Customer Support Plans

SDL Tridion Customer Support Plans are designed to meet the SDL Tridion implementation support requirements of our customers and partners. Our support offering ensures technical assistance when you need it most and helps you to plan future upgrades so that you can benefit from the latest technology and improvements in our product offering. We strive to ensure your long-term satisfaction by providing a number of options to best suit your specific needs.

Support Plans Overview

Standard Support

Standard Support provides customers with high level technical assistance for an unlimited amount of support tickets during local office hours. In addition, Standard Support enables access to our online services. Standard Support entitles to new Major, Minor and Service Pack releases.

Advanced Support

Our Advanced Support offering goes beyond Standard Support and provides customers with technical assistance from Monday through Sunday, 24 x 7 for high severity support tickets.

Continuity Option

Continuity Option is designed for clients requiring increased services levels to support a mission critical implementation. The Continuity Option is an add-on support offering for Standard and Advanced Support clients and includes:

• Dedicated Support Engineer
• Quarterly workshops
• 5 onsite emergency days
• Quarterly review meetings
  

Enterprise Support

Our Enterprise Support offering leverages our implementation expertise and technical know-how into a service, focused on minimizing down-time costs and maximizing enterprise value.  Enterprise Support enables clients to optimize performance and guarantee stability.

• Advanced Support excluding Continuity Option
• Dedicated Support Engineer
• Quarterly review meetings
• 10 onsite emergency days
• Quarterly workshops
• 4 days scheduled maintenance
  

Download PDF Version

Download Customer Support Plans PDF version.

Support Services Overview