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Support Plans

VTEX Team
VTEX Team
Last updated
5/23/2019
VTEX changed its business policy to provide more transparency and better customer service. If you have questions or need more information about support, please contact our sales team at www.vtex.com to assess the need to migrate to the new contract.

Plans

There are currently four commercial plans in VTEX. For each of these plans, we offer a different level of support.

  • On Demand / Business
  • Corporate
  • Enterprise
To see pricing information for each of these plans, platform business details and conditions, visit VTEX website.

Services

In all business plans, our customers have 24x7 maintenance and monitoring:

  • Monitoring systems 24 hours a day, 7 days a week.
  • First response in up to 15 minutes for critical issues on the platform, via status.vtex.com.
  • Real-time monitoring by the customer through the Health Check and the Status.
  • Unlimited access to VTEX support via tickets.
  • Unlimited access to VTEX Community.
  • Full access to content delivered by VTEX through our official channels such as VTEX Site and VTEX Help.
  • Continuous platform improvement without additional cost (Releases).
  • Support by phone.
  • Average response time for regular tickets: 8 business hours until the first response.
  • Average response time for critical problems in client operation: 1 hour until the first response

VTEX Account Manager

For the Business, Corporate and Enterprise plans, customers also have an Account Manager, who is part of the VTEX support team. Their responsibilities vary according to the hired plan.

Business Account Manager

  • Manages tickets to ensure SLA response.
  • Main questions answered: doubts about the operation and critical problems.
  • Account Managers shared with other VTEX stores.
  • Users authorized to contact the Account Manager: 1

Corporate Account Manager

  • Manages tickets to ensure SLA response.
  • 24x7 access to the Account Manager via telephone for critical problems.
  • Main questions answered: doubts about the operation and critical problems.
  • Assigned (but shared) Account Manager and support team.
  • Users authorized to contact the Account Manager: 2

Enterprise Account Manager

  • Manages tickets to ensure SLA response.
  • 24x7 access to the Account Manager via telephone for critical and day-to-day operation issues.
  • Doubts about the operation, critical problems and general guidelines about the platform.
  • Account Manager and support team dedicated and proactive, but not exclusive. The team offers insights about the platform and personalized advice for client development.
  • Users authorized to contact the Account Manager: 3

Additional services on request

According to customer needs and the business scenario, VTEX can offer additional services to customers, to be hired separately, such as:

  • Lower tcket first response time;
  • Improved 24x7 emergency support;
  • Greater number of users authorized to contact the Account Manager;
  • Multiple regions and languages.

For more information, contact the VTEX sales team at www.vtex.com.

VTEX Help

VTEX Help is available to all customers. There you can find all the platform documentation, How To's, FAQs and concepts.

VTEX Community

In our Community, customers can post their questions, suggestions, opinions and ideas related to VTEX platform. The Community will be ready to respond to the topics at any time.

Real-time monitoring

VTEX values the transparency of technical information on the platform. Therefore, we provide two channels for you to monitor the platform, which can be done in real time. The Healthcheck panel shows which modules are experiencing instability, and the Status page reports on system incidents.

Ticket System

The official communication with VTEX team is carried out through the ticketing system. To further undestand how to use this system, check the article Opening tickets to VTEX support.

Once opened by the customer, the ticket is automatically directed to the support team that serves that specific store.

Through this system, it is possible to track all tickets and response times.

When a ticket is marked resolved, the customer will be asked by email to indicate their level of satisfaction and include any comments related to our service. We are grateful for any feedback as this will help us improve our support.


Important considerations:

  • A critical platform problem could mean that: VTEX platform is out of the air or an incident caused by the platform is impacting the stores sales. In this case, VTEX will take all reasonable steps to resolve the situation as soon as possible. Communication with customers and partners will be done through the channel status.vtex.com.
  • Based on the severity of the case, VTEX will make the maximum effort possible to comply with the aforementioned deadlines. Business hours are considered from 9:00 am to 6:00 pm in the client's region, except holidays and weekends.
  • Support by telephone will be carried out during business hours, in the client's country, except holidays and weekends. Business hours are considered from 9:00 am to 6:00 pm.
  • Critical issues and critical tickets mean that the store is facing impact on sales. VTEX will make every effort to meet the deadlines described in this article in order to address these issues.
  • The numbers of users authorized to contact VTEX Account Managers should be considered per operation. If the customer has more than one store, the value of the support and the scope of work may be different. For further information, contact the VTEX sales team at www.vtex.com.
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