Support Your Way
Choose the support plan that fits your business—from quick questions to critical failover support.
Compare Support Plans
| Feature | Basic | Requested | Retained |
|---|---|---|---|
| Email Support | ✔ | ✔ | ✔ |
| Common Knowledgebase Access | ✔ | ✔ | ✔ |
| General Support Questions | ✔ | ✔ | ✔ |
| Business Guidance Questions | ✔ | ✔ | ✔ |
| Private Ticketing Portal | ✖ | ✔ | ✔ |
| Private Knowledgebase Access | ✖ | ✔ | ✔ |
| General Bug Fixes | ✖ | ✔ | ✔ |
| New Feature Requests | ✖ | ✔ | ✔ |
| Education and Training Requests | ✔ | ✔ | ✔ |
| SLA Level Support | ✖ | ✖ | ✔ |
| Critical Outage Support | ✖ | ✖ | ✔ |
| Critical Bug Fixes | ✖ | ✖ | ✔ |
Support Plan Details
Basic Support
This is for educational and advisory support only. No enhancements or system changes.
- Email support
- Access to our common knowledgebase
- Guidance on general and business questions
Not included:
- Bug fixes
- Critical support
- SLA commitments
Requested Support
Ideal for project-based fixes, enhancements, or ad-hoc improvements.
- Includes all Basic Support features
- Bug fixes & new feature requests
- Access to private knowledgebase & ticketing
- Training and documentation support
Not included:
- Critical issue response
- SLA-level response guarantees
Retained Support
For clients who need enterprise-level response, monitoring, and continuous support.
- Everything in Requested Support
- Critical outage handling
- SLA response times
- Ongoing improvements and proactive support
Disaster Recovery+ Services
Plan ahead for critical outages across your commerce and IT ecosystems. Our Disaster Recovery+ service maps, documents, and prepares your teams to handle any disruption with confidence.