Support Plans
There are currently four commercial plans in VTEX. For each of these plans, we offer a different level of support.
01On Demand / Business
02Corporate
03Enterprise
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, monitoring and support services:
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 and day-to-day operation issues.
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
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