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Support Tier | Includes |
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Basic | - FREE Upgrades
- Access to our Customer Support Portal via ClickUp
- Support windows
- Response SLA's
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Bronze | Everything from Basic, plus... - Access to our Customer Support Portal via ClickUp
- Annual review of the sync queue & errors
- Annual data & integration statistics report
- Quarterly Integration Upgrade Consultation
- After upgrading the integration, PowerSync will conduct basic tests covering
- PowerSync will conduct tests on a Staging environment
- Only products, customers, and orders sync will be tested to confirm the integration is working
- Your team will be responsible for testing all necessary business flows and scenarios on all other environments
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Silver | Everything from Bronze, plus... Dedicated Slack channel & access to Email support - Support windows
- Weekdays (excluding weekends and major US holidays)
Response SLA's
- Semi-annual review of the sync queue & errors
- Semi-annual data & integration statistics report
- Quarterly Integration Upgrade Assistance
- After upgrading the integration, PowerSync will conduct basic tests covering (up to 2 environments):
- All integration objects/records will be tested to make sure the integration is working correctly
- Your team will be responsible for testing all necessary business flows and scenarios
- Gifted hours towards semi-annual reports, consultation, and non-standard support (refer to your agreement for details)
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Gold | Everything from Silver, plus... |
Platinum | 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 - Weekly review of the sync queue & errors
- Weekly data & integration statistics report
- Monthly Integration Upgrade Assistance
- After upgrading the integration, PowerSync will conduct thorough tests covering (up to 3 environments):
- All integration objects/records will be tested to make sure the integration is working correctly
- All business flows and scenarios we review and document as part of the onboarding will be tested by PowerSync
- Monthly reports with our recommendations on how to improve your (Adobe Commerce + Salesforce platforms & processes to get the most from them)
- Build and maintain key business health and sales reports and dashboards for the leadership team
- Fractional CTO services to help improve and optimize your operations & business processes
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