This guide of frequently asked questions shares how Splash's support plans can empower your team.
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What support plans does Splash offer?
Splash offers three available support plans: Standard, Priority, and Priority Elite. Standard is the included plan with all paid Splash licenses, and Priority and Priority Elite are available at an additional cost to the platform subscription.
With the included Standard support plan, we offer unlimited access to submit cases 24x7 to the Splash Support team online through the Help Center. Technical support resources are available from Monday-Friday, 9 am-9 pm ET, to assist with all platform-related issues. Cases are accessible via web and email.
With Priority, technical support resources are available by web or phone 9 am-9 pm regionally. With Priority Elite plans technical support resources are available by web or phone 24/5, Sunday 9 pm to Friday 9 pm ET. Service Level Agreements are available with Priority and Priority Elite plans.
When submitting cases online, customers have the ability to select the urgency and impact of issues, which informs the severity level that is reviewed by the Splash Support team. Prioritization for response times will consider both the support plan and the severity level of the case.
How are support cases routed and prioritized?
Splash Support answers all cases as quickly as possible. Prioritization for response times will consider both the support plan and the severity level of the case. Customers have the ability to select the urgency and impact of cases when submitting online, which informs the severity level that is reviewed by the Splash Support team.
What is included with 24x7 Online Support access?
Unlimited access to submit cases 24x7 to the Splash Support team online through the Help Center, and technical support resources available Monday-Friday, 9 am-9 pm ET with Standard plans.
How are regional-based phone support hours determined?
For Priority plans, regional hours are determined during customer onboarding to best match your team’s business hours. Please review our regional-based phone support hours below:
AMER, LACA: Monday-Friday, 9 am-9 pm ET
EMEA: Monday-Friday, 9 am-9 pm GMT
APAC: Monday-Friday, 9 am-9 pm AEST
If your team works in various regions, we recommend Priority Elite support which includes 24/5 phone support, Sunday 9 pm to Friday 9 pm ET.
What is included with the Support Service Review?
A senior support leader holds this review with your program management team. The Support Service Review identifies trends and provides prescriptive solutions to save your team time while scaling your program.
What is included with the Support Reporting Dashboard?
The Support Reporting Dashboard displays active support cases from your team, including the requester, issue type, and status.
How does a Named Support Lead support our team?
The Named Support Lead is a designated team member that oversees your team’s support cases and delivers the Support Service Review. A Named Support Lead increases the speed of solutions, saves time for program managers, and identifies issues early before becoming widespread.