Support Plans
This page describes the support plans available to Knapsack customers based on their license type:
| Starter (Tier 3) |
Business (Tier 2) |
Premium (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 | – |
– | Yes |
| 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 hello@knapsack.cloud.