Intershop customer support

Optimize the uptime of your Intershop commerce platform or find solutions for technical issues.
Our team of experts will be happy to support you!

solution for technical issues in e-commerce

The Intershop customer support is there for you!

Our customer support team ensures that your Intershop Commerce Platform always operates at peak performance. We aim to help you achieve sustained business success and growth.

  • A strong team of ISO certified Intershop experts
    is dealing with your issue, not external service providers.

  • Support & development work hand in hand
    to provide our customers regular maintenance releases and source code updates. Intershop maintains close collaboration.

  • Our teams in Europe and the USA
    are ready to assist you by email or phone. We’re also available 24/7 for emergencies.

  • Beyond support fixes,
    our team also has extensive experience in optimizing systems. Contact us for details!

A perfect match: Our support agreements

Our support agreements are the perfect fit for your business needs and requirements. Choose among three packages that have proven their value to customers and partners over the years.

Maintenance Support

For OnPrem customers.

Covers Intershop on one production system and also on a development system.



All essential features, including:

  • Support via phone or email
  • Access to support website & knowledge base
  • 3 contact persons
  • Product updates (patches, hotfixes)
  • Response time within 8 business hours
  • Basic reports: Intershop Commerce Insight
Maintenance Support Plus

For OnPrem customers.

For self-operated production and development systems. You have grown rapidly and need additional resources to strengthen your position.

All essential features, plus:

  • Faster response times (e.g. response time within 1 business hour)
  • Emergency support (24/7)
  • 5 contact persons
  • Extended reports: Intershop Commerce Insight
Support for Developers

For Platform customers.

This option is a precondition for customers whose developers want to customize the system directly.


  • Full access to the service portal
  • Response time within 8 business hours
  • 5 contact persons
  • CD/CI for the assigned users
  • Provision of the local developer license
  • Access to the development-related infrastructure
  • Basic monitoring: New Relic, Intershop Commerce Insight
  • Access to the Intershop Online Training Academy

Do you have questions about our support agreements?

We are happy to advise you on a support agreement tailored to your needs.

Andy Stephan
Your contact Andy Stephan Director Customer Support Phone

Everything in one place:
The service portal

Help is just a click away: The service portal is the central point of contact for our service offerings.
It comprises:

  • Knowledge base
  • Product calendar
  • Agreement data sheet
  • Support tickets
Support portal helps no matter where you are

Support center

How to reach us at any time.

Support center Europe

Intershop Communications AG
Steinweg 10
07743 Jena, Germany

Tel.: +49 3641 50-1600
(Mon–Fri, 9:00 a.m. to 6:00 p.m. CET)

Support center

Intershop Communications Inc.
548 Market St, PMB 61358
San Francisco, CA 94104-5401, USA

Tel.: +14158443730
(Mon–Fri, 8:00 a.m. to 6:00 p.m. PST)

Our support is certified

The Intershop Customer Support Team has been certified to DIN EN ISO 9001:2015 since August 2003.


Find out what ISO 9001 means for you as a customer on our service portal.

Intershop support certificate