AEM Support Plans & Retainers
Ongoing support to keep your AEM environment secure, stable, and optimized
Choose a support plan that fits your needs. All plans include proactive monitoring, security updates, and access to our AEM experts. Scale up or down anytime.
Essential
Basic monitoring and maintenance for stable AEM environments
- Monthly health check reports
- Security patch monitoring & alerts
- Performance monitoring
- Email support (business hours)
- 8-hour response SLA
- Quarterly strategic review
Standard
Comprehensive support with deployment assistance and dedicated hours
- Everything in Essential
- Bi-weekly health check reports
- 20 hours/month dedicated support
- Release & deployment support
- Phone & Slack support
- 4-hour response SLA
- Monthly strategic review
- Priority bug fixes
Premium
24×7 enterprise support with guaranteed SLAs and strategic partnership
- Everything in Standard
- Weekly health check reports
- 40 hours/month dedicated support
- 24×7 emergency support
- 1-hour critical response SLA
- Dedicated account manager
- Bi-weekly strategic reviews
- Proactive optimization recommendations
- On-call engineer rotation
What's Included in Every Plan
Core benefits you get with any support tier
AEM Expertise
Direct access to certified AEM developers and architects with years of enterprise experience.
Proactive Monitoring
Continuous monitoring of your AEM environment to catch issues before they impact your users.
Security & Compliance
Stay up-to-date with security patches, vulnerability assessments, and compliance requirements.
Knowledge Transfer
We document everything and train your team, so you build internal AEM expertise over time.
Flexible Engagement
Scale up or down as needed. Unused hours roll over (up to 1 month). No long-term lock-in.
Performance Optimization
Regular performance reviews and recommendations to keep your AEM environment running smoothly.
Detailed Plan Comparison
Compare features across all support tiers
Essential
- Health Check Reports Monthly
- Security Patch Monitoring
- Performance Monitoring
- Dedicated Support Hours/Month
- Release & Deployment Support
- Emergency Hotfix Support
- Response Time SLA 8 hours
- Support Channels Email
- Strategic Reviews Quarterly
- Dedicated Account Manager
- Proactive Optimization
- Priority Access to Engineers
Standard
- Health Check Reports Bi-weekly
- Security Patch Monitoring
- Performance Monitoring
- Dedicated Support Hours/Month 20 hours
- Release & Deployment Support
- Emergency Hotfix Support Business hours
- Response Time SLA 4 hours
- Support Channels Email, Phone, Slack
- Strategic Reviews Monthly
- Dedicated Account Manager
- Proactive Optimization
- Priority Access to Engineers
Premium
- Health Check Reports Weekly
- Security Patch Monitoring
- Performance Monitoring
- Dedicated Support Hours/Month 40 hours
- Release & Deployment Support
- Emergency Hotfix Support 24×7
- Response Time SLA 1 hour (critical)
- Support Channels Email, Phone, Slack, 24×7 On-call
- Strategic Reviews Bi-weekly
- Dedicated Account Manager
- Proactive Optimization
- Priority Access to Engineers
How Support Retainers Work
Choose Your Plan
Select a support tier based on your current needs. We'll discuss your environment, priorities, and any immediate concerns during onboarding.
Onboarding & Setup
We'll set up monitoring, establish communication channels, review your environment, and create an initial baseline assessment.
Ongoing Support
We proactively monitor your environment, provide regular health checks, respond to support requests, and assist with deployments and incidents.
Regular Reviews
Strategic review sessions to discuss performance trends, upcoming changes, optimization opportunities, and any adjustments needed to your support plan.
Flexible and Transparent
No long-term contracts required. Change plans or cancel with 30 days notice. Unused dedicated hours roll over for one month. We track all time spent and provide detailed monthly reports.
Support Plan FAQs
Can I upgrade or downgrade my plan?
Yes, you can change plans at any time with 30 days notice. Prorated adjustments will be made for the current billing period.
What counts toward my dedicated support hours?
Dedicated hours cover development work, troubleshooting, deployments, training, and consulting. Regular health checks, monitoring, and strategic reviews are separate and included in your plan.
Do unused hours expire?
Unused dedicated support hours roll over for one month. This gives you flexibility for variable workloads while preventing indefinite accumulation.
What is your response time SLA?
Response times vary by plan and severity: Essential (8hrs), Standard (4hrs), Premium (1hr for critical, 4hrs for high priority). We measure from when you submit a request during business hours.
Is there a minimum contract term?
We prefer 3-month initial engagements to build familiarity with your environment, but there's no long-term lock-in. After the initial period, continue month-to-month with 30 days notice to cancel.
Ready to secure ongoing AEM support?
Let's discuss which support plan is right for your organization. We'll review your environment and help you choose the best fit.