GEMS Plans

There's a plan that's right for you.

About GEMS Plans

All subscription-based GEMS plans include a comprehensive set of baseline services and active site monitoring, while adding full technical application and business support for customizations on your implementation—a unique service not available from any other provider.

As plan levels increase, so do the number of support hours, client touch points and Intensive Support services. See the technical support information page for complete information on support features, performance metrics and service response times.

Each Plan Includes

All-inclusive, 24/7/365 subscription-based support options for Magento Enterprise, Professional and Community users

Support for any Magento store, no matter who did the build and customizations

IT and Business User support (real help for those that use the system the most)

A centralized Customer Support Portal (CSP), providing integrated issue and task tracking and account statistics built on the OTRS::ITSM framework

Best-in-class service based on the industry standard ITSM framework

Rapid issue response; skilled development support

Affordable, proactive on-going support; peace of mind you can't afford to be without

Bronze

15 hrs $1,750/month

Silver

30 hrs $2,500/month

Gold

60 hrs $4,000/month

Diamond

125 hrs $7,000/month

Technical Support

Resolution of technical and application issues:

  • Full or partial outage recovery

  • Emergency bug fixes

  • Assistance with import and export

  • Integration trouble shooting

Business User Support

  • Merchandising and promotion setup

  • Content uploading and formatting

  • Magento reporting

  • Analytics interpretation

  • Magento administrative configuration

Details

  • 15 hours of support per month; unlimited issues

Pricing

  • $1,750 per month, plus a one-time setup fee of $1,000

Features

  • All-inclusive, 24/7/365 subscription-based support options for Magento Enterprise, Professional, Community and Demandware users

    • Help desk with email, online ticket, and phone support within pre-defined SLA's

    • Infrastructure uptime and performance monitoring

    • Magento site uptime and performance monitoring

    • Support system and portal monitoring: availability management, bug fixes, and ongoing maintenance (version upgrades, backups, cleanup, etc.) within pre-defined Service Level Agreements (SLA's)

    • Systems and application support within pre-defined SLA's

  • Access to Help Desk personnel with the appropriate skill sets to address specific site issues

  • Real-time and historical site availability and performance statistics

  • Event-triggered customer alerts on selected metrics, such as page availability, load times, infrastructure and site errors, etc.

  • Customer Service Portal (CSP) for automatic issue tracking, skill and schedule-based routing and updates

Intensive Support

Features
Deliverables

Account Management

  • Live monitoring of high risk issues

  • Rapid issue response/resolution, accessible by email and the Customer Service Portal.

Focus Areas

  • Issue management coordination, escalation and resolution

  • Study peaks and trends in traffic and performance patterns

Account Management

  • 24x7 account team access
    (priority 4 & 5 issues only after standard business hours).

  • Daily issue/status updates and prioritization (accessed through the CSP)

Daily

  • Prioritization of bugs

  • Site monitoring

  • Event-triggered system alerts

Technical Support

Resolution of technical and application issues:

  • Full or partial outage recovery

  • Emergency bug fixes

  • Assistance with import and export

  • Integration trouble shooting

Business User Support

  • Merchandising and promotion setup

  • Content uploading and formatting

  • Magento reporting

  • Analytics interpretation

  • Magento administrative configuration

Details

  • 30 hours of support per month; unlimited issues

Pricing

  • $2,500 per month, plus a one-time setup fee of $1,000

Features

  • Customer Service Portal (CSP) for automatic issue tracking, skill and schedule-based routing and updates

  • Access to Help Desk personnel with the appropriate skill sets to address specific site issues

  • All-inclusive, 24/7/365 subscription-based support options for Magento Enterprise, Professional, Community and Demandware users

    • Help desk with email, online ticket, and phone support within pre-defined SLA's

    • Infrastructure uptime and performance monitoring

    • Magento site uptime and performance monitoring

    • Support system and portal monitoring: availability management, bug fixes, and ongoing maintenance (version upgrades, backups, cleanup, etc.) within pre-defined Service Level Agreements (SLA's)

    • Systems and application support within pre-defined SLA's

  • Event-triggered customer alerts on selected metrics, such as page availability, load times, infrastructure and site errors, etc.

  • Real-time and historical site availability and performance statistics

Intensive Support

Features
Deliverables

Account Management

  • Live monitoring of high risk issues

  • Rapid issue response/resolution, accessible by email and the Customer Service Portal.

Focus Areas

  • Issue management coordination, escalation and resolution

  • Study peaks and trends in traffic and performance patterns

Account Management

  • 24x7 account team access
    (priority 4 & 5 issues only after standard business hours).

