Umbraco’s Enterprise clients are companies that need a flexible solution for their complex setups. They can have a cloud or an on-premise solution, and we can customize their support package to fit their needs.

The Enterprise plans are divided into three tiers: Professional, Standard and Custom Enterprise. Additionally, Cloud project owners that would like to purchase extra support can opt for a Cloud or Heartcore Enterprise SLAs.

The Enterprise clients have access to Umbraco Support, which is a support service package designed to provide them with faster access to Umbraco Support whenever they have challenges with their projects. The various support options are detailed below.

The required response time can vary depending on the customer's support plan agreement. It is therefore a good practice to keep aligned with Zoho. There is also an SLA breach alert implemented within Slack to alert the support team.

The response time counter is active within business hours (8am CEST to 11pm CEST = 15 support hours per day). Outside of those hours, the SLA is not counted.

An example of this could be anyone reaching out during the weekend. The SLA does not start counting before 8 am CEST on the first business day. 

Apart from the response time, Custom Enterprise clients can purchase access to an Enterprise On-Call phone. They can call 24/7, but the issue has to be of severity level 1 and 2. 

Severity level 1 covers:

• Umbraco CMS, Cloud or Forms security defect affecting site integrity

• Umbraco CMS, Cloud or Forms defect causing non-availability to site/publishing

• Deploy defect preventing the publishing of time-critical content without a workaround.

Severity level 2 covers: 

• Umbraco CMS security defect not affecting site integrity but vulnerability.

• Umbraco CMS defect causing intermittent site access issues – such as for some users.

• Deploy defect affecting publishing of content.

Read more about the Umbraco severity levels

Considering the Enterprise plans, there is a range of extra services which are covered by default or available for purchase as described in the below table.

*: Support possibilities described in Add-ons section

**: This refers more to sales, and is thus not a part of Support Alignment. 

***: Discount on Deploy if customer moves to Cloud, discounts on training in any case.

Cloud Enterprise

These are (mostly) Cloud Professional projects that have purchased an additional SLA. After the SLA has been added to their account in Zoho, they’ll be marked as Cloud Enterprise. Also Starter and Standard Cloud plans have the possibility of purchasing additional SLA package - and become Cloud Enterprise - but this rarely happens. 

With this the customer has the possibility to purchase AA, CR, Hypercare and other services. So, to understand what support they should receive, always check Zoho.

Heartcore Enterprise

These are (mostly) Heartcore Professional projects that have purchased an additional SLA. After the SLA has been added to their account in Zoho, they’ll also be marked as Heartcore Enterprise. Also Starter and Standard Cloud plans have the possibility of purchasing additional SLA package - and become Heartcore Enterprise - but this rarely happens.

With this the customer has the possibility to purchase AA, CR, Hypercare and other services. So, to understand what support they should receive, always check Zoho.

Installations

This is similar to on-premise support for Gold partners, except this is included in the Enterprise plan (with the exception that the Professional plan only covers 5 installations). 

Unlimited ticket/chat support

Enterprise customers can, in theory, create as many tickets with us as they desire, however, we tend to only handle one at a time.

A good practice and a good service is for one support agent to cover all tickets with that customer and take them one by one, but letting the customer know of this and letting them decide the priority of the tickets/cases.

Architectural Advising (AA)

This service consists of guidance and recommendations for a new development project in Umbraco, but also existing projects which will undergo major changes such as upgrades in the future.

Customers can reach out and describe their plans and depending on their needs and requirements, our developers will help outline a plan and procedure to get not only the best result but also the smoothest road towards it. They go into best practices for the specific case.

To schedule a session, the customer needs to reach out to Support, and from here, they have to fill out the information in the following link: 

Book Architectural Advising

What does AA cover? 

• Evaluating plans for an upcoming project

• Answering questions about concerns for an upcoming project

• Feedback on proposed decisions and potential alternatives to consider

• Feedback on whether a feature is appropriate and matches the client’s expectations (what can be done within Umbraco)

• Answering questions about using specific built-in features which we provide, in an upcoming project (fx. usage constraints or permissions in the backoffice, ranging from the things we can offer on Cloud and the things that the CMS offers at the time)

What does AA not cover?

• Code Review / Investigations of existing code

• Review of a proposed project with vague specifications/description

• Advice about custom code or third-party packages.

Code Review (CR)

This service consists of going through an existing part of code provided by the client in relation to an issue they experience.

To schedule a session, the customer needs to reach out to Support, and has to fill out the following in as many details as possible via the CR Form.

Book Code Review

What does CR cover? 

• Reviewing a specific piece of code based on an issue which the customer is experiencing. 

• Provide feedback on the code (and possibly related code) that we conclude has a direct relation to the issue. 

• Provide suggested solutions to our findings, if those are easily explained/implemented - but it highly depends on the findings. 

• Reviewing a specific piece of code based on some concerns you have.

• Provide feedback and suggested solutions. 

What does CR not cover?

• Review of an entire implementation/website

• Debugging specific problems in an implementation such as 

• Performance issues

• Optimization of existing code

• Bug fixing of an issue which a client is experiencing

• Reviews of third-party packages not owned by Umbraco

• Guidance/review on non-related Umbraco subjects and best practices for code

• Guidance/review on hosting that is not Umbraco-related. 

• Azure/AWS resources not directly related to Umbraco configuration.

• DNS and domain configuration

Bug fix Warranty

For the bug fix warranty, Umbraco agrees to provide a fix that corrects or mitigates the behaviour of a bug - as per the actual support plan and the severity.

It should be possible to reproduce the issue in other environments. Mostly, we try to reproduce the issue in a fresh instance, to ensure that the issue is not caused by any third-party or custom implementations. 

The warranty differs based on a plan (Enterprise or Standard). 

Standard Enterprise

Bugs that are not related to security, stability, or loss of data are not subject to the Bug Fix

Warranty. However, if found relevant, Umbraco will try to resolve these bugs with the next

official release.

The Bug Fix Warranty applies to bugs identified as severity 1 e.g. security vulnerabilities, site

stability issues, and bugs resulting in loss of data.

Umbraco agrees to provide a fix that corrects or mitigates the behaviour introduced by the bug

within 7 business days from the date the bug is confirmed by mutual agreement.

Custom Enterprise

We look into 5 severity levels: 

• Severity 1: Prototype/Test version available for evaluation – as soon as available, but not more than 5 business days. Full patch available for supported deployment - 7 business days.

• Severity 2: Within 7 business days from the date the defect is confirmed by mutual agreement.

• Severity 3: Enrolled in first available planned release – maximum 40 business days.

• Severity 4: Enrolled in first available planned release – maximum 40 business days.

• Severity 5: Not applicable as these requests are not related to any operational matter.

If the issue is of severity level 3 - 5, Umbraco will try to resolve these bugs with the next official

release. The fix may therefore require the customer to upgrade to the latest Umbraco release

and may be provided as a patch, a manual update, or a full release based on the assessment

by Umbraco.

Hypercare

In the event of having to launch projects or similar, our Enterprise customers can request Hypercare where they have a team member from Support joining a call or session, or just as a standby, should it be needed. 

In case anything happens, we will be on it ASAP. 

In order to book a Hypercare session, the customer will have to reach out 5 business days prior to the event, so that we have a chance to rally our forces and move the schedule around accordingly. 

If they do not do this, we cannot guarantee that they get Hypercare on the desired date.