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Magnolia Service-Level Agreements

Magnolia Professional Services determines support response time, scope and channel through the four available service-level agreements (SLA). Each customer and partner must have an SLA. Magnolia Professional Services only provides support based on the signed SLA. In case intervention by Magnolia Professional Services is needed through dedicated support or additional emergency support, it must be transparently communicated to all parties (customers and partners) involved.

There will be changes to the SLAs soon. Stay up to date by revisiting this page or contacting your local Magnolia PoC.

Service hours

Below are the regular/emergency hours and guaranteed response times to customer or partner issues.

The hours reflected above is for Basel/DACH region only.

Support scope

The first step is to determine which issues are considered support or advisory. We offer product support and repository support; however, it is important to note that project implementation is done either by the customer or by a qualified and recognized Magnolia partner that has been chosen by the customer. In case intervention by Magnolia Professional Services is needed through dedicated support or additional emergency support, it must be transparently communicated to all parties involved.

Customers and partners can make use of the service hours (09:00–17:00 CET, Monday–Friday) to ask for quick advice on backup and recovery setup, migration and update as well as installation and developer support. This is independent from, and cannot be considered part of, any consulting package that we offer.

Support channel

The first line of support is through our Jira ticketing system where registered users can report issues. Customers and partners can create as many tickets as they want. This is covered by all four SLAs. Other support channels such as regular/emergency phone support and remote connection are dependent on the customer's or partner's SLA.

It is important to keep in mind the maximum number of Jira accounts (Registered Support Points of Contact) a customer can have based on their SLA. Partners can have up to 8 accounts. The number of accounts a partner can have is relative to the number of Magnolia projects they are working on. Check with Magnolia Sales to determine a partner's maximum number of Jira accounts.

Bug fixing

Magnolia Support fixes bugs through a patch, by deploying a snapshot or through a guaranteed bug fix integration.

For more detailed information on support, go to Support. Note that you will be accessing a different space.

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