Support Overview
Our support plans cover the Magento core product. For Varien’s professional services clients, our support plans also cover any contractual deliverables with a Magento site deployment. Visit our support FAQ for commonly asked support questions.
Varien’s Professional Support Services is available to Enterprise Edition subscribers only.
To gain access to Varien’s Support Services, contact us for Enterprise Edition purchasing and pricing.
Support Scope
- Magento Installation and downloads
- Support for installation includes best practice recommendations for server and hosting environment, fresh installations of Magento or troubleshooting of existing installations and downloads. (Windows and Mac environments not supported)
- Magento Usage issues
- Our expert Magento consultants can help you make the most of Magento and answer any "how to" questions from catalog setup to advanced marketing promotions.
- Basic configuration issues
- If you’re having any issues with product configuration, we can help you configure Magento so it’s setup correctly with all your payment modules, shipping options, tax rates, languages, and much more.
- Troubleshooting, Bug Fixes and Escalation
- This includes the diagnosis and in most cases, the resolution of any functional or visual issues in the Magento Core product.
Not included in our support plans:
- Code Development
- Development Support
- Optimization and Performance Tuning
- Custom Extensions
- Custom Interfaces
- Custom Configuration
- Core Product Upgrades
- Best Practices Recommendations
Assistance for the items above is available through our Professional Services or a Consulting engagement.
Support Details
| Gold Plan | Platinum Plan | |
|---|---|---|
| Benefits | ||
| Quarterly Webinars Discussing Product Direction | Included | Included |
| Support Cost | Included | Additional 20% |
| Problem Resolution | ||
| Number of Included Support Incidents* | Unlimited | Unlimited |
| WEB Ticket Submission | 24 x 7 x 365 | 24 x 7 x 365 |
| Phone Support Access for P1 issues | Included | Included |
| WEB Ticket Response Time | Up to 1 business day | 24 Business Hours |
| North American Phone Support Hours | M-F 08:00–17:00 PT | 24 hours |
| European Phone Support Hours | M-F 08:30–17:30 CET | 24 hours |
| Telephone Response Time P1-P2 Issues* | Up to 4 business hours | Up to 2 hours |
* 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 about any of the services within the Scope of Coverage.
Support for the free Community Edition is available in the following community outlet:
