Customer Service Ticketing System Online tool spheresana commercecom Service Consultant Assigned upon Go Live Available during business hours Hosting Support 247 31 10 243 6050 hostingsana ID: 829640
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1 Sana Commerce Customer Service Ticketing
Sana Commerce Customer Service Ticketing System Online tool sphere.sana - commerce.com Service Consultant Assigned upon Go Live Available during business hours Hosting Support 24/7 +31 10 243 6050 hosting@sana - commerce.co m Customer Service Contact Points
2 Support Service Included in License Use
Support Service Included in License User Questions Support Showstopper Support Hosting Support Online Resources (Help, University, Planet) Bug fixing for Standard Sana Commerce setup Critical Security Updates Applications Changes Bug fixing for Customization
3 s Changes and support for third - party
s Changes and support for third - party systems (ERP, PIM, PSP, etc.) List of Services *The services non included in the license are invoiced monthly based on Time & Material.* Response Times for Standard Sana Support Service Response Time Delivery Time User
4 Questions 4 business hours* 2 business
Questions 4 business hours* 2 business days* Showstopper 1 business hour* 1 business day* Critical Security Updates - 30 business days* after release Hosting Disturbances** 1 hour 24 hours *Business hours and days are measured against [TIMEZONE] **Only vali
5 d when hosted with Sana. NB : Delivery t
d when hosted with Sana. NB : Delivery time for questions or issues related to application changes are on best effort. We of course always do our best to deliver as fast as possible. With Sana Sphere , you have access to an online ticketing system for all
6 Sana user - related questions and/or pr
Sana user - related questions and/or problems. You can: • Submit new tickets • Follow the progress of your tickets • Give your feedback on tickets Get started with Sana Sphere by creating an account: sphere.sana - commerce.com Ticketing System Custo
7 mer Service Online Resources Sana Help P
mer Service Online Resources Sana Help Product documentation, user guides and manuals help.sana - commerce.com Sana Planet Customer Community, forum and Q&A planet.sana - commerce.com Sana University Product trainings and courses university.sana - commerce