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

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.

Support Packs

Basic Support
€1.000 /yr/prj
£895/yr/prj
$1.100/yr/prj
AU$1.670/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
£4.025/yr/prj
$4.935/yr/prj
AU$7.495/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 and Sitecore.

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

Premium Offering
€2.499 /yr/prj
£2.235/yr/prj
$2.745/yr/prj
AU$4.165/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


Frequently asked questions, answered.

Updated: March 31st, 2020

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

Welcome! Please visit https://academy.ucommerce.net. Doing a masterclass, which you’ll find under Training, is the best way to get started with Ucommerce. 

Can I use Email Support for consulting?

Email support is mainly for technical troubleshooting. If you need guidance, advice, reviews or similar - call us at +45 61 79 99 97 

When can I expect an answer?

Email Support is covered by the SLA, but we usually answer much quicker!

Ucommerce Experts typically answer emails on a daily basis and set up meetings as soon as possible.

Where is the official documentation?
I have not paid for support and I need help now!

We really want to help you, so hurry up and contact your local sales representative or [email protected]  – and we’ll get right on it.

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?

The minimum time usage is half an hour to keep administration to a minimum and to get the most out of your time.

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 need another solution.

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

You pay us by the hour, so we can and will assist you in any way you need! But, we are only experts in Ucommerce with knowledge from prior cases and customers that we can share. If we don't feel confident, we will tell you that your question is outside our area of expertise.

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

You can build a test version of a Ucommerce solution if you do not have a license. However when that is said, you do need to purchase a license before you can go live, and depending on which one you choose, you will gain access to more functionality. We recommend that you purchase the license as early as possible to avoid potential problems that may occur.

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 the CMS. Choose the SQL database, and not SQL CE, and you are 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 found this annoying bug that prevents you from going live with V9.0. In order to go live, you need to upgrade to V9.1. Please do not hesitate to contact us if you have any questions or concerns: [email protected].

Compare Support Packages

Basic Support
Premium Offering
Buddy Offering
Please visit eureka.ucommerce.net
Forum
Please visit academy.ucommerce.net
Self-paced training
Please visit docs.ucommerce.net
Documentation
Any unlimited services are subject to a Fair Usage Policy
Email Support
Unlimited
Unlimited
Unlimited
We will respond to Email Support with 48 hours on workdays. Email and Online meetings with an Ucommerce Expert are NOT covered by SLA.
SLA
48 hours
24 hours
24 hours
Any unlimited services are subject to a Fair Usage Policy
Ucommerce Expert
10 hours
Unlimited
Online Meetings
Best Practices
Customization Advice
Architecture Review and Assessment
Single Point of Contact
All prices is per year per project.
Price
€1.000
€2.499
€4.999
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