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.