We're Here to Help
Support included with every license at no extra cost. Optional premium support and on-demand escalation available when you need faster response times.
How to Reach Us
Multiple support options available for all plans
Email Support
Available for all plans
Send detailed questions about SolarCPQ
- Technical troubleshooting assistance
- Feature questions and guidance
- Installation and deployment support
- Attachment support for screenshots
Ticket Support
Available for all plans
Track your support requests in one place
- Organized support ticket system
- Track request status and history
- Priority queue for urgent issues
- Attachment and file sharing
Zoom Meeting Support
Available for all plans
Schedule video calls for guidance
- Screen sharing for troubleshooting
- Implementation planning sessions
- Custom deployment guidance
- Architecture and integration consultation
Documentation
Always available
Browse setup and deployment guides
- Installation guides
- Configuration documentation
- Solar CPQ feature walkthroughs
- Deployment best practices
Support Included with License
Base support included at no extra cost. Optional on-demand premium support subscriptions available.
Starter - Included
Included with $4,499 license
- Email support (48-hour response)
- Ticket system access
- Critical issues: 12-hour response
- Documentation and guides
- 6 months of updates included
- Annual renewal: $899/year (optional)
Installer - Included
Included with $7,999 license
- Email & chat support (24-hour response)
- Priority ticket queue
- Critical issues: 12-hour response
- Zoom meetings (scheduled within 48hr)
- 1 year of updates included
- Annual renewal: $1,599/year (optional)
Commercial EPC - Included
Included with $19,999 license
- Priority support with SLA (12-hour response)
- Critical issues: 12-hour response
- Priority Zoom scheduling
- Integration and API guidance
- 3 years of updates included
- Annual renewal: $3,999/year (optional)
Enterprise - Included
Included with Enterprise license
- 24/7 dedicated support team
- 4-hour response for high priority
- Critical issues: immediate response
- Unlimited Zoom sessions
- Lifetime updates - never expires
- Direct development team access
- No renewal fees ever
Premium Support Add-on
Optional subscription for any plan
- 4-hour response for high priority issues
- 2-hour response for critical issues
- Dedicated support engineer
- Unlimited Zoom sessions
- After-hours emergency support
- Monthly strategy calls
- Cancel anytime
On-Demand Escalation
Pay per incident (Starter/Installer only)
- Immediate escalation to senior engineer
- 4-hour response guarantee
- Same-day Zoom session if needed
- Dedicated troubleshooting
- No subscription required
- Per-incident billing
Documentation & Guides
Self-service resources to help you deploy and use SolarCPQ
Installation Guides
Deploy SolarCPQ on your infrastructure
- Server requirements documentation
- Step-by-step installation instructions
- Database setup guides
- Security and networking configuration
Feature Documentation
Learn SolarCPQ capabilities
- Solar system configuration guides
- Pricing and incentive setup
- Proposal template customization
- Equipment catalog management
API Documentation
Integration reference (coming soon)
- REST API endpoints
- Authentication documentation
- Integration examples
- Webhook configuration
Solar Industry Resources
Solar quoting best practices
- Solar incentive program guides
- Proposal best practices
- Pricing strategy tips
- Solar sales process optimization
Support Level Agreements
Industry-leading response time commitments by plan tier and issue severity. All times in business hours (Mon-Fri 9am-6pm ET) unless noted.
Production system down, data loss, or complete software failure affecting solar quoting operations
Major feature broken, significant impact to quoting workflow (Starter plan)
Major feature broken, significant impact to quoting workflow (Installer plan)
Major feature broken, significant impact to quoting workflow (Commercial EPC plan with SLA)
Major feature broken, significant impact to operations (Enterprise plan with 24/7 coverage)
Feature not working as expected but workaround available, configuration issues, integration questions
General questions, feature requests, documentation issues, cosmetic bugs, enhancement requests
Common Questions
Answers to frequently asked support questions
Is support included with my license or extra?
Support is 100% included with your SolarCPQ license at no extra cost for the initial period (6 months to lifetime depending on plan). No monthly support fees, no per-incident charges. After the initial period, optional annual renewals available at 15-20% of license cost. Starter: $899/year, Installer: $1,599/year, Commercial EPC: $3,999/year. Enterprise includes lifetime support with no renewals ever.
What are your support hours?
Standard support hours are Monday-Friday, 9am-6pm ET for Starter and Installer plans. Commercial EPC receives extended hours (7am-8pm ET Monday-Friday). Enterprise customers have 24/7 access to the dedicated support team for critical production issues. All plans receive critical issue response within 12 hours including outside business hours (response initiated, full troubleshooting during next business day).
How do I contact support?
All customers can reach us via email at support@solarcpq.com or submit tickets through the support portal. Installer and higher plans can schedule Zoom meetings. Enterprise customers have direct access to the development team via dedicated Slack channel.
Do you offer video call support?
Yes! Zoom meeting support is available for Installer, Commercial EPC, and Enterprise plans. Schedule video calls for screen sharing, troubleshooting, implementation guidance, and deployment planning. Commercial EPC and Enterprise get priority scheduling (typically within 24 hours).
What are your response time commitments?
Critical production failures: 12-hour response for all plans. High priority varies by plan: Starter 48 hours, Installer 24 hours, Commercial EPC 12 hours with SLA, Enterprise 4 hours with 24/7 coverage. Medium/Low priority: 3-7 business days depending on plan tier. All response times during business hours (Mon-Fri 9am-6pm ET) except Enterprise which has 24/7 critical coverage.
Do you offer training and onboarding?
Yes! All plans include documentation and installation guides. Installer plans get implementation guidance via Zoom. Commercial EPC receives advanced training and custom workflow assistance. Enterprise customers get dedicated onboarding, custom training sessions, and ongoing strategy calls.
Can you help with custom deployments and integrations?
Absolutely! Installer plans include basic deployment guidance. Commercial EPC plans get integration and API guidance for connecting with CRMs and solar design tools. Enterprise customers receive hands-on architecture planning, white-label deployment assistance, and custom integration development.
What if I don't renew support after the initial period?
Your SolarCPQ software continues working perfectly forever—you own it. You simply won't receive new feature updates, version upgrades, or access to support channels. Critical security patches are provided free for 3 years regardless of renewal status. You can renew anytime in the future if you decide you want updates or support access again.
What are the on-demand support options?
We offer two on-demand options: (1) Premium Support Add-on at $299/month - gives you 4-hour response for high priority, dedicated engineer, unlimited Zoom, and after-hours support. Cancel anytime. (2) On-Demand Escalation at $199/incident - for Starter/Installer customers who need immediate senior engineer help for urgent issues. Pay only when you need it.
Should I get Premium Support subscription or just use included support?
Most customers are fine with included support. Consider Premium Support ($299/month) if: you're running mission-critical quoting operations, need after-hours support regularly, want dedicated engineer access, or need 4-hour response times. Starter/Installer customers can also use On-Demand Escalation ($199/incident) for occasional urgent issues without monthly subscription.
Get in Touch
Reach out for support or to discuss your solar quoting needs
For technical support and product questions
Track and manage your support requests
Video calls for live troubleshooting and guidance
For pricing, plans, and partnership questions
Get Support Today
Support included with every SolarCPQ license. We're committed to your success closing more solar deals.