| Sitefinity DX | Enterprise package | Mission Critical | |
|---|---|---|---|
| Initial Response Goal (Mon - Fri) | 24h | 24h | 24h |
| Business-Critical, Severity 1, Issues | 4h | 1h | 30m |
| Phone Support | 24h/day (Mon-Fri) | 24x7 | 24x7 |
| Escalation Requests | ● | ● | ● |
| Patches | ● | ● | ● |
| 7-day Bug Fixing | ● | ● | |
| Custom Patches | ● | ● | |
| Designated Customer Success Manager (CSM) | ● | ||
| Proactive and personalized service approach | ● | ||
| Faster turnaround times and priority routing of issues | ● | ||
| Direct access to senior technical support engineers | ● | ||
| More influence on product roadmaps | ● | ||
| Quarterly conference calls and executive reports | ● |
| Professional Support Plan | Online Marketing Support Plan | Enterprise Support Plan | Mission Critical Learn more | |
|---|---|---|---|---|
| Initial Response Goal (Mon - Fri) | 24h | 24h | 24h | 24h |
| Business-Critical, Severity 1, Issues | 4h | 4h | 1h | 30m |
| Phone Support | 16h/day (Mon-Fri) | 24h/day (Mon-Fri) | 24x7 | 24x7 |
| Escalation Requests | ● | ● | ● | ● |
| Patches | ● | ● | ● | ● |
| 7-day Bug Fixing | ● | ● | ||
| Custom Patches | ● | ● | ||
| Designated Customer Success Manager (CSM) | ● | |||
| Proactive and personalized service approach | ● | |||
| Faster turnaround times and priority routing of issues | ● | |||
| Direct access to senior technical support engineers | ● | |||
| More influence on product roadmaps | ● | |||
| Quarterly conference calls and executive reports | ● |
The Sitefinity Professional Support Plan, Professional Server Support Plan and Enterprise Server Support Plan come with the support plans described above for the Professional, Online Marketing and Enterprise Support Plan respectively.
The 16h/day (Mon-Fri) Phone Support covers the 2am - 6pm EST time frame.
The official language for Customer Support communication is English.
Sitefinity support is handled by a dedicated in-house team that works closely with the product development teams. We're passionate about the success of every Sitefinity customer and encourage you to get in touch with us should you need assistance.
All support plans benefit from access to: