Support Options

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

  • Response SLA's

    • Critical & High - up to 7 days

    • Medium - up to 21 days

    • Low & Cosmetic - up to 30 days

• 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

  • Critical & High - up to 3 days

  • Medium - up to 10 days

  • Low & Cosmetic - up to 15 days

• 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

  • Dedicated support specialist

  • Support windows

    • Weekdays (excluding weekends and major US holidays)

  • Response SLA's

    • Critical & High - up to 24 hours

    • Medium - up to 48 hours

    • Low & Cosmetic - up to 5 days

• 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

  • Critical & High - up to 12 hours

  • Medium - up to 24 hours

  • Low & Cosmetic - up to 3 days

• 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 processes