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Support Plans
Based on your needs!

Every customer has their unique needs - LogiCommerce offers flexible Support options adapting to each one of them. Focus on your business, while we take care of the rest.

Choose from three support plans: Essential, Enterprise and Enterprise Advanced.
The Essential plan is available to all LogiCommerce customers(1) You can upgrade your plan anytime!

Essential
Support
Online
Doc
Ticket
Support
24/7 support
Worldwide
CLOUD
ON-PREMISE
Essential
Free
Minimum Term (2)
n/a
Online documentation
Ticket Support 8/5
Monday to Friday / 9am to 5pm (CET)
24/7 Suppport Worldwide
On Severity 1 Issues (Base code)
Response time (3)
On Critical issues
Maximum 4h
Cloud service
LogiCommerce - Cloud Support
Uptime
99% with SLA
Updates / Upgrades (6)
Included
Consulting credits (4)
Available
Telephone Support (callback)
Phone Support 8/5 (5)
Monday to Friday / 9am to 5pm (CET)
VIEW ALL ESSENTIALS FEATURES
Enterprise
$1250
anually
Minimum Term (2)
12 months
Online documentation
Ticket Support 8/5
Monday to Friday / 9am to 5pm (CET)
24/7 Suppport Worldwide
On Severity 1 Issues (Base code)
Response time (3)
On Critical issues
Maximum 2h
Cloud service
LogiCommerce - Cloud Support
Uptime
99,5% with SLA
Updates / Upgrades (6)
Included
Consulting credits (4)
5 Credits included
Telephone Support (callback)
Phone Support 8/5 (5)
Monday to Friday / 9am to 5pm (CET)
VIEW ALL ENTERPRISE FEATURES
Enterprise advanced
$3580
anually
Minimum Term (2)
12 months
Online documentation
Ticket Support 8/5
Monday to Friday / 9am to 5pm (CET)
24/7 Suppport Worldwide
On Severity 1 Issues (Base code)
Response time (3)
On Critical issues
Maximum 2h
Cloud service
LogiCommerce - Cloud Support
Uptime
99,9% with SLA
Updates / Upgrades (6)
Included
Consulting credits (4)
10 Credits included
Telephone Support (callback)
Phone Support 8/5 (5)
Monday to Friday / 9am to 5pm (CET)
VIEW ALL ENTERPRISE ADVANCED FEATURES

1) After the first year, the On-Premise version requires a License Renewal in order to take advantage of any of the Support Plans.

2) After the minimum subscription period has expired, the term is automatically extended by an additional 12 months in case an automatic renovation is activated. You will receive an automatic notification 1 month before the renewal of the subscription. The existing subscription can be cancelled anytime until 15 days before the end of the term, otherwise you will continue to benefit from the corresponding services of the subscription. In case of cancellation, there is no refund, however, you will continue to have access to the selected support plan until the end of the subscription period. It is possible to upgrade at any time within the term, however you can only downgrade at the end of the term. The cost of the upgrade is calculated based on the corresponding days left within the original contracted plan.

3) The committed response time corresponds to the different plans and severity issues.

4) Consulting Credits are only included in the Enterprise and Enterprise Advanced Support Plan. There are different Credit Packs available to purchase.

5) Phone Support is only included in the Enterprise Advanced Support Plan and will be accepted only for critical incidents within business hours detailed in the Support Details

6) Software Updates and Upgrades
- Access to major updates
- Access to minor updates
- Access to patch releases
- Access to bug fixing releases
- Access to security updates

7) Updates and Upgrades will be made available and installed for all users in the cloud. LogiCommerce will provide Updates & Upgrades for THE CLIENT if they are ready to use and tested at LogiCommerce. THE CLIENT has no claim that Updates & Upgrades are provided on certain dates or within certain time periods.

8) Updates between Minor and Patch Updates/ versions will never cause breaking changes, however, with Major Updates there can exist periods of deprecation causing breaking changes. During this transition, backward compatibility will be preserved at least three months.

9) For LogiCommerce On-premise users, Updates and Upgrades will be made available, however, LogiCommerce shall not undertake the installation of Updates and Upgrades nor offer any support or consulting services, unless agreed in a different agreement.

10) The fee of the Enterprise and Enterprise Advanced Plan is due in full prior to the commencement of any support activities.

