Professional Services Support is available to customers who want customized reports, software tweaks for modified branding, changes in software functionality, help troubleshooting their internal network, and other services or support that are out of the scope of basic product support.

• Support hours are Monday through Friday, 9 AM Pacific Time to 5 PM Pacific Time, excluding holidays. (Note: if you are located in a time zone significantly different from Pacific Time, we will make best efforts to accommodate your schedule.)
• Each support incident includes up to two hours of troubleshooting.
• A Professional Support incident is required if you are a legacy Sputnik Control Center customer (not SputnikNet On Site) 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.