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sharpsell is mobile-first Sales Enablement and Learning platform built to superpower distributed field sales teams with real time sales pitches, personalized learning, dynamic content, and AI powered sales coaching helps transform your sellers into expert advisors.

Explore this site to understand product support for the customers and end users, onboarding services offered, security and infrastructure, SLAs and server configurations. Or, use the Search box on the top right corner of the page. Or, use the navigation links on the right of the page.


Support

At Enparadigm, we are committed to our clients’ success and are doing everything we can to help them achieve the best out of the sharpsell platform and reach their business goals. Every user of sharpsell gets access to ‘sharpsell help center’ from the application where they can get answers to their questions and challenges.


sharpsell help center

For any queries about using the application users can reach out to the sharpsell support team using the “Help” option on the app. Users can chat with the sharpsell support team and ask the questions that they need help with. Help center comes with configurable FAQs and help guides that are customizable for each sharpsell client. Reach out to support, if you need help with enabling ‘sharpsell Help center’ for your organization. With sharpsell Help Center, you get

  • Standard FAQs on the product that users need help with
  • Customized FAQs as per your specific needs and business requirements
  • Chat support, where a sharpsell support representative will help users with questions that are beyond FAQs listed or any other question on the product that users need help with


Standard support (SS)

Clients can also reach out to the sharpsell support team for queries that are not solved through ‘sharpsell help center’ in the app.

  1. sharpsell Standard support covers all the queries/incidents related to sharpsell product offering. Eg: Login related, Content personalization related, quiz submission related, etc. The support doesn’t cover the queries related to the client's business. Eg: Launching a new product, starting a new course, content requests, etc.
  2. All the queries/incidents are expected to be coming from the Client L1 SPOC, post the initial validation of the same. Please note that the standard support team does not support queries from end users directly as part of the standard support.
  3. All incidents should be sent to the standard support team either by sending an email to help@sharpsell.ai
  4. All the queries/incidents are created in Freshdesk as tickets.
  5. Standard support team will resolve queries/incidents as per Severity. Standard support team and Client SPOC can work together to reprioritize tickets to a lower/higher severity level if required as per the business impact.
  6. Standard support team will share a monthly support tracker to the Client SPOC with the list of incidents reported and the closure details
  7. In case an incident is classified as a Change Request aka CR (and not a Bug), the process for new CR will be initiated after mutual agreement between the Client SPOC and sharpsell team. In this case, the support team will handover the request to the respective account manager to take it forward with the client.


Example of a Bug: A user is not able to access the platform on android, but is able to access it in iOS. Example of a CR: AI role-play behaviour on iOS is different from the user expectations though it is as per product documentation.

Expectations from Client end as part of standard support

  1. Client will set up an in-house Support team (Client L1 team) to handle basic queries from sharpsell end-users. This team is expected to be headed by a Support lead who will act as a SPOC for the Standard support team.
  2. Client L1 team will respond to all standard queries related to sharpsell application. This team will address & interface with end users to resolve incidents including, but not limited to, login requests, login issues, password, create/disable user accounts, data requests, content uploads, liaising with internal IT teams (and any other vendors or partners) for data, logs etc that are necessary to debug incidents.
  3. Standard support team will help train and onboard the Client L1 team.
  4. In case Client L1 team need further support in resolving the incident, they can contact Standard support by sending an email to help@sharpsell.ai.
  5. Only incidents raised to the above Support email ID or raised in freshchat will be available for reviews, reporting purposes and fall under the resolution process.


Incident Reporting by Client SPOC

Client SPOC needs to provide full details on the incident as per the below format. Without these details, it will take multiple iterations and time to respond and resolve the reported incident. Please note, this only applies when the issue is being identified and reported by the Client SPOC.

  1. Number of user(s) impacted
  2. sharpsell Login ID(s) (sample IDs of impacted users)
  3. Incidents reported in App (Android or iOS or both) or Web or both.
  4. Detailed Incident Summary & Description [50 to 100 words]
  5. Screenshot(s) & Videos of the incident reported

If the incident has originated at the Client end and is being resolved by the Client

  1. Client SPOC to keep the Standard support team informed on email and phone call in case there is an Incident Reported at the Client end that can impact the sharpsell users.
  2. Client SPOC to share the timelines for resolution along with communication on email and confirmation once the resolution has been achieved.
  3. Standard support team to communicate to sharpsell users on the basis of information given to the sharpsell support team.
  4. RCA to be shared to the sharpsell Standard Support Team and the Project Team.

sharpsell standard support timings

India (UTC+5:30)

Working Days Time
Monday to Friday 9 AM to 6 PM
Saturday and Sunday Unavailable


Platinum support (PS)

As part of the Platinum support, Enparadigm will provide L1 support to the client. Users can also reach out to the sharpsell team for queries that are not solved through ‘sharpsell help center’ in the app. Reach out to your sharpsell account manager if you would like to opt for sharpsell platinum support.