For more information on the support plans, have a look at the Support Details.
Check Support Details

LCB provides technical Support to the Solution Experts in relation to the use, coding, operation and hosting of LogiCommerce.
Direct support to THE CLIENT is only provided in the exception that they had their own IT Team built the eCommerce and there is no Solution Expert involved.
LCB categorizes technical support in two different areas:

  • Software
  • Hosting (Cloud)

Software and hosting related issues must be submitted by opening a case in the LogiCommerce Support Center, including all the information about the occurred issue, and must be categorized according to the following Severity levels.

Support Terms & Conditions

1) After the first year, the On-Premise version requires a License Renewal in order to take advantage of any of the Support Plans.

2) After the minimum subscription period has expired, the term is automatically extended by an additional 12 months in case an automatic renovation is activated. You will receive an automatic notification 1 month before the renewal of the subscription. The existing subscription can be cancelled anytime until 15 days before the end of the term, otherwise you will continue to benefit from the corresponding services of the subscription. In case of cancellation, there is no refund, however, you will continue to have access to the selected support plan until the end of the subscription period. It is possible to upgrade at any time within the term, however you can only downgrade at the end of the term. The cost of the upgrade is calculated based on the corresponding days left within the original contracted plan.

3) The committed response time corresponds to the different plans and severity issues/gravities

4) Consulting Credits are only included in the Enterprise or Enterprise Advanced Support Plan. There are different Credit Packs available to purchase.

5) Phone Support is only included in the Enterprise Advanced Support Plan and will be accepted only for critical incidents within business hours detailed below

6) Software Updates and Upgrades
- Access to major updates
- Access to minor updates
- Access to patch releases
- Access to bug fixing releases
- Access to security updates

Updates and Upgrades will be made available and installed for all users in the cloud. LogiCommerce will provide Updates & upgrades for the customer if they are ready to use and tested at LogiCommerce. The customer has no claim that Updates & Upgrades are provided on certain dates or within certain time periods.

Updates between Minor and Patch Updates/ versions will never cause breaking changes, however, with Major Updates there can exist periods of deprecation causing breaking changes. During this transition, backward compatibility will be preserved at least three months.

For LogiCommerce On-premise users, Updates and Upgrades will be made available, however, LogiCommerce shall not undertake the installation of Updates and Upgrades nor offer any support or consulting services, unless agreed in a different agreement.

The fee of the Enterprise and Enterprise Advanced Plan is due in full prior to the commencement of any support activities.

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Solution Experts will provide technical Support to the Customer in relation to the use and operation of the LogiCommerce Software. During the Support Hours, LogiCommerce will, upon the Partners request, provide technical Support in relation to the use and operation of the LogiCommerce Subscription.

Direct support to the merchant is only provided in the exception that they had their own IT Team built the eCommerce and there is no Solution Partner involved.

 

The following is a detail of the type of tasks that the service includes:

- Corrections to the software:

Documenting the case detected adequately and communicating it through the different mechanisms established in the service. These types of applications are categorized in 4 levels of gravity.

Both the response times for incidents and inquiries, as well as the communication mechanisms enabled, depend on the type of service that is contracted.

- The following tasks are considered Consultations and Queries and will be answered through credits:

    • Inquiries about the implementation of the navigation and purchase interface.
    • Doubts about the operation of back office, Sync API, Apps (Plug-ins and Add-ons) LogiCommerce.
Business Hours

The Business Hours are 8/5: From Mon-Fri, 9:00 to 17:00 (CET), excluding Spanish (Catalonia) bank holidays.

The support is provided through ticketing or phone (during Business hours, depending on the severity of the incident and the Support plan contracted). Incidents of severity issue 1 correspond to worldwide 24/7 support through both tickets and phone, including bank holidays.

Severity definitions

Severity 1 Issues (Critical):

This is an incidence in the production environment that seriously affects THE CLIENT’s eCommerce, leaving it completely inoperative, or not accepting orders, or resulting in a loss of relevant data and that there is no alternative solution.

Continuous work will be carried out to resolve the incidence in the shortest possible time within the stipulated operating hours.

Severity 2 Issues (Major):

This is an important incidence in the production environment causing a significant reduction in the capacity of the system, or causing a significant impact on parts of sales operations, or the system is exposed to possible loss or disruption of the service.

Continuous work will be carried out to resolve the incidence in the shortest possible time within the stipulated operating hours.

Severity 3 Issues (Minor):

This is an incidence of medium to low impact that affects certain partial and / or non-critical features of THE CLIENT’s eCommerce.

Reasonable efforts will be made during their stipulated hours of operation, to provide a timely resolution for the next Minor version of LogiCommerce.

