Professional 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.

dotCMS Professional Support

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