Spherium.ai Support Policy and Services

Overview

At Spherium.ai, we believe great support is more than solving issues — it’s about creating lasting success for our customers. Whether you’re just getting started or running mission-critical workloads, our support team is here to help you stay focused, stay secure, and stay in control.

This guide outlines the best practices and support levels available to ensure your experience with Spherium.ai is smooth, resilient, and optimized for your enterprise needs.

📌 Support Structure at a Glance

Support Level	Included With	Availability	Key Benefits
Standard	All paid subscriptions	Mon–Fri, 8 AM–8 PM EST	Email support and in platform support, knowledge base access
Enterprise	Enterprise Plans	Mon–Fri, 8 AM–8 PM EST + Onboarding Assistance	Everything in Standard plus live onboarding assistance

💡 Tip: All Spherium.ai customers can access documentation, training materials, and best practices directly from our Help Center.

Getting the Most from Spherium Support

To ensure fast, accurate, and helpful resolutions, we recommend:

Assign Qualified Admins
Designate a primary and backup Org Admin. They should be familiar with your authentication settings, workspace hierarchy, and rule configurations.
Use the Help Center First
Our Help Center is packed with guides, FAQs, and tutorials that can solve most questions without needing a support case.

🔧 Standard Support (Included with All Paid Plans)

Designed for day-to-day operational needs, standard support includes:

Email-based ticket submission
Break/fix support for platform issues
Platform documentation and usage guides
Support case tracking through the Customer Portal and in product.

🚀 Enterprise Subscription Support

Enterprise customers receive everything in Standard Support plus:

Custom Onboarding Assistance
Hands-on guidance during setup to ensure a smooth, successful launch — included at no extra cost.
Dedicated Customer Success Manager
A single point of contact who understands your business and goals.
Workspace & Governance Setup Guidance
Step-by-step help configuring governance rules, access controls, and workspace inheritance.
Priority Case Handling
Enterprise cases move to the front of our support queue for faster resolution.
24/7 Support Coverage
Round-the-clock assistance to match the pace of your organization.

🕒 Support Hours and SLA

Standard: Monday–Friday, 8:00 AM to 8:00 PM EST

Priority	SLA
Urgent	4
High	8
Medium	12
Low	24

Enterprise: 24x7

Weekend support is limited to Urgent issues

Priority	SLA
Urgent	2
High	4
Medium	8
Low	24

📮 How to Submit a Support Request

All support tickets should be submitted in product or through your customer portal. You'll need to:

Include Contact Name and Email
Fill in Priority, Category, and a detailed Description

We’ll route your request to the right team and respond based on priority.

🎯 Priority Definitions

Priority	Description
Urgent	Platform inoperable, critical workflows down
High	Major functionality impaired, impacting business operations
Medium	Non-critical issues or intermittent errors
Low	General questions, UI bugs, or feature requests

You can adjust your case priority as needed by updating the support ticket or through your assigned contact.

✅ Ticket Lifecycle

New: Your case is under investigation.
Waiting on Contact: We need more info from your team.
Waiting on Us: We are researching your issue and will be in touch shortly.
Resolved: Issue fixed or workaround provided.
Closed: No response from your team for 6+ business days.

To reopen an issue simply submit a new ticket referencing the old case ID.

🧪 Trial & Evaluation Support

Trial users receive email-based support for basic questions and product guidance. Support during evaluation periods is managed jointly by our Sales and Solutions teams.

🎨 Customizations & Integrations

Support for scripts, third-party plugins, or external integrations is outside the scope of standard support. We’re happy to recommend solutions via our Professional Services team.

🔁 Product Version Support

Each product release is supported for 12 months:

Mainstream Support: First 9 months after release
Extended Support: Final 3 months

We recommend staying on the latest version to ensure full access to support and feature updates.

📣 Feedback Matters

After your ticket is resolved, we’ll send a short survey. Your input helps us improve the platform and our service.

Copyright & Use

This content is proprietary to Spherium.ai and subject to our license agreement. Redistribution without permission is prohibited.

If you have any questions about this policy or need assistance, please contact us at support@spherium.ai.