Description of Services
- Igor Krasnykh (Unlicensed)
Installation & Setup Options
| Type | Includes |
|---|---|
| Basic Installation |
|
| White-glove Installation |
|
Support Options
Adobe Commerce releases new versions quarterly. Our 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). Adobe Commerce + Salesforce Integration is updated several times a week. The Standard is for you to upgrade our integration at least quarterly. Support Tier Includes Standard FREE Upgrades Access to our Customer Support Portal Support windows Mon - Friday (6am - 3pm CST) Response SLA's up to 14 days Bronze Everything from Basic, plus... Access to our Customer Support Portal Annual review of the sync queue & errors Annual data & integration statistics report Quarterly Integration Upgrade Consultation After upgrading the integration, we will conduct basic tests covering: Only products, customers, and orders sync will be tested to confirm the integration is working Staging environment ONLY Your team will be responsible for testing all necessary business flows and scenarios on all other environments Investigation requests related to the functionality & business logic of the integration are covered under the agreement. Any code changes outside of the integration code are not covered under this support agreement. 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 Consultation After upgrading the integration, we will conduct basic tests covering: All integration objects/records will be tested to make sure the integration is working correctly Up to two (2) environments ONLY Your team will be responsible for testing all necessary business flows and scenarios Gold Everything from Silver, plus... Phone & Zoom communication Quarterly review of the sync queue & errors Quarterly data & integration statistics report Monthly Integration Upgrade Consultation After upgrading the integration, we will conduct basic tests covering: All integration objects/records will be tested to make sure the integration is working correctly Up to two (2) environments ONLY Your team will be responsible for testing all necessary business flows and scenarios Requests that require investigation are covered under the agreement no matter if the root cause of the issue is outside of the integration. 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 Consultation After upgrading the integration, we will conduct basic tests covering: All integration objects/records will be tested to make sure the integration is working correctly Up to two (2) environments ONLY Your team will be responsible for testing all necessary business flows and scenarios 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 processesM+SF Integration upgrade and support standards
IMPORTANT: If you report issues that fall outside of what is listed above, the ongoing support will become paid.