Severity 4 Issues (Cosmetic):

It is a matter of a general question or incidence that may be of a less important nature or cosmetic. It can also be related to the documentation and may include problems that LCB considers requests for improvement, however, the service works without interruption.

LCB will consider the requests for improvement in the product management process, however, with no obligation of including them in the roadmap.

 

Support Request Severity Lifecycle

LogiCommerce has the right to upgrade or downgrade the severity level of the issues following this process:

Downgrade of Severity Level

When a critical issue is opened, LCB is dedicated continuously to the resolution of the incidence in the shortest possible time within the stipulated hours of operation. It is an indispensable requirement that THE CLIENT shows the same availability during the time of resolution of the incident, otherwise the incident will be considered “Major” severity and will be answered with the stipulated time according to this severity.

If, during the Support Request process, the issue no longer warrants the severity level currently assigned based on its current impact on the production operation of the service, the severity level will be downgraded to the severity level that most appropriately reflects its current impact.

 

Upgrade of Severity Levels

If, during the Support Request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the service, the severity level will be upgraded to the severity level that most appropriately reflects its current impact. In requesting any assignment of a higher severity level, LCB may requests THE CLIENT to provide additional information that demonstrates the increased impact of the issue.

Adherence to Severity Level Definitions

THE CLIENT shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the service. THE CLIENT acknowledges that LCB is not responsible for any failure to meet performance standards caused by THE CLIENT’S misuse or mis-assignment of severity level designations.

Committed Response/ Reaction Time

The response time of the Support Requests will depend on the Severity level and the contracted Support Plan. 

Software issues per severity level:

Production environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (24/7)

4 hours

2 hours

1 hour

Major (8/5)

2 business days

1 business day

4 hours

Minor (8/5)

5 business days

2 business days

1 business day

Cosmetic (8/5)

10 business days

7 business days

5 business days

 

Development environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (8/5)

4 business days

2 business days

1 business day

Major (8/5)

7 business days

2 business days

1 business day

Minor (8/5)

10 business days

4 business days

2 business days

Cosmetic (8/5)

15 business days

10 business days

7 business days

 

The response time of the Support Requests will depend on the Severity level and the contracted Support Plan. LCB will make every reasonable effort to respond to your initial request within the corresponding timeframes. Software issues per severity level:
Production environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (24/7)

4 hours

2 hours

1 hour

Major (8/5)

2 business days

1 business day

4 hours

Minor (8/5)

5 business days

2 business days

1 business day

Cosmetic (8/5)

10 business days

7 business days

5 business days

1 business day = 24 natural hours (Ex. 11/07 at 11:30am until the 12/7 at 11:30am)
Development environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (8/5)

4 business days

2 business days

1 business day

Major (8/5)

7 business days

2 business days

1 business day

Minor (8/5)

10 business days

4 business days

2 business days

Cosmetic (8/5)

15 business days

10 business days

7 business days

1 business day = 24 natural hours (Ex. 11/07 at 11:30am until the 12/7 at 11:30am)

Hosting issues per severity level:

Production environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (8/5)

30 minutes

30 minutes

30 minutes

Major (8/5)

1 business day

4 business hours

2 business hours

Minor (8/5)

3 business days

2 business days

1 business day

 

Development environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (8/5)

2 business days

1 business day

4 business hours

Major (8/5)

4 business days

2 business days

1 business day

Minor (8/5)

6 business days

4 business days

2 business days

 

1 business day = 24 natural hours (Ex. 11/07 at 11:30am until the 12/7 at 11:30am)

LCB will make every reasonable effort to respond to your initial request within the corresponding timeframes.

Hosting issues per severity level:
Production environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (8/5)

30 minutes

30 minutes

30 minutes

Major (8/5)

1 business day

4 business hours

2 business hours

Minor (8/5)

3 business days

2 business days

1 business day

1 business day = 24 natural hours (Ex. 11/07 at 11:30am until the 12/7 at 11:30am)
Development environment

ESSENTIAL

ENTERPRISE

ENTERPRISE ADVANCED

Severity

Response time

Critical (8/5)

2 business days

1 business day

4 business hours

Major (8/5)

4 business days

2 business days

1 business day

Minor (8/5)

6 business days

4 business days

2 business days

1 business day = 24 natural hours (Ex. 11/07 at 11:30am until the 12/7 at 11:30am)
Other Support Requests

If the problem is not related to the codebase of LogiCommerce, THE CLIENT will be notified, however, it might provoke the consumption of credits.

