ThriveSparrow's Support Channels and Escalation Process

Our Customer Service Channels

• Email: [email protected] (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

 Escalation RACI Matrix

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