As part of Sparta Care, our on-premise solution customers receive off-site Support Services concerning the operation of the Licensed Software, through a dedicated telephone number, email address or web based customer portal during Sparta’s normal business hours from Monday to Friday (excluding public holidays).
Sparta Systems Customer Support team provides Tier 2 and Tier 3 support to a customer nominated Supported Contact. The Supported Contact will have attended the required training course or passed the accreditation exam. The training courses allow for proper internal end user support, plus continued implementation and maintenance of configuration as required per the business.
The Sparta Systems support team is ready to provide best-in-class support for our cloud solutions through two Subscription Care support plans. The Sparta Subscription Care plan includes access to our Customer Community portal for total online case management and full access to Sparta Systems' on-line knowledgebase. These support services are available with all subscription based offerings, and for this plan our support teams are available 8AM-5PM, local business hours. The Sparta Subscription Care Plus plan adds telephone support, increases business hours to 24x5, two hour initial response time for severity 1 cases and increases the maximum number of supported contacts to 5.