Other requests may be handled through the usage of credits. Examples:

  • Inquiries about the implementation of the interface of the navigation and buying process
  • Doubts about the LogiCommerce BackOffice
Credit Packs

The Essential Support Plan does not include Credits, however, there are different Credit Packs available to purchase.

Each Credit Pack must be consumed within a maximum period of 12 months from the date of contracting. However, if a new Pack is contracted, the remaining hours of the previous Pack will be added to the new one, being established for all of them with a new expiration date (+12 months).

Credits

Price per credit

Price

10

$120

$1200

25

$115

$2875

50

$110

$5500

100

$106

$10600

250

$103

$25750

500

$99

$49500

 

Support Request: Inquiries / Consultations

The Credits of the inquiries correspond to different priorities (Urgent, High, Medium and Low)). The response time of each inquiry depends on the priority:

Priority

Maximum Response time

Credits per hour (Inquiry)

Credits per hour (Dev)

Urgent (8/5)

4 hours

2,5

3,75

High (8/5)

1 business day

2

3

Medium (8/5)

2 business days

1,5

2,25

Low (8/5)

4 business days

1

1,5

 
The consumption of the credits is calculated based on ranges of 1 hour and the priority with which the ticket was opened.
Each support request costs at least one (1) credit.

Examples:

  • Inquiry of 10 minutes with priority “Medium” = cost of 1,5 credits
  • Inquiry of 1 hour with priority “Medium” = cost of 1,5 credits
  • Inquiry of 1 hour and 20 minutes with priority “Medium” = cost of 3 credits
  • Inquiry of 1 hour with priority “High” = cost of 2 credits
  • Inquiry of 1 hour and 20 minutes with priority “High” = cost of 4 Credits
  • Inquiry of 1 hour with Priority “Low”, followed by a development of 2 hours with the same priority = cost of 4 credits

For Support requests that will take more than 2 hours to complete, an estimate of the necessary time to complete the request will be send to THE CLIENT and work will begin only upon THE CLIENT’S approval and acceptance of the written estimate.

The following tasks are considered Consultations and inquiries (credits are charged):

  • Inquiries about the implementation of the navigation and purchase interface.
  • Doubts about the operation of back office, Sync API, Apps (Plug-ins and Add-ons).
Hosting Service Level Agreement

The SLA for the Production Infrastructure of any given calendar month is based on the contracted Support Pack by THE CLIENT:

Support Pack

Uptime

ESSENTIAL

99%

ENTERPRISE

99,5%

ENTERPRISE ADVANCED

99,9%

In the case of loss of availability in service level, THE CLIENT is eligible to receive a Service Credit, measured by percentage discount off the monthly price of Headless Infrastructure and Front-Office Infrastructure (if contracted), which will be added as a balance of Service Credits in THE CLIENT’S LogiCommerce Wallet, following the tables below and based on the contracted Support Pack by THE CLIENT:

ESSENTIAL:

Service availability

Service Credit

99% > D > = 95,0%

5%

94,99% > D > = 90%

10%

89,99% > D > = 0%

20%

 

ENTERPRISE:

Service availability

Service Credit

99% > D > = 95,0%

10%

94,99% > D > = 90%

30%

89,99% > D > = 0%

50%

 

ENTERPRISE ADVANCED:

Service availability

Service Credit

99% > D > = 95,0%

20%

94,99% > D > = 90%

50%

89,99% > D > = 0%

100%

 

SLA calculation availability is the time the Production Infrastructure is capable of receiving, processing and responding to requests. Service availability is calculated using the following formula: D = (T - Td) / T
- D is the availability of service time
- T is the total monthly time
- Td is the total loss of connectivity. This time of loss, is equal to that time within the beginning of the occurrence, until the close of the incident

The SLA for the Production Infrastructure of any given calendar month is based on the contracted Support Pack by THE CLIENT:

Support Pack

Uptime

ESSENTIAL

99%

ENTERPRISE

99,5%

ENTERPRISE ADVANCED

99,9%

In the case of loss of availability in service level, THE CLIENT is eligible to receive a Service Credit, measured by percentage discount off the monthly price of Headless Infrastructure and Front-Office Infrastructure (if contracted), which will be added as a balance of Service Credits in THE CLIENT’S LogiCommerce Wallet, following the tables below and based on the contracted Support Pack by THE CLIENT:

