A Solution for Everything: Intershop Customer Support

Our Customer Support team ensures that your Intershop product always remains in good shape. We aim to help you achieve sustained business success and healthy growth. No matter how busy things get, we provide professional advice on all questions around operation of your platform.   

What we offer you

  • A strong team of Intershop experts who take personal responsibility for dealing with your issue. Which means handling it ourselves—we never outsource this work to a service provider.
  • Our colleagues form the development department are right next door, so our customers benefit from regular maintenance releases and source code updates. Close collaboration is a given at Intershop.
  • Our teams in Europe and the US are ready to assist you by email or phone. We’re also available 24/7 for emergencies.
  • Found and fixed—we’re not just ready to help when things go wrong. We also have extensive experience in optimizing systems. Contact us for details!

Support Plans

You have a choice of three different types of support agreements, which have been carefully designed to meet our customers' varying business needs and requirements:

Maintenance Support: Covers Intershop on one production system and also on a development system. This agreement includes support with up to three authorized contact persons, access to a support portal and to the basic versions of our analytic tools, and regular product updates.

Maintenance Support Plus: Includes all the services contained in the Maintenance Support agreement, plus faster response times as standard, round-the-clock emergency support, five authorized contact persons, and extended access to our analytic tools.

Partner Support: Partners who use our products for educational purposes, training, demonstrations, or sales activities enjoy access to customer support under their partner agreement. This includes support via phone and email as well as access to the support portal and our knowledge base.

Maintenance Support


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

Our additional options:


You can expect even more:

We have even more services to offer, which can be tailored to your specific needs. We focus on robustness, performance, stability, and the security of your systems.

An overview of our additional services can be found here.

Maintenance Support Plus

All services contained in the Maintenance Support agreement, with the addition of:

  • Faster response times
  • Emergency support (24/7)
  • Five contact persons
  • Faster response times (from 1 business hour)
  • Extended reports: Intershop Commerce Insight

Partner Support

Exclusively for Intershop partners:

  • Support via phone or email
  • Access to support website & knowledge base
  • unlimited contact persons
  • Product updates (patches, hotfixes)
  • Support newsletter: TechTalk
  • Response time within 2 business days

If you’re interested in renewing your existing support agreement, please email us at:

Better and Better Every Day: Our Support is Certified

The work of 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 support portal.

How to reach us

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)

How to reach us

Support Center USA

Intershop Communications Inc.
461 2nd Street, Suite 151
San Francisco, CA 94107, USA

Tel.: +1 415 844-3730
(Mon–Fri, 8:00 a.m. to 6:00 p.m. PST)

Your contact person

Andy Stephan
Director Customer Support