Magnolia Support Services
Basic Support
Every Magnolia license comes with product support from the DX Core support team. Response times and scope are based on the Service-level Agreement (SLA) in place. Our support ticketing system is powered by JIRA and available 24/7, enabling you to report product-related issues or bugs right away.
Read through comprehensive module descriptions, follow step-by-step guidelines and read the latest release notes as part of our open and accessible documentation.
Dedicated Assistance
Additional support engineers or a solution architect may be requested in case of urgency.
Magnolia allocates a dedicated expert who works exclusively on your current challenges to resolve issues promptly and without interruption.
To request dedicated support, you can contact your local Customer Success Manager / Account Manager.
How to Ask for Support
On-Premises
Need assistance with Magnolia?
If you have a support contract with Magnolia, you can enter support requests via the SUPPORT project in our issue tracking system Jira.
If you don’t have a support contract, you can still find help from our mailing lists and wiki.
More details about on-premises support options can be found in our documentation.
Cloud
Need help with your cloud deployment of Magnolia?
You can enter your support requests into our Magnolia Cloud Helpdesk. You can also get precious help from the Cloud knowledge base, our newsletter, and wiki.
More details about support for Magnolia cloud customers can be found in our documentation.
Maintenance Policy
Magnolia publishes major releases once per year and maintenance releases several times per year. Major releases are usually upgrades that provide new functionality. Maintenance releases are usually updates that fix bugs or security issues.
Details of the Magnolia maintenance release policy can be found in our documentation.
Service Level Agreements
Magnolia’s service level agreements are flexible. Start from basic coverage during normal working hours or scale up to full support 24 hours a day, 7 days a week.
Disclaimers
Service Level Agreements might be country or product-specific. Contact your local Customer Success Manager / Account Manager for a personalized offer.
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