50% faster Support

Significantly faster guaranteed response time awaits Support customers in 2021

Written by Jim Jensen

Starting January 1st 2021, we’re proud to announce that we’ll be reducing our response time for our customers on an Umbraco support plan by 50%. This means that you as a customer will be guaranteed a response directly from Umbraco HQ within 12 hours. And don’t worry - we’re faster, yet still as thorough, friendly and professional as always - we just got smarter. Along with the new SLA, we’re changing the pricing for Support. This is our only price change for 2021.

Get on with things - faster. 

From January 1st 2021 we are changing our SLA (service-level agreement) by lowering the guaranteed response time for customers on the Umbraco Professional and standard Enterprise support plans from 24 hrs to 12 hrs within business hours (business hours: Monday - Friday 8 AM - 10 PM CEST/CET). 

How is this possible? 

We are constantly optimizing our team and the way we do support and we are now at a point where we are comfortable promising this SLA, ensuring that you as a customer get a faster response from us. This means that you can move forward with your issue in a more timely and professional manner. By the end of the day, we know what's most important for you as a support customer. 

With this significant reduction in the guaranteed response time, we are proud to now also be able to help you out in a timely manner worldwide. This will hopefully bring peace of mind to you no matter where on the globe you’re at. 

New pricing for Support

Along with the new SLA, the pricing for Umbraco Support will change.      

The price for the Umbraco Professional Support plan for new customers will be 6000 EUR/7000USD/5450GBP per year starting January 1st 2021. 

Existing support customers 

For existing support customers (Professional and Enterprise), the new prices will first come into effect when your yearly renewable is due in 2022. This means you can renew your support agreement in 2020/2021 at the current rate. E.g. if your next yearly payment is due on the 12th of November 2021, you will still pay the current rate until your renewal is due again on the 12th of November 2022. This means that the new pricing change for existing customers will first come into effect when your yearly renewable for 2022/2023 is due.

The new guaranteed SLA will, however, come into effect from January 1st 2021 for existing customers too. We are doing this as an appreciation of your commitment.   

Custom Enterprise plans are by nature custom and thus, not affected by the above.

We’ve emailed all our support customers directly with details about this. 

The CMS pricing page will be updated with the new SLA and pricing on the 1st of January 2021.


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