Introducing Magento Professional and Premium Support Packages
We are happy to introduce a new support program available to the Magento Community. Varien’s professional and premium support services offer a suite of world-class packages geared to ensure the ongoing success of your Magento implementation. Starting at $500/year for the Silver Plan, the support program features:
- Customer Support Portal (web-based) - The Customer Support Portal provides 24/7/365 access for reporting new issues and communicating with the Magento team. Issues are prioritized by severity and get assigned to the appropriate account manager to be later tracked for completion and resolution.
- Guaranteed Response Times - Response time is prioritized based on your SLA (Service Level Agreement). However, The Magento Support Team is always striving to exceed your expectations and provide a faster response time than your SLA states. You can rest assured that we will respond as quickly as possible to diagnose and resolve reported issues.
- Live Phone Support - Platinum Support subscribers receive live phone support 24/7/365. Gold Support subscribers receive live phone support during business hours.
- Quarterly Webinars - Participate in Quarterly Webinars discussing Product Direction and help shape Magento’s roadmap.
The program covers support for Magento’s core product including:
- Magento Installation and Downloads
- Magento Usage Issues
- Basic Configuration
- Troubleshooting, Bug Fixes and Escalation