Last Updated: 2023-11-06 22:08:42
Support
Compare our standard support and KeepWatch by InterWorks offerings side-by-side to see which one is right for you. Wondering how our support process works? Check out the flow chart at the bottom of the page. If you're here for Curator support click the button below to make a request.
Support Levels
Every Curator plan comes with Standard Support, but Curator Enterprise comes with Priority Support – our most comprehensive offering. See what you get with each level below.
| Features | Standard Support | Managed Curator |
Support Contact Options | Online Email | Online Email |
Support Coverage | U.S. Central Time business hours EU BST business hours | U.S. Central Time business hours EU BST business hours Scheduled weekend support Critical weekend support |
Critical Response Time | 8 business hours | 4 business hours or 12 total hours on weekends |
Knowledge Base | ||
Prioritized Support | ||
Account Manager | ||
Technical Lead | ||
Curator Monitoring and Performance Optimization | ||
Curator Backup and Disaster Recovery | ||
Curator Upgrades and Patching | ||
Curator Consulting and Strategy | ||
Curator Backend User Support |
Support Process
Every Curator support issue is important to us and we strive to make every part of your Curator experience as best as it can be. Our support process is designed to make sure that you get the help you need when you need it. Our team of experts are at-the-ready to help you with any issues you may have. Whether it’s a high priority issue or a low priority issue, our process below shows how we'll work to address any and all questions you have:
After Hours: Next business day
Managed Curator (and current Curator Enterprise Accounts)
High: 2 business hours
Medium: 4 business hours
Low: 8 business hours
After Hours: 12 daytime hours
Note: Phone call process to trigger high-priority requests to be implemented in late 2023.
*FIFO (First Ticket In, First Ticket Out) generally applies, but KeepWatch for Curator (and current Curator Enterprise clients) are always processed first in their respective queues. For Curator Standard, all requests go through the Low Priority process, though we prioritize within this tier based on the indication of severity/potential impact on other clients.
Our Services Deliver Solutions At Lightspeed
For the best experience, our design experts can provide services to create a custom Curator design and perform a UX audit of your analytic content. If you want to focus on content and not servers, our ServerCare team can provide proactive support and maintenance services of Curator and your analytic platforms.
Learn more about our available services: