Compare our standard and premium support 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.

Support Contact Options
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
Deployment Reviews
Upgrade Assistance & Guidance
Strategic Planning
Roadmap Previews
Feature Feedback Sessions

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:

Support Response Time

Curator: Standard
Primary Hours: 8 business hours

After Hours: Next business day

Curator: Enterprise

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 Q1 2023.

*FIFO (First Ticket In, First Ticket Out) generally applies, but 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: