Support Options

<+SF Integration upgrade and support standards

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).

Adobe Commerce + Salesforce Integration is updated several times a week. The Standard is for you to upgrade our integration at least quarterly.

IMPORTANT: If you report issues that fall outside of what is listed above, the ongoing support will become paid, and the gifted hours you get from us on an annual basis will be used.

Support TierIncludes
Bronze
  • FREE Upgrades
  • Access to our Customer Support Portal via ClickUp
  • Annual review of the sync queue & errors
  • Annual data & integration statistics report
  • Quarterly Integration Upgrade Assistance
    • After upgrading the integration, PowerSync will conduct basic tests covering (on your LIVE site):
      • 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
  • Gifted hours towards annual reports, consultation, and non-standard support (refer to your agreement for details)
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 (on your LIVE site):
      • 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)
    • Investigating conflicts between any 3rd party Magento extension and the PowerSync product. We will help you identify where the root issue is.
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 the sync queue & errors

  • Quarterly data & integration statistics report
  • Monthly Integration Upgrade Assistance
    • After upgrading the integration, PowerSync will conduct thorough tests covering (on your LIVE site):
      • 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
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 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