Support & Software Assurance Program

Support

  • 5x8 Support (Service Desk)
  • Latest news & information regarding updates
  • Package upgrades
  • Minor point release updates1

Support +

  • 5x8 Support (Service Desk)
  • Latest news & information regarding updates
  • Package upgrades
  • Minor point release updates1
  • Exception monitoring & handling

Premium

  • 5x8 Support (Service Desk)
  • Latest news & information regarding updates
  • Package upgrades
  • Minor point release updates1
  • Exception monitoring & handling
  • Major Updates2
  • Performance monitoring & tuning3
  • After hours support

Support that can be counted on. As Umbraco Gold Partners and Microsoft Silver Partners, you can be assured that our support team are fully qualified. As well as ensuring you are working with qualified developers, our Umbraco Gold Partner status means that we have direct access to Umbraco HQ and are able to leverage this relationship on your behalf for issues that may arise in Umbraco core.

What is software assurance?

Software Assurance makes it easier for you to stay on top of necessary upgrades to your digital solution, take advantage of new functionality and expanded interoperability. You receive notifications of latest releases and patches and priority scheduling for those upgrades to be implemented. We ensure you only spend time updating based on latest stable versions and keep your additional packages and plugins updated as well.

Key Features

The following support & software assurance features are included in all packages;

5x8 Service desk

Access to the business hours help desk for editor support. Although the helpdesk is available to all customers, Software Assurance customers are given priority scheduling for support tickets raised as well as up to 2 hours of included developer time per month.

News & Alerts

Ensuring you stay aware of the latest support-related information based on your digital solution.

Minor Point Release Updates

Upgrades of the Umbraco CMS within the current Major version cycle (e.g. 7.4.3 to 7.5.0). In the past three years there have been over forty point release to Umbraco (since v.7.0.0). We make it simpler for you to navigate the necessary upgrades that your digital solution requires and ensure that you save time and money by only carrying out stable and necessary updates to your solution.

Package Upgrades

Of course, when upgrading Umbraco Core, your packages must be kept updated too so we make sure your entire solution is kept up to date, including plugins and packages.

Additional Services

While our standard Support & Software Assurance package will suit a majority of solutions, yours may require you to be even more proactive. We offer a number of additional services, tailored to suit a variety of needs. For clarification on services offered in each package, refer to the comparison table above.

Major Updates

If you want to take advantage of all of the latest features from a Major Version update of Umbraco (e.g., from v7.x to v.8) then it's essential that you do so with a plan and budget that works for your solution. Our Major Updates service ensures that your solution is upgraded to the latest stable version of a new major update and is given priority scheduling. Major Updates can often take weeks to implement and costs are significant if an upgrade path hasn't recently been adhered to.

Performance Monitoring, reporting & Tuning

When you want to know that your customers are having the best possible user experience you need detailed performance analysis and recommended tuning adjustments.
Using a range of real user monitoring tools, based on your specific digital solution, we analyse the performance of your site and make adjustments to ensure your site is performing at its optimum

Exception Monitoring & Handling

Provides you with proactive protection against any errors arising in the website. Up to 6 hours of developer time per month to resolve issues, however does not include requests for changes in functionality or support in managing the website content.

After Hours Support

For mission-critical digital solutions our premium support package includes a dedicated support contact and/or project manager, an additional 8 hours of developer-time per month and the ability to contact our support team whenever you need to.

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Do you urgently need help to resolve an issue with one of your websites? We will get in touch ASAP (usually within the hour during business hours).

1 Minor Point Release Updates: We will evaluate and upgrade your website to minor point releases within a major version (e.g. from Umbraco 7.4.3 to 7.5.0) after a period of evaluation to ensure the new version is stable in order to minimise risk to the website.

2 Major Updates: We will upgrade your website to the next available Major Umbraco version (e.g. from 7.4 to 8.0) after a period of evaluation to ensure the new version is stable in order to minimise risk to the website.

3 Includes 6 hours of developer time per month allocated to performance tuning.