Support Plans

This page describes the support plans available to Knapsack customers based on their license type:

Enterprise Premium
Price Included with Starter Plan subscription Included with Enterprise Plan subscription 10% of Enterprise platform fee
Hours of availability 8am-8pm ET weekdays 24x5 24x5
Guaranteed time to first reply 2 business day < 8 hours <8 hours
Uptime guarantee 99.5% 99.9% 99.9%
Email support Yes Yes Yes
Knowledge base access Yes Yes Yes
Shared Slack or Teams channel Available * Yes
Live onboarding sessions Yes Yes Yes
Live 1:1 sessions Yes Yes
Add-on professional services (workshops, seminars, etc.) Yes ** Available ** Available **
Quarterly business success check-ins Yes *** Yes *** Yes
Dedicated Solution Engineer
Priority response queuing Yes

* Additional fees and terms required
** Additional fees may apply
*** Requires reaching ARR minimum threshold.