This policy outlines the support policy for Sparkrock 2016 (including all older versions of the product), what it means for existing Evergreen Program customers, and how it relates to the Sparkrock 2016 Warranty Policy.
The below represents Sparkrock’s updated Sparkrock 2016 Support Policy.
Support Policy
- Sparkrock provides all current customers with Diamond Support. The Diamond Support plan applies to customers of Sparkrock 2016, as well as a limited number of customers on older versions of Sparkrock. It does not apply to Sparkrock 365 as Sparkrock offers a separate set of support packages for this product that are tailored for a SaaS offering.
- Effective immediately, the terms of Diamond Support are amended to be:
- Limited to the core functionality of Microsoft Dynamics NAV and all integrated ERP applications developed by Sparkrock, including the Employee Center and the Ontario K12 Reporting Package;
- Governed by the Sparkrock 2016 Warranty Policy which sets a service end-date of May 1st, 2021 and aligns our warranty policy with Microsoft’s mainstream support end date for Dynamics NAV 2016, and
- Exclusive of support for all 3rd party applications and related integrations, which can must be obtained through a separate Managed Service Agreement or on a Time and Material basis.
- Due to the warranty service end-date of Sparkrock 2016, the current Diamond Support plan will end on May 1st, 2021. Prior to this date, Sparkrock 2016 customers, will be offered the opportunity to enroll in an optional Extended Support Program in order to ensure that they have continued support for their solution. Extended Support Program will only be available for customers on 9.09 or 9.09 SP1. For customers on product versions older than Sparkrock 2016, support can be obtained through a separate Managed Service Agreement or on a Time and Material basis.
- Customers who decide not to proceed with the Extended Support Program will require support to be obtained through a separate Managed Service Agreement or on a Time and Material basis. Any support obtained as such will not receive the benefits and inclusions of the Extended Support Program.
- The costs associated with the Extended Support Program will need to be quoted separately and are at the discretion of the Support team. Note that, in all circumstances, the final support date for Sparkrock 2016 will be May 1st, 2024.
- The Extended Support Program will provide similar support to Diamond Support though it will be amended in some areas of ‘support scope’ as defined under Diamond Support. These amendments include the removal of:
- Up to 4 hours of General Training / Assistance annually (managed remotely)
- Annual Infrastructure Health check - SQL and Infrastructure Analysis (managed remotely)
- Support for all 3rd party applications and related integrations
- Diamond Support and the Extended Support Program for Sparkrock 2016, and older versions of the product, do not include coverage for:
- Any component of the Sparkrock solution that has been customized, modified, enhanced, or otherwise altered by any person other than Sparkrock personnel;
- The resolution of any hardware issues related to on-premise customers, particularly, if our application has been migrated to a new host by any person other than Sparkrock personnel;
- Customers that are not considered to be in good standing with Sparkrock policies from a legal, financial, or operational perspective, or
- Any additional costs related to training, consulting, development managed services, or mandatory maintenance that are not expressly included.
- Sparkrock reserves the right not to provide proactive support for customers who have not implemented the latest version of Sparkrock 2016 or a version that has been released in the last twenty-four (24) months.