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