We are not done until you are done. That's our Definition of Done.

Head to the FAQ

You might find what you're looking for and we update it frequently

Support Packs

Basic Support
€1.000 /yr/prj

This is our basic support offering, for quick fixes and minor issues.

  • Unlimited Email Support
  • SLA 48

Ucommerce Buddy Offering
€4.499 /yr/prj
We recommend the buddy for enterprise projects or where you want the best technical guidance and solutions! Prices apply for Buddy support for Umbraco, Sitefinity, and Sitecore.

  • Unlimited Email Support
  • SLA 24
  • Unlimited Ucommerce Expert Support
  • Single Point of Contact

Premium Offering
€2.499 /yr/prj
This is our best value for money package, that will help you along.

  • Unlimited Email Support
  • SLA 24
  • 10 hours Ucommerce Expert Support

Compare Support Packages

Basic Support
Premium Offering
Buddy Offering
Please visit eureka.ucommerce.net
Please visit academy.ucommerce.net
Self-paced training
Please visit docs.ucommerce.net
Any unlimited services are subject to a Fair Usage Policy
Email Support
We will respond to Email Support with 48 hours on workdays. Email and Online meetings with an Ucommerce Expert are NOT covered by SLA.
48 hours
24 hours
24 hours
Any unlimited services are subject to a Fair Usage Policy
Ucommerce Expert
10 hours
Online Meetings
Best Practices
Customization Advice
Architecture Review and Assessment
Single Point of Contact
All prices is per year per project.

We know Ucommerce


We know that we are probably your last resort. Nobody calls support for fun. That is why we are here for you - we'll get you out of that rut and moving again.

We know Ucommerce like the back of our hand and we can help you with best practices, technical troubleshooting or all of your "can I really do this" questions. Because chances are - yes you can!

Don't be shy, send us an email at [email protected] and we'll get right to it!

Give us a call


You can always call us up at +45 61 799 997 if you have an urgent question. We are here from 9am-4pm (Central European Time) to take your call.

Frequently asked questions, answered.

Updated: July 9th, 2021

I am new to Ucommerce. What is the best way to get started?

Welcome to Ucommerce! The best way to get started is to start working with the platform via a few options.

Firstly, we recommend you to follow a free training course

Then, you can find and read the documentation that will help you with a smooth start!

If the first two options are not what you are looking for, do not hesitate to contact us via a phone call or e-mail, as we are always happy to assist in getting started 

Click here and find the contacts!

Can I use Email Support for consulting?

We recommend you contact us via e-mail for technical troubleshooting. For inquiries about consulting, guidance, advice, reviews, and etc., we will assist you via a phone call.

Find contact information here.

When can I expect an answer?

We’re covered by different SLAs depending on your partner level or support level. However we typically answer within a day.

Where can I find the official documentation?

Please find them at Ucommerce Documentation.

I have not paid for support and I need help now!

We would like to help you out, therefore we advise you to get in touch with our Customer Success Team as soon as possible. 

Please note that Ucommerce does not offer free support, so your request requires a fee. 

If you would like to contact our Customer Success Team, click here to find their contact details.

I have used my 10 hours with a Ucommerce Expert, can I buy additional hours?

Sure, please contact your local sales representative or [email protected]

What is the minimum time usage with a Ucommerce Expert?

Each request (email or online meeting) will require at least 30 minutes of time spent.

Can I access a Ucommerce Expert before I have a Ucommerce License?

No, you need to have a paid Ucommerce License before you can access a Ucommerce Expert.  You need to provide a valid license key when you contact us.

Is Ucommerce Buddy Support really unlimited?

Yes, and no. There is a fair usage policy so that the plan cannot be abused. We will always let you know if we think you have reached the threshold and need to renew your agreement. 

Can I use a Ucommerce Expert for non-Ucommerce related questions and issues?

Our team shares expertise in Ucommerce only, therefore this is where we are able to help the most. So, if you think we could help you, contact us and we will try to help you in the best way possible. We are experts in Ucommerce, so this is where you’ll get the most bang for the buck. However, we are unable to promise a solution to every inquiry.

Do I need a license? And if so, when is the best time to purchase a license?

You do not need a license to build your webshop. A license is needed once you go live or when you want to purchase a support agreement. 

We recommend purchasing and deploying the license to your production site as early as possible to avoid problems or waiting for the license to arrive.

I have a question about pricing or licensing?

If you have any questions about pricing or licensing, please contact your local sales representative or [email protected]

I have bought my license before October 1, 2018 – how am I covered?

Any license bought before October 1, 2018, has free Email Support. If the license had a Buddy assigned, the buddy is still available until go live.

I am installing the CMS for the first time - anything I should pay attention to?

Yes, we sometimes see that the wrong database is selected when installing Umbraco. Choose the SQL database and not SQL CE. With these tips, you will be good to go!

Read more here: system requirements.

I am using Ucommerce version 9.0 and I’m about to go live – is there anything that I need to be aware of?

Yes! We have discovered a bug that prevents you from going live with V9.0.

To go live, you need to upgrade to V9.1. Please do not hesitate to contact us if you have any questions or concerns at [email protected].


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