  1. Platinum support covers all the queries/incidents related to sharpsell product offering. Eg: Login related, Content personalization related, quiz submission related, etc.
  2. If the client expects the Platinum support team to support queries related to the client's business. Eg: Launching a new product, starting a new course, content requests, etc. Client SPOC will train the dedicated resources of the platinum support team based on a well documented Training Manual.
  3. All incidents should be sent to the Platinum support team either by sending an email to help@sharpsell.ai.
  4. All the queries/incidents are created in Freshdesk as tickets.
  5. Any end user questions that pertain to Client specific queries that Platinum support team is not trained or enabled to handle (e.g. Product info, process to onboard a new user, etc, or data mapping issues that has dependency on Client IT teams etc), will be collated at the end of the day and shared with the Client SPOC. Client SPOC will be requested to provide all the necessary support immediately to resolve the user queries. Platinum support team will update the users as and when it gets the update from Client SPOC. Platinum support team will work with the Client SPOC on streamlining these queries and refining the responses for end users (aka Sales agents).
  6. If Whatsapp based engagement drive is part of the agreement, the Platinum support team also provides support in whatsapp-groups to answer queries on driving product usage and suggestions to Client SPOC or the team that is driving the initiative at the client organization for the first one month after deployment.
  7. Platinum support team will resolve queries/incidents as per Severity. Platinum support team and Client SPOC can work together to reprioritize tickets to a lower/higher severity level if required as per the business impact.
  8. Platinum support team will share a daily support tracker to the Client SPOC with the list of incidents reported and the closure details for the first one month after the deployment. After the first one month, a weekly tracker will be shared with the client.
  9. In case an incident is classified as a Change Request aka CR (and not a Bug), the process for new CR will be initiated after mutual agreement between the Client SPOC and sharpsell team. In this case, the support team will handover the request to the respective account manager to take it forward with the client.


Example of a Bug: A user is not able to access the platform on android, but is able to access it in iOS. Example of a CR: AI role play behaviour on iOS is different from the user expectations though it is as per product documentation.

Expectations from Client end as part of Platinum support

  1. Customer will designate an in house Support team SPOC to engage with sharpsell Support team for all discussions on Reporting and Reviews.
  2. In case Client SPOC needs further support in resolving the incident, they can contact Platinum Support by sending an email to help@sharpsell.ai
  3. Client SPOC trains the sharpsell Platinum support team on all client’s products, business processes and issues based on a well documented Training Manual. This manual will be the ONLY source of information which will be used to train the Platinum support team. Anything outside of this manual needs to be called out and refresher training will need to be provided by the Client SPOC. This manual will be the ONLY source of information which will be used to train the Platinum support team. Anything outside of this manual needs to be called out and refresher training will need to be provided by the Client SPOC.
  4. Only incidents raised to the above Support email ID will be available for reviews, reporting purposes and fall under the resolution process.


Incident Reporting by Client SPOC

Client SPOC needs to provide full details on the incident as per the below format. Without these details, it will take multiple iterations and time to respond and resolve the reported incident. Please note, this only applies when the issue is being identified and reported by the Client SPOC.

  1. Number of user(s) impacted
  2. sharpsell Login ID(s) (sample IDs of impacted users)
  3. Incidents reported in App (Android or iOS or both) or Web or both.
  4. Detailed Incident Summary & Description [50 to 100 words]
  5. Screenshot(s) & Videos of the incident reported

If the incident has originated at Client end and is being resolved by the Client

  1. Client SPOC to keep the Platinum support team informed on email and phone call in case there is an Incident Reported at the Client end that can impact the sharpsell users.
  2. Client SPOC to share the timelines for resolution along with communication on email and confirmation once the resolution has been achieved.
  3. Platinum support team to communicate to sharpsell users on the basis of information given to the sharpsell support team.
  4. RCA to be shared to the sharpsell Platinum Support Team and the Project Team.

sharpsell platinum support timings

India (UTC+5:30)
Working Days Time
Monday to Friday 9 AM to 6 PM
Saturday and Sunday Unavailable


Onboarding services

Enparadigm will work closely with the client SPOC and administrators during the onboarding process to make the deployment support. Onboarding support will focus on three key areas.

User onboarding

Enparadigm's customer success team works closely with Client SPOC to make new user addition and management smooth.