ESSENTIAL:

Service availability

Service Credit

99% > D > = 95,0%

5%

94,99% > D > = 90%

10%

89,99% > D > = 0%

20%

ENTERPRISE:

Service availability

Service Credit

99% > D > = 95,0%

10%

94,99% > D > = 90%

30%

89,99% > D > = 0%

50%

ENTERPRISE ADVANCED:

Service availability

Service Credit

99% > D > = 95,0%

20%

94,99% > D > = 90%

50%

89,99% > D > = 0%

100%

SLA calculation availability is the time the Production Infrastructure is capable of receiving, processing and responding to requests. Service availability is calculated using the following formula: D = (T - Td) / T
- D is the availability of service time
- T is the total monthly time
- Td is the total loss of connectivity. This time of loss, is equal to that time within the beginning of the occurrence, until the close of the incident

Service Credits
Any Service Credits, added as balance to THE CLIENT’S LogiCommerce Wallet, will be applied only against future LCB payments otherwise due from THE CLIENT. Service Credits will not entitle THE CLIENT to any refund or other payment from LCB. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is more than one dollar or euro ($1 USD or EUR). Service Credits may not be transferred or applied to any other account.

Credit Request and Payment Procedures

To receive a Service Credit, THE CLIENT must submit a claim by opening a case in the LogiCommerce Support Center. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

  1. the words “SLA Credit Request” in the subject line;
  2. the dates and times of each Unavailability incident that you are claiming;
  3. the affected Included Shop ID;
  4. the billing cycle with respect to which you are claiming Service Credits; and
  5. your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks)

If the actual Uptime Percentage of such request is confirmed by us and is less than the Service commitment, the Service Credit will be issued within one month after our confirmation of THE CLIENT’S claim request to their LogiCommerce Wallet. THE CLIENT’S failure to provide the request and other information as required above will disqualify them from receiving a Service Credit.

The SLA is excluded in the following scenarios:

  • Failure to deploy the Services according to the documentation or problems resulting from either CLIENT’s or CLIENT’s Implementation Team’s actions or inactions, including without limitation problems resulting from CLIENT Content, Modifications, Third-Party Services, Third-Party Content or any issues caused by or arising from configuration of the Software or errant or problematic code in the Front infrastructure.
  • Planned maintenance shutdown for the application of an Upgrade or any security Update of the Platform with prior notice of 48 hours. LCB shall have no obligation to inform THE CLIENT about the interruptions in the case of an emergency, understood as those that affects the proper functioning of the platform and in the case of safety reasons against vulnerabilities. It is understood that in the case of an emergency, these interruptions will persist for the time necessary to solve the failures and / or vulnerabilities presented and should be informed by LCB to THE CLIENT containing the explanations and estimated time necessary to solve the vulnerability.
  • Suspension or termination of service determined by court order of THE CLIENT’S right to use the platform in accordance with the Agreement.
  • DDoS attacks continued over 1 hour.
  • Factors outside the reasonable control of LCB including but not limited to force majeure, general internet outages, or problems beyond the Services provided by LCB like connection failure from hosting company that provides this service.
  • Exceed the maximum requests limit per minute which is defined as double (2) the average number of requests in the last forty-five (45) days, unless THE CLIENT has informed LCB with a minimum notice of forty-eight (48) hours of possible actions, such as an advertising campaign, launch of new products, etc. that may subject the technical infrastructure to exceed the maximum limit of requests per minute as mentioned above.

LCB may temporarily suspend the Service of THE CLIENT in the event that the maximum limit of requests per minute is exceeded by five (5) times the average number of requests in the last forty-five (45) days and without a written notice of at least forty-eight (48) hours from THE CLIENT.

An upgrade of the Support Plan is allowed at any time within the term, nevertheless a plan can only be downgraded at the end of the term. When THE CLIENT upgrades or downgrades the Support Plan within a running month, the lowest SLA of both plans will be applied until the end of the month. The SLA of the new selected Support Plan will be applied starting from the first day of the following month.

Business Hours

The Business Hours are 8/5: From Mon-Fri, 9:00 to 17:00 (CET), excluding Spanish (Catalonia) bank holidays.

The support is provided through LogiCommerce Support Center or phone (during Business hours, depending on the severity of the incident and the Support plan contracted). Incidents of severity issue 1 correspond to worldwide 24/7 support through both LogiCommerce Support Center and phone, including bank holidays.

Support Terms &
Conditions Document
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