Support Plans

Intershop Customer Support offers three types of support agreements that allow access to our support services and are designed to suit our customers' varying business needs. The support contracts can be concluded for all Intershop products.

Maintenance Support

The Intershop Maintenance Support Agreement is available for all customers and covers the Intershop product on one production system and its related development systems. The Maintenance Support Agreement includes:

  • Unlimited access to Intershop Customer Support via phone or e-mail
  • Full Customer Support Website access, including access to the Support Knowledge Base
  • Subscription to the quarterly Customer Support newsletter - TechTalk
  • Up to three authorized contact persons per contract
  • Intershop product updates (Patches, Hotfixes), including major upgrades
  • Reduced pricing for upgrades
  • Access to basic reports of Intershop Commerce Insight

Additional Options (to be added individually):

Maintenance Support Plus

The Maintenance Support Plus Agreement includes all the services included with the Intershop Maintenance Support Agreement, plus the following additional services:

  • Response Time Plus
  • After-Hours Emergency Support (24 x 7)
  • Five authorized contact persons
  • Access to extended reports of Intershop Commerce Insight
Partner Support

Intershop partners who use Intershop products for purpose of – for example – educational purposes, technical training, demonstration or PreSales activities receive access to Customer Support as part of their Intershop Partner Agreement. The Partner Support Agreement includes:

  • Unlimited access to Customer Support via phone or e-mail
  • Full Customer Support Website access, including access to the Support Knowledge Base
  • Subscription to the quarterly Customer Support newsletter - TechTalk

If you are interested in renewing or upgrading an existing Support Agreement, please send an e-mail to the Support Administration: SupportAdmin@intershop.de

Additional Services

Intershop Support doesn't stop at providing standard services. To complete our services means offering additional solutions to individual customers and their systems.

When it comes to Additional Service, it's all about Robustness, Performance, Stability and Security.

Find an overview of the different types of assistance here.

Intershop Customer Support

Andy Stephan

Director Customer Support

Phone: +49 3641 50-1600