2. Services Overview

2.1 Contact Details

	Ticketing system https://sphere.sana-commerce.com
	Dedicated service consultant Assigned upon go live Availability: during working hours on business days (see paragraphs 1.2.2 and 1.2.3)
	Hosting support EU: +31 10 243 6050 / +94777129993 US: +1 332 867 0402 Availability: 24/7 only for hosting related issues
	Sana Help https://support.sana-commerce.com
	Sana University https://university.sana-commerce.com

2.2 List of Services

You can see more details about the service by clicking on it.

Service	Essential	Pro	Advanced
Contact channels Get support through our online ticketing system and phone whenever additional communication is needed.	Online	Online, Phone	Online, Phone
Support team Pool: A team of Service Consultants will share the pool of customers in the Essential plan. Pool support if SaaS: A team of Service Consultants will be assigned to your project and will pick up your tickets after the Go-Live. Dedicated support if customized: A dedicated Service Consultant will be assigned to your project and will be your first point of contact after the Go-Live. Dedicated paired support: In the Advanced plan, you will always have 2 dedicated Service Consultants in your project after the Go-Live. These 2 dedicated Service Consultants will work as a team on the incoming tickets and will also have weekly and monthly meetings.	Pool	Dedicated support if customized (1) Pool support if SaaS	Dedicated paired support (2)
Deployment planning A dedicated consultant plans the deployment of multiple grouped tickets in line with customer expectations and recourse availability.	✕	✓	✓
Proactive services Identify issues, such as performance and platform problems with the automated solution monitoring.	✕	✕	✓
Customizations On request the SLA can be extended to cover: • Security updates that touch the customization from customizations • Support for customization bugs • Support for customization questions • Support for customization investigation * Customization SLA does not cover analysis or development of new customizations. Except for bug fixes, the customizations SLA does not cover any code-level changes.	✕	Service Level Agreement (monthly fee)	Service Level Agreement (monthly fee)
Changes and support for third-party systems (ERP, PIM, PSP, etc.)	✕	✕	✕
Coverage Coverage by Support in our Local or Global Hubs to fit with your Business Structure. The Global coverage will only be available in the Hubs where Sana is located.	Local	Local	Global
Hosting Sana Commerce Cloud availability is automatically checked by a system that connects to it on the webserver. If the Sana Commerce Cloud application does not respond, a notification is sent to the 24/7 Sana Hosting Team who will respond immediately to resolve the issue. As a customer, you will also have direct access to the 24/7 Sana Hosting Team to report issues.	24/7 global Response: 4 hrs	24/7 global Response: 2 hrs	24/7 global Response: 1 hr
Technical support This is considered the first response after the technical question has been raised.	Response: 8 hrs	Response: 4 hrs	Response: 2 hrs
User questions This is considered the first response after the user question has been raised.	Response: 4 hrs	Response: 2 hrs	Response: 1 hr
Showstopper support Any issue with a high impact in a very short time that relates to the customer’s critical business processes.	Response: 2 hrs	Response: 2 hrs	Response: 1 hr

*The services not included in the license are invoiced monthly based on Time & Material.*

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