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Sparkrock 365 Support Plans

Choose the plan that is right for your business.

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.

What’s Included Basic Essential Premium
Support Hours Mon – Fri
9 am – 5 pm
(Customer’s Time Zone*)​
Mon – Fri
8 am – 8 pm EST
Mon – Fri
8 am – 8 pm EST
Sparkrock Community Access Yes Yes Yes
Knowledge Base Yes Yes Yes
Customer On-boarding Yes Yes Yes
Online Training Yes Yes Yes
eLearning Webinars Yes Yes Yes
Fuel Good Conference Passes 1 2
Customer Support Portal Access​ Yes Yes Yes
Customer Support Portal Users Up to 2 Up to 4 Up to 6
Telephone Support Yes Yes
Incidents Up to 2 per month​ Up to 5 per month​ Unlimited
Incident
Response
Time
Critical 4 hours 2 hours 1 hour
High 8 hours 4 hours 2 hours
Medium 5 business days 2 business days 8 hours
Low 10 business days 5 business days 2 business days
After Hours Support** Yes Yes
Services Advisory Support $ Yes – for implemented products Yes
Training $ $ 4 hours per year
Enhancements/ Customizations $ $ $
Custom Integration Support $ Yes
Managed Services $ $

NOTES:
*This only applies to Sparkrock customers in North America in Eastern, Central, Mountain or Pacific time zones.
**Incident response times are doubled after hours.