Choose a support plan for your Umbraco projects
Our support packages ensure you have a direct line of communication with Umbraco HQ when technical challenges arise.
Core
For smaller setups or teams getting started
Includes
- Coverage for 1 installation
- Unlimited ticket support 24/5
- Guaranteed 24-hour response time
- Expert services available at an extra cost
- Discount on commercial add-ons
- Training certification included
- Dedicated onboarding
Premium
Built for businesses that need room to expand
Includes
- Coverage for up to 3 installations
- Unlimited ticket support 24/5
- Guaranteed 8-hour response time
- Severity 1 urgent track
- Expert services included
- Discount on commercial add-ons
- Umbraco Cloud migration guidance included
- Training certification included
- Dedicated onboarding & Customer Success Manager
Enterprise
A tailored package to fit your requirements
Includes
- Coverage for multiple installations
- Unlimited ticket support 24/7
- Guaranteed tailored response time
- Severity 1 direct phone support 24/7
- Expert services included
- Commercial add-ons included
- Umbraco training certification
- Umbraco Cloud migration guidance included
- Dedicated onboarding & Customer Success Manager
Global coverage from Australia, USA & Europe
Our in-house technical experts handle every ticket. All customers receive 24/5 support, while Enterprise customers in addition receive 24/7 coverage for severity 1 issues. Our support packages are designed to give you confidence at every stage of your Umbraco project, whether you’re running a single site or managing a complex digital ecosystem.
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 SundemoSuper prompt response; expected to wait days to get this resolved, but resolved within 15-20mins. Brilliant.
James BillingtonWe 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
Expert Services
Our support packages include more than troubleshooting. They offer expert guidance to strengthen your digital foundation, speed up development, and support long-term success. We can help with performance optimization, major launches, and scaling your digital presence. Included in Premium and Enterprise, and available for Core.
Explore Expert Services
Unlimited ticket support
Submit unlimited tickets through the Umbraco Support Portal, where multiple team members can create, track, and review cases. We handle one ticket at a time for focused, high-quality responses, all within your plan’s guaranteed response times. Tickets are prioritized by severity.
See severity levels
Guaranteed response time
Every support ticket comes with a guaranteed response time, no exceptions. When you submit a request through the Support Portal, our team reviews your case and responds within the timeframe defined by your agreement, ensuring your project keeps moving forward without unnecessary delays.
Dedicated onboarding
For every support plan we’ll host a dedicated online session to walk you through your plan, confirm everything is set up correctly, and connect you to the right tools and resources. Premium and Enterprise plans also include a dedicated Customer Success Manager who understands your business, supports your goals, and helps your Umbraco platform perform and grow.
Frequently Asked Questions
Core: Coverage for 1 installation
Premium: Coverage for up to 3 installations
Enterprise: Coverage for multiple installations, tailored to your setup
Core: Standard support flow (no Severity 1 urgent track)
Premium: Access to the Severity 1 urgent track with priority handling
Enterprise: 24/7 Severity 1 direct phone support for immediate assistance
All support plans include access to official Umbraco training and certification. This helps your team build confidence and skills across roles such as developers, editors, marketers, and project managers.
You can explore the full training and certification catalog here.
Support is provided per Umbraco installation, covering your live site, related subdomains, and development environments. This ensures seamless support across your entire workflow.
Severity 1 support is designed for critical incidents that have a major impact on your live site or business operations. These cases are prioritised to ensure the fastest possible response.
Thinking about moving to Umbraco Cloud hosting?
For Premium and Enterprise plans, we'll guide you through every step of your migration from on-prem to Umbraco Cloud.
Explore Umbraco Cloud