Sparkrock 365 Support offerings

Modified on Fri, 5 Jul at 1:29 PM

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. 






Customer Support

Phone Support During Business Hours   ✅
Support Portal user accounts246
Product Support Ticketing (# of tickets per year)1040Unlimited
Support Availability (Hours x Days/Week)8am to 5pm EST M‐F8am to 8pm EST M‐F24/7 for Severity 1 Issues
Response Time Goals for Severity 1 Issues24 hours12 hours4 hours
Response Time Goals for Severity 2 Issues48 hours24 hours12 hours
Response Time Goals for Severity 3 & 4 Issues120 hours120 hours48 hours

Customer Experience

Participation in Customer Success Program ✅ ✅ ✅
Quarterly Virtual User Group Conferences ✅ ✅ ✅
Business ReviewsAnnualBi‐AnnuallyQuarterly
Dedicated Customer Success Manager   ✅
Dedicated Executive Sponsor   ✅

Product Experience

Professional Services Hours 20 hours/year40 hours/year
Training & Onboarding Assistance 4 hours/year10 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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