Support Overview
Free (Standard): Email support + knowledge base, ~24-hr response, Mon–Fri 8AM–6PM ET.
Advanced — $1,500/yr: Guaranteed same-day response, prioritized tickets, screen share.
Premier — $2,500 / 10 hrs: Hands-on consulting, 4-hour response.
Larger engagements: Annual Retainer, Architecture Review, and Implementation packages.
Contact: support@thorntech.com · sales@thorntech.com
Product: StorageLink by Thorn Technologies — cloud storage gateway for secure file sharing
Overview
Thorn Technologies offers several support options for StorageLink, ranging from free email support for setup and troubleshooting to hands-on consulting and implementation packages. This article summarizes each tier.
For current details and to purchase, see the StorageLink support packages page, or contact support@thorntech.com.
Compare support tiers
| Tier | Cost | Response time | Key inclusions |
|---|---|---|---|
| Standard | Free | ~24 hrs (Mon–Fri, 8AM–6PM ET) | Email support, knowledge base access |
| Advanced | $1,500/year | Same-day (guaranteed, business hours) | Prioritized tickets, screen share |
| Premier | $2,500 / 10 hrs | 4 hours | Hands-on consulting |
| Annual Retainer | $12,750/year | 4 hours | Up to 60 hrs Premier Support, customization |
| Architecture Review | $4,500 / 20 hrs | — | Deployment planning, HA design |
| Implementation Package | $9,000 / 40 hrs | — | Hands-on deployment and training |
Standard support (free)
Included with every StorageLink deployment at no cost.
- Channel: Email — support@thorntech.com
- Response time: Average within ~24 hours, Monday–Friday, 8AM–6PM ET
- Includes: Knowledge base access for product setup and basic troubleshooting
Standard email support covers troubleshooting issues directly related to StorageLink. It does not include screen sharing or phone calls — those are part of Advanced Support.
Advanced support — $1,500/year
For production environments that need higher uptime and faster turnaround.
- Response time: Guaranteed same-day response within business hours, Mon–Fri, 8AM–6PM ET
- Includes: Prioritized ticket handling, plus direct email and screen share access to the Thorn Technologies support team
- Best for: Enterprise environments requiring production assistance
Premier support — $2,500 for 10 hours
Hands-on consulting for StorageLink deployments.
- Response time: 4-hour response window, Mon–Fri, 8AM–6PM ET
- Includes: Cloud architecture guidance, migration assistance, and help with complex configurations
- Best for: Teams that want an expert working alongside them
Larger engagements
For bigger or ongoing needs, the following packages bundle more hours and planning services.
| Package | Cost | Scope |
|---|---|---|
| Annual Retainer | $12,750/year | Up to 60 hours of Premier Support annually, 4-hour response, product customization, bulk discounts |
| Architecture Review | $4,500 for 20 hours | Deployment planning and high-availability design |
| Implementation Package | $9,000 for 40 hours | Hands-on deployment and training services |
Custom development and enterprise
For custom development to extend StorageLink, or an enterprise solution tailored to your environment, contact sales@thorntech.com.
Getting help
- Knowledge base: help.thorntech.com
- Email support: support@thorntech.com
- Sales and enterprise: sales@thorntech.com
- Support packages: thorntech.com/sftp-gateway-support-packages