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Live Support Levels

Live support levels

Level 1 Support

Level 1 support is included with all residential and business Internet services, including Layer 2 connections. It is designed to assist individuals with the initial installation and configuration of their connection. Anything that cannot be configured with phone-provided support during normal business hours would be outside of this support option.


Hours of Support: 8:00 a.m. to 5:00 p.m. PST. Monday - Friday.

Response Time: 4 hours.

Support Offered: Email and Phone.

Price: Included with service.

Level 2 Support

Level 2 support covers more advanced support for existing customers that are experiencing difficulty with their connection. Our technical staff will provide email and phone support to diagnose your connectivity problem, and may dispatch a truck-roll to your location if service cannot be restored via phone. All truck-rolls are scheduled during normal business hours only, and may take up to two days.


Hours of Support: 8:00 a.m to 5:00 p.m. PST. Monday - Friday.

Response Time: 3 hours.

Support Offered: Email, Phone and Dispatch.

Price: Included with service unless problem is customer-related issue and not related to StarTouch's service. If dispatch is required and the problem is found to be a customer-related issue and NOT related to StarTouch's service, a fee will be assessed as follows: $150.00/hr, shop-to-shop for Eastern, Central and Western Washington Customers during regular business hours.

After-hours truck rolls are billed at $225.00/hr, shop-to-shop.

Note: All rates are billed at a one-hour minimum and 15 minute increments thereafter.

Level 3 Support

Level 3 support is intended for those individuals or businesses requiring rapid response and problem resolution (i.e. where downtime significantly impacts business productivity). The scope of level 3 support will include: up to Network-Engineering level support and dispatching technicians. Service Level Agreements (SLA's) are required prior to support, or normal and after-hour fees will apply. Remote access may also be included in this level.


Hours of Support: 24X7

Response Time: 2 hours.

Support Offered: Email, Phone and 24x7 Dispatch.

Price: Please ask for quote.

If dispatch is required and the problem is found to be a customer-related issue and NOT related to StarTouch's service, a fee will be assessed as follows: $150.00/hr, shop-to-shop for Eastern, Central and Western Washington Customers during regular business hours.

After-hours truck rolls are billed at $225.00/hr, shop-to-shop.

For non-essential after-hours support such as email address settings, billing or general questions, your call may be returned during the next business day.

Note: All rates are billed at a one-hour minimum and 15 minute increments thereafter.

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