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Sparkrock's Customer Success Center

Diamond Support for Sparkrock Manage

Products Supported

Sparkrock’s Diamond Support Plan covers the “Sparkrock Manage Solutions” .  Sparkrock Solutions means the Sparkrock Software, including Employee Web Apps, as well as the core functionality of Microsoft Dynamics NAV, Serenic/Kenek, Jet Reports, KwikTag Document Management, and Simcrest Bank Reconciliation, if purchased by Customer from Sparkrock.    

For greater clarity, the following products are considered outside the scope of the Sparkrock Solutions.  These products and any other products may be supported by Sparkrock on request on a time and material basis (see Additional Services/Work Order)

  1. Products integrated with the Sparkrock Solutions, including MS Office, SQL and SharePoint
  2. Client integrated solutions

Support Scope

Benefits and Inclusions

Sparkrock’ Diamond Support Plan includes the following benefits and services:

  1. Unlimited support calls on issues relating to the Sparkrock Solutions
  2. Access to all new version releases of the Sparkrock Software as and when generally released by Sparkrock to its customers **
  3. Hotfixes (Severity 1, 2, and 3) for the Sparkrock Software and Sparkrock-developed Customizations for a period of 24 months from the version release date **
  4. Access to all new Third Party Software as and when generally released by the third party vendors *
  5. Access to eLearning webinars
  6. Complimentary on-line self-paced training
  7. Two hours of free support towards fixes of problems caused by end-user errors, including but not limited to, entering of incorrect data, not following recommended procedures and not keeping adequate backup copies (during standard Sparkrock helpdesk hours only)
  8. Annual road-map planning **
  9. No additional costs for after-hours support (see "Accessing Support" for hours of Sparkrock Helpdesk)
  10. Object Deployment and Management training – by remote session (1 hour) *
  11. Up to 4 hours of General Training / Assistance annually (managed remotely)
  12. Annual Infrastructure Health check - SQL and Infrastructure Analysis (managed remotely) *
* Applicable to On-Premise customers only
** Not applicable to Multi-Tenant Cloud customers
Out of scope/exclusions

The following services are considered outside the scope of Sparkrock’ Diamond Support Plan.  Sparkrock is happy to provide assistance with these services on an as-needed basis at its regular support rates (see “Additional Services/Work Orders”)

  1. Additional user training beyond the 4 hour annual allotment
  2. Travel and expense costs if training on-site
  3. Consultation in regard to new products or features not currently in use by Customer;
  4. Additional support towards fixes of problems caused by end-user errors in excess of 2 hours or after-hours
  5. Resolution of hardware issues *
  6. Implementation or installation assistance
  7. Installation of new releases or training on what’s new (except for Customers purchasing the Evergreen Option) **
  8. Correction of problems/errors attributable to software other than the Sparkrock Solutions.
  9. Development of new Customizations, new features on existing Customizations or assistance with Customizations not developed by Sparkrock **
  10. Technical consulting services, including back-up and restore, solution set up, infrastructure consulting *
  11. Additional services or work required for Dynamics NAV, Sparkrock Software or related solutions, such as:
    1. SQL, SharePoint or Infrastructure assistance *
    2. O365, Exchange or Office product assistance
    3. Disaster and recovery policies *
* Applicable to On-Premise customers only
** Not applicable to Multi-Tenant Cloud customers
Limitations

Sparkrock reserves the right to not provide support services to Customer if:

  1. Any component of the Sparkrock Solutions has been customized, modified, enhanced or otherwise altered by any person other than Sparkrock (including customer personnel);  
  2. The Sparkrock Solutions has been moved by Customer, other than with Sparkrock support *; and/or
  3. Customer is not current in payment of all fees owing to Sparkrock or otherwise in compliance with all of its obligations under the SLSA and this support plan.

In addition, if the Sparkrock Solution has been on the market for at least twenty-four (24) months and is not the most recent Release (Release being the originally released Sparkrock Solution and each subsequently released Update of the Sparkrock Solution), then Sparkrock reserves the right to not provide active support services (hot fixes, etc.) to Customer, though passive support (bug identification, wiki articles, etc.) and Diamond support services will continue to be provided. **

* Applicable to On-Premise customers only
** Not applicable to Multi-Tenant Cloud customers
Customer Responsibilities

Customers are responsible for providing the information necessary to enable Sparkrock to reproduce the issues if at all possible.  Where this is not permitted by company policy, Customers are responsible for providing access to qualified personnel to perform tasks for issue resolution. In such cases Customers should note that resolution times may be impacted.

Customers are responsible for providing the information necessary to enable Sparkrock to provide remote access to assure the shortest response and resolution times. Where this is not permitted by company policy, Customers are responsible for providing access to qualified personnel to perform tasks for issue resolution. In such cases Customers should note that resolution times may be impacted. Customers are also responsible for maintaining current back-up copies of all programs and data. Sparkrock is not responsible for data loss, system downtime or related issues or costs that may arise as a result of efforts directed to the resolution of support cases. * Applicable to On-Premise customers only

In order for support to be provided, Customers are required to log a ‘Case’ online (see “Accessing Support”).

Support Period

Diamond Support covers a period of the support contract (ranges from 1, 2 and 3 years)  from the date of purchase of the Sparkrock Solutions, and is renewed over the period of the support contract unless otherwise directed by Customer prior to the end of the then current support period. 

Support Fees

Sparkrock Manage Cloud

Support Fees are based on a percentage of the list license price for the Sparkrock Solutions, as set out on the applicable Customer License Fees, as well as all subsequent purchases of additional licenses or features or products (the “Sparkrock Solutions Price”).  

All Support Fees are invoiced by Sparkrock in advance on an annual basis, and payable in accordance with the Master Services Agreement and the Software License and Services Agreement.    

Sparkrock Manage

Support Fees are set out on the applicable Customer Quote(s), taking into account the license, as well as all subsequent purchases of additional licenses or features or products (the “Sparkrock Solutions Price”). The Evergreen Option is available for an additional fee.  

Sparkrock reserves the right to increase the applicable percentages on an annual basis on 60 days’ notice to Customer (including, without limitation, to account for any increases to support fees charged by third parties in relation to the Third Party Software), such changes to become effective at the end of the Customer’s then current support period.

All Support Fees are invoiced by Sparkrock in advance on an annual or multi-year basis, and payable in accordance with the Master Services Agreement and the Software License and Services Agreement.   

Annual Maintenance

Annual maintenance fees are mandatory for all customers. These are paid in advance at each annual renewal. Annual fees cover the ability to get access to all new commercially available releases.

License Type Details
Perpetual

Perpetual license customers pay an annual maintenance fee at software purchase and in each subsequent year at each license renewal anniversary.  Annual Maintenance fee is included in the Diamond fee - 25% of the Software List Price and must be paid in advance of the license renewal.

Customers current on Diamond Support are entitled to all new releases.  Any professional services for an upgrade to the new release are not included in the annual fee.  Customers can take advantage of the " Evergreen Upgrades for Sparkrock Manage - OnPremise" or pay for an upgrade on a time and material basis.

SaaS

Customers leveraging the SaaS license do not need to pay any additional fees related to annual maintenance. The annual maintenance is included in the annual SaaS license.  All updates are provided throughout the year.  Updates come automatically turned off and customers opt in to updates through a 30-90  day notification process. 

 

 

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