SparkCognition Support Portal
Your partner in AI that transforms your business
Our skilled Customer Success and Support team members provide 24/7 multi-channel support for you, regardless of where you are in your digital transformation journey. We will be by your side from inception, through roll-out, and beyond, ensuring that you realize significant operational and strategic value throughout your experience.
What We Provide
At SparkCognition, we are committed to ensuring your success from project start-up through full-scale roll-out and operationalization.
- Primarily work break/fix issues
- Technical Support is the engineering escalation point of contact
- Triage and adhere to SLOs of cases based off the case prioritization level
- Cadence for updating cases and communicating with our customers
- Works with internal teams to drive support issues to resolution
- 24/7 availability for Critical priority cases and depending on customer availability
Customer Support Service Level Objective (SLOS)
LOW PRIORITY
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NORMAL PRIORITY
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HIGH PRIORITY
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URGENT PRIORITY
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Customer Support works break/fix issues, responding to requests as they come in. Customers receive confirmation of their case submission and are provide a technical support escalation point of contact. After assigning priority, the team will triage the issue, liaising with Engineering and other internal teams to drive support issues to resolution while communicating status updates regularly to the customer point of contact.
