Additional Support Services

Intershop Support doesn't stop at providing standard services. We offer additional help for being prepared for times under load or for permanent performance problems which can be identified and fixed to improve the customer’s online shop functionalities and performance. Here, you can find an overview of the different types of assistance our experts provide:

1-2 person days

Are you about to go live with your online shop and want to do a quick checkup? We help you identify the weak spots and configuration problems.

  • Setup & Configuration
  • Checking, analyzing and logging the system (Data Base, Application Server and Webserver)
  • Immediate fix of configuration issues if desired
  • Checklist and written summary with recommendations
2 person days

You know that your online shop will soon be under load (e.g. through marketing campaigns (Black Friday, Christmas or something else)? We help you by stressing your features before the rush of visitors do! By this you can identify throughput bottlenecks, learning about peak load and response times for the system and about resource consumption under load.

  • A typical user workflow will be simulated
  • The system will be stressed with concurrent requests via internet
  • Report with traffic and response times under load
1 person day

Are you having performance issues or trouble with the system? As a basis for further analysis of the problem, we perform a system check to determine the problem and then proceed in more detail. This check gives you an overview of the hardware and software architecture of the system and the connected third-party systems.

  • Issue Qualification
  • Written report about findings and recommendations
  • Define the next step analysis
4 person days

Have a deeper look into the customer system, cover all possible areas of performance loss, stability bottlenecks or overall system robustness. Depending on the problem which was found, this can be: Configuration and Log Check, Intershop Commerce Insight Check, SMC Check, System Monitoring and Java VM Check or a performance review of a specific feature.

  • Issue Qualification
  • Written report about findings and recommendations
  • Define the next step analysis
  • Specific recommendations with information on the possible performance/stability impact
  • List of issues for closer review
several person days

With the Application Optimization you will improve your system by implement the findings from the application review. This may effect the following: Configuration and Log, Intershop Commerce Insight, SMC, System Monitoring and Java VM or a performance optimization of a specific feature.

  • Issue Qualification
  • Written report about findings and recommendations
  • Define the next step analysis
  • Specific recommendations with information on the possible performance/stability impact
  • List of issues for closer review
  • Implementation of review findings done by Intershop Support or Technical Consulting
  • Documentation of root causes and impact/feasibility of suggested solutions
several person days

Do you need administrative system support? Possibly due to new hardware or operating system, to support ongoing operations or to identify and resolve system instabilities or performance problems? Intershop will provide an exclusive Intershop Application Expert for a freely selectable time period. In addition, you will get to know important moves and tricks.

  • Operational support over a longer period of time
  • Directly assigned certified Intershop Application expert
  • Remote application and operating monitoring of your system
free for Support Customers

Check your database by doing a fully automated analysis of database snapshots. This covers basic topics, such as instance configuration and database setup.

  • Basic instance configuration (e.g., initialization parameters, SGA/PGA)
  • Basic database configuration
  • Validation of maintenance procedures

The Database Checkup is available as a Self-Service on our Support Website.

You can continue with a Database Review & Database Optimization.

1 person day

An Intershop Database expert reviews the results of the automated analysis (Database Checkup) and provides additional recommendations where applicable. This Database Review covers basic and advanced topics, such as SQL performance.

  • Advanced instance configuration (e.g., block management, advisories)
  • Advanced database configuration (e.g., table fragmentation, segment space management)
  • Validation of maintenance procedures
  • Generic SQL optimization/tuning suggestions
  • High level performance tuning suggestions
  • Advanced analysis of snapshot data by a database expert, providing additional insights and recommendations

You can continue with Database Optimization.

several person days

An Intershop Database expert implements recommendations made by a Database Review. This Database Optimization includes an in-depth analysis and resolution of performance issues.

  • Advanced instance configuration (e.g., block management, advisories)
  • Advanced database configuration (e.g., table fragmentation, segment space management)
  • Validation of maintenance procedures
  • Generic SQL optimization/tuning suggestions
  • High level performance tuning suggestions
  • Patches & patch set recommendations
  • Implementation of analysis results
  • Advanced analysis of snapshot data by a database expert, providing additional insights and recommendations
  • Performance tuning (specific issues)
  • Analysis of additional information sources (SQL traces, alert log, etc.), if needed
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