Our Customer Service Channels
- Email: support@thrivesparrow.com (Business hours)
- Phone: +1 (800) 481-0410 (Business hours)
- Live Chat: Through website or in-product (Business hours)
- Support Portal: support.thrivesparrow.com
- Dedicated Status Page: status.thrivesparrow.com
Content in dedicated status page: Customers’ service status. And updated on any service-related announcements, maintenance schedules, or potential disruptions. Highly recommend bookmarking the status page for easy access.
Our Out of Scopes
- Questionnaire building, design & share
- Modifying Customer Data
- Migrations
- Data Work
- Custom Requirements
- Feature Requests
- Portal Customizations
- Custom Integrations
- Changing settings for an external application
Severity & SLA Target Metrics
Priority | Description | Response Time | Workaround | Resolution |
P1 - Critical Issue | A critical service failure refers to a situation where the customer is unable to use the system or experiences a significant impact without any viable workaround. | 1 hour | 4 hours | 24 hours |
P2 - High Impact Issues | An issue or incident that has a substantial impact on the operation or functionality of the service. | 4 hours | 24 hours | 1 week |
P3 - Medium Impact Issues | A problem or incident that has a moderate impact on the operation or functionality of the service. While it holds a lower priority compared to P1 and P2 issues, it still necessitates prompt attention and resolution. | 8 hours | 48 hours | Based on the possibility of the release plan / Business priorities. |
P4 - Less or No Impact Issues | A problem or incident that has minimal or no impact on the operation or functionality of the service. | 24 hours | If required | Based on the possibility of the release plan / Business priorities. |
Escalation RACI Matrix
Priority | Responsible | Accountable | Consulted | Informed |
P1 | Manager - Customer Support | L2 - Engineering Support | Head of Product | Business Unit Head |
P2 | Customer Support Team | L2 - Engineering Support | Manager - Customer Support | Business Unit Head |
P3 | Customer Support Team | Customer Support Team | Customer Success Manager/Account Manager | Business Unit Head |
P4 | Customer Support Team | Customer Support Team | Customer Success Manager/Account Manager | Business Unit Head |
Business Hours: Monday to Friday, 00:00 GMT - 23:59 GMT
*Excluding Force Majeure event as set out in https://www.thrivesparrow.com/legal/security
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