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    What You Need to Know About Technical Support at StarChapter

    How do I ask a technical support question or report an issue with my software?

    The most popular way to submit a ticket is via the StarChapter Admin Area. Log in to StarChapter and enter a ticket to ask a question or report an issue. Find the support ticket button at the top right corner of the admin area or under General > Support > Support Tickets.

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    Tip: Read more about best practices when entering a support ticket.

    Alternatively, call StarChapter’s toll-free number at 866-775-3205 to leave a voicemail for our team. Describe the question or issue, and a team member will enter a ticket on your behalf. In both cases, a support ticket is routed to the StarChapter Support Team.

    Why do I need to create a support ticket?

    Every question or issue receives a ticket. This helps board members to track progress and the StarChapter Support Team to manage workflow. A tracking number is instantly assigned to a ticket and emailed back to the user who submitted the ticket. Admin Users can manage tickets through the ticketing system accessible on the StarChapter software at General > Support > Support Tickets. The Support Tickets area documents and saves open, pending and closed tickets.

    What is the typical response time for tickets?

    The StarChapter Support Team strives to provide a meaningful response to support tickets within eight (8) business hours. The StarChapter Support Team is available Monday through Friday, from 9:00 AM to 5:00 PM Eastern Time, excluding Federal holidays.

    If an Admin User enters at ticket at 10:00 AM, then expect a response by 10:00AM the following business day. Many times, responses are returned in less than eight (8) business hours.

    There are times of the year when ticket volumes tend to increase substantially and that will cause the average response time to increase. 

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    Tip: For the fastest response from our Support Team, please do not "bump" or repeatedly respond in tickets in an effort to receive a response. Tickets are addressed based on the time the last message was received, so we are always working on the oldest tickets first. Responding a second time before hearing back from our team will delay our response because your ticket will be moved to the end of our queue.

    How does StarChapter prioritize and organize support tickets?

    The StarChapter Support Team responds to tickets on a first-come, first-served basis. If the issue is urgent, then select the appropriate priority when entering the support ticket.


    Can I speak with a StarChapter Support Team member over the phone?

    Absolutely! StarChapter provides call back phone support. To receive call back support, create a support ticket requesting a call back. Include any preferred times and phone numbers within the ticket. A member of the StarChapter Support Team will attempt to call back at the preferred times. In order to ensure that our team members can investigate your issue, prepare for the call, and block out enough time to address your concerns, all calls must be scheduled with a member of our team.


    Who can contact the StarChapter Support Team?

    StarChapter provides support for Admin Users. An Admin User is anyone involved in setting up the software, or the Primary Account Contact of the organization. These users are typically members of the board or have been delegated by the board, such as an executive assistant or a paid administrators.

    The StarChapter Support Team does not provide support to members and non-members who are not paid administrators or board members.

    StarChapter Support does not alter access privileges for Admin Users or board members. This can only be done by a full admin of your organization.


    Why are tickets closed?

    The StarChapter Support Team works to ensure that open issues are effectively and promptly addressed. Tickets are closed for the following reasons:

    • The support team member believes an appropriate response or materials were sent to answer the question or resolve the issue.

    • There are no open issues that the support team can address.

    • The support team cannot connect with the Admin User who submitted the ticket, typically in three (3) business days.


    What kind of support is included in the StarChapter Subscription?

    The following types of support are included with the subscription:


    The following types of support are examples of paid support through a signed work order (after the Setup Project):

    • Content updates and migration work

    • Data related work of manipulating files for importing

    • Restore from backup caused by customer's doing


    The following items are not supported:

    • Content writing

    • Search Engine Optimization (SEO)

    • Help with 3rd party applications, such as email clients, accounting software, merchant accounts, etc.

    • Any custom or 3rd party code, scripts, CSS, etc.