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Umbraco Support

Extend your team with Umbraco HQ

Umbraco Support connects your team directly to Umbraco HQ with up to 24/7/365 coverage for business-critical sites. Pick one of the standard plans or customize the plan to fit your exact needs.

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Direct access to the people behind Umbraco

No outsourced frontline. When you raise a ticket, it reaches Umbraco technical support engineers who know the platform inside out. And if needed, they can escalate straight to the engineers who build Umbraco CMS, Cloud, and all the Umbraco add-ons. You're undoubtedly in the best Umbraco hands possible.

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Round-the-clock support

Umbraco Support runs on a follow-the-sun model, with technical support engineers across EMEA, North America, and Asia-Pacific. Core and Premium plans come with 24/5 support coverage, while Enterprise offers 24/7/365 coverage for sites that are running mission-critical Umbraco solutions.

Which plan fits you?
Reviews

More than 8 out of 10 customers actively recommend our support

Greatest support ever! The person took his time to watch over my deployment and gave me answers to everything I asked for. Made my day!

Robin Sundemo

Super prompt response; expected to wait days to get this resolved, but resolved within 15-20mins. Brilliant.

James Billington

We received outstanding support — quick, helpful, and highly communicative. The team assisted us during a difficult situation and went above and beyond to ensure we were properly supported.

Ludovico D'Aietti
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Guaranteed response times based on your needs

Every plan comes with a guaranteed response time. From 24 hours on Core and 8 hours on Premium, down to minutes on Enterprise. Whatever your needs or requirements are, there's a plan for you. Let's talk to find the right fit for you:

Let's talk about your needs

An extra layer of confidence

On Premium and Enterprise plans, support goes beyond fixing issues. You get a Customer Success Manager and Expert Services:

Architectural Advising

Get expert review of your project plans before development starts, so your foundation is scalable, sound, and built on proven Umbraco best practices.

Code Review

A senior Umbraco developer reviews the code you're concerned about and reports back on risks, issues, and how to move forward.

Hypercare

A dedicated team of Umbraco experts on standby during your most critical launches, upgrades, and high-traffic events.
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Dedicated Customer Success Manager

This is your go-to person on your Umbraco journey. They guide your onboarding, check in regularly and keep you updated on the latest and most relevant news and offers for your business. It's expert guidance from someone truly invested in your success with Umbraco.

From everyday support to enterprise requirements

Every project's needs are different. Tell us what you're working on, and we'll point you to the right fit.

Let's talk

Umbraco Support FAQ

Coverage depends on your plan tier and issue severity. On Enterprise plans, Severity 1 (critical outages) and Severity 2 (major degradation) receive guaranteed 24/7/365 phone access with no degraded coverage on nights, weekends, or bank holidays. Severity 3 and 4 issues, as well as standard Core and Premium plans, are handled through standard ticketing during 24/5 business hours. See the plan details here

Response time is a strict, contractually guaranteed commitment measuring how fast a senior engineer is actively engaged in the incident. On Enterprise plans, this can be down to minutes, 24/7/365.

Resolution time cannot be guaranteed under a fixed SLA because the time required to resolve an issue depends entirely on its root cause, whether it is a platform edge case, a third-party API outage, or a bug in custom application code. What we commit to is immediate engagement, senior technical depth, and transparent communication until the issue is resolved or safely mitigated.

A complete site or environment failure with no workaround, where core business operations are down. Severity 1 and 2 get 24/7/365 phone access on Enterprise plans; Severity 3 and 4 go through standard 24/5 ticketing.

Response times are agreed as part of your plan and tailored to your solution and needs. For Enterprise, this can be down to minutes, 24/7/365. See Support plans here. 

Umbraco runs a follow-the-sun model, with senior specialists across Europe, North America, and Asia-Pacific, with teams in Denmark (EMEA), Charlotte, North Carolina (US), and Melbourne (APAC). 

Yes, when you go with an Umbraco Cloud Professional or Enterprise plan, support is included in the offer. The Enterprise plan SLA is always agreed upon based on your exact needs. 

For solutions on Umbraco Cloud, the technical support engineers on call have direct platform-level access to inspect metrics, logs, and platform health to begin diagnostics live during the call itself - being on Cloud can be a great benefit for most Umbraco projects.