Support & Maintenance
When you just need a little help from the experts.
Sparx Services North America offers premium support and maintenance that help keep your on-premise or private cloud-deployed Sparx Systems Architecture Platform operating at peak performance.
Expert Support and Maintenance Options For You
Sparx Services North America offers various support and maintenance services to help keep your on-premise or private cloud-deployed Sparx Systems Architecture Platform operating at peak performance and enhance your internal platform support operations. Whether your small team needs enhanced application support for Sparx Systems Enterprise Architect during North American business hours or organization seeks a robust enterprise support and maintenance contract to cover your entire Sparx Systems Architecture Platform deployment, we are here to help.
Annual System Health Check and Assisted Upgrade
- Has your Sparx Systems Architecture Platform been running for a while, but you are concerned it might not be operating at peak performance?
- Have the resources that deployed your platform moved to new roles, and new resources aren’t quite sure how the system is configured?
- Are you apprehensive about upgrading because you don’t want to break something and would like help from the experts?
We Can Help!
An Annual System Health Check Can Help!
The SSNA Annual System Health Check brings in SSNA technical experts to audit your platform deployment against current deployment best practices. SSNA will also review platform logs and performance metrics, and user feedback regarding platform performance. After the System Health Check, SSNA will provide you with a summary of findings and any recommendations for system upgrades and configuration changes that may be necessary to keep the platform operating with peak performance. The SSNA technical team will then work with your staff to guide them through upgrading any software components needing patching and any application configuration changes that may be required. This service is typically combined with a few days of training/mentoring services for your platform administrators and modelers to ensure they can hit the ground running on the upgraded platform.
Premium Technical Support
Our Premium Technical Support gives Sparx Systems customers access to expert information on implementation and technical support issues with Sparx Systems Enterprise Architect. and other associated applications (Pro Cloud Server, Prolaborate, WebEA) and their integrations and access to their modeling data/info. The Premium Technical Support service is a tier-2 email-based support available Monday-Friday during Global Business Hours.
- Priority Email Support from Sparx Services North America
- 4 business-hour response time on all support issues
- Covers issues with security, system configurations, underlying infrastructure, data availability
- Does not cover modeling or architecture support
Outage Incident Support
Are you prepared for significant incidents on your Sparx Systems Architecture Platform? The SSNA Outage Incident Support service actively engages your support team to assist you in managing system outages, critical incidents, and disaster recovery situations. Support is provided on a priority basis to help your company’s platform administrators and support staff with restoring services in the event of an outage with defined Recovery Time Objectives (RTO). You will be given direct contact information for a dedicated Sparx Services North America account manager who will serve as your single point of contact for a diverse pool of technical SMEs. Your account manager will be your single point of contact through the lifecycle of the incident, including assessment, containment, corrective actions, root cause analysis, and preventative actions. Outage incident support may include redeploying services in a disaster recovery event, restoring systems from backups, reconfiguring SSO, log file diagnostics to identify the incident’s root cause, and recommendation of Corrective and Preventative actions relative to the outage event.
Monthly “Sparx Office Hours” Sessions
Sometimes your users don’t need formal training or consulting services, they just have questions and need access to knowledgeable SMEs to answer them. Sparx Office Hours is a service designed to provide ongoing support for modelers within your organization. Modeled after the office hours of university professors, this service gives your Sparx Systems Architecture Platform users access to meet with a Sparx Services North America consultant to ask questions about the platform and its features. This session will be scheduled each month consistently, delivered virtually, and may be recorded by your team for future use. It is encouraged that end-users be invited to these sessions to get ongoing support for their usage of the Sparx Systems Architecture Platform and be provided a forum for asking “how do I…?” questions. If additional consulting and/or training needs are identified within the Sparx Office Hours sessions, we will direct them to your internal application owner for prioritization, budgeting and procurement under a separate consulting services agreement. Office Hours services can be purchased as a stand-alone subscription or bundled with Premium Technical Support offerings.
Enterprise Support and Maintenance Agreements
Does your organization have a need for an Enterprise Support and Maintenance agreement to cover your entire Sparx Systems Architecture Platform deployment? Do you have specific legal/contractual terms or SLA requirements that need to be integrated into your support and maintenance contracts? Sparx Services North America can work with you to combine the support and maintenance services you need into an enterprise agreement compliant with your IT and procurement standards. Enterprise agreements can either be independent or co-termed with your software license renewals.Frequently Asked Questions
Premium support and maintenance agreements are available either directly through Sparx Services North America or through Sparx Systems Partners and Resellers. If your Sparx Systems reseller partner has questions, please have them reach out to sales@sparxsystems.us for assistance.
Sparx Services North America offers a variety of training, mentoring and consulting services to help your Architecture team members enhance their skills and become more productive modelers. These can be purchased independently or bundled with support and maintenance services. Contact us to discuss your unique needs?
Sparx Services North America offers both solution design and assisted deployment services for Sparx Systems software installation. Whether you’re deploying in a cloud environment (like AWS, Azure or GovCloud) or an on-premise datacenter, we can guide you through each step in the deployment process to ensure your platform is functional, supportable and secure. Various deployment service options are available depending on whether you are just deploying a shared repository with Sparx Systems Pro Cloud Server or the full Sparx Systems Architecture Platform including Prolaborate. Single Instance and multi-instance configurations can also be supported. If you have data to migrate from another architecture tool we can assist you with that as well. Please contact us to arrange a time to discuss your unique needs with one of our implementation experts.