Professional Magnolia Support

	Unlimited hours of support
	Product support services are part of the Magnolia Network Agreement. While they and not described in a separate Service Level Agreement, we reference these service descriptions occasionally as "SLA". The Magnolia Network Agreement includes unlimited hours of operational support. Please reference the Magnolia Network Agreement for details.

Support Option Overview

Support Option	SLA-0	SLA-1	SLA-2	SLA-3	Developer Support
Purpose	Get system operational and keep it operational				Support in-house developers with customizing and extending Magnolia
Reaction Time	not guaranteed	4h	4h	4h	NBD or scheduled appointments
Coverage (hours per day/days per week)	n.a.	9-5/5 CET	24/5 CET	24/7	9-5/5 CET
Hours included	unlimited	unlimited	unlimited	unlimited	10h
Cost	included with EE	8000 $/yr	16000 $/yr	24000 $/yr	2000$

Runtime Support (3rd Level SLA)

We recommend to add runtime support options SLA-1, SLA-2 or SLA-3 with Magnolia Enterprise Edition. Unlike SLA-0, these provide garanteed reaction time.

Developer Support

Developer Support is available for Magnolia Partners and Magnolia Enterprise Customers only. It covers support from Magnolia International's developers to your development team to help them create your solution. We request that any POC's (point of contact as defined in the support contract) has been to the Magnolia developer training.

Note that the Magnolia Community Edition is not supported, neither by Magnolia International nor our official partners.