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.
