Premium Technical Support
When you just need a little help from the experts.
Sparx Services North America offers premium phone and email based technical support for Sparx Systems software in use by organizations in the United States, Canada and Mexico.
Why you need a Premium Technical Support contract
The manufacturer maintenance that comes with your Sparx Enterprise Architect, Pro Cloud Server and Prolaborate software licenses provides you email-based support provided by Sparx Systems, including advice on usage of the software, investigation of bugs, fixes, repairs of models and general product support during business hours in the Australian timezone. There are no service level agreements or minimum/maximum response times in place with this support. For organizations that require “help-desk” type support in the configuration and usage of Sparx products during North American business hours, the Premium Technical Support offering is designed to meet your needs.
What is covered?
The Premium Technical Support offering from Sparx Services North America is intended to provide ad-hoc technical assistance to Sparx users and administrators – bridging the gaps between in-house support functions and the self-service support resources from Sparx Systems (the software manufacturer).
Premium Technical Support contracts are available to all Sparx software users, whether purchased through Sparx Services North America, direct from Sparx Systems or through a Sparx Systems partner. This service is ideal for small teams and individuals or larger organizations wanting to augment existing support resources.
Examples of the types of issues that can be addressed using Premium Technical Support services include:
- System administration, security setup, maintenance and software upgrade assistance
- Instructions on how to use Prolaborate
- Investigation of system performance issues
- Usage questions (how can we do “xyz” using Sparx)
- Coordination of software bug reports and feature requests with Sparx Systems development teams
Why you need a Premium Technical Support contract
The Premium Technical Support offering is designed to help with ad-hoc issues. If you need formalized training or on-site assistance, Sparx Services North America has a number of additional offerings available.
Contact us to discuss your unique needs.
- System integration projects
- Formal training courses (on-site or remote)
- Data migration from other architecture tools
- Metamodel/architecture reviews
- Architecture practice governance best-practices
- Architecture content development (reference models, standards, etc)
- Content curation and dashboard development
Pricing
Basic
- Fixed number of support hours valid for 12 months
- Support hours 8am-8pm Eastern time Monday-Friday
- 4 hr response time SLA
Enterprise Silver
- Support hours 8am-8pm Eastern time Monday-Friday
- 4 hr response time SLA
- License tracking for renewals
- Quarterly Account Review
- 5% discount on public training courses from SSNA
Enterprise Gold
- Dedicated account manager
- Up to 40 hours a month of email/phone support
- Support hours 8am-8pm Eastern time Monday-Friday
- 2 hr response time SLA
- License tracking for renewals
- Quarterly account reviews
- Supplementary testing on new product releases and implementation guidance
- 5% discount on training and consulting offerings from Sparx Services North America
Enterprise Platinum
- Dedicated account manager
- No monthly limit on email/phone support
- Support hours 8am-8pm Eastern time Monday-Friday (optional upgrade to 24x7 support)
- 2 hr response time SLA (optional upgrade to 1 hr response time SLA)
- License tracking for renewals
- Monthly account reviews
- Annual system configuration health-check service
- Supplementary testing on new product releases and implementation guidance
- 5% discount on training and consulting offerings from Sparx Services North America