMAP and ActiveSync.
• Calendar – Zimbra provides a Calendar which helps users to manage their day-to-day tasks. Users can manage their schedule, create events, share calendar and set reminders. It also offers a customizable option to create recurring events and resource scheduling.
  Contacts – Provides an efficient way to store and manage user’s contacts. It also provides fields to save additional information such as phone numbers, birth dates, company, job titles etc.
• Tasks – To better organize work, Zimbra has a Task feature which helps users to create, manage, and track progress. You can also share this task or assign it to a specific user.
• Collaboration Tools – Zimbra provides various internal and external collaborative tools. For internal, it provides document collaboration feature where users can create, edit, share documents, spreadsheets and presentations. For external, Zimbra provides access to the best of collaboration applications with out-of-the-box integrations such as Slack, Dropbox, Zoom, Google Drive to name a few.
• File Sharing & Storage – Zimbra provides files sharing and storage capabilities through its Briefcase feature. Users can upload, store and share files securely with other users in the organization or share it with the external users through a private link.

Zimbra provides multiple applications which make sure the email data is secured. It gives flexibility to the users to send emails in a secure way, including the following:

• S/MIME – Delivers end-to-end encryption for email using asymmetric cryptography to protect your emails from unwanted access. It allows the sender to digitally sign the emails to verify the recipient as the legitimate sender, making it an effective weapon against phishing attacks. The recipient uses the public key to read the email.
• Cipher Suite Management – Ability to configure only strong or certain ciphers within Zimbra for TLS.
• OWASP – Scans and secure email content by removing potential security threats delivered in HTML-based emails.
• Postscreen – Additional protection at SMTP level to manage client communication with MTA.

• Zimbra Mobile App – Users can download the app supported on iOS and Android devices, specify the login credentials and access their account.
• Mobile device browser – Users can access the Modern Web App using the browsers of their tablet and mobile devices.
• As a progressive web app – After accessing the Modern Web App via a browser, users can use the ‘Install App’ option from the browser menu to install the app on their device.
• Exchange ActiveSync – Using the latest version of Exchange Active Sync (EAS), users can sync their mailbox, contacts and calendars to their mobile devices.

Zimbra offers various deployment options based on the organization’s needs and number of users.:

• On Premise – Zimbra can be deployed within your organization’s network and managed by your administrators. Zimbra can also be deployed on a single server where all the components are running on this server or in a multi-server environment where each service runs on a separate server. Based on your organization’s needs, you can decide which type of setup is suitable.
• Hosted – You can also opt for a hosted service where Zimbra is deployed at our BSP environment. The BSP takes care of the infrastructure, maintenance and security of the Zimbra environment. This option is suitable for organizations looking to outsource the management of their email and collaboration system.
• Cloud – Zimbra can be deployed on cloud environment as well. It can be a public cloud such as Amazon Web Service or Oracle Cloud Infrastructure. Organizations can also also set up a private cloud in their environment and install Zimbra.

Yes. Zimbra is compatible with all the standard email applications such as Outlook, Thunderbird, MacOS Mail App. Users can configure their account using the supported protocols such as Pop/Imap, Exchange ActiveSync and Exchange Web Services on these applications.

Zimbra handles spam and malware protection through standard anti-spam packages, internal throttling mechanism as well as allowing integration with other tools.

• Spam and Virus – Zimbra uses standard packages – Spamassassin and Amavis to make sure the emails are free of virus and are not spam emails.
• DoSFilter Throttling Mechanism – Ability to throttle clients sending a large number of requests over a period of time. By using http(s) protocol, it can set rate limit per second and institute a delay of breach of limit. It can also provide whitelisting capabilities of IPs with CIDR notation.
• Cluebrinder Policy Daemon (CBPolicyD) – Implemented as part of the Zimbra MTA package. CBPolicyD is a policy server that provides Access Control, HELO/EHLO checks, SPF checks, Greylisting, Time-based Quota enforcement, Time-based message accounting and size tracking as well as sender and recipient accounting, including Amavis integration.

Yes. Zimbra can be integrated with other collaborative tools such as Slack, Zoom, Google Drive, One Drive, Dropbox.

