SLAs & Support
Your direct connection to expert dotCMS engineers
Designed to provide ongoing hands-on guidance and assistance, dotCMS Professional Support offers you the knowledge and experience to address any challenge that might arise. We understand the urgency in quickly identifying and providing a solution to your problems. Our goal is to ensure that your dotCMS experience is a successful one. We offer various levels of support to fit your needs.
dotCMS Professional Support
dotCMS includes native REST APIs which enable you to create, read, and manage almost all types of objects within the dotCMS system through a RESTful interface.
| Basic | Performance | Premier | |||
|---|---|---|---|---|---|
| Support Portal | Included | Included | Included | ||
| Points of Contact | 2 | 4 | 6 | ||
| Support Hours | 20h / server | Unlimited | Unlimited | ||
| Initial Response Time | 8h | 4h | 2h | ||
| Ongoing Response Time | 8h | 8h | 4h | ||
| Priority | Normal | High | Highest | ||
| SOC2 & Security Reports Access | Included | Included | Included | ||
| Dedicated Customer Success Manager | - | Included | Included | ||
| 24/7 Critical Care Support | - | Included | Included | ||
| Database / Upgrade Testing Environment * | - | Included | Included | ||
| Plugin Support | - | Add-on | Included | ||
| Deployment Support | - | Add-on | Included | ||
| Authentication Support | - | Add-on | Included | ||
| Migration Planning & Consultation | - | Add-on | Included | ||
| Hourly Professional Services | - | Add-on | Add-on | ||
| Full Implementation Support | - | Add-on | Add-on | ||
| Custom Docker Image Support | - | Add-on | Add-on | ||
| EOL Version Support | - | Add-on | Add-on | ||
| Go-Live Support | - | Add-on | Included (2/Year) | ||
| Off-Hour Availability (scheduled) * | - | Add-on | Included (2/Year) | ||
| Developer Assistance Sessions Half-hour monthly working sessions with a dotCMS engineer | - | Add-on | Included |
* only applicable to dotCMS Cloud Customers
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Being on the Cloud has been a lifesaver for me. I try to upgrade our dotCMS instance at least once a year and the support I get from dotCMS to do that is critical. I couldn’t do it on my own.