The right level of support for your business

Our Support & Maintenance Agreements are designed to help you operate your Sitemule software with confidence, keep your environment up to date, and get the right level of assistance when you need it.

All customers who purchase or subscribe to Sitemule software are covered by a Support & Maintenance Agreement. You can choose between three service levels - Sitemule Basic, Sitemule Business, and Sitemule Corporate - depending on how critical the software is to your daily operations, business continuity, and disaster recovery strategy.

As your needs grow, the service level can grow with you.

Support

Our services are designed to help your team get the best possible experience from Sitemule software.

Support is available during normal business hours by phone, email, and, when required, remote assistance. Our team helps resolve technical questions and product-related issues efficiently and provides guidance on the software's operation and functionality.

Support typically includes:

• Guidance on product operation and configuration

• Clarification of features and functionality

• Assistance with product-related error messages

• Resolution of issues where the software does not operate as described in the documentation

• Guidance on functionality that may require additional explanation

To ensure you benefit from the latest improvements, corrections, and security updates, installing the most recent software release may occasionally be recommended or required as part of resolving a support case.

Standard support covers the Sitemule software as delivered. Assistance related to third-party systems, hardware, or customer-specific integrations can also be provided when separately agreed or through our professional services.

Maintenance

Ensures that your Sitemule software continues to evolve alongside your business. Customers benefit from ongoing software updates, enhancements, bug fixes, performance improvements, and new functionality. New releases may improve speed, efficiency, usability, reliability, security, and overall product capabilities.

Our development roadmap is shaped by continuous product development as well as the experience and feedback gathered across hundreds of customer environments. As a result, every customer benefits from improvements inspired by a broad range of real-world use cases, operational requirements, and evolving business needs.

Please also refer to section "Services Explained" at the bottom of the page. Here you will et a detailed walk through of all services throught our service packages.

Choose the Right Service Level

Our service levels are designed around different operational requirements. For organizations where Sitemule supports important business processes, integrations, or business continuity, we recommend Sitemule Business as the preferred service level. Organizations with more complex environments, development requirements, or a need for ongoing expert involvement can choose Sitemule Corporate.

Sitemule Basic

Essential support and maintenance

Sitemule Basic provides the core services required to install, operate, maintain, and keep your Sitemule software up to date. 

Included:

• Support

• Pre-Analysis

• Installation & Setup

• Bug Fixes

• Yearly Release Update

Best suited for: Organizations with straightforward environments and limited operational dependency on the platform.

Sitemule Business

Proactive support for business-critical environments

Sitemule Business adds proactive monitoring, regular reviews, security guidance, and access to our specialists.

It is designed for organizations where the Sitemule Platform plays an important role in daily operations, integrations, or business continuity.

Included:

• Everything in Sitemule Basic

• 24/7 Monitoring

• Quarterly Status Meetings

• Yearly Security Review

• Access to Experts & Professionals

Best suited for: Organizations that rely on Sitemule for important business processes and want a proactive relationship with our support and technical teams. Recommended service level for most customers. 

Sitemule Corporate

Comprehensive support and expert partnership

Sitemule Corporate provides our highest level of service and is designed for organizations with business-critical environments, complex integrations, or ongoing development requirements.

In addition to proactive operational support, Corporate customers receive dedicated access to technical expertise and professional services.

Included:

• Everything in Sitemule Business

• Yearly Development Review

• 20-hour annual Technical Expert Retainer

• Rollover of unused retainer hours, up to 40 hours

Best suited for: Organizations with complex or business-critical Sitemule environments that require close access to senior technical expertise and ongoing professional services.

Legacy Service Level

Our previous Legacy service level is being phased out because it no longer reflects our recommended approach to software support, maintenance, security, and operational continuity.

Legacy agreements traditionally include:

• Support

• Bug fixes

• Access to new software releases

Customers currently using the Legacy level are encouraged to move to one of the current service levels. For most organizations, we recommend Sitemule Business, as it combines software maintenance with proactive monitoring, security reviews, regular follow-up, and direct access to our experts.

More Than Support

A Sitemule Support & Maintenance Agreement is more than access to technical assistance. It provides an ongoing relationship with the people who develop, maintain, and support the platform.

From installation and everyday operation to security, upgrades, monitoring, development guidance, and long-term optimization, our goal is to help you get the greatest possible value from your Sitemule investment throughout its lifecycle.