Premium Support
Higher Availability
In addition to the Standard Service Level Agreement commercetools commits to a minimum Availability of the Service of 99.99% for Premium Support Customers.
If the Availability is not met by commercetools, the Customer may be entitled to a Service Credit for the impacted portion of the Service as follows:
| Minimum Availability | Service Credit based on pro-rata fee for the calendar month in which the Downtime occurred for the impacted portion of the Service |
|---|---|
| Between 99.99% and 99.0% | 10% |
| Between 99.0% and 95.0% | 25% |
| Under 95.0% | 50% |
Priority Customer Support
In addition to the Standard Customer Support offering, commercetools commits to Premium Support Customers:
- Prioritized request handling
- Twice as fast Support response time targets and a 20 minute response time target for Critical Incidents
- Ongoing communication time targets for Critical Incidents
- Phone callback service
| Severity level | Support hours, Support channels | Initial response time target |
|---|---|---|
| S1: Critical Incident | 24/7 Support website, status page, phone callback in Customer specific issues | 20 minutes Updates every 30 minutes or as stated in the previous update while the Incident is ongoing |
| S2: Incident | 24/7 Support website, status page , phone callback in Customer specific issues | 90 minutes |
| S3: Problem | 24/5 - Monday-Friday except regional holiday periods Support website, phone callback | 6 hours during Support hours |
| S4: Question, suggestion, or other Support request | 24/5 - Monday-Friday except regional holiday periods Support website, phone callback | 24 hours during Support hours |
All other definitions and agreements of Standard Customer Support also apply to Priority Customer Support.
Expert Services
Premium Support Customers receive personalized guidance from an assigned Customer Success Engineer throughout their commercetools journey.
Portfolio of Services:
- Project review
- Review of Customer roadmap and commercetools feature adoption
- High level tech stack review
- Implementation plan evaluation
- Schema review
- Pattern review
- Component-level focus workshops (overview, design, best practices)
- Technical working sessions
- Performance review
- API usage
- Launch planning
- Ongoing innovation
Service Hours
Expert Service Hours available to a Customer are provided with an upper limit which is determined by the yearly committed revenue resulting in 16, 32, 60, or maximum 80 hours per quarter of the year.
Expert Services provided are subject to availability under a fair-usage policy. Hours not consumed in a given quarter of the year are not rolled over to the following quarter.
Premium Support will be provided for the term and fees as set out in the customer order form. Except for the specific terms set out above, all other definitions, terms, conditions, and exclusions set forth in the Standard Support and Service Level Agreement shall also apply to Premium Support.