Support Offerings

Included with every Active Commerce maintenance contract is access to our online Help Center, where Certified Developers can submit support tickets for product installation and implementation issues. Active Commerce also offers packaged and custom enablement services to solution partners as well as clients. 

  • Right Track Package

    The best way to ensure a successful project is through proper planning and setup. Our Right Track Package includes up to fifty (50) hours of consulting time and is designed to assist you with all critical aspects of the up-front functional / technical discovery and design related to your Active Commerce implementation.


    • Up to two certified developer trainings
    • Kickoff call to review project requirements, scope, and timeline
    • Product data model discovery
    • Integration and extension discovery
    • Design / skinning discovery
    • Deployment architecture discovery
    • Bi-weekly check-ins during project to review implementation status and pain points

    Example Deliverables

    • Product data model diagram
    • Integration / data flow diagram
    • Integration / extension POC code


    $12,500 USD

  • Standard Support

    Standard Support includes access to our online Help Center – an all-in-one resource for Active
    Commerce troubleshooting and education. Fully searchable, the Help Center includes a knowledge base, code examples, documentation and a community portal where you can ask product and implementation-related questions.

    Standard Support Includes

    • Active Commerce download, installation and licensing questions
    • Active Commerce upgrade and migration questions
    • Active Commerce scaling and deployment issues
    • Basic configuration questions
    • How to utilize and implement out of the box features
    • General direction on implementing simple product extensions
    • Product-level exceptions, software issues
    • Supported 3rd party integrations
    • API usage questions (front-end and domain layer)


    Included as part of the Active Commerce 20% annual maintenance fee.

  • Premium Support

    Premium Support extends the range of services and issue resolution that comes with Standard Support. With Premium Support, you will receive assistance with custom development, custom integration issues, and more.

    Premium Support Services

    • Debugging issues in custom skins
    • Custom and unsupported integrations
    • Working / debugged sample code
    • Sitecore configuration or API issues
    • Sitecore scaling and deployment issues
    • Hosting or environment-specific issues
    • Escalated support ticket assistance during development (via web meeting) can be scheduled by emailing your support contact.
    • Weekly email reports on remaining available implementation support hours


    $10,000 USD per 50 hour block of time


Use our Help Center to find product documentation, code samples, knowledge base articles, and submit support tickets.