Umbraco Partnerships are a yearly auto-renewed subscription. The partners can purchase products and services with credits they receive from Umbraco.

The partnership program is divided into three tiers: Silver, Gold, and Platinum.

Umbraco partners, depending on their partnership tier, have access to Umbraco Agency Support, which is a support service package designed to provide partners with access to Umbraco Support whenever they have challenges with their projects.

Agency support includes support for Umbraco CMS, Umbraco’s packages, and platform support for Umbraco Cloud.

Agency Support is either included or can be purchased with credits. For instance, support for on-premise projects is an additional service available for purchase. The various support options are detailed below.

The SLA guarantees the customer a specific response time, no matter the issue. There is also an SLA breach alert implemented within Slack to alert the support team.

Agency support guarantees an SLA within 24 hours during business hours. The response time counter is active within business hours (8am CEST to 11pm CEST = 15 support hours per day). Outside of those hours, the SLA is not counted.

An example of this, could be a Gold partner reaching out at the weekend. The SLA does not start counting before 8am CEST on the first business day (pauses the SLA after 11 pm and continues the following business day at 8am).

A part of the price of an Umbraco Partnership goes to the purchase of credits, These credits are used to pay for services and products, such as code reviews, Cloud plans, product licenses, and more.

The credits are based on a 1:1 ratio dependent on the customer's currency. For example, 1 credit for a Danish partner is 1 DKK and for a British partner it would be worth 1 GBP.

These credits are managed by the accounts department (Fishtank).

The partner plans include three levels: Silver, Gold and then Platinum. The services available to the partner plans are listed below. 

*Specifically for Silver partners, their support is covered to the extent of their Cloud plan. The above table showcases what is available to them through credits. 

With an Umbraco partnership, all Cloud plans are covered in Support. Silver Partners need to purchase an additional support package to receive support.

Whatever issue it might be, Cloud, CMS or add-ons, it is covered. However, it should be noted that should they have an issue which needs to have a code review and be reviewed by the developers, they will have to pay for this. Same goes for architectural advising. 

Normal Starter and Standard plans do not have full support (no chat support or CMS support for Starters, no CMS support for Standard). However, being a partner, this service correlates with “Agency support included in all Cloud plans”. All starter and Standard Cloud projects are fully supported, despite of what issue is presented (CMS, Cloud, or add-ons). 

In the scenario that a partner has projects which are hosted on-premise (elsewhere than Umbraco Cloud), they can purchase full support for specific domains.

Only then can Support help sort out issues on an on-premise project. 

This information can be verified by asking what domain the issue concerns and checking this in Zoho on the specific customer under “Supported Domains”: 

Another option is to check under the section “Supported Projects” - if the project is there, it is supported:

In the case that we will need to include 2nd level support, the following information will be needed for the on-premise project in need of support:

This service consists of guidance and recommendations for a new development project in Umbraco, but also existing projects which will undergo major changes in the future, for example, upgrades. 

Customers can reach out and describe their plans and depending on their needs and requirements, our developers will help outline a plan and procedure to get not only the best result but also the smoothest road towards it. They go into best practices for the specific case.

To schedule a session, the customer needs to reach out to Support, and from here, they have to fill out the information in the following link: 

Book Architectural Advising

What does AA cover? 

• Evaluating plans for an upcoming project

• Answering questions about concerns for an upcoming project

• Feedback on proposed decisions and potential alternatives to consider

• Feedback on whether a feature is appropriate and matches the client’s expectations (what can be done within Umbraco)

• Answering questions about using specific built-in features which we provide, in an upcoming project (fx. usage constraints or permissions in the back office, ranging from the things we can offer on Cloud and the things that the CMS offers at the time)

What does AA not cover?

• Code Review / Investigations of Existing Code

• Review of a proposed project with vague specifications/description

• Advice about custom code or third-party packages. 

This service consists of going through an existing part of code provided by the client in relation to an issue they experience.

To schedule a session, the customer needs to reach out to Support, and has to fill out the following in as many details as possible via the CR Form.

Book Code Review

What does CR cover? 

• Reviewing a specific piece of code based on an issue which the customer is experiencing. 

• Provide feedback on the code (and possibly related code) that we conclude has a direct relation to the issue. 

• Provide suggested solutions to our findings, if those are easily explained/implemented - but it highly depends on the findings. 

• Reviewing a specific piece of code based on some concerns you have.

• Provide feedback and suggested solutions. 

What does CR not cover?

• Review of an entire implementation/website

• Debugging specific problems in an implementation such as 

• Performance issues

• Optimization of existing code

• Bug fixing of an issue which a client is experiencing

• Reviews of third-party packages not owned by Umbraco

• Guidance/review on non-related Umbraco subjects and best practices for code

• Guidance/review on hosting that is not Umbraco-related. 

• Azure/AWS resources not directly related to Umbraco configuration.

• DNS and domain configuration

Direct Line is a tool for the Platinum Partner to go straight to our 2nd Level Support with a specific case. 

This has been added as a workflow in Intercom by Growth team. This workflow will tag the ticket as Direct Line - 2nd level and escalate it to 2nd level. 

If 2nd level support deems the case as something which needs to be handled by 1st level, it will be sent back with the tag Direct Line - 1st level return. This will send it back to 1st level support, in the correct partner channel for 1st level support to pick up. 

In Zoho, whether a partner has access to this feature, can be found in their partner profile under Details -> Support Information -> Access to Second Level