Support Model
Basic Support
Covering repositories under the "Free", "Starter", "Small", "Medium", and "Platinum" plans.
Type of issue | Support channel | Guarantee |
Developer support Content modelling questions, configuration questions, implementation questions, questions or issues about integration with specific SDKs (Next, Nuxt, Gatsby, etc.). | No response time guarantee. | |
Issue reports Bug with the Writing Room (CMS User Interface) functionalities, issues with the API. | No response time guarantee. | |
Product support General product questions (CMS capabilities, workflow recommendations for specific use cases, questions about usage best practices). | No response time guarantee. | |
Feature request and Pricing | No response time guarantee. |
Enterprise Support
Covering repositories under the "Enterprise" plan.
Type of issue | Support channel | Guarantee |
Developer support Content modelling questions, configuration questions, implementation and integration questions, questions or issues about integration with specific SDKs (Next, Nuxt, Gatsby, etc.). | No response time guarantee. | |
Issue reports Bug with the Writing Room (CMS User Interface) functionalities, issues with the API. | Priority flag with no response time guarantee. | |
Product support General product questions (CMS capabilities, workflow recommendations for specific use cases, questions about usage best practices). | Customer Success Manager (email) and Support Portal. | No response time guarantee. |
Enablement sessions Workshops around product best practices, or Technical Sessions covering specific topics (migration, implementation, integrations, optimizations, performance, SEO). | Customer Success Manager & Solution Engineer (call) - up to 8 hours / year. | Best effort. No response time guarantee. |
Enterprise Premium Support
Repositories under the "Enterprise Premium" plan.
Type of issue | Support channel | Guarantee |
Developer support Content modelling questions, configuration questions, implementation questions, questions or issues about integration with specific SDKs (Next, Next, Gatsby, etc.). | Support Forum (public or private thread) or Technical Session (call) upon request to Customer Success Manager. | No response time guarantee. |
Issue reports Bug with the Writing Room (CMS User Interface) functionalities, issues with the API. | Response time guarantees for category 2 issues (see Support SLA definitions below). | |
API outage Issues with content delivery. | Landline and Support Portal (for support SLA category 1 only). | On-call team notified 24/7, 1-hour response time guarantee (see Support SLA definitions below). |
Product support General product questions (CMS capabilities, workflow recommendations for specific use cases, questions about usage best practices). | Customer Success Manager (email) and Support Portal. | Best effort. No response time guarantee. |
Enablement sessions Workshops around product best practices, or Technical Sessions covering specific topics (migration, implementation, integrations, optimizations, performance, SEO). | Customer Success Manager & Solution Engineer (call) - up to 8 hours / year. | Best effort. No response time guarantee. |
The Enterprise Premium support level includes support SLA with 3 categories defined below (informational, terms in contracts signed with customers prevail)
Category | Definition | Agreement |
1 | Production use of the system is not possible and no workaround exists. | Acknowledge within one (1) hour. Initial response within four (4) hours. Resource assigned promptly and remains assigned until resolution. |
2 | Production use of the system is possible, but substantially degraded. | Acknowledge within four (4) hours. Initial response within eight (8) hours. Resource assigned during promptly and remains assigned until resolution. |
3 | Production and/or implementation is not impacted severely. | Resolved as time permits, and made available as part of a regularly scheduled maintenance release. |