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.

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Standard Maintenance & Support

Standard Maintenance & Support consists of assistance during Service Hours, access to the SDL Tridion customer extranet, online Support Case registration in the SDL Tridion support system, access to the technical consulting forum and online status inquiry via the internet. In addition, Standard Maintenance & Support consists of the delivery of Hot Fixes and the provision of generally available Service Packs via the internet, along with any related online Documentation.

Optional Support

New Release Subscription

This optional support plan gives customers the right to receive the subsequent Version Releases of the licensed Software.

Advanced Support

Advanced Support is an optional support plan which entitles to the provision of support Monday through Sunday, twenty-four hours a day. Advanced Support is only provided for support cases severity 1 and 2.

Continuity Support

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

Dedicated Support Engineer
8 days classroom training
5 onsite emergency days
Quarterly review meetings

Download PDF Version

Download Customer Support Plans PDF version