Sparkrock 365 support plans are designed to provide you with tools and access to experts to help you get the most out of your investment.
Standard | Gold | Platinum | |
Customer Support | |||
| Phone Support During Business Hours | ✅ | ||
| Support Portal user accounts | 2 | 4 | 6 |
| Product Support Ticketing (# of tickets per year) | 10 | 40 | Unlimited |
| Support Availability (Hours x Days/Week) | 8am to 5pm EST M‐F | 8am to 8pm EST M‐F | 24/7 for Severity 1 Issues |
| Response Time Goals for Severity 1 Issues | 24 hours | 12 hours | 4 hours |
| Response Time Goals for Severity 2 Issues | 48 hours | 24 hours | 12 hours |
| Response Time Goals for Severity 3 & 4 Issues | 120 hours | 120 hours | 48 hours |
Customer Experience | |||
| Participation in Customer Success Program | ✅ | ✅ | ✅ |
| Quarterly Virtual User Group Conferences | ✅ | ✅ | ✅ |
| Business Reviews | Annual | Bi‐Annually | Quarterly |
| Dedicated Customer Success Manager | ✅ | ||
| Dedicated Executive Sponsor | ✅ | ||
Product Experience | |||
| Professional Services Hours | 20 hours/year | 40 hours/year | |
| Training & Onboarding Assistance | 4 hours/year | 10 hours/year | |
| Discount for Additional Professional Services Hours | 10% | 25% |
*Total value of discounts from free PS hours, free training hours, and PS hour discounts are limited to the value of 250 PS hours for the term of the contract for Platinum support and 120 PS hours for Gold support; the term of the contract being defined as 5 years. Discount limits for terms less than or greater than 5 years will be prorated accordingly.*
Note: Support plans are customizable and may vary based on individual customer needs. Specific details of your support plan and any additional services will be outlined in your personalized support contract with Sparkrock.
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