Support

We're here when you need us.

Starlight Retail provides direct phone and email support for all AWS Marketplace subscribers. Reach us by phone (Mon–Fri, 9 am–6 pm ET) or submit a ticket for a guaranteed written response based on your plan.

Phone: 760-621-6753 support@starlightretailinc.com

Contact us now

760-621-6753 — Mon–Fri, 9 am–6 pm ET

support@starlightretailinc.com

Submit a support ticket →

Response times

Support levels by plan.

All plans include access to the Zendesk help centre and the ability to submit tickets. Higher tiers receive faster written responses and dedicated phone escalation.

Basic

Email support — first response within 24 hours

Professional

Email support — first response within 4 hours

Enterprise

24/7 phone and email support with priority escalation

Full contact & SLA guide

Billing & refunds

Charges and refund requests.

AWS Marketplace billing charges appear directly in your AWS bill. The Quick Launch appliance also incurs standard AWS EC2 and storage charges that are separate from your subscription fee.

Subscription billing

Managed through AWS Marketplace — view charges in AWS Cost Explorer under your AWS account.

Infrastructure charges

EC2, EBS, and optional Elastic IP charges billed by AWS at standard on-demand rates — separate from the Starlight subscription fee.

Refund requests

Email support@starlightretailinc.com or call 760-621-6753 with your AWS account ID and subscription date. Refunds are processed per the AWS Marketplace refund policy.

FAQ

Common questions.

How do I restart the registration flow?

Return to AWS Marketplace and relaunch the product. A fresh registration session will be issued automatically.

I'm an existing subscriber — how do I log in?

Use the credentials provided during initial registration. If you've lost access, email us with your AWS account ID and we will recover it.

How do I cancel my subscription?

Cancel directly in AWS Marketplace under Manage subscriptions. Cancellations take effect at the end of your current billing period.

Full help centre

Support

We're here when you need us.

Starlight Retail provides direct email support for all AWS Marketplace subscribers. Whether you need help with setup, troubleshooting, billing, or refunds — reach out and we'll respond within one business day.

Mon–Fri, 9 am–6 pm ET 1 business day response

Contact us

support@starlightretailinc.com

Include your AWS account ID and a description of your issue so we can resolve it as quickly as possible.

Support scope

What we help with.

Our support team covers the full lifecycle of your Starlight Retail subscription — from initial onboarding through day-to-day operation.

Onboarding & setup

Help with the AWS Marketplace registration flow, tenant provisioning, and the Quick Launch EC2 appliance deployment.

Troubleshooting

Diagnosing subscription status issues, API connectivity errors, and backup job failures on your appliance.

Billing & account

Questions about your AWS Marketplace charges, usage dimensions, or subscription entitlements.

Refunds

Refund requests are processed per the AWS Marketplace refund policy. Email us with your AWS account ID and subscription date and we will initiate the process within one business day.

FAQ

Common questions.

How do I restart the registration flow?

Return to the AWS Marketplace and relaunch the product. A new registration session will be issued automatically.

I'm already a subscriber — how do I log in?

Existing subscribers access the management console at the URL provided during initial registration. If you've lost your credentials, email us at support@starlightretailinc.com with your AWS account ID and we will recover access.

What are the separate AWS infrastructure charges?

The Quick Launch appliance deploys resources (EC2 instance, EBS volume, optional Elastic IP) into your AWS account. These resources are billed directly by AWS at standard on-demand rates and are separate from your Starlight Retail Marketplace subscription fee.

How do I cancel my subscription?

Cancel directly in the AWS Marketplace under Manage subscriptions. Cancellations take effect at the end of your current billing period.