Support & Maintenance
NorthStarSoftware provides flexible support and maintenance options tailored to your operational requirements. From community support to 24/7 dedicated engineering, we ensure your Private AI systems operate at peak performance.
Support Philosophy: We staff our support teams with engineers who have deployed the systems they support. Support isn't a cost center—it's mission assurance for your Private AI investment.
Support Options
Choose the support level that matches your operational requirements and budget:
| Feature | None | Basic | Standard | Premium |
|---|---|---|---|---|
| Monthly Cost | $0 | $900 | $1,700 | $3,000 |
| Description | Community support only | Business hours support + remote management | Extended hours + remote management + reporting | 24/7 support + remote management + reporting + enhancements + dedicated contact |
| Support Hours | Community forums | Business Hours (8AM-6PM CT) | Extended (6AM-10PM CT) | 24/7/365 |
| Response Time (P1) | Best effort | 2 hours | 1 hour | 15 minutes |
| Remote Management | ❌ | ✅ | ✅ | ✅ |
| System Reporting | ❌ | ❌ | ✅ | ✅ |
| System Enhancements | ❌ | ❌ | ❌ | ✅ |
| Dedicated Contact | ❌ | ❌ | ❌ | ✅ |
| SLA Guarantee | ❌ | 99% uptime | 99.5% uptime | 99.9% uptime |
Support Details by Tier
None - Community Support ($0/month)
- Access to community documentation and forums
- Self-service knowledge base
- Software updates via download portal
- Community-driven troubleshooting
- No SLA or guaranteed response times
Basic Support ($900/month)
- Business Hours Support: 8AM-6PM CT, Monday-Friday
- Remote Management: Proactive monitoring and basic maintenance
- Response Times: 2 hours for P1 issues, 4 hours for P2
- Support Channels: Email and support portal
- SLA: 99% system uptime guarantee
- Updates: Scheduled maintenance and security patches
Standard Support ($1,700/month)
- Extended Hours Support: 6AM-10PM CT, 7 days/week
- Enhanced Remote Management: Advanced monitoring and automation
- System Reporting: Monthly performance and utilization reports
- Response Times: 1 hour for P1 issues, 2 hours for P2
- Support Channels: Phone, email, chat, and support portal
- SLA: 99.5% system uptime guarantee
- Preventive Maintenance: Quarterly system optimization
Premium Support ($3,000/month)
- 24/7 Support: Round-the-clock engineer availability
- Dedicated Contact: Named technical account manager
- System Enhancements: Ongoing optimization and feature additions
- Priority Response: 15 minutes for P1 issues, 30 minutes for P2
- All Support Channels: Phone, email, chat, portal, emergency hotline
- SLA: 99.9% system uptime guarantee with credits
- Proactive Management: Continuous optimization and capacity planning
Support Channels
- Support Portal: Web-based ticket submission with full tracking
- Email: support@northstarsoftware.net
- Phone: Dedicated support line (Basic+ tiers)
- Chat: Real-time communication (Standard+ tiers)
- Emergency Hotline: 24/7 critical issue line (Premium tier)
Remote Management Services
Included with Basic, Standard, and Premium tiers:
- System Monitoring: 24/7 automated monitoring of all system components
- Performance Tracking: CPU, memory, storage, and AI model performance
- Security Monitoring: Intrusion detection and anomaly monitoring
- Automated Maintenance: Security patches and routine updates
- Capacity Management: Proactive scaling recommendations
- Backup Management: Automated backups and recovery testing
System Enhancements (Premium)
Premium tier includes ongoing system improvements:
- Performance Optimization: Monthly AI model tuning and optimization
- Feature Additions: Custom features and workflow improvements
- Integration Support: New system integrations and API development
- Workflow Automation: Custom automation for repetitive tasks
- User Interface Improvements: Custom dashboard and reporting features
SLA Terms
- Uptime Measurement: Measured monthly, 24/7 basis
- Planned Maintenance: Excluded from uptime calculations with 72-hour notice
- SLA Credits: Service credits for uptime below guarantee levels
- Force Majeure: Standard exclusions for events beyond our control
- Reporting: Monthly SLA reports provided to Standard+ customers
Contract Terms
- Billing: Monthly billing in advance
- Contract Length: Month-to-month or annual options available
- Tier Changes: Upgrade anytime; downgrades with 30-day notice
- Termination: 30-day notice for month-to-month contracts
- Annual Discounts: 10% discount for annual prepayment
Getting Started
Support services begin immediately upon Private AI system deployment. To select your support tier or upgrade your current plan:
→ View complete pricing including support options
Sales & Support: hello@northstarsoftware.net
Technical Support: support@northstarsoftware.net
Legal Entity: North Star Software, LLC
Location: Minneapolis, MN