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Adobe Commerce releases new versions quarterly. PowerSync support covers reported issues for the last four versions of Adobe Commerce (you will have to commit to upgrading Magento/Adobe Commerce at least once a year).

mPower for Adobe Commerce is also updated on quarterly basis. The Standard is for you to upgrade mPower at least once a year.

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Support Tier

Basic

Bronze

Everything from Basic, plus...

  • Access to our Customer Support Portal

  • Annual Upgrade Assistance

    • After upgrading mPower, PowerSync will conduct basic tests (in your Staging environment) covering:

      • Automatic renewals

      • Manual Re-bill

      • Your team will be responsible for testing all necessary business flows and scenarios

Silver

Everything from Bronze, plus...

  • Dedicated Slack channel & access to Email support

    • Access to a support specialist

    • Support windows

      • Weekdays (excluding weekends and major US holidays)

    • Response SLA's

  • Semi-Annual Upgrade Assistance

    • After upgrading mPower, PowerSync will conduct basic tests (in your Staging environment) covering:

      • Automatic renewals

      • Manual Re-bill

      • Your team will be responsible for testing all necessary business flows and scenarios

  • Triaging issues to determine the root cause.

  • Access to staff for any ad hoc consultations, estimation efforts, and investigation efforts (email & slack).

Gold

Everything from Silver, plus...

  • Phone & Zoom communication

    • Dedicated support specialist

    • Support windows

      • Weekdays (excluding weekends and major US holidays)

    • Response SLA's

  • Quarterly review of recurring business trends on your eCommerce website (+ report)

  • Quarterly Upgrade Assistance

    • After upgrading mPower, PowerSync will conduct basic tests (in your Staging environment) covering:

      • Automatic renewals

      • Manual Re-bill

      • Your team will be responsible for testing all necessary business flows and scenarios

    • Assistance with deployment to the LIVE site (configuration, smoke testing)

    • Access to mPower support team to re-test mPower for up to 3 releases per quarter

  • Triaging issues to determine the root cause.

  • Access to staff for any ad hoc consultations, estimation efforts, and investigation efforts (email, slack, and zoom).

Premium

Everything from Gold, plus...

  • Support windows

    • Weekdays (excluding weekends and major US holidays)

    • Weekends (Slack or email support only for Critical issues and questions)

  • Response SLA's

  • Quarterly ARR & MRR review & consultation session (growing marketshare, reducing churn, managing subscription burnout, etc.)

  • Quarterly Upgrade Assistance

    • Access to PowerSync mPower support team to re-test mPower for up to 1 release per week

  • Triaging issues to determine the root cause and resolving found issues

  • Access to staff for any ad hoc consultations, estimation efforts, and investigation efforts (email, slack, zoom and SMS).

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