Our support programs in North America only.
Bronze Support is included at no additional charge for the first year after a customer purchases Sitecore. After the first year this program is on a fee basis, per the current Sitecore Price List.
Included:
Technical Telephone Support, Certified Developer Online helpdesk, Developer Community Forum access, Documentation Library access
Software Maintenance, including: Upgrades to all new major and minor versions of Sitecore software, Software patch support
For clients requiring more immediate support for critical issues, the Silver Support package is available on a Fee basis as an upgrade to the Bronze package. The primary difference is in the guaranteed response time and availability on the Telephone by Sitecore technical personnel. This response time is during normal business hours, five days per week excluding Holidays, and within no more than two (2) business hours. 8x5x2
All other Help Desk, Forum, Library and Software Maintenance aspects remain the same, and are fully included.
For clients requiring the highest level of response time to critical issues, the Gold Support package is available on a Fee basis as an upgrade to the Silver package. The primary difference is in the guaranteed response time and availability on the Telephone by Sitecore technical personnel. This response time is 24 hours per day, 7 days per week, 365 days per year, and within no more than one (1) hour. 24x7x365x1
In addition, with Gold support a priority escalation service with Sitecore management assures the highest level of visibility and responsiveness at the corporate level.
All other Help Desk, Forum, Library and Software Maintenance aspects remain the same, and are fully included.
Sitecore Professional Services assists clients and / or their Sitecore partners with unusually complex situations that require specific project assistance. Work can be performed remotely or on the client premises, as arranged. Professional Services are billed at hourly and daily rates per the current Sitecore Price List.
Sitecore partners are highly skilled solution providers with documented competencies. They provide expertise in technical areas which are complementary and interdependent with Sitecore. They also offer significant creative expertise for web development. Many are quite skilled in eliciting, identifying and communicating the critical business goals and objectives of an organization, and translating that into success in the web experience. Many offer vertical market expertise, and most are located within a close geographic proximity to end customers, and offer rapid on site response. Of course they are also trained and experienced in Sitecore product implementations. In summary, they successfully complete the Customer Care experience for Customers.
With more than 1,000 trained Sitecore developers worldwide many of your coding challenges will already have been solved. Your team will be able to tap directly into the wealth of Developer information and experience.