Zentra Support terms

Zentra Support is a separate subscription from Zentra management software. It allows a team to receive and manually process requests. With the Autopilote add-on active for this space, it analyses the text of tickets sent by connected support software or an Infomaniak mailbox, suggests a category and priority, and applies the planned assignments when the configured conditions are met. Uncertain cases remain to be reviewed. It does not reply to customers or issue refunds.

For Infomaniak, new inbox messages are retrieved periodically from the connection date. Categorisation takes place in Zentra Support; messages are not moved, deleted or marked as read in Infomaniak. With Autopilote active and a Gestion company linked, eligible PDF, PNG and JPEG supporting documents are retained in its supplier inbox, and readable PDFs are analysed for prefilling. A document analysis counts towards your plan’s volume. Automatic posting requires explicit activation and Gestion checks; it triggers no payment. Without Autopilote, reception and manual processing remain available, without extraction or automatic transfer to Gestion. Automatic reception targets a five-minute interval, without guaranteeing instant processing; manual retrieval is available.

Since 23 October 2026, Support is included with Gestion and Autopilote in the Solo, Team and Pro plans, under the subscription terms. The plans and prices below are no longer offered to new clients and apply only to Support subscriptions already taken out.

• Starter : 29 CHF per month for a limit of 2,000 analyses with the Autopilote option.
• Team : 49 CHF per month for a limit of 5,000 analyses with the Autopilote option.
• Business : 99 CHF per month for a limit of 15,000 analyses with the Autopilote option.

The price applies to one company workspace, with the team included and no fee per employee. The publisher is not subject to Swiss VAT. Connected support software and its fees remain the customer’s responsibility. The account and connection preparation are free. Reception and manual processing require a paid Support period. Automatic analyses, extractions and routing additionally require Autopilote, billed at 15 CHF per month per workspace and shared by authorised members. No automatically paid trial is included.

The authorised account holder chooses a plan, accepts these terms, then checks and confirms the order in Stripe. Access activates after payment confirmation. Invoices and the payment method are available in subscription management.

A completed AI analysis uses one unit, even if human approval is subsequently required. A new analysis of a changed ticket or a manually restarted analysis uses another unit. Technical errors before a result and human approvals do not use a unit. The volume is shared by the team, resets with each paid period and does not carry over.

No automatic charge for exceeding the limit. When the volume is reached or the paid period expires, processing is suspended. Tickets remain in the source software; tickets not received through webhooks during suspension require the customer to recover them. For Infomaniak, retrieval resumes after reactivation for messages still in the inbox since the connection was established.

The subscription renews monthly until cancelled. The account holder can stop renewal under “Manage my subscription” before the next due date; access remains available until the end of the paid period, subject to the remaining volume. To change plan, contact info@zentraapp.ch before renewal. A period already started remains payable unless a mandatory right or refund agreement applies. Cancellation does not constitute a data erasure request.

The customer authorises reading tickets, teams and agents, and changing assignments and priorities according to their rules. They have the required administrator permissions and API options in their software. They check destinations, existing automations and results. AI can make mistakes, even with high confidence; no success rate, continuous processing time or time savings are guaranteed. Subscriptions do not include custom integration services.

Submitted tickets are processed on the server. When Autopilote is active, necessary excerpts are entrusted to an AI analysis provider. The customer informs the people concerned and provides only necessary data. The privacy policy and the data processing addendum describe the applicable providers and arrangements. Connection keys are stored encrypted.

The common provisions of the Zentra terms relating to data, assistance, maintenance, liability and applicable law apply. These specific terms take precedence for the Support offer in the event of a difference. Mandatory legal obligations remain reserved.