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Spherium.ai Support Policy and Services

Support Tiers, Onboarding, and Service Expectations for Spherium.ai Customers

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:

  1. Assign Qualified Admins
    Designate a primary and backup Org Admin. They should be familiar with your authentication settings, workspace hierarchy, and rule configurations.

  2. 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:

  • Onboarding Assistance
    Personalized help during implementation — no extra cost.

  • Workspace and Rule Configuration Guidance
    Walkthroughs for setting up governance rules, access delegation, and workspace inheritance models.

  • Faster Case Routing
    Enterprise accounts are automatically prioritized in our support queue.

⭐ Premium Support Add-On (Coming Soon!)

Ideal for organizations with complex deployments or high compliance demands:

  • 24x5 or 24x7 Support Options

  • Named Technical Success Manager
    One point of contact for escalations, roadmapping, and quarterly reviews.

  • Monthly Check-In Calls
    Strategic planning, feature previews, and architecture advice.

  • Proactive Governance Reviews
    Ensure your workspace rules and role hierarchies are audit-ready. 

  • Enhanced SLAs
    Industry leading response times.  

🕒 Support Hours and SLA

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

Weekend support is limited to P1 issues for Premium customers.

Priority Standard Enterprise
Urgent 4 2
High 8 4
Medium 12 8
Low 24 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.