Previously, Zimbra provided flexible storage options but it was restricted to only internal storage like NFS, mounting of additional disk, etc. From Daffodil v10 onwards, Zimbra offers external storage service provider support. It supports widely-used providers such as Amazon AWS S3 (with intelligent tiering support), Ceph, NetApp StorageGrid, OpenIO, EMC and Scality.

Yes. Zimbra supports two-factor authentication. The administrator can enable this feature for a particular user or at COS level. Standard authentication tools like Authy, Google Authenticator can be used to login using TOTP.

• Email Archiving – Zimbra has an inbuilt Archiving and Discovery feature that enables you to archive messages that are delivered to or sent by Zimbra Server, and also search across mailboxes. When archiving is enabled for an account, a copy of all email from or to that account is forked at the MTA, and a copy of the message is delivered to a predefined archive mailbox. This archiving process is transparent to account users.
• Email Retention – Zimbra enables you to define retention policies to manage how long emails are retained. Retention policies specify the duration for which emails should be kept before they are automatically deleted or moved to an archive.

Zimbra has a proven scalable framework, ranging from a few mailboxes to millions of mailboxes in live production environments.

We encourage customers to provide feedback on existing features and suggest new ones. Customers can register on https://pm.zimbra.com and post a new feature request. They can participate in existing discussions and upvote existing feature requests. This portal is a direct communication channel between customers and Zimbra product teams. Through continuous improvement agile process, Zimbra incorporates customer feedback and considers top voted features to be part of its roadmap.

Yes

Zimbra’s foundation is a framework that can be modified based on a customer’s needs. We serve customers with sizes ranging from a few to millions of mailboxes. Our customers come from industries such as government, manufacturing, software, defense, among others. Customization options range from customizing branding, UI, security, IP Whitelisting, integrating third-party Spam/Virus check, 2FA login support, SSO support, just to name a few.

Active support contracts enable you to the following benefits:

• Upgrades for new major releases
• New features, updates, patches, and bug fix
• Technical support and guidance
• Purchase options for additional mailboxes and/or add on features
• Full access to product features (Subscription License)

You can renew your support at any time prior to the expiration of your current support expiration without penalty. We recommend renewing at least fifteen (15) days prior to expiration of your existing support contract to avoid any loss of functionality.
Renewing early assures uninterrupted access to all support benefits.

• Perpetual License – Your license will continue to function on the version you are/were running at the time of expiration with the same features and functionality. However, you will be ineligible to receive new product upgrades, updates, patches, and bug fixes, as well as technical support. You will also not be able to purchase additional mailboxes or add on features for your license with expired support.
• Subscription License – Your license will lose product features at the end of the contracted term.

Yes. Please reach out to your Account Manager or [email protected] for assistance in obtaining a quote for the renewal of your expired support or subscription.

Note: At Zimbra’s sole discretion the renewal of support for perpetual licenses is subject to the following conditions;

• Perpetual License Support – If support is renewed after the support contract end date, it will be subject to clause 3.1 (c) of the support services terms and conditions;

1. the amount of Services Fees that would have been paid for the period of time that customer had not enrolled in the Support Services
2. the applicable Services Fees for the current Services Period;
3. a twenty percent (20%) reinstatement fee on the sum of the Services Fees in (i) and (ii)

• Subscription Licenses & Support – Within 30 days of expiration subscriptions will be retroactive to the date of expiration, after 30 days of expiration subscriptions will begin from date of purchase.

• Perpetual License Support – Renewed support on an active support contract is added to the end of the active term extending the expiration date to the new purchased date.

Example: A customer has support expiring on 05 Jun 2023. They have purchased an annual renewal in Apr 2023 — the new support period will be from 06 Jun 2023 – 05 Jun 2024 for 1 year support contract.

• Subscription Licenses & Support – Within 30 days of expiration subscriptions will be retroactive to date of expiration, after 30 days of expiration subscriptions will begin from date of purchase.

Most licenses are received within the same day and most often just minutes of the Purchase Order being processed. However, our SLA for licenses can be up to 72 business hours in some instances (not including weekends).

• Perpetual License Support – A new license key is not required for support renewal. Renewal notifications are delivered to recipients as per the Purchase Order detailing the new dates of support.
• Subscription License – A new license key will be generated and issued to recipients as per the Purchase Order. The license key serves as evidence of purchase.

