A list of support options PowerSync offers to its customers for the Magento and Salesforce Integration
M+SF Integration upgrade and support standards
Adobe Commerce releases new versions quarterly. PowerSync support covers reported issues for the last four versions of Adobe Commerce (you must upgrade Magento/Adobe Commerce at least once a year).
Adobe Commerce + Salesforce Integration is updated several times a week. The Standard is for you to upgrade our integration at least quarterly.
IMPORTANT: If you report issues that fall outside of what is listed above, the ongoing support will become billable.
Basic Support Tier
- FREE Upgrades
- Access to self-service Customer Support Portal
- Support windows
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Mon - Friday (6am - 3pm CST)
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- Response SLA's
- up to 14 days
Bronze Support Tier
Everything from Basic, plus...
- Access to our Customer Support Portal via ClickUp
- The support windows remain the same
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Response SLA's
- Annual review of the sync queue & errors
- Annual data & integration statistics report
- Quarterly Integration Upgrade Consultation
- After upgrading the integration solution, PowerSync will:
- PowerSync will conduct tests on a Staging environment
- Product synchronization tests
- Customer synchronization tests
- Order synchronization tests
- All above tests are aimed at confirming that the integration is working
- Your team will be responsible for testing all necessary business flows and scenarios across all environments as you see fit
- PowerSync will conduct tests on a Staging environment
Silver Support Tier
Everything from Bronze, plus...
- Dedicated Slack channel & access to Email support
- Support windows
- Weekdays (excluding weekends and major US holidays)
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Response SLA's
- Semi-annual review of the sync queue & errors
- Semi-annual data & integration statistics report
- After upgrading the integration solution, in addition to standard tests, PowerSync will:
- PowerSync will conduct tests on up to two environments (usually Prod and Staging)
- PowerSync will also conduct synchronization tests on all other objects that are a part of your integration
- Your team will still be responsible for testing all necessary business flows and scenarios across all environments as you see fit
Gold Support Tier
Everything from Silver, plus...
- Phone & Zoom support calls
- A dedicated support specialist
- Support windows
- Weekdays (excluding weekends and major US holidays)
- Response SLA's
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Quarterly review of the sync queue & errors
- Quarterly data & integration statistics report
- Monthly Integration Upgrade Consultation
- After upgrading the integration solution, in addition to standard tests, PowerSync will:
- PowerSync will still conduct tests on up to three environments (usually Prod, Pre-Prod, and Staging)
- PowerSync will use go-live playbooks created during the onboarding effort to test all documented business flows, automation, and scenarios.
If no such playbook was created, PowerSync will create one for you upon request.
Platinum Support Tier
Everything from Gold, plus...
- Support windows
- In addition to the 24-hour support during the week, PowerSync will support your business operations over the Weekend
IMPORTANT: Slack or email support only for Critical issues and questions
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Response SLA's
- Weekly review of the sync queue & errors
- Weekly data & integration statistics report
- After upgrading the integration, PowerSync will conduct thorough tests covering (all required environments)
- Full regression testing is conducted in Pre-Prod, Staging, and Prod environments for every release
- Ongoing maintenance of reports and dashboards for the business team(s)
- Fractional CTO services and monthly reports that are aimed at reducing operational overhead for the business through automation