Support Plans

Intershop Customer Support offers three types of Support Agreements that allow access to our support services and are designed to suit our customers' varying business needs. The Support contracts can be closed for all Intershop products.


Maintenance Support

The Intershop Maintenance Support Agreement is available for all customers and covers the Intershop product on one production system and its related development systems. The Maintenance Support Agreement includes:

  • Unlimited access to Intershop Customer Support via Phone or E-Mail (the page How To Contact Us informs you about E-mail addresses and telephone numbers)
  • Full Customer Support Website access, including access to the Support Knowledge Base
  • Subscription to the quarterly Customer Support newsletter - TechTalk
  • Response time within 8 business hours
  • Up to three authorized contact persons per contract
  • Intershop product updates (Patches, Hotfixes), including major upgrades
  • Reduced pricing for upgrades
  • Access to basic reports of the Intershop Commerce Insight

Additional Options (to be added individually):

  • Response Time Plus
  • After-Hours Emergency Support (24 x 7)
  • Additional authorized contact persons
  • Support Account Manager
  • Access to extended reports of the Intershop Commerce Insight
  • Unlimited access to trainings offered by Intershop Technical Training

Maintenance Support Plus

The Maintenance Support Plus Agreement includes all the services included with the Intershop Maintenance Support Agreement, plus the following additional services:

  • Response Time Plus
  • After-Hours Emergency Support (24 x 7)
  • Five authorized contact persons
  • Access to extended reports of the Intershop Commerce Insight

Partner Support

Intershop partners who use Intershop products - for example - for educational purposes, technical training, demonstration or PreSales activities receive access to Customer Support as part of their Intershop Partner Agreement. The Partner Support Agreement includes:

  • Unlimited access to Customer Support via Phone or E-Mail (the page How To Contact Us informs you about E-mail addresses and telephone numbers)
  • Full Customer Support Website access, including access to the Support Knowledge Base
  • Subscription to the quarterly Customer Support newsletter - TechTalk
  • Response time within 8 business hours

If you are interested in renewing or upgrading an existing Support Agreement, please send an e-mail to the Support Administration: SupportAdmin@intershop.de

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