Professional Support
Professional support for Magento is provided by Varien's professional support team backed by Magento developers and system architects. Our professional support (SLA) plans are available as annual paid subscriptions. Plans vary depending on the size of your business and your company's support requirements. If Magento is a mission critical application for your company, a professional support subscription is highly recommended.
Support Benefits
Dedicated Account Manager
Our support services include a dedicated account manager who will assist you in the initial setup of the appropriate support plan for your company and also serve as your main point of contact for ticket submission and resolution.
Customer Support Portal
The Customer Support Portal provides 24/7 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.
Dedicated Pro Member Forums
Gain access to a dedicated community forum more closely scrutinized by the Magento Core team and partners.
Support Response Time
Response time is prioritized based on the issue severity and SLA (Service Level Agreement). Magento staff will respond as quickly as possible to diagnose and resolve reported issues.
Live Phone Support
Platinum customers have direct telephone access to a dedicated account manager via phone.
Quarterly Webinars
Participate in Quarterly Webinars discussing Product Direction and help shape Magento's roadmap.
Commercial License (Optional)
As a professional support subscriber commercial license options are available. Contact us for more details.
Support Benefits at a Glance
- License
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- Commercial License (Optional)
- Problem Resolution
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- Dedicated Account Manager
- Web Control Panel Access (ticket system)
- Number of Support Contacts (per SLA)
- Number of Included Support Incidents (per SLA)
- Support Hours (per SLA)
- Support Initial Response Time (per SLA)
- Support by phone/email (per SLA)
- Support
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- Knowledge-base
- Community Support
- Customers Newsletters
- Security Alerts
- Advanced information about upcoming releases
- Dedicated Community Forum
- Priority Community Support
- Community Member Pro Badge
- Quarterly Webinars Discussing Product Direction
Support Scope
Our professional support (SLA) plans cover the Magento core product. A breakdown of supported and unsupported items are listed. If you have any questions, please contact us.
What Support Includes:
- Magento Installation
- Usage and Implementation
- Configuration
- Diagnosis
- Core Product Upgrade Best Practices Consulting
- Bug Fixes Escalation
- Best Practices Recommendations
What Support Does NOT Include:
- Code Development
- Optimization and Performance Tuning
- Custom Extensions
- Custom Interfaces
Assistance for the items above are available through a Professional Services engagement.
How to get started
Contact us to get started with a Support SLA plan tailored to the needs of your business!
