Support Plans
This page describes the support plans available to Knapsack customers based on their license type:
| Starter |
Enterprise |
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 | – |
– | Yes |
| Priority response queuing | – | – | Yes |
* Additional fees and terms required
** Additional fees may apply
*** Requires reaching ARR minimum threshold.