  • Setting up the SSO integrations for user authentication and user meta data transfer
  • Bulk upload of user lists in the admin for users outside the automated data sync
  • Bulk upload of manager and trainer details and user mapping
  • Defining the manager and training team hierarchy as a one time exercise for teams outside the automated data sync

Training

Enparadigm's product and customer success teams train the Client stakeholders on the platform features and SOPs before the deployment goes live

  • Content uploading and mapping
  • Batch creation, adding, updating and deleting users from the batches
  • Using notification engine to drive engagement
  • Using cockpit and analytics dashboards to get insights on platform usage, completion rates, activity insights, and skill scores
  • Using AI role-play review and coaching panels


Security and Privacy

Enparadigm’s enterprise grade security practices and processes ensure your data is secure, private and compliant. Our systems and processes are audited by third-party security experts at regular intervals.

ISO 27001 certified

Enparadigm is an ISO 27001 certified company. ISO 27001 (formally known as ISO/IEC 27001:2013) is a specification for an information security management system (ISMS). With ISO's robust information security management system (ISMS) in place, a full spectrum of security best practices are implemented across the organization.

GDPR Compliant

We comply with the General Data Protection Regulation (GDPR). GDPR is a leading standard for implementing, managing, and strengthening a risk-based data privacy management system.

End-to-end encryption

Our platforms employ end-to-end encryption for data transfer with a guarantee of integrity, security, and confidentiality in transit and at rest.

Secure Cloud Infrastructure

We only work with the most secure cloud infrastructure providers, such as Amazon Web Services, and Microsoft Azure. Our servers are housed in state-of-the-art data centers that have received several certifications, including ISO/IEC 27001 and SOC2.


sharpsell Severity Definitions and SLAs

Severity 1 (Urgent)

Definition: More than 25% of users impacted.
Examples: Login Is not working

Action:

  • From sharpsell: Communication from the sharpsell support team and the SPOC via email and phone call within 60 mins of a Sev1 issue being identified at sharpsell.
  • From Client: Email & Phone Call from Client SPOC to the sharpsell support team and the SPOC within 60 mins of a Sev1 issue being identified at sharpsell.
  • All hands on the deck. Send regular emails to the client about the status every 2 hours.


Resolution

  • Permanent Resolution or acceptable work around, within 4 hours from the time the incident is reported.
  • A number of issues get addressed through a code-push on the server or a data sync on the mobile. Users just need to restart the app and sync the device once.
  • In case of an Android App issue, we will provide a fix and make it available on Playstore, so that users can be unblocked immediately.
  • For iOS, if we need to go through AppStore submission (For binary builds), the SLA cannot be met and depends on approvals from Apple.


RCA:

  • RCA should be available and provided to the client within 5 business days.


Severity 2 (High Severity)

Definition: More than 10% up to 25% of all users impacted.
Examples: Existing users are able to continue working, however, new logins are impacted.

Action:

  • From sharpsell: Communication from the sharpsell support team and the SPOC via email and phone call within 60 mins of a Sev2 issue being identified at sharpsell.
  • From Client: Email & Phone Call from Client SPOC to the sharpsell support team and the SPOC within 60 minutes of a Sev2 issue being identified at sharpsell
  • sharpsell support team notifies the client within 60 mins with issue validation, from the time or sharpsell's internal monitors detect the same.
  • Send regular emails to the client about the status every 4 hours.


Resolution:

  • Permanent Resolution or acceptable work around, within 16 hours from the time the incident is reported.
  • A number of issues get addressed through a code-push on the server or a data sync on the mobile. Users just need to restart the app and sync the device once.
  • In case of an Android App issue, we will provide a fix and make it available on Playstore, so that users can be unblocked immediately.
  • For iOS, if we need to go through AppStore submission (For binary builds), the SLA cannot be met and depends on approvals from Apple


RCA:

  • RCA should be available within 5 business days for internal teams.


Severity 3 (Medium Severity)

Definition: Less than 10% of users impacted.
Examples: Some new content is not available for a few users.

Action:

  • sharpsell support team responds to the client within 4 hours with issue validation, from the time sharpsell's support team is notified of the issue by a client SPOC through an email
  • Clients will be provided with the release date based on the effort. Client facing teams to communicate any changes.


Resolution:

  • The responses for the S3 issues will be provided on a real time basis for the ones that were reported earlier and an acceptable solution is readily available. (e.g. App installation, Login related issues, and basic workflow related questions as part of the current levels of deployment).
  • Permanent Resolution or acceptable work around, within 2 days from the time the incident is reported.


RCA:

  • Sev 3 incidents with a recurrence of more than 5 times a week, need to be provided a RCA within 5 days.


