HERE Support Services
Choose one of our Support Plans and Onboarding Services to enable you with HERE products / services.
HERE Support Plans
Choose one of our Support Plans designed to match your specific business need
– from Developer Plan to our Premium Success Offering.
Enterprise Plans | |||||
Description | Premium Success | Premium | Advanced | Essential | Developer |
For business | For business | For business | For business | For developers on the Platform Base Plan | |
Monthly Fee Charged at greater of minimum monthly fee or 9% of license fees (excludes Developer). | Request quote | Request quote | Greater of 9% or $2200/mo | Greater of 9% or $495/mo | $50 /mo |
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. | |||||
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. | |||||
Root cause analysis1 Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request. | |||||
Quarterly reviews Support services review online meeting and / or as part of QBRs. | |||||
Authorized technical contact Access to an authorized technical contact who is familiar with customer organization and provides escalation management and customer advocacy. | |||||
Technical support in local language Local languages to the extent available in regions. | |||||
Acknowledgement and resolution of incident reports within targets, depending on priority. Support is available in English, 24x7x365. | |||||
Escalation support1 Access to phone and email escalation support when response times have been exceeded. | |||||
Eligibility to claim services credits in the event that service availability targets for applicable products are not met, and the customer meets obligations. | |||||
A monthly report for the services covered under the SLA. | Custom | Custom | |||
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. | 24x5 support | 24x5 support | 24x5 support | ||
Response times HERE technical support team will respond to customers' request within the corresponded targets. Response in English. | 4 hours | 4 hours | 6 hours | 12 hours | 72 hours2 |
Technical support for multiple users Access to support channels for multiple named contacts as designated by customer. | Unlimited users | Unlimited users | 10 users | 5 users | 1 user |
Customer support portal Access to HERE online support portal / ticketing system to create and manage tickets. | |||||
System health status1 Access to HERE Services and Applications Health via status page 24x7 Ability to subscribe to notifications via user profile | Proactive alerts | Proactive alerts | Proactive alerts | Proactive alerts | Proactive alerts |
Documentation & community support Access to online documentation, tutorials, knowledge base and communities. |
1Applies to the services and APIs listed here as available through HERE platform. See applicable HERE SLAs.
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 |
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 | $4,813 |
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 | $16,500 |
1Fees are one-time, billed at the start of the agreement term.
