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We offer two support levels with different response time commitments based on severity.
| Classification | Description | Standard Support | Advanced Support |
|---|---|---|---|
| Severity 1 |
Production system is down System is severely impacted and routine operation is impossible |
Within 1 business day | Within 2 hours |
| Severity 2 |
Production issue System is functioning but in degraded or restricted capacity |
Within 1 business day | Within 4 hours |
| Severity 3 |
Minor functionality issue Minor functionality is impacted, or a development issue occurs |
Within 1 business day | |
| Severity 4 |
Information request Request for information or feature request with no impact on operations |
Within 1 business day | |
If an issue is not resolved within the normal support process or if the Support Commitment has not been met, customers may escalate the case.