Packaging Support Experts

Expert Support for Packaging Manufacturers

From implementation to ongoing optimization, we’re here to help your team get the most out of PackCPQ. Whether you need onboarding, training, customization, or technical assistance, our goal is to keep your quotation process running smoothly.

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Our Support Philosophy

More Than Software. A Partner in Your Quotation Process.

PackCPQ is designed specifically for packaging manufacturers. We understand the challenges of costing, pricing, approvals, and quotation management. Our support goes beyond technical troubleshooting to help you improve workflows and maximize efficiency.

Support Channels & Integration Hub

Get direct access to our technical support queue, system mapping specialists, or container documentation.

Open Ticket

Submit a diagnostic ticket directly to our engineering queue. Standard response time is 4 business hours for active plants.

contact@packcpq.com

Schedule Scoping

Need mapping assistance? Schedule a screenshare call with our integrations team to review database schemas and API configs.

Request Callback Call

Manuals Hub

Browse our container orchestration parameters, REST webhooks signatures, and deployment guidelines.

Open Documentation

Comprehensive Services

Professional resources to help you deploy, configure, train, and expand your packaging calculation rules.

Technical Support

Get assistance with deployment and server operations.

Installation and deployment
User management
System configuration
Performance issues
Troubleshooting
Updates and upgrades

Product Assistance

Help your team make the most of PackCPQ features.

Feature guidance
Workflow recommendations
Best practices
Product usage questions
Configuration assistance

Implementation Support

Ensure a smooth rollout with technical onboarding.

Requirements review
Costing workflow setup
User onboarding
Data migration assistance
Go-live support

Training & Enablement

Targeted quick-adoption training programs for:

Estimators & Engineers
Sales & Commercial teams
Managers & Approvers
IT Administrators
Topics: RFQ, costing workflows, approval rules, job cards

Customization & Consulting

Build rules tailored to your unique machinery.

Custom costing rules
Approval workflows
Quotation templates
Job card formats
Integrations & API setups
Additional functionality

Support Plans

Select the support tier that matches your plant's operational scale.

Standard Support

Included with active maintenance

Essential support for maintaining stable operations.

Email support
Product updates
Security updates
Documentation access

Recommended for Production

Priority Support

Advanced SLA commitment tier

For organizations requiring faster response times and enhanced assistance.

Priority ticket handling
Direct access to support specialists
Advanced troubleshooting
Implementation guidance

Enterprise Support

Custom SLA & dedicated resources

For multi-plant operations and critical enterprise infrastructure requiring 24/7 priority coverage.

24/7/365 priority hotline
Dedicated Solutions Engineer
Custom integration mapping
Custom feature roadmap requests
On-site training options

Response Commitments

Focused on Business Continuity

We understand that packaging quotation workflows are critical to your plant's business continuity. Below are target response times based on issue priority and support plan tiers.

Response Commitments By Severity

Read Full SLA Policy

Priority Level	Description	Priority Plan Support	Standard Plan Support
P1 - Critical	Production blocker. Core calculation engine down or returns errors for all active plants.	Under 4 hours (24/7/365)	Under 12 hours (Business hours)
P2 - High	Significant degradation. Core functions (like ERP sync or webhooks) are failing with no immediate workaround.	Under 8 hours	Under 24 hours
P3 - Medium	Moderate issue. A non-blocking feature is broken with a manual workaround available.	Under 24 hours	Under 48 hours
P4 - Low	General questions, UI adjustments, or documentation clarifications.	Under 48 hours	Best effort

Coverage HoursStandard Support: Mon–Fri, 9:00 AM to 5:00 PM EST.Priority Plan subscribers gain 24/7/365 ticket routing for Severity 1 Critical issues.

Target EligibilityFormal response times apply strictly to active plants with verified license keys. Unlicensed configurations receive best-effort help.

Self-Service Resources

Access documentation, guidelines, and release notes to configure your setup.

Getting started guides User documentation Configuration guides Best practices Release notes

Frequently Asked Questions

Answers to common questions regarding deployment support, migrations, and customization scope.

How do I contact support?

Support requests can be submitted directly through our priority support email (contact@packcpq.com) or using our active customer portal dashboard forms.

Is onboarding included?

Yes. Initial onboarding, installation templates, and deployment guidance are available to help you spin up your calculation nodes.

Do you provide training?

Yes. Targeted training programs are available for administrators, estimators, sales teams, and plant managers.

Can you help us migrate from spreadsheets?

Yes. We can assist with importing existing costing data, paper substrate lists, and markup rules into PackCPQ's database formats.

Do you offer customization services?

Yes. Custom development, custom costing formulas, custom output documents, and workflow integrations are available based on requirements.

Is support available after implementation?

Yes. Ongoing support is available through maintenance plans, security updates, and standard or priority support agreements.

"Built by people who understand packaging costing, estimation, and quotation workflows—not just software."

Need Help or Have Questions?

Whether you’re evaluating PackCPQ or already a customer, we’re here to help.

Contact Support Schedule a Consultation