Sales: Call 800.374.8146 (N America)Support Program Details
| Read our support scope | Community | Silver | Gold | Platinum |
|---|---|---|---|---|
| Support | ||||
| Knowledge-base | ||||
| Community Support | ||||
| Customer Newsletters | ||||
| Security Alerts | ||||
| Advanced information about upcoming releases | ||||
| Benefits | ||||
| Quarterly Webinars Discussing Product Direction | ||||
| Discount on professional services consulting packages | 5% | 7% | 10% | |
| Problem Resolution | ||||
| Number of Support Contacts | 1 | 2 | 5 | |
| Number of Included Support Incidents* | 8 | 20 | Unlimited | |
| Web Control Panel Access (ticket system) | ||||
| Web based ticket Initial response time | 2 business days | 1 business day | 1 business day | |
| North American Phone Support Hours | M-F 6AM-6PM PST | 24/7/365 | ||
| European Phone Support Hours | M-F 6AM-6PM GMT | 24/7/365 | ||
| Phone Support Response Time P1 issues | Up to 4 business hours | Up to 2 business hours | ||
| Additional Support Credits (10 incidents) | $500 | $500 | ||
| FREE | $500/year |
Price Varies |
Price Varies |
* Incident: Support incidents, as specified in the SLA plan, can be exercised at any time during the subscription period to receive support for a Magento implementation. Contact us via the customer support portal or by phone (Platinum and Gold) about any of the services within the Scope of Coverage. Each support request will count as an incident. Additional support incidents can be purchased at any time.
** Priority 1: Error that renders the Software inoperative or causes the Software to fail catastrophically and no mutually agreeable workaround is available.
If you are a current subscriber in one of our Support programs and would like to upgrade your subscription, contact us.
