HERE Support Plans
Choose one of our Support Plans designed to match your specific business needs
– from our self-serve to our Premium Success
| Description | Free | Developer | Essential | Advanced | Premium | Premium Success |
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| Self-serve | For developers on the Platform Base Plan | For business | For business | For business | For business | |
| Monthly Fee Charged at greater of minimum monthly fee or 9% of license fees (excludes Developer). |
$45/mo | Greater of 9% or $450/mo |
Greater of 9% or $2,000/mo | Request quote | Request quote | |
| Documentation & community support Access to online documentation, tutorials, knowledge base and communities. |
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System health status1 Ability to subscribe to notifications via user profile |
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Proactive alerts |
Proactive alerts |
Proactive alerts |
Proactive alerts |
Proactive alerts |
| Customer support portal
Access to HERE online support portal / ticketing system to create and manage tickets. |
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| Technical support for multiple users
Access to support channels for multiple named contacts as designated by customer. |
1 user |
5 users |
10 users |
Unlimited users |
Unlimited users |
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| Response times HERE technical support team will respond to customers' request within the corresponded targets. Response in English. |
72 hours2 |
12 hours |
6 hours |
4 hours |
4 hours |
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| Technical support hours / coverage Standard business-hour support: Monday - Friday, 8:00am - 5:00pm customer local time. Excludes regional holidays. 24x5 support for Advanced and Premium customers. |
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24x5 support |
24x5 support |
24x5 support |
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| Technical support in local language Local languages to the extent available in regions. |
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| Authorized technical contact Access to an authorized technical contact who is familiar with customer organization and provides escalation management and customer advocacy. |
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| Quarterly reviews Support services review online meeting and / or as part of QBRs. |
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| Incident management1 Acknowledgement and resolution of incident reports within targets, depending on priority. Support is available in English, 24x7x365. |
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| Service reports1 A monthly report for the services covered under the SLA. |
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Custom |
Custom |
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| Service credits1 Eligibility to claim services credits in the event that service availability targets for applicable products are not met, and the customer meets obligations. |
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| Escalation support1 Access to phone and email escalation support when response times have been exceeded. |
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| Root cause analysis1 Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request. |
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| Onboarding Services Up to 7 days of premium onboarding support with a designated Onboarding Engineer (OE), executing on a tailored onboarding plan to enable customers to successfully adopt the licensed HERE products / services. |
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| Designated Customer Success Manager (CSM) Designated CSM to assist with success planning, adoption guidance and proactive support of HERE products / services throughout the customer lifecycle. |
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1Applies to the services and APIs listed here as available through HERE platform. See applicable HERE SLAs.
2 Applies only to first 5 tickets per month
Onboarding Services
Choose one of our Onboarding Services options to enable you to use and successfully adopt the HERE products and services, accelerating your time to value
| Onboarding Services | Description | Fees1 |
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Standard |
Up to 2 days of standard onboarding support to enable customers to use and successfully adopt the licensed HERE products / services. Includes guidance to a solid understanding of HERE solutions and recommended practices in integrating these solutions (focus on technical onboarding). Delivery period: 45 days from purchase/contract signature |
$4,375 |
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Premium |
Up to 7 days of premium onboarding support with a designated Onboarding Engineer (OE) to enable customers to use and successfully adopt the licensed HERE products / services. Includes onboarding process orchestration with a tailored onboarding plan, guiding customers through development, integration and go live. Delivery period: 90 days from purchase/contract signature |
$15,000 |
1Fees are one-time, billed at the start of the agreement term.