What level of technical support does Knapsack provide?
In addition to our knowledge base and platform documentation, all Knapsack users receive complimentary email support from our Help team on weekdays from 8am - 8pm ET and can expect a response time within 3 business days.
Enterprise customers can expect a response within 1 business day, and are guaranteed uptime of 99.5% or better.
Enterprise customers have the option to upgrade to premium support and service level agreements (SLAs), enabling additional support channels (chat, telephone), expanded coverage hours (up to 24x5), shorter response times (down to < 2 hours), and greater uptime guarantee (up to 99.999%). Our Premium Support Plan fee is 20% of your annual Knapsack contract.
In addition, Knapsack's Customer Success team is available to provide on-demand workshops, consults, and trainings. For more information on services, contact us at firstname.lastname@example.org.