Support Plans

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

(Tier 3)
(Tier 2)
(Tier 1)
Price Included with Starter Plan subscription Included in Business Plan Subscription Included with Enterprise Plan, or 20% of Business Plan Subscription
Hours of availability 8am-8pm ET weekdays 24x5 24x5
Guaranteed time to first reply 2 business days 1 business day <8 hours
Uptime guarantee 99.5% 99.5% 99.9%
Email support Yes Yes Yes
Knowledge base access Yes Yes Yes
Shared Slack or Teams channel Yes
Live onboarding sessions 1 x 60 min session 2 x 90 min sessions Unlimited
Live 1:1 sessions Yes Yes
Add-on professional services (workshops, seminars, etc.) Available ** Available **
Quarterly business success check-ins Yes *** Yes
Dedicated Solution Engineer
Priority response queuing Yes

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

For more details on our Tier 2 and Tier 3 support offerings, email