Sitefinity Support Plans

  Professional Support Plan Online Marketing Support Plan Enterprise Support Plan Mission Critical
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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       ●
Annual on-site visit with your CSM       ●

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.

Benefits

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:

  • New major product releases, service packs, weekly bug fixes
  • Online support system for logging, updating and tracking support cases
  • Comprehensive product documentation, knowledgebase articles, whitepapers, webinars and more
  • Developer community forums and blogs

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