Support
Get the help you need to succeed with Curator. From technical support to strategic guidance, we're here for you every step of the way.
Submit Support Ticket
Get direct help from our support team. Submit a ticket for technical issues, questions about features, or guidance on best practices.
Response time varies by support tier
Documentation
Comprehensive guides, API references, and step-by-step tutorials for every Curator feature. Find answers to common questions and learn best practices.
Available 24/7 with search functionality
Support by Plan
Different levels of support to meet your organization's needs, aligned with your Curator plan
Teams Plan
Standard Software Support
Essential support for small teams getting started with Curator. Includes documentation access and ticket support.
Email and ticket support
Access to documentation
10 Success Hours annually
Departments Plan
Standard Software Support + Guidance
Comprehensive support for growing organizations. Includes proactive check-ins and security assessments.
All Teams Plan features
Quarterly check-ins
Security reviews & assessments
40 Success Hours annually
Enterprise Plan
Priority Software Support
+ Account Team + Strategy
+ Account Team + Strategy
White-glove support for enterprise organizations with dedicated account teams and priority access.
All Departments Plan features
Priority support queue
Dedicated account team
Yearly roadmap & deployment reviews
80 Success Hours annually
Support Contact & Coverage
How to reach our support team and when we're available
Contact Options
Online support portal
curator@interworks.com
Coverage Hours
Business Days: 8:00 AM – 11:00 PM UTC
Success Hours as Scheduled
High Priority weekend support (Enterprise only)
Software Support Levels
Two tiers of technical software support to meet your needs
Standard Software Support
Included with Teams and Departments plans. Comprehensive technical support for Curator software issues and questions.
Support Contact Options
Online support portal
curator@interworks.com
Bug fixes and software troubleshooting
Feature guidance and best practices
Configuration assistance
Email and ticket-based support
Priority Software Support
Exclusive to Enterprise plan customers. Enhanced support with faster response times and priority handling.
Support Contact Options
Online support portal
curator@interworks.com
Dedicated Account Team
Support Coverage
Business Days: 8:00 AM – 11:00 PM UTC
High Priority weekend support
Response Times
High Priority: 4 business hours
Medium Priority: 6 business hours
Low Priority: 8 business hours
Outside Business Hours: 12 daytime hours (if not scheduled)
Priority Definitions
Understanding how we categorize and prioritize support requests
High Priority
System is completely down, no users have access
Response: 4 business hours
Medium Priority
System is online, but degraded. Users have access but functionality is severely impacted.
Response: 6 business hours
Low Priority
Routine requests, issues isolated to a small set of users, or issues with workarounds.
Response: 8 business hours
Support 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.
Note: If you have questions about our legacy offerings or want to upgrade to fully managed SaaS, please reach out to support.
What are Success Hours?
Success Hours provide insurance for your solution and access to InterWorks experts beyond standard software support—ensuring your analytics transformation succeeds.
Success Hours are for non-emergency requests and are scheduled based on availability.
Training sessions and workshops
Help with surrounding infrastructure (SSO, Network, BI Platforms)
Design and user experience optimization
Major migrations and data transitions
Strategic consulting and roadmap planning
BI Platform troubleshooting, tuning, and advice
Quick tasks scoped for less than 8 hours
Solution insurance and expert guidance
Teams Plan
10
Success Hours per year
Departments Plan
40
Success Hours per year
Enterprise Plan
80
Success Hours per year
Legacy Self-Hosted Support
Important information for customers using legacy self-hosted options
Customers who 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. Success Hours may be used based on availability of resources, scheduling, and access.
Customer Responsibilities:
Environment Management
Maintain a separate QA environment
Clone product to QA environment before upgrading
Test required features before production upgrade
System Administration
Operating system updates
Networking/firewalls
Disk space monitoring
Read log files and manage permissions
Software Updates
Upgrade PHP, Apache, MySQL
SSL Protocols/Ciphers
Install and configure Curator server software
Infrastructure
Load balancers and reverse proxies
SSL certificates and DNS records
SMTP Relays
Need Help Getting Started?
Our support team is ready to help you succeed with Curator. Whether you need technical assistance or strategic guidance, we're here for you.