Support FAQ

Support is charged on a per incident basis in bundles of 2, 5 and 10 incidents. For the most accurate pricing, go here

An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with the Rockstor team prior to resolution. Here are some examples.

  1. Custom configuration or package install
  2. Help with deployment and monitoring setup
  3. Help with performance troubleshooting.

If there’s a Rockstor software bug that caused a problem, we do not charge you. Instead, we help you with a hotfix if possible and prioritize the bugfix.

Please go to our support portal and create a ticket.

Our official support hours are 8am - 6pm PST. We understand that Rockstor users are spread across many time zones and we try our best to work with your schedule.

We do provide professional services for more complex projects, custom development or integration work. Please contact support@rockstor.com with your inquiry.

We do not provide refunds on support. Incidents are valid for one year from the date of purchase.

Support requests are regularly monitored and we strive to respond to you as soon as possible. Realistically, you can expect the first response within a few hours.