Base Zoho support is our responsibility and is not priced separately. WhatsApp and phone run throughout our partnership; email requests cover the first 6 months.Base Zoho support is an inseparable responsibility of our work for every company we set up, so it is not priced separately. The WhatsApp channel and phone stay open for as long as we are your partner on your Zoho account; feature and customization requests by email in the first 6 months are part of the setup.
Only for systems we set up or took over; not a general Zoho support channel.These channels are only for systems that Eksenium set up, or took over after a takeover review. They are not a general Zoho support channel. How to find your partner
How a request moves
Email · First 6 months
01
You write in
A feature or customization request arrives by email.
02
It is logged
Your request is recorded.
03
It is planned
The request goes into the work plan.
04
Added to the setup
The request is applied to your existing setup, within the first 6 months after go-live.
None of the three channels carries a separate fee.
Writing a separate email for every question and every issue is tedious and hard, we know. Reach us whichever way is easiest for you, by message or by phone. WhatsApp is a channel of Zoho Desk ticket management: your message is logged as a ticket and tracked until it is resolved. Setting up the structure to track and resolve your issue is our responsibility. The WhatsApp channel and phone are our company's corporate lines, not tied to any one person's phone.
01 · Email
Feature and customization requests
First 6 months after go-live, for your existing setup. Write to us; the request is logged and planned.
02 · WhatsApp channel
Team questions and instant fixes
A channel set up for your company, open for as long as we are your partner. Your team asks, small fixes happen on the spot.
03 · Phone
Urgent issues and management questions
Open for as long as we are your partner. When something stops work or management needs an answer, call us directly.
Coverage
WhatsApp channel and phone
Email · features and customization
After go-live, for every company whose setup we did. None of the three channels is priced separately; the 6-month scope covers feature and customization requests.
How to reach us
Email
destek@eksenium.comWhatsApp channel
A channel set up for your company
Phone
+90 212 706 53 60
Two layers start on the day you go live. Base support continues for as long as we are your partner on your Zoho account. In the first 6 months, we also treat the feature and customization requests that come in as your team starts using the system as part of the setup.
First 6 months
Feature and customization requests
No system survives first contact with its users. As your team starts working, we handle the feature and customization requests that come up as part of the setup. There is no limit on the number of these requests; a new module or a new integration is priced separately.
- New fields, picklist values and layout changes
- Report and dashboard adjustments, new views
- Tuning automations and reminder flows
- Wording and layout changes in email and quote templates
- Simplifying based on real use: removing unused fields and steps
Requests come in by email, are logged and scheduled.
Throughout our partnership
Base support
It continues automatically each time you renew your license; there is no separate support contract or renewal fee.
- Your team's how-to questions
- Fixing errors in the setup we built
- Adding and removing users, roles and permissions
- Small fixes
- Tracking license renewals, plans and user counts
- Monthly check-in call: reviewing usage and new needs together
Through the WhatsApp channel and phone, in Turkish and English; same-day reply within business hours.
After month 6, base support continues unchanged. Additional development such as a new module, a new integration or a new process is written up with its scope and a fixed price before work starts. For priced requests, we send a written scope and price within 2 business days.
Work has stopped
Same-day intervention, within business hours
If users cannot log in, records are not being created or automated emails have stopped in bulk, call us; we intervene the same day, within business hours. Business hours: weekdays 09:00-18:00, Saturday 10:00-14:00 (Türkiye time, UTC+3).
Usage questions and bug reports
First reply the same day, within business hours
Write in the WhatsApp channel or call; you get a first reply the same day, within business hours. The resolution time depends on the issue and is shared with you separately.
Change requests
Logged and planned
Feature and customization requests come in by email, are recorded and put into the work plan.
We do not see support as a product to sell or as a generosity to show; it is an inseparable responsibility of our work. We state it openly not to stand out from others, but because this is how it should be.
We are a software company; in an emergency, bureaucracy has no place
A CRM is the beating heart and the thinking brain of a company. In an urgent matter, bureaucracy costs time, revenue and reputation. Answering an email sent three days earlier on a Monday evening with “you need to upgrade your package” may be common in this industry; it is not how we work. In an urgent matter, our first answer is a fix, not a package, credits or hours.
We don't sell support separately for the systems we build
Our base support is extended as standard to every customer whose system we set up. Zoho's partner model exists so that companies can use Zoho with fast support in their own language, and we have always seen support as a core function of the Partner Program. That is why we have never priced support since the day we started. A system built by another company or team first goes through a takeover review, and base support starts once the review is complete.
We price the setup, not the hours
Our fee is for a setup with a written scope and a fixed price. The hours we spend on the setup, or on solving your problems afterwards, never show up on your invoice. No meter, no hour pool.
