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Support programs

We provide two support packages to meet your every need.

Our Standard and 24/7 Premium Support packages offer varying levels of responsiveness, from three business days down to as little as one hour for business-critical issues. The Sitecore Maintenance Program includes access to all new versions of your Sitecore software, including all major releases, incremental upgrade releases, and discretionary patches. Customers may upgrade their support package to 24/7 Premium Support for an additional fee at any time.

Standard Support

Standard Support is included with all Sitecore Maintenance Agreements and includes:

Standard Support offers a target response time that varies from one to three business days depending on the severity of the problem reported via the Sitecore Support Portal.

24/7 Premium Support

24/7 Premium Support is an optional upgrade that provides 24/7/365 telephone “hotline” support for business-critical issues. Designed to help customers maximize uptime, the response time for critical issues is reduced to one hour, 24 hours a day, 7 days a week. 24/7 Premium Support customers also enjoy enhanced response times for non-critical support issues.

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