What Technical Support do we provide?
We provide a dedicated help-desk service, which is staffed during business hours and available to any Sponge clients.
If you need help and you can't solve it using the online help available, tickets can be raised via the support portal and our Client Support team will investigate and respond appropriately. Any tickets raised shall, as soon as reasonably practicable, be dealt with by the Client Support team and we will use all reasonable endeavours to respond and resolve within the timescales detailed in Table 1 below.
The table below shows when you should expect responses from the Client Support team to tickets you have raised. Note: some customers or clients may have agreed variations on the below standard Service Levels. If you believe that your company's Service Levels may differ from the below i.e. that your tickets should be dealt with sooner than the timings outlined below, please contact your manager for clarification and escalation.
Table 1. Service Levels*
|Ticket Priority||First Response time||Response SLA %||Ticket Turnaround Time||Resolution SLA %|
|Urgent||2 business hours||97%||3 Business days||95%|
|High, Normal||1 business day||97%||3 Business days||95%|
|Low||1 business day||97%||5 Business days||95%|
See Table 2 for Ticket Priority definitions
*Please also note that in some cases, input or fixes may be required from the Sponge Software Development team, which may result in longer turnaround times due to development & release cycles. Where this is the case support will inform you on the ticket.
Regular business hours
Current business hours are Monday to Friday, 9:00am to 5:30pm (UK time) excluding public holidays.
Table 2 below describes how we classify ticket priorities within Client Support. The Support team may reclassify the priority level of a ticket at any time if it is reasonable to believe that the original classification is incorrect.
Reclassification is most likely where tickets are submitted as 'Urgent', but the situation contradicts that. Support may also increase the ticket priority if the situation is deemed to be more urgent than originally reported by a customer.
Table 2. Ticket Priority Definitions
|Urgent||Critical business impact. Urgent tickets represent a complete loss of service or a significant feature that is completely unavailable to the Spark or Ignite systems, and no workaround exists.|
|High||High impact - Includes intermittent issues and reduced quality of service. A workaround may be available to any affected users or impacted systems.|
|Normal||Medium Impact – Service use is partially impaired. Possible reduced service or individual user issues encountered, whilst systems as a whole are fully operational.|
|Low||Low Impact – this may include product questions, feature requests. All systems are fully operational.|
Technical Support outside of regular business hours
Outside of the business hours quoted above, support documentation, guides and training material are available for all users in our Support Knowledge Base.
This resource provides all users with access to helpful documentation for common tasks or issues, ensuring that users have access to dedicated support at any time of the day.
Spark and Ignite uptime
Sponge carries out per-minute monitoring for uptime of its core tools, Spark and Ignite. Uptime can be viewed at this link. Where any downtime is encountered, developers are alerted and action will be taken to restore service as soon as is possible.
Downtime incidents are documented and can be viewed at this link.