Every sector has its own sales cycle
A setup that assumes a hair transplant center and a real estate office, or a dental clinic and a consulting firm, run through the same sales cycle starts off wrong. In hair transplantation the journey starts with a message from abroad, is priced by graft count and continues for a year after the operation. In a dental clinic, treatment is split into phases and the payment plan follows the treatment. We build each sector from its own sales cycle, not from a generic template.
One person for the project, a team for support
Instead of teams that look large but where no one knows what the other is doing, the person who designs your project, makes the promise, signs the contract and delivers the system is the same person: our founder, İsa Demirci. After go-live, support comes from our team. Your system is documented during setup and every request is recorded in Zoho Desk with its history; whoever on the team picks it up sees your system and your earlier requests, so one person being on leave never holds your request up. We have no ambition to be the biggest; our aim is to be the best.
Support starts at delivery. What we leave with your team on every custom setup:
01
Live training
Training happens on your real data: at the same table as your team in Istanbul, and live over a remote session in other cities and abroad.
02
Full documentation
Every module, flow, and automation is delivered in writing. The code stays in your Zoho environment and is handed over with the documentation; the system belongs to you, not to a person.
03
How-to video
Watch-and-apply recordings for every screen. The videos stay with you, so employees who join later learn from the same recordings.
04
Quick support after training
You are never left waiting on something that was unclear after training; you get a quick answer.
05
Adoption report
We measure whether your team is actually using the system and put the results in front of you as a report.
How long does base support last?
For as long as we are your partner, that is, for as long as we are registered on your Zoho account as your partner with the EKSENIUM partner code. Each time you renew your license, base support continues automatically; there is no separate support contract or renewal fee.
Does the person giving support know our industry?
Yes. The team that does the setup is the team that gives support. Your customer or patient journey, schedules and reports are documented during setup, and every request is recorded in Zoho Desk with its history. You do not have to explain your industry from scratch to describe a problem.
Should we report an urgent issue by email?
No. When something stops work or management needs an answer, call us directly at +90 212 706 53 60.
What happens if the issue is on Zoho's side?
We handle the correspondence with Zoho and let you know the outcome.
Who do we ask about licenses and subscriptions?
If your account was opened under our authorized partner registration during setup, we are your point of contact throughout setup and support, and you bring your license questions to us as well. Our subscription consulting page covers choosing a plan, upgrades, renewals, and license tracking.
Where does someone who joins the team later learn the system?
How-to videos and documentation stay with you for employees who join later. We have also gathered the most common Zoho CRM problems and their solutions on one page. If you can't find what you need, your team can ask in the WhatsApp channel.
Is Eksenium Zoho's support in Türkiye?
No. Zoho has no office or branch in Türkiye; companies in Türkiye are served by Zoho's authorized partners, and Eksenium is one of them (Authorized Partner). Zoho's official global support line works in English; Turkish setup, training and support come through an authorized partner. If someone contacts you claiming to be “Zoho Türkiye”, ask which partner they are writing or calling on behalf of. If you have come across this kind of misleading approach in the past, you can report it to Zoho at partner-operations@zohocorp.com, with the number or address they used to reach you and, if you found out, the company details.
Our system was set up by another partner or our own team. What can we do?
The right place for support is the partner your account is linked to, or Zoho; right below, we explain step by step how to find your partner. If you want to improve your existing system with us, the way forward is at the end of the same section.
If you use Zoho through another partner or bought it directly from Zoho, that partner or Zoho is the right place for support. You can find your partner on your subscription page in Zoho Store.
The Store address depends on your account's data center
- store.zoho.eu
EU data center
- store.zoho.com
US data center
01
Open your subscription page
In the Zoho app you use, click the profile icon at the top right, then "Upgrade/Manage Subscription".
02
Check the banner at the top
If your account is linked to a partner, a banner appears at the top of the subscription page with the partner name and email address.
03
Open "Tag your Partner"
From the "Your Store Details" menu at the top right, choose "Tag your Partner". Services linked to a partner are listed under "Zoho Services already tagged with a partner" with the service, plan, and partner name.
- Only Admin users on the account can access "Tag your Partner".
- Partners are set per service: you may work with one partner for Zoho CRM and another for Zoho Books.
- If you bought Zoho directly from Zoho, your account is not linked to any partner until one is tagged.
- The partner your account is mapped to can see and manage your subscription; through this mapping it cannot access your account or your business data.
Not every partner is listed in the directory; you can ask partner-operations@zohocorp.com whether a company is a Zoho partner.
If you want to work with Eksenium
When you buy Zoho directly, implementation, data migration, training, and local-language support are left to you; with an authorized partner, all of it is handled in one place, by a team that knows your processes. We also take over setups built by another integrator or by your own team; we first fully map the existing structure in a takeover review, and base support starts once the review is complete.
30+
projects
99%
client satisfaction
3 channels
post-implementation support
We prepare a concrete proposal and a live demo based on your current system, your goals, and your timeline. No commitment before the contract.