Service & Support

Plans & policies

Standard support

Standard Support provides you with high-level technical assistance for an unlimited number of calls or e-mails.

Extended support

Extended Support is an add-on for Standard Support. The Extended Support Service provides you with technical assistance for an unlimited number of calls for releases, versions and updates that have expired according to SDL Tridion Enhancements Lifecycle.

Critical incident support

Critical Incident Support is an add-on for Standard Support. This plan provides you with technical assistance for an unlimited amount of calls from Monday through Sunday, 24 hours a day in the English language. Customers can contact SDL Tridion Customer Support for severity 1 and 2 cases.

New release subscription

New Release Subscription is an add-on for Standard Support. This subscription consists of new functionalities or other substantial changes (e.g. architectural), i.e. Content Manager. When you purchase this type of subscription, further releases are also included.

Enterprise continuity service and support

Enterprise Continuity Service is an an add-on for Standard Support. This service provides you with increased service levels required for their mission critical environments with an alternative beyond standard support. This service leverages our implementation expertise and technical know-how into a service focused on minimizing down-time costs and maximizing enterprise value. Services are limited to the location (country) of purchase.

Every quarter, we organize workshops at SDL Tridion HQ for customers that have subscribed to this Service. We also provide Technical Account visits in which professional staff perform the following tasks:

  • Review and provide advice about your SDL Tridion infrastructure.
  • Discuss your ongoing support requirements.
  • Provide information about the latest patches.

If 5 contacts is not enough

If the standard offering of five technical contacts from your company does not meet your requirements, you can add additional technical contacts to meet your needs.

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