Severity 4 (Low Severity)

Definition: Less than 1% of users impacted.
Examples: New Content is not loaded properly for one particular user. Device specific issue.

Action:

  • sharpsell support team responds to the client within 4 hours with issue validation, from the time sharpsell's supposed team is notified of the issue by a client SPOC through an email
  • Clients will be provided with the release date based on the effort. Client facing teams to communicate any changes.


Resolution:

  • Resolution Times: The responses for the S4 issues will be provided on a case by case basis for the ones that were reported earlier and an acceptable solution is readily available. (e.g. App installation, Login related issues, and basic workflow related questions as part of the current levels of deployment).
  • Permanent Resolution or acceptable work around, within 5 days from the time the incident is reported.


RCA:

  • Sev 4 incidents with a recurrence of more than 5 times a week, need to be provided a RCA within 5 days.


Working Hours

Enparadigm’s working hours are Monday to Friday 9.00 am to 6.00 pm. (IST)

sharpsell AWS Server Configurations

Introduction

sharpsell is one of the leading sales enablement platforms that help frontline sales people and channel partners in Insurance, Banking, Financial services, Pharma, Retail and Auto industries.

This document details the typical server and database configurations needed based on the number of monthly active users.

For the purpose of this document, we have used Amazon AWS as the CSP. Please speak to your Enparadigm account manager if you have any questions.

Staging Server Configuration

  • Core set-up
    • Application server
      • EC2 instance: 1 * t2.micro (Amazon Linux / ubuntu / centos)
    • Database
      • RDS MySQL instance: 1 * db.t3.small
    • Storage
      • S3 bucket: 1
  • Additional services needed for video (role play) challenges
    • Media Convert
    • Lambda
  • Cloud watch
    • IAM
    • Additional storage: S3 bucket * 2
  • Additional - Based on the criticality of the application and the number of potential concurrent users, we also set-up the following services for high availability and continuous application and infrastructure monitoring. If the staging server needs to be an exact replica of the production server, the following servers are needed in staging.
    • Load balancer: 1
    • CloudWatch: 1^
    • Lambda: 1^
    • CloudFront: 1
    • Route 53 DNS Web Server: 1

^Needed if video challenges are not part of the launchpad platform. Cloudwatch and Lambda services are otherwise part of the core infrastructure for video challenges.

UAT Server Configuration

  • Core set-up
    • Application server
      • EC2 instance: 1 * t2.micro (Amazon Linux / ubuntu / centos)
    • Database
      • RDS MySQL instance: 1 * db.t3.small
    • Storage
      • S3 bucket: 1
  • Additional services needed for video (role play) challenges
    • Media Convert
    • Lambda
    • Cloud watch
    • IAM
    • Additional storage: S3 bucket * 2

Production Configuration

  • Core set-up
Server set-up for the production server depends on the number of potential monthly active users using the platform^.
<5K MAU 5K to 20K MAU 20K to 50K MAU
Application server : EC2 instance 1 * t2.medium (Amazon Linux / ubuntu / centos) 1 * t2.large (Amazon Linux / ubuntu / centos) 1 * t2.Xlarge (Amazon Linux / ubuntu / centos)
Database: RDS MySQL Instance 1 * db.t3.medium 1 * db.t3.large 1 * db.t3.Xlarge
Storage: S3 bucket 1 1 1


^The above production configurations are only a guideline. We have suggested the configuration to make it easy for our clients to decide on the right environment based on our experience with multiple customer deployments. The exact configurations are dependent on the number of concurrent users among many other factors.

If there is any reason to believe the concurrent users to monthly active users ratio will be different, please speak to your Enparadigm account manager to get more information.
  • Additional services needed for video (role play) challenges
    • Media Convert
    • Lambda
    • Cloud watch
    • IAM
    • Additional storage: S3 bucket * 2
  • Additional - Based on the criticality of the application and the number of potential concurrent users, we also set-up the following services for high availability and continuous application and infrastructure monitoring
    • Load balancer: 1
    • CloudWatch: 1^
    • Lambda: 1^
    • CloudFront: 1
    • Route 53 DNS Web Server: 1

^Needed if video challenges are part of the launchpad platform. Cloudwatch and Lambda services are part of the core infrastructure for video challenges.

DR Add-on

DR service can be provided on a case to case basis, if agreed at the time of the contract.

Options Recovery point of Objective (RPO) Retention Period at Destination Geo-Location Total recoverable points available at any time(6 per day * 7 Days) Recovery time of Objective(RTO) for AWS Infra
4 Hour RPO 4 Hours 7 days 42 2 hours
8 Hour RPO 8 Hours 7 days 21 2 hours
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