Sitecore is a very powerful solution, which is tied into some of your most critical business systems. Your digital presence. Your ecommerce store. Your ERP System. Your CRM. When something goes wrong it can be difficult to pin point exactly where the issue is, and every minute your environment is down can cost you significantly. It can take your own staff a long time to go through the problem resolution process. Even some Sitecore partners can get stumped by some of the problems they run into. That’s why customers and partners call us.
We’ve helped resolve some of the toughest Sitecore challenges, and helped augment and mentor other Sitecore partners’ teams to ensure that they can solve their customer’s toughest problems. Fast.
With each problem resolution we provide a full root-cause analysis and post mortem, which is added to our robust knowledgebase. The knowledgebase can be used to train your Sitecore team or as a self-service to resolve similar problems in the future and thus reduce your support costs over time.
Front-line support persons at TechGuilds are available as determined by the client's needs and historical incident volume. Support can be provided by phone, e-mail or via our online ticketing system, 24/7/365 and at various service levels. Below are our default service level targets.
Severity |
Response Time |
Resolution Time |
SLA Target |
Level 1 |
30 minutes |
4 hours |
90% |
Level 2 |
1 hour |
8 hours |
85% |
Level 3 |
1 business day |
2 business days |
85% |
Level 4 |
2 business days |
5 business days |
85% |
Hopefully, you won’t need us. But if you do – our support hotline is 647-317-4118.
To request a free consultation or Support Service quote please complete the form below.