CLIENTS

We Are Trusted

TESTIMONIALS

What People Say?

Hassle Free Sitecore HelpDesk

Sitecore SLA Support Advantages

We'll Ensure Your Sitecore Is Always Working at Full Capacity

Dedicated Sitecore Support Team

Dedicated Support Team

We'll allocate a dedicated support team of Sitecore Certified technical experts that's build around your business and your needs with a single point of contact to ensure all your needs are covered 100%. Even in the middle of the night! Having your own dedicated team will reduce costs and complexities of internal operations.

Continuous Sitecore Monitoring

Continuous Sitecore Monitoring

Apiqu Sitecore Support Team will continuously monitor your Sitecore instance by crawling logs, keeping eye on page load times and tracking other reports to make sure your Sitecore health has no surprises. On the top of that, we'll do periodic architecture audits to ensure maximum and optimal protection across your website.

Expedited Issue Resolution

Expedited Issue Resolution

As soon as you will contact Apiqu Sitecore Support with any issues that may arise, we'll create a support ticket on online help-desk dashboard. So you can easily track issue resolution process by yourself in real time. Furthermore, we'll provide you updates with frequency specified in your support package.

Sitecore SLA Support Packages

Your needs are as unique as your business, so we offer four different service packages to support your varying needs. You choose what works best for you whether that’s Standard Package (Business hours 9AM - 5PM) or Premium Package (24/7), and we’ll set you up with easy monthly payments to make your Sitecore SLA streamlined and simple from day one.

Severity Level Standard (Business Hours) Premium (24/7)
P1 - Service Outage 2 hours response time, updates every 2 hours 1 hour response time. updates every hour
P2 - Technical Issue 4 hours response time, updates twice a day
P3 - Information Request 8 hours response time, updates once a day

A severe problem that prevents an existing production system from operating where no workarounds can be implemented as for example:

  • Production system is down
  • System crashes, freezes or terminates uncontrollably
  • Corruption or loss of data
  • Compromised security

Apiqu personnel will be assigned to work on the resolution on a 24×7 basis to either resolve the issue or develop a reasonable workaround. A phone call is required for the 60 minutes response target. Email has a 2 hour response target.

A less severe problem that may restrict a production system, but does not prevent it from operating. The problem may affect development, testing or migration efforts as for example:

  • Loss of service resulting in restricted business operations
  • Severe performance problems
  • Production down issues for which a workaround has been implemented
  • Blocking development issues

Includes technical questions or configuration issues related to Sitecore. Apiqu personnel will be assigned to work on the resolution continuously during business hours until either the issue has been resolved or a plan has been developed and mutually agreed upon.

A problem with little or no impact to production, testing or development environments. Nuisance issues, or questions about product functionality and usage as for example:

  • Limited loss of service resulting in minimal impact to business operations
  • User interface or cosmetic issues
  • Content adjustments
  • Inconveniences that do not restrict use of the Sitecore
  • Questions regarding the use of, or future plans for, the Sitecore

Apiqu personnel will be assigned to work on the resolution at the time of response or as soon as practicable thereafter.

How we will do that?

Efficient Sitecore SLA Support Process

This Approach Is Already Successfully Verified on Dozens of Happy Clients 

Select SLA Support Package to fit your business Needs
Step 1

Select SLA Support Package to fit your business Needs

Your needs are as unique as your business, so we offer four different service packages to support your varying needs. You choose what works best for you whether that’s Business Hours or Premium Hours (24/7), and we’ll set you up with easy monthly payments to make your Sitecore SLA streamlined and simple from day one.

Step 2

Get Single point of contact and dedicated Support Team

You’ll never have to worry about hanging on a phone line with Apiqu. We make sure you can contact us easily by offering support through dedicated landline phone, email or an online support helpdesk. Moreover, Single Point of Contact makes it even more efficient. Whatever you need, whenever you need it, our team of Certified Sitecore Experts is there to help you every step of the way.

Get Single point of contact and dedicated Support Team
Stay Protected even in the middle of the night
Step 3

Stay Protected even in the middle of the night

A Sitecore Certified Partner, we’re here around the clock to ensure you have the Sitecore Support you need – even in the middle of the night! With the Sitecore Service Level Agreement, you can be rest assured no matter what happens with your Sitecore instance, our Sitecore Helpdesk will be there to solve the problem and get you back in working order in no time. When it comes to Sitecore, we pride ourselves on being experts in the field, which means your business will always be safe in our hands.