Comprehensive Services and Support

Our commitment to customer success extends beyond our acclaimed technology to encompass comprehensive services and support. It all starts with our Product Support agreements that provide 24/7 support for our technology, including site availability, performance scalability, and assistance with site management tools. Product Support is provided by Demandware to authorized, designated contacts who have been trained or certified on our products.

Product Support

Our Customer Support Engineers are experts on our products, industry technologies and platforms, making them a trusted resource for timely issue assessment and resolution. Armed with extensive system and application monitoring/alert tools, our support team proactively ensures the highest uptime levels no matter what season. Periodic system maintenance and continuous feature additions are also included in Product Support agreement coverage and included in the subscription fee.

Solution Support

Solution Support extends maintenance and support coverage to the configuration and customizations you make to your site-specific application. Maintenance of this customized layer is required to meet your ongoing business and integration changes over time. Solution Support complements Demandware's Product Support to provide complete application and platform coverage for a predictable, budgeted cost. This service can be provided by a Demandware-certified Integrator, or directly by Demandware Support Services.

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