All Starkweather Support Plans provide expert troubleshooting and technical Q&A, help with documentation, and live resolution guidance to keep your team moving—plus built-in training to strengthen internal capability. Support is guidance-focused and does not include hands-on project work, configuration updates, or implementing fixes. Plans differ by coverage and access:
Basic Support
Get dependable, on-demand help for day-to-day troubleshooting, technical Q&A, and “how do I…” guidance—without paying for hands-on project work. Basic Support is designed for teams that want a reliable safety net, clear answers, and help resolving issues faster through documentation and live resolution guidance.
Includes:
30 Support Hours for troubleshooting, technical Q&A, and resolution guidance
Email Support via general support inbox
2 × 1-hour training sessions to upskill your team and reinforce best practices
Direct Support
Direct Support adds speed, structure, and accountability—ideal for organizations that need faster turnaround and more proactive oversight. You’ll get expanded support hours, an org-specific premium inbox, more training time, and a
guaranteed response window to keep work moving.
Includes:
50 Support Hours for troubleshooting, technical Q&A, and resolution guidance
Premium Email Support via organization-specific inbox
Guaranteed 24-hour response time
4 × 1-hour training sessions
Workflow ownership monitor & audit (1) to help ensure workflows are being followed and maintained consistently
Support Now!
Support Now! is your highest-touch option for rapid guidance and real-time help—built for organizations where speed and access matter most. Along with the most support hours and training, this tier includes live phone support plus the same guaranteed response time and workflow monitoring to keep operations running smoothly.
Includes:
100 Support Hours for troubleshooting, technical Q&A, and resolution guidance
Premium Email Support via organization-specific inbox
Live Phone Support for immediate assistance when it counts
Guaranteed 24-hour response time
6 × 1-hour training sessions
Workflow ownership monitor & audit (2) for ongoing visibility and consistency