Spark Compass AI News Orchestra – Support Information
Publisher: Spark Compass (Total Communicator Solutions Inc.)
Support Contacts
Support Availability
Support is available as follows:
- 24 hours / 7 days a week for general support via email.
- Business-hours coverage window:
- Days: 5 days per week (standard business days)
- Start time: 10:00 AM
- End time: 4:00 PM
- Time zone: America/New_York
Customers can open support requests at any time. Response-time SLAs (below) are measured
according to the specified time zone.
Response Time
Standard response time: within 48 hours from receipt of the support request,
for all severities covered by this support plan unless otherwise specified in a separate agreement.
Support Escalation Process
If an issue is not resolved within the normal support process, customers may escalate the case.
When Can Customers Escalate?
-
Customers should wait at least 48 hours from the time of the initial support request
before requesting escalation, unless there is a critical business impact that justifies earlier escalation.
How to Escalate
-
Reply to the existing support ticket or email thread and clearly indicate that this is an
“Escalation Request”.
-
Send the escalation request to the escalation team at
support@sparkcompass.com.
-
Include the ticket ID, a short description of the impact, and any key stakeholders that should be copied.
Escalation Updates to Customers
Once an escalation has been accepted by the Spark Compass escalation team, customers will receive
an update on the status of the escalated issue at least every 12 hours until resolution or
a mutually agreed workaround is provided.
Summary
- General support email: support@sparkcompass.com
- Escalation email: support@sparkcompass.com
- Availability: 24x7, with defined business window (10:00 AM–4:00 PM, 5 days/week, America/New_York)
- Standard response time: 48 hours
- Escalation wait time: 48 hours before escalation (unless critical)
- Escalation update frequency: every 12 hours