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HERE Technologies LogoHERE
HERE Technologies LogoHERE

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.

Incident management1

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.

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.

Service reports1

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.