Question 1

What support options are available for Spectro Cloud Palette?

Accepted Answer

Spectro Cloud offers Production Support and Solution Support. Production Support includes 24×7×365 access and support for verified packs. Solution Support adds a named CSE, extended coverage, and proactive engagement.

Question 2

What is the difference between Production and Solution Support?

Accepted Answer

Production Support provides 24×7 coverage and support for verified integrations. Solution Support includes all of that plus a named Customer Success Engineer (CSE), QBRs, CAB participation, and collaborative third-party triage.

Question 3

Is support available for self-hosted Palette?

Accepted Answer

Yes. Spectro Cloud provides support for self-hosted deployments, including health checks and full-stack guidance for your on-prem Palette environment.

Question 4

Is CONUS-only support available?

Accepted Answer

Yes. For Palette VerteX customers in the U.S. federal space, Spectro Cloud provides CONUS-only support staffed by U.S.-based support engineers, while still delivering 24×7×365 coverage.

Question 5

How are support SLAs defined?

Accepted Answer

P1 critical issues receive a 1-hour response time and 2-hour updates. P2 issues receive a 2-hour initial response. P3/P4 issues are handled during business hours. Case channels include portal, email, and phone (required for P1).

Support services for Spectro Cloud Palette