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.
| Basic | Performance | Premier | |
|---|---|---|---|
| Support Portal | Included | Included | Included |
| Points of Contact | 2 | 4 | 5 |
| Support Hours | 20h/server | Unlimited | Unlimited |
| Initial Response Time | 8h | 4h | 2h |
| Ongoing Response Time | 8h | 8h | 4h |
| Priority | Normal | High | Highest |
| SOC2 & Security Reports Access | Included | Included | Included |
| Full Access to Online Video Courses | Included | Included | Included |
| Live Onboarding Training Sessions | Included | Included | Included |
| Technical Touch Points | Monthly | Weekly | Weekly |
| Implementation Reviews (4 hours) | Included | Included | Included |
| Screen Share Support | — | Included | Included |
| Dedicated Customer Success Manager | — | Included | Included |
| Go-Live Support | — | Included | Included |
| 24/7 Critical Care Support | — | Included | Included |
| Off-Hour Availability (scheduled)* | — | Included | Included |
| Database/Upgrade Testing Environment* | — | Included | Included |
* only applicable to dotCMS Cloud Customers
| Basic | Performance | Premier | |
|---|---|---|---|
| Plugin Support | — | Add-on | Add-on |
| Full Implementation Support | — | Add-on | Add-on |
| Deployment Support | — | Add-on | Add-on |
| Custom Docker Image Support | — | Add-on | Add-on |
| Authentication Support | — | Add-on | Add-on |
| Enhanced/Synthetic Monitoring | — | Add-on | Add-on |
| Migration Planning & Consultation | — | Add-on | Add-on |
| EOL Version Support | — | Add-on | Add-on |
| Hourly Professional Services | — | Add-on | Add-on |