dot CMS

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.

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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.

BasicPerformancePremier
Support PortalIncludedIncludedIncluded
Points of Contact246
Support Hours20h / serverUnlimitedUnlimited
Initial Response Time8h4h2h
Ongoing Response Time8h8h4h
PriorityNormalHighHighest
SOC2 & Security Reports AccessIncludedIncludedIncluded
Dedicated Customer Success Manager-IncludedIncluded
24/7 Critical Care Support-IncludedIncluded
Database / Upgrade Testing Environment *-IncludedIncluded
Plugin Support-Add-onIncluded
Deployment Support-Add-onIncluded
Authentication Support-Add-onIncluded
Migration Planning & Consultation-Add-onIncluded
Hourly Professional Services-Add-onAdd-on
Full Implementation Support-Add-onAdd-on
Custom Docker Image Support-Add-onAdd-on
EOL Version Support-Add-onAdd-on
Go-Live Support-Add-onIncluded (2/Year)
Off-Hour Availability (scheduled) *-Add-onIncluded (2/Year)
Developer Assistance Sessions
-Add-onIncluded

* 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.