Platform Support 1
On-line help documentation
Live chat and email channels
New User Onboarding:
• Access to on-line guide
Support Ticket Plan Limits: 2
• 12 tickets per calendar year
• 3 tickets per calendar quarter
• 24 hour guaranteed response
Expert Support 3
(Narrative Inquiry / Sensemaking / Analysis / Facilitation)
NOT INCLUDED
Customer Advisory Board 4
NOT ELIGIBLE
Platform Support 1
On-line help documentation
Live chat and email channels
New User Onboarding:
• Access to on-line guide
• 45 minute group orientation (public)
• Expert guidance on account configuration
Support Ticket Plan Limits: 2
• 24 tickets per calendar year
• 6 tickets per calendar
• 6 hour guaranteed response
• Dedicated success manager
Expert Support 3
(Narrative Inquiry / Sensemaking / Analysis / Facilitation)
“Good Practice” guidance in:
• Initiative Design
• Sensor design
• Signifier Design
“Good Practice” guidance on:
• Approaches to analyzing collected responses
Maximum of 4 sessions per calendar year and 2 sessions per calendar quarter.
Customer Advisory Board 4
Eligible to participate in at least 1 session per calendar year and receive priority access to new features ahead of general release.
COMING SOON
1 – Standard platform support is currently made available between 8:00AM – 4:00PM ET, and is limited to help on general matters or technical issues (e.g. – you’re having issues logging in, don’t know how to add a new user, etc.). We anticipate expanding these service hours in Q1 2020.
2 – A support “ticket” is any support incident unrelated to system defects or outages. Paid “per incident” support is available once plan limits are reached.
3 – Expert support sessions are provided by Spryng Professional Partners and scheduled within 48 hours of your request.
4 – The Spryng Customer Advisory Board is comprised of 10-20 customers who meet periodically to offer feedback on the platform and shape future capabilities. Advisory Board Membership affords priority access to new features ahead of release to the general public.