Yes. As per the support services terms and conditions, customers are obligated to maintain a supported version of the product. Please visit the Zimbra website for the product lifecycle and upgrade documentation. Additionally, you can contact our technical support for guidance.

Your Account Manager will co-term all your individual purchases into a single contract end date at each annual renewal. In most instances this will be co-termed to the original purchase support expiration date.

If needed, you can discuss this option with your Account Manager.

• Perpetual License & Support – You will be required to sign and return a Software Destruction Agreement (SDA) for the number of mailboxes to be removed. Upon completion of the renewal, your existing license will be decommissioned in our system so that no activations or support is available, you will receive a new license key with the new quantity to install.

Note: Once we receive the SDA and process the new order, the destructed quantity cannot be readded to your account. If you require a growth in the future, you will be required to make an additional purchase.

• Subscription License – Inform your Account Manager at the time of renewal of the quantity needed and renew only what you require.

Minimum quantities may apply.

Yes. Send a request to your current Zimbra partner or Zimbra Account Manager to inquire about the cost of upgrading the support.

Reach out to your current Zimbra Account Manager or raise a support ticket for verification.

Yes. We strongly encourage you to do so as it allows for coterminous the support contract end date.

To verify your current support contract details, simply login to the Zimbra Support Portal using your credentials, and the information will be displayed on the left of the screen.

If you do not have access to the Zimbra Support Portal, please contact your Account Manager or send an email to [email protected] requesting access. Please provide the name of your organization, your full name, contact phone number and company email address.

Contact [email protected] to get Zimbra Support. For various support options, refer to https://www.zimbra.com/connect/support/support-offerings/

Self-Help Support

Zimbra offers complimentary access to documentation, knowledge-based articles and community support.
For quick access, this is where you can troubleshoot and find solutions to common issues.

• Zimbra Wiki
• Zimbra Blog
• Zimbra Forums

Our forums are available 24/7 and are monitored by a community of expert administrators, Zimbra partners and System Operators.

Zimbra Support Plans

There are Standard and Premier Support which customers and partners can subscribe to. Learn more about our support options.
You can also contact your local Zimbra service-provider who might have an existing support plan or contact our Sales team if you wish to subscribe to our support plan.
Customers and Partners with a valid Standard or Premier plan can submit a ticket for technical support at the Support Portal.

Additional Support

• Professional Services
  If you require more personalized assistance or need help with complex configurations, Zimbra offers professional services that can provide you with expert guidance and support tailored to your specific needs.
• Zimbra Authorized Partners
  Zimbra has a network of authorized partners who offer a range of services, including support, consulting, implementation, and training. These partners have undergone training and certification programs to ensure their expertise in deploying and managing Zimbra solutions.

There are 3 ways to raise a Support Ticket
Customers and Partners with a valid Standard or Premier plan can raise a ticket for technical support via one of these options.

• Option 1
  Go to Support Portal
  Go to Case Management and click Raise a Ticket
• Option 2
  Email us at [email protected]
• Option 3
  Call. Find the number to call here.

All new or existing customers can contact Support through the phone numbers listed here.

If you are an existing customer, use your access code when calling.

Zimbra Support is available for assistance even on public holidays. Contact Support and raise a ticket with the appropriate severity.

We recommend exploring the support resource and options available in your own region first. You can, as a customer located in the APAC region, reach out the EMEA support center for assistance.

You will be prompted to enter your access code when dialing in. In absence of an access code, you will need to provide your company name and your email address to verify your account.

Zimbra Support can guide you through alternatives when you speak a different language than English. It is advised to write an email to [email protected] if you speak any other language than English and Zimbra Support will reach you back.

If you do not have access to the Zimbra Support Portal and need to obtain it, please send your request and provide a list of contacts to your Zimbra Account Manager or send an email to [email protected] or [email protected] or inform your current Zimbra partner.

There could be a few possible reasons –

• Incorrect username
• Message was flagged as spam or junk
• A different email address is listed as your primary email address

Please contact your Zimbra Account Manager or send an email to [email protected] for help.
Refer Zimbra Support Portal User Guide at https://wiki.zimbra.com/wiki/Zimbra_Support_Portal_User_Guide.

