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 practice for primary use cases
- Address questions on product functionality, configuration best practice 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
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