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Support Plans

HERE Technical Support is available with four tiered options to customers.

Free, Essential, Advanced and Premium levels, as defined below.

Feature Description Free Essential Advanced Premium
   

Self-serve

For Business

For Business

For Business

Documentation & community support

Access to online documentation, tutorials, knowledge base and communities.

System health status Access to system status page 24/7
Proactive Alerts

Proactive Alerts

Proactive Alerts

Customer support portal

Access to HERE online support portal / ticketing system to create and manage tickets.

 

Technical support for multiple users

Access to support channels for multiple named contacts as designated by customer.

 


5 users


10 users


Unlimited users

Response times

HERE technical support team will respond to customer’s request within the corresponded targets. Response in English

 


12 hours

6 hours


4 hours

Technical support hours / coverage

Standard business-hour support, Monday – Friday,
8:00 am – 5:00 pm customer local time.

Excludes regional holidays

24 x 5 support for Advanced and Premium customers.

 

24 x 5 

support


24 x 5 support

Technical support in local language

Local languages to the extent available in regions.

     

Authorized technical contact

Access to an authorized technical contact who is familiar with customer organization and provides escalation management and customer advocacy.

     

Quarterly reviews

Support services review online meeting and / or as part of QBRs.

     

Incident management

Acknowledgement and resolution of incident reports within the following targets, depending on priority:

 

Priority 1 - Critical

  • Response: < 15 minutes
  • Resolution: < 120 minutes

Priority 2 - High

  • Response: < 15 minutes
  • Resolution: < 240 minutes

Priority 3 - Medium

  • Response: < 120 minutes
  • Resolution: < 5 business days


Targets for resolution are measured as median time to repair over a month. Support is available in English, 24 x 7 x 365.

   

Service reports

A monthly report for the services covered under the SLA.

 


Custom

Service credits Eligibility to claim service credits in the event that service availability targets for applicable products are not met, and the customer meets obligations.    

Escalation support

Access to phone and email escalation support when response times have been exceeded.

   

Root cause analysis

Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request.

     

Add-on services

Orientationcontact HERE Sales team for more information

     

 

User Testingcontact HERE Sales team for more information

     

 

Advisorycontact HERE Sales team for more information