Last Updated: 2024-11-01 22:38:05
About Solution Support
For Curator support fill out our online form or email us at curator@interworks.com. Wondering how our support process works? Check out the flow chart at the bottom of the page.
Support Levels
Every Curator plan comes with Standard Support. Upgraded Support-levels available.
Our Legacy Curator Enterprise SKU comes with our Priority Support, as well as a dedicated Account Team. If you have questions about our legacy offerings or want to upgrade to fully managed SaaS please reach out to support.
| Features | Standard Support | Priority Support |
Support Contact Options | ||
Support Coverage | Business Days: 8:00 am – 11pm UTC | Business Days: 8:00 am – 11pm UTC Up to 4 weekends a year of scheduled support for upgrades or infrastructure changes (with 4 business-days notice) High Priority weekend support |
Critical Response Time | 8 business hours | High Priority : 4 business hours Medium Priority : 6 business hours Low Priority : 8 business hours Outside Business Day Support Hours: 12 daytime hours (if not scheduled) |
Knowledge Base | ||
Prioritized Queue | ||
Named Support Contact | ||
Quarterly Check-ins | ||
Yearly Deployment Review | ||
Strategic Planning |
Priority Definitions:
- High Priority - System is completely down, no users have access
- Medium Priority - System is only, but degraded. Users have access but functionality is severely impacted.
- Low Priority - Routine requests, issues isolated to a small set of users, or issues with workarounds. Primary support hours apply.
Limitations:
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.
Legacy Self Hosted Support
Customer's who have 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.
Customer Responsibilities:
- Maintain a separate QA environment
- Before upgrading a production Curator instance:
- Clone product to QA environment
- Upgrade QA portal
- Test required features
- If issues are found, delay upgrading production until issues are resolved.
- Manage standard webserver, including:
- Operating system updates
- Networking/firewalls
- Disk space monitoring
- Read log files
- Change file system permissions.
- Upgrade PHP, Apache, MySQL, SSL Protocols/Ciphers or other requirements when not handled by installers
- Install and configure Curator server software
- Update standard web components, such as:
- SSL certificates
- DNS records
- Ability to configure and update other infrastructure as needed that is not part of the Curator software:
- Load balancers
- Reverse proxies
- Headers being passed through systems
- SMTP Relays
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
Priority Support
(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 2025.
*FIFO (First Ticket In, First Ticket Out) generally applies, but Priority Support (and current Curator Enterprise clients) are always processed first in their respective queues. For standard Curator customers, 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.