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

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Designated

Technical Architect

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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 & operational support

Implementation Professional Services

Zendesk or Partner Lead

Zendesk or Partner Lead