Sqrrl Enterprise Support

The Sqrrl Enterprise support team provides the highest level of customer support for the users of its software.  Customers have two options in terms of support levels:  Platinum and Basic.

 

 

Platinum Support

Basic Support

Support

24/7/365 for Severity 1 & 2 issues

9 AM – 6 PM EST, Monday – Friday

# of Support Incidents

Unlimited

Unlimited

# of Support Contacts

Unlimited

Unlimited

Subscription Term

12 months

12 months

Phone Support

Yes

Yes

Email Support

Yes

Yes

Remote Troubleshooting

Yes

Yes

Severity 1 & 2 Initial Response Time SLA

1 hour

4 hours (9 AM – 6 PM EST, Monday – Friday)

Severity 3 & 4 Initial Response Time SLA

4 hours (9 AM – 6 PM EST, Monday – Friday)

4 hours (9 AM – 6 PM EST, Monday – Friday)

Support Coverage

All environments

PoC, development, staging, and other test environments

Upgrades and Patches

Yes

Yes

Emergency Bug Fix

Yes

No

 

The Sqrrl support team can be reached at support@sqrrl.com. For urgent issues, contact 800-395-9683. Additional information about Sqrrl’s support offering can be found here.