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Support hours are Monday through Friday, 9 AM Pacific Time to 5 PM Pacific Time, excluding holidays. Support is provided via email. If you call in, we will first ask for your support case incident number, which you receive when you fill out a support request.
Free Support: We typically respond to non-urgent support requests within 48 hours of receipt, most often the same day. As the complexity of technical issues varies greatly, we cannot guarantee the time of resolution. However, we will make best efforts to resolve issues as quickly as possible.
Professional Support: If we perceive that the support request is outside the scope of current Sputnik product functionality (e.g. deals with configuration issues specific to your network, requires custom reports or coding), we will ask for you to first purchase a professional support incident.
- A Professional Support Incident costs $299.
- A paid Professional Support incident is required if you are a legacy Sputnik Control Center customer and need us to SSH into your self-hosted server in order to help troubleshoot or perform server upgrades.
- As the complexity of technical issues varies greatly, we cannot guarantee the time of resolution. However, we will make best efforts to resolve Professional Support Incidents as quickly as possible, and your case will be prioritized in our queue.
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Technical Support | 
