Description of Services

Support Options

M+SF Integration upgrade and support standards

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.

IMPORTANT: If you report issues that fall outside of what is listed above, the ongoing support will become paid.

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 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
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