Supporting your Pimcore journey at every step

Professional
Services
& Support

Explore Pimcore Professional Services & Support Offerings

Pimcore Global Services uses the innovative Continuous Delivery approach to improve your overall software development capability. The Continuous Delivery approach is designed to simplify and accelerate the process of bringing applications from code to production. Continuous delivery removes traditional obstacles, automates manual steps, and provides best practices that leverage and enhance the agile development methodology to ensure fast and high quality application delivery.

Service Level Engagement

Opt for the support services according to your immediate requirements. Under this offering, all requests are categorized according to the severity or business impact scale.

Showstopper

Production application is down or a major malfunction is rendering a product inoperative? Fear not. We understand that all such issues are a matter of urgency and of the highest level.

We respond within 15 minutes for all such issues after hearing from you (L1). Our team of experts analyze the issue raised (L2) and prepare resolution guide/recommendation within 2 hours. The issue is resolved within just four hours (L3).

Medium Level Severity

Moderate loss of application functionality or performance impacting the normal functioning of multiple users falls under this category.

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

All major feature/product failures and critical loss of performance severely hampering the program usability are categorized as high-level severity issues.

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 one business day (L2), we will resolve the issue within two business days (L3).

Low Level Severity

All minor loss of application functionality, product feature requests, how-to questions are considered as low level severity issues.

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).

Support Fixed Hours Model

Pimcore offers through its services blocks of 20 hours of support. The hours may be used at any time during a 3 month period. The uses include any support you need via gotomeeting.com or other remote system.

Your options include: training, programming, consulting, Q&A, troubleshooting, and more. The minimum call length is 2 hours, so there are up to 10 sessions included in 20 hours. You can purchase additional blocks of time, of course.

The fee is $3,000 for the support package. If you are interested in finding out more, please fill out the following form. We'll get back to you within 24 hours.

Application Support

Change request to existing Pimcore application
New feature/plugin/report development
Anything that needs opening of existing code with respect to the functionality delivered
Changes/development at UI level
Activity related to Data Migration or Integration
Data quality support
Integration with any third party applications

Infrastructure Support

Monitoring - system performance, application performance, process monitoring, security monitoring, statistics and reports to track service quality trends, visibility to prioritize optimization efforts
Backup - automated daily snapshots of disk within a zone, monthly snapshots of image within a region
Log Analysis - system log analysis, application log analysis, cloud related logs, audit logs analysis
Security - network configuration, security group configuration, OS firewall, path updates and management, authorization policies, key management, encryption, RBAC role based access

Consulting Support

Analysis of current "As-Is" scenario
Analysis of current "As-Is" Business Process Flows
Sharing best practices based on analysis
User experience consulting (UX and UI)
Recommending "To-Be" scenario
Recommending refined business process flows / product life cycle
Recommending Solution Architecture
Recommending Full System Integration and Implementation project plan

Offshore Development Center

Focus on your business model and core processes while we take care of the rest. Our flexible offerings include a dedicated team of experts who work alongside you to create differentiation for your organization. Leverage the latest technologies while developing your projects with a team working exclusively with you from our facility. Rest assured, we celebrate value created for the customer, rather than celebrating the project completion.