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 following Support contracts can be closed for all Intershop products. For our CaaS offering, Standard Support Services are already included, see CaaS Services here.

Maintenance Support

Covers Intershop on one production system and also on a development system. This agreement includes support with up to three authorized contact persons, access to a support portal and to the basic versions of our analytic tools, and regular product updates.

  • Support via phone or email
  • Access to Customer Support website & Knowledge Base
  • 3 contact persons
  • Product updates (patches, hotfixes)
  • Support newsletter: TechTalk
  • Response time within 8 business hours
  • Basic reports: Intershop Commerce Insight
Maintenance Support Plus

Includes all the services contained in the Maintenance Support agreement, plus faster response times as standard, round-the-clock emergency support, five authorized contact persons, and extended access to our analytic tools.

  • Support via phone or email
  • Access to Customer Support website & Knowledge Base
  • 5 contact persons
  • Product updates (patches, hotfixes)
  • Support newsletter: TechTalk
  • Response Time Plus (depending on priority response time from 1 to 4 business hours)
  • Extended reports: Intershop Commerce Insight
  • Emergency support (24/7)
Partner Support

Partners who use our products for educational purposes, training, demonstrations, or sales activities enjoy support under their partner agreement. This includes support via phone and email as well as access to the support portal and our Knowledge Base.

  • Support via phone or email
  • Access to Customer Support website & Knowledge Base
  • Unlimited contact persons
  • Product updates (patches, hotfixes)
  • Support newsletter: TechTalk
  • Response time within 2 business days
Customer Support
Knowledge Base
Product Resources
Tickets