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Support Model

Last updated Dec 11, 2023

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.).

Support Forum (public or private thread).

No response time guarantee.

Issue reports

Bug with the Writing Room (CMS User Interface) functionalities, issues with the API.

Support Forum (public or private thread).

No response time guarantee.

Product support

General product questions (CMS capabilities, workflow recommendations for specific use cases, questions about usage best practices).

Support Forum (public or private thread).

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.).

Support Forum (public or private thread).

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.