Sunshine Conversations
Platform Support Services
Sunshine Conversations
Premier
Sunshine Conversations
Premier Enterprise
Platform Support
Weekdays
9am-8pm ET
24/7 access for Production down
Weekdays 9am-8pm ET for general issues and degraded service
Case severity/Response times
General issue:
< 8 business hours
Degraded service:
< 4 business hours
Production system down:
< 2 business hours
General issue:
< 4 business hours
Degraded service:
< 2 business hours
Production system down:
< 1 hour
Customer Success
-
Designated
Technical Architect
-
Designated
Technical Onboarding GuidanceImplementation support through weekly technical consultation. Activities may include:
- Review package activities, timelines and engagement expectations
- Guide Subscriber through configuration best practices for primary use cases
- Address questions on product functionality, configuration best practices and implementation tasks
Sunshine Conversations Launch Lite
(1hr/week of technical consulting)
Sunshine Conversations Launch Core
(4hr/week of technical consulting and 2hr/week of project management)
Ongoing Technical Guidance (Post Go-Live)Ongoing technical and operational support
Sunshine Conversations Assist Lite
(10 hours per year)
Sunshine Conversations Assist Core
(50 hours per year)
Implementation Professional Services
Zendesk or Partner Lead
Zendesk or Partner Lead