Magnolia CMS
Support
With Magnolia Enterprise Edition, you get the best of both worlds: 100% Open Source, 100% supported. Magnolia Community Edition is not supported by Magnolia International or by its official partners.
Product support
The product license determines the available product support options. These are described on the license page.
Developer support
Developer support is available for Magnolia Partners and Magnolia Enterprise Edition customers only. It covers support from Magnolia International's developers team to your in-house developers team to help them create your custom solution.
Participating in the official Magnolia Developer Training is a prerequisite for Magnolia Developer Certification. The certification is required for Magnolia Implementation Partnership.
We request that those appointed as contact persons on your site attend the developer training and acquire the certification.
Service Levels
| Magnolia CMS Service Levels | Base | Extensions | ||
|---|---|---|---|---|
| SLA-0 | SLA-1 | SLA-2 | SLA-3 | |
| Availability | ||||
| Service Coverage Americas | 8 hrs / day 5 days / wk 9am-5pm Mon-Fri EST | 8 hrs / day 5 days / wk 9am-5pm Mon-Fri EST | 24 hrs / day | 24 hrs / day 7 days / wk Mon-Sun EST |
| Service Coverage Rest of World | 8 hrs / day 5 days / wk 9am-5pm Mon-Fri CET | 8 hrs / day 5 days / wk 9am-5pm Mon-Fri CET | 24 hrs / day 5 days / wk Mon-Fri CET | 24 hrs / day 7 days / wk Mon-Sun CET |
| Guaranteed Response Time during office hours | 48 h | 4 h | 4 h | 4 h |
| Regular office hours (CET & EST) | x | x | x | x |
| Emergency hours week days | x | x | ||
| Emergency hours weekends | x | |||
| Registered support point-of-contacts (PoC) | 2 | 2 | 4 | 4 |
| Support Scope | ||||
| Product support (unlimited) | x | x | x | x |
| Repository support (unlimited) | x | x | x | x |
| Consulting (Backup/Recovery Setup, Migration/ Update and Installation, Developer Support) | 6h | 10h | 16h | |
| Support Channel | ||||
| Ticket and bug track support | x | x | x | x |
| Regular phone support during office hours, incidents/year (max 1h per incident) | 4 | 6 | ||
| Emergency phone support during emergency hours, incidents/year (max 1h per incident) | 6 | 6 | ||
| Remote connection by support team | x | x | x | |
| Bug Fixing | ||||
| Patch (code fix on SVN) | x | x | x | x |
| Deploy snapshots - build binary (jar) | x | x | x | |
| Guaranteed bug fix integration (after delivered and tested fix) | x | x | x | |
Note:
Support will provide help on best effort basis, trying to find workaround or working solution in cooperation with customer. Bug fixing or code changes will be started on the next business day.