The URL embedded within the email was modified during delivery. Customers who have experienced this issue had security protections that re-write embedded URLs from external senders and will need to whitelist https://support.zimbra.com. If whitelisting is not an option, please contact [email protected] and we can work with you on an alternative solution.
Refer Zimbra Support Portal User Guide at https://wiki.zimbra.com/wiki/Zimbra_Support_Portal_User_Guide

Login to the Zimbra Support Portal using your credentials. Click on Case Management Tab -> New Case. Fill up all information and click SUBMIT.

After login to the Zimbra Support Portal click on Case Management Tab -> View Cases. Click on the Recently Viewed drop down list and choose All Cases instead.

Yes. Login to the Zimbra Support Portal click on Case Management-> View Cases -> Click on Case Number -> Related. Look for Attachments Section and Upload Files for your case.

Unfortunately, the support contract specifically covers issues related to the Zimbra software and does not include Professional Services. The Zimbra Support Team can provide guidance and does not extend to involve with the upgrading work. Separate statement of work (SOW) and upgrading work is required and you would need to reach out to the Zimbra Professional Services team.

Due to the expiration of Support Contracts for certain license sets, it may create mismatch support and product eligibility for your account. To ensure alignment, it is necessary for the customer to purchase and/or renew the Support Contract at the same Services Level for all the licenses associated with the account. This will help maintain consistent support and product eligibility across all license sets.
For more information regarding your license sets or to inquire about renewal pricing, please contact your current Zimbra partner or email to [email protected].

We regret to inform you that the support team will be unable to provide any further assistance. To continue receiving support, it is necessary for you to renew your Subscription License or Support Contract for your perpetual license. Please reach out to your current Zimbra partner or Zimbra Account Manager for the renewal.

No. If you are using an End of Life Zimbra product, please note that support for such products is no longer available. To continue using a product that has reached its End of Life, you may be required to acquire Extended Support.
It is recommended to upgrade to a supported version. Continuing to use an End of Life product may pose security risks and lack access to bug fixes or feature updates.

Extended Support is an optional service that may be offered at an additional cost for products that have reached their End of Life. If a customer chooses to purchase Extended Support, it extends the Technical Guidance period on an annual basis and to be eligible for Extended Support, the Subscription License or Support Contact must be active.

The fees for Extended Support are determined based on the latest supported version and are calculated in conjunction with the Subscription License or Support Contract fees which calculated as follow

1. One version before – 25% extra
2. Two versions before – 50% extra
3. Three versions before – 100% extra

During the Extended Support period, Zimbra Support will remain accessible for products; however, it’s important to note that no new releases, bug fixes, or security patches will be provided for those products after End of Technical Guidance.

Please reach out to your current Zimbra partner or Zimbra Account Manager for the Extended Support cost.

Your support ticket will be marked as closed and you will be provided with Bug Number. To track the status of the bug, login to the Zimbra Support Portal and click on Bug Lookup. Enter Bug Number provided and click Submit Request button. This will display the details and current status of the reported bug issue.

Weekend support is exclusively available for customers with Premier Support and Sev-1 priority cases. If you have an active Premier Support and require assistance with upgrades, migrations, or maintenance tasks during weekends, please make sure to notify our support team in advance. This will allow us to allocate the necessary manpower to assist you promptly in case of any unexpected issues or challenges that may arise.

A perpetual license grants you the right to use the software and its features up to the last version installed on your server before the Support Contract expired. Upgrading to the latest supported version of the software is not possible until the Support Contract is renewed. To obtain further information about the renewal pricing, please get in touch with your current Zimbra partner or send an email to [email protected].

Yes. Zimbra provides 24/7/365 access to Zimbra Wiki, Documentation, Forums, and Blog. This access is available free of charge. If you possess a valid Subscription License or Support Contract, you can utilize the Zimbra Support Portal to raise support tickets and receive technical assistance as needed.

As long as your Subscription License or Support Contract remains valid, you can submit an unlimited number of support requests through the Zimbra Support Portal. It’s important to note that each support case represents a distinct issue

Support Services policy are located on the Zimbra Legal page.

If you are submitting a support ticket on behalf of your client, kindly provide their account and license ID for verification of the Support Contract. To minimize any potential delays, we strongly recommend that customers create support tickets directly, as this ensures that the case is properly associated with their account.