mPower Support Tiers

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.

mPower upgrade assistance does NOT include front-end layout changes for your store-front. Every upgrade that requires theme modifications must be scoped and estimated separately.

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 Tier

Support Tier
Basic	Access to FREE upgrades Access to our Customer Support Portal Support windows Mon - Friday (6am - 3pm CST)
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 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 Critical & High - up to 3 days Medium - up to 10 days Low & Cosmetic - up to 15 days 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 Critical & High - up to 24 hours Medium - up to 48 hours Low & Cosmetic - up to 5 days 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 Critical & High - up to 12 hours Medium - up to 24 hours Low & Cosmetic - up to 3 days 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).