Pimcore Support

De Pimcore experts en het development team staan voor u klaar.

Low Level Severity

Besides acknowledging the issue and responding in 30 minutes (L1), we prepare a resolution guide with recommendations within three business days (L2). We guarantee a solution within 10 working days (L3).

Medium Level Severity

We take 30 minutes to respond to your first query (L1) and take only two days to analyze and prepare a resolution guide (L2). The issue will be settled within just five working days (L3).

High Level Severity

30 minutes is the time we take to acknowledge and respond to your query (L1). After getting to the core of the matter, which takes a day (L2), we will resolve the issue within two business days (L3)

Showstopper

We understand that the issue is a matter of urgency and of the highest level, we respond within 15 minutes after hearing from you (L1). Our team of experts analyzes the issue raised (L2), and resolves the matter within just four hours (L3).

CLOUD HOSTING SUPPORT

We enable you to deploy the cloud environment faster and gain benefits of greater control, performance and scalability. We ensure seamless transition and upgrade through our team of experts and support crew, covering the entire gambit of issues that may rise during or after the transition.

Monitoring

We monitor and provide information on the system performance related monitoring, application upgrades, cover process and security monitoring. Our ProActive monitoring addresses small issues before they escalate, delete problems before any impact. Besides alerts and notifications, we collect data to perform RCA, track service quality trend and offer visibility to prioritize optimization efforts.

Security

Right from network and security groups configurations to OS firewall, our team of experts offer support in keeping your network foolproof with services including strategies to block attacks like DDOS, patch updates and management, authorization policies, implementation of security related alerts and use of encryption, RBAC role based access.

Backup solutions

We provide an automated daily snapshot of disk, besides the monthly stack of images within a region along with updated system log analysis.

Log analysis

The application log analysis addresses web server logs, database slow, error, CloudTrail and VPC logs. We also provide AWS related logs and audit log analysis.