  • Daily issue/status updates and prioritization (accessed through the CSP)

Daily

  • Prioritization of bugs

  • Site monitoring

  • Event-triggered system alerts

Quarterly

  • Core architectural change review

  • Performance metrics assessment report

Technical Support

Resolution of technical and application issues:

  • Phone support, in addition to email and CSP issue logging/tracking

  • Full or partial outage recovery

  • Assistance with import and export

  • Emergency bug fixes

  • Integration trouble shooting

Business User Support

  • Phone support, in addition to email and CSP issue logging/tracking

  • Site Analytics Review

  • Site SEO Review

  • Merchandising and promotion setup

  • Content uploading and formatting

  • Magento reporting

  • Analytics interpretation

  • Magento administrative configuration

Details

  • 60 hours of support per month; unlimited issues

Pricing

  • $4,000 per month, plus a one-time setup fee of $1,000

Features

  • All-inclusive, 24/7/365 subscription-based support options for Magento Enterprise, Professional, Community and Demandware users

    • Help desk with email, online ticket, and phone support within pre-defined SLA's

    • Infrastructure uptime and performance monitoring

    • Magento site uptime and performance monitoring

    • Support system and portal monitoring: availability management, bug fixes, and ongoing maintenance (version upgrades, backups, cleanup, etc.) within pre-defined Service Level Agreements (SLA's)

    • Systems and application support within pre-defined SLA's

  • Access to Help Desk personnel with the appropriate skill sets to address specific site issues

  • Real-time and historical site availability and performance statistics

  • Event-triggered customer alerts on selected metrics, such as page availability, load times, infrastructure and site errors, etc.

  • Customer Service Portal (CSP) for automatic issue tracking, skill and schedule-based routing and updates

  • Application Engineering Support – available to perform Magento version upgrades, as well as Magento and Demandware extension installations, customizations, integrations with third-party systems and services, development of additional features and other enhancements and modifications

  • Business Analyst Support – available to perform periodic site performance reviews, market trends analysis, process consulting, and other tasks related to the business functionality of the site

Intensive Support

Features
Deliverables

Account Management

  • Live monitoring of high risk issues

  • Rapid issue response/resolution, accessible by email and the Customer Service Portal.

Focus Areas Gold

  • Issue management coordination, escalation and resolution

  • Study peaks and trends in traffic and performance patterns

  • Quarterly stakeholder meetings

Account Management

  • 24x7 account team access
    (priority 4 & 5 issues only after standard business hours).

  • Daily issue/status updates and prioritization (accessed through the CSP)

Daily

  • Prioritization of bugs

  • Site monitoring

  • Event-triggered system alerts

Quarterly

  • Site Analytics Review

  • SEO Review

  • Stakeholder meetings to review goals, challenges and current implementation plans

Technical Support

Resolution of technical and application issues:

  • Dedicated Account Manager providing on-going support to both IT and Business Users

  • Phone support, in addition to email and CSP issue logging/tracking

  • Full or partial outage recovery

  • Emergency bug fixes

  • Assistance with import and export

  • Integration trouble shooting

Business User Support

  • Phone support, in addition to email and CSP issue logging/tracking

  • Site SEO Review

  • Site Analytics Review

  • Merchandising and promotion setup

  • Analytics interpretation

  • Content uploading and formatting

  • Magento administrative configuration

  • Magento reporting

Details

  • 125 hours of support per month; unlimited issues

Pricing

  • $7,000 per month, plus a one-time setup fee of $1,000

Features

  • All-inclusive, 24/7/365 subscription-based support options for Magento Enterprise, Professional, Community and Demandware users

    • Help desk with email, online ticket, and phone support within pre-defined SLA's

    • Infrastructure uptime and performance monitoring

    • Magento site uptime and performance monitoring

    • Support system and portal monitoring: availability management, bug fixes, and ongoing maintenance (version upgrades, backups, cleanup, etc.) within pre-defined Service Level Agreements (SLA's)

    • Systems and application support within pre-defined SLA's

  • Access to Help Desk personnel with the appropriate skill sets to address specific site issues

  • Real-time and historical site availability and performance statistics

  • Event-triggered customer alerts on selected metrics, such as page availability, load times, infrastructure and site errors, etc.

  • Customer Service Portal (CSP) for automatic issue tracking, skill and schedule-based routing and updates

  • Application Engineering Support – available to perform Magento version upgrades, as well as Magento and Demandware extension installations, customizations, integrations with third-party systems and services, development of additional features and other enhancements and modifications

  • Business Analyst Support – available to perform periodic site performance reviews, market trends analysis, process consulting, and other tasks related to the business functionality of the site

Intensive Support

Features
Deliverables

Account Management Diamond

  • Issues assigned directly to a GEMS Account Manager, who will drives issues to resolution

  • Live monitoring of high risk issues

  • Rapid issue response/resolution, accessible by email and the Customer Service Portal.

Focus Areas Diamond

  • Issue management coordination, escalation and resolution

  • Study peaks and trends in traffic and performance patterns

  • Quarterly stakeholder meetings

  • Annual service review and application planning

Account Management

  • 24x7 account team access
    (priority 4 & 5 issues only after standard business hours).

  • Daily issue/status updates and prioritization (accessed through the CSP)

Daily

  • Prioritization of bugs

  • Site monitoring

  • Event-triggered system alerts

Quarterly

  • Site Analytics Review

  • Configuration suggestions

  • Site performance consulting

  • Site recommendations

  • SEO Review

  • Core architectural change review

  • Executive Summary Report - build a plan for the future to meet your business and IT needs

  • Product roadmap consultation - learn about what is planned for future releases

Yearly

  • Annual review by Executive Sponsorship (for Magento sites)

  • Inclusive Add-on: Upgrade analysis package

  • Inclusive Add-on: Site performance analysis

  • Annual site technical review

Contact Us

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sales@gorillagroup.com

Contact

Business Development

+1.888.601.2091