Get the help you need to succeed with Curator. From technical support to strategic guidance, we're here for you every step of the way.
Different levels of support to meet your organization's needs, aligned with your Curator plan
Standard Software Support
Essential support for small teams getting started with Curator. Includes documentation access and ticket support.
Email and ticket support
Access to documentation
10 Success Hours annually
Standard Software Support + Guidance
Comprehensive support for growing organizations. Includes proactive check-ins and security assessments.
All Teams Plan features
Quarterly check-ins
Security reviews & assessments
40 Success Hours annually
Priority Software Support
+ Account Team + Strategy
White-glove support for enterprise organizations with dedicated account teams and priority access.
All Departments Plan features
Priority support queue
Dedicated account team
Yearly roadmap & deployment reviews
80 Success Hours annually
Success Hours provide insurance for your solution and access to InterWorks experts beyond standard software support—ensuring your analytics transformation succeeds.
Success Hours are for non-emergency requests and are scheduled based on availability.
Curator Training sessions and workshops
Help with surrounding infrastructure (SSO, Network, BI Platforms)
Design and user experience optimization
Major migrations and data transitions
Strategic consulting and roadmap planning
BI Platform troubleshooting, tuning, and advice
Quick tasks scoped for less than 4 hours
Solution insurance and expert guidance
How to reach our support team and when we're available
Online support portal
curator@interworks.com
Business Days: 8:00 AM – 11:00 PM UTC
Success Hours as Scheduled
High Priority weekend support (Enterprise only)
Two tiers of technical software support to meet your needs
Included with Teams and Departments plans. Comprehensive technical support for Curator software issues and questions.
Online support portal
curator@interworks.com
Bug fixes and software troubleshooting
Feature guidance and best practices
Configuration assistance
Email and ticket-based support
Exclusive to Enterprise plan customers. Enhanced support with faster response times and priority handling.
Online support portal
curator@interworks.com
Dedicated Account Team
Business Days: 8:00 AM – 11:00 PM UTC
High Priority weekend support
High Priority: 4 business hours
Medium Priority: 6 business hours
Low Priority: 8 business hours
Outside Business Hours: 12 daytime hours (if not scheduled)
Understanding how we categorize and prioritize support requests
System is completely down, no users have access
System is online, but degraded. Users have access but functionality is severely impacted.
Routine requests, issues isolated to a small set of users, or issues with workarounds.
Surrounding systems (such as Tableau, Power BI, ThoughtSpot, and SSO/SAML services) and code not shipped with the software (if not included in a specific agreement with InterWorks) is the sole responsibility of the customer to troubleshoot and maintain. This includes user-added HTML, CSS, and Javascript within Curator CMS.
Note: If you have questions about our legacy offerings or want to upgrade to fully managed SaaS, please reach out to support.
Important information for customers using legacy self-hosted options
Customers who use one of our legacy, self-hosted options need to be aware of the extra responsibilities required of them (without a separate KeepWatch by InterWorks contract). This is not an exhaustive list, but Curator software support is for the software and does not include OS, infrastructure, non-product code, or surrounding systems. Success Hours may be used based on availability of resources, scheduling, and access.
Our support team is ready to help you succeed with Curator. Whether you need technical assistance or strategic guidance, we're here for you.