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). | $50 /mo | Greater of 9% or $495/mo | Greater of 9% or $2200/mo | Request quote | Request quote | |
| Documentation & community support Access to online documentation, tutorials, knowledge base and communities. |  | | | | | |
System health status1 Ability to subscribe to notifications via user profile | |
|
|
|
|
|
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. |
|
|
|
|
| |
| Response times HERE technical support team will respond to customers' request within the corresponded targets. Response in English. |
|
|
|
|
| |
| 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. | | |
|
|
| |
| 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. | | |
|
| ||
| 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 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. | | |||||
| 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 |
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.