Support Plans

This page describes the included and optional support plans for Knapsack customers.

Free
Basic
Premium
Price Included with paid, non-Enterprise Plan subscription Included with Enterprise Plan subscription 20% of Enterprise Plan subscription
Hours of availability 8am-8pm ET weekdays 24x5
Guaranteed time to first reply 1 business day < 2 hours
Uptime guarantee 99.5% 99.9%
Email support Yes Yes Yes
Knowledge base access Yes Yes Yes
Dedicate shared Slack or Teams channel Yes*
New user onboarding Yes Yes
Private training sessions Yes
Bespoke services (workshops, seminars, etc.) Yes** Yes**
Quarterly business success check-ins Yes*** Yes***

*Additional terms and conditions apply, specifically as it relates to customer's Slack or Teams workspace.
**Additional fees may apply.
***Requires reaching ARR minimum threshhold.