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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 needs
– from our self-serve to our Premium Success

Description Free Developer Essential Advanced Premium Premium Success
  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.

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
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.

 
1 user

5 users

10 users

Unlimited users

Unlimited users
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
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
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 management1
Acknowledgement and resolution of incident reports within targets, depending on priority. Support is available in English, 24x7x365.
     
Service reports1
A monthly report for the services covered under the SLA.
   
Custom

Custom
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.
     
Escalation support1
Access to phone and email escalation support when response times have been exceeded.
     
Root cause analysis1
Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request.
       
Onboarding Services
Dedicated 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.
         
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.
         

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

Standard

Dedicated 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

Premium

Dedicated 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.