We understand that the support we provide is just as important as the product you use.
You'll find an expert team at Knack eager to help you build an outstanding online database app.
What are the support hours?
Our support hours are 10am - 6pm EST. While we may occasionally respond to messages outside of this time frame, this is when you can expect to hear from us.
Do you have a knowledge base or any tutorials or videos?
Yes, you can view our complete knowledge base at:
Our Knowledge Base is split into main sections:
- Get Started: A quick overview of the Knack platform.
- Builder Guide: The complete manual to the different components of the Knack Builder and how to use them.
- How-To Guides: Step by step instructions for building different app types, workflows, and functionality into your apps.
- Manage Your Account: Information on billing and account administration.
You can also view our Developer Documentation for information on using custom code and our API with your apps.
We also host regular webinars. You can register at this link.
Do you offer chat?
We do not offer instant chat, but we do offer a convenient in-app messenger. When you're logged into the Knack Builder you'll this icon at the bottom right corner of the screen. We typically are available to provide responses through the messenger during our EST business hours. However, we are sometimes on during different hours of the day, so you may sometimes hear from us outside of support hours.
If you don't see us available, you can send us a message and we'll get back to you as quickly as possible. To help us resolve your issue quicker, please send us the troubleshooting information we need.
Do you offer phone or video support?
Yes, phone, Skype, and video support is available on Pro plan and above. While we do not have a direct support phone number, these calls are scheduled in advance to ensure we are able to dedicate time for your call.
You can request a call directly from the top right menu in the Builder:
Select a date and time that works for you, and an appointment will be made with a member of our support team.
What kind of response times are typical for support requests?
We always try to respond as quickly as we can, but if things get busy we do have to prioritize requests based on the plan you have:
- Starter: 24 - 48 hours
- Pro: 24 hours
- Corporate: less than 1 business day
- Enterprise: same day, when possible
For quicker resolution, please send us the troubleshooting information we need.
Will you help me build my app?
During the 14-day, free trial we're available to help you evaluate the Knack product. We can provide guidance on whether Knack is a good fit for your idea and direction to help you build your app.
Beyond the trial, we can also offer further personalized assistance on the Pro plans and above. This includes learning more about your app goals and advising in the best way to achieve those with Knack.
However, we cannot build your app for you. If you would like to hire someone to build your app, you can find someone on our Builder Network.
The Starter plan is limited to support on the basics of using the Knack platform.
What information do I need to send to get help?
So that we can jump right in when we see your message, please be sure to include a clear and detailed note to help us help you. If something is not working right and you’d like us to troubleshoot, please provide:
- URL where we can see the issue
- If the page is behind a login, permission to create a test user
- Steps to reproduce the issue
How can I send an example spreadsheet or data?
If our support team asks for a sample spreadsheet for troubleshooting imports or building a proof of concept, please sanitize the spreadsheet so it does not include any real user data. We ask this to maintain the security of our customers and yours.
Will you help me implement or troubleshoot custom code?
No, while we're happy to guide you on whether custom code can be used for a specific purpose, we're unable to test, troubleshoot, or write code for you.
Please see our Developer Documentation for information on using custom code with Knack, including common code examples you can adapt to use in your own app.
Can I upgrade plans temporarily just to access higher support features?
No, at least a 3-month plan history is required to access the respective support features.
Do you offer dedicated support or extended training sessions?
Yes, customers on an Enterprise plan are eligible to receive a Dedicated Support Manager. Training is available to customers on any paid plan. Reach out to support at firstname.lastname@example.org for more information on our training packages.
What is a Dedicated Support Manager and how do I get one?
Your Dedicated Support Manager will work with you one-on-one to provide guidance as you build and maintain your app(s). They will know your apps, requirements, and goals, so you don’t have to explain those each time you need help.
Your support requests will be automatically sent to your DSM. Of course, if your DSM is out of the office, the rest of the team will be available to help you, so you’re never without someone to help
A DSM won’t provide technical assistance involving custom code or the API, and won’t do any app building for you.
To have a DSM assigned, you must be on an Enterprise plan. Reach out to support at email@example.com to be assigned a DSM.
On which holidays is support not available?
There are six holidays in the U.S. when support is unavailable.
- New Year's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
Do you offer emergency or after hours support?
Yes, we do offer emergency support for customers on an Enterprise plan.
Customers with access to emergency support can submit emergency support requests from within the builder and using a special email address.
We will respond to the request within an hour of receiving it. We don't make any guarantees on a resolution time since each issue is different.
Emergency support coverage is 24 hours per day, 7 days a week.
Emergency support requests can only be submitted for the following:
- Unexplained data loss (e.g. data sanctity issue or issues compromising your data
- Primary app features no longer functioning (e.g. can’t add or edit data)
- Unable to load your apps
Note: emergency support does not cover requests for app and/or data restores due to user changes.