HERE Support Plans

HERE have a total of 5 HERE Support Plans available as below:

1. Developer

2. Essential

3. Advanced

4. Premium

5. Premium Success

1. Developer Support Plan - It is for developers on the Platform Base Plan which includes 50$/month monthly fee, Access to documentation, Proactive alerts for HERE Services and Applications, Access to the Customer Support portal/ticketing system to create and manage tickets, Technical Support for only 1 User, 72 hours Response time, Technical support coverage will be provided only for Standard business-hours (Monday - Friday, 8:00 am - 5:00 pm customer local time).

2. Essential Support Plan - It is for Business needs and includes a greater of 9% or $495 per month monthly fee, Access to documentation, Proactive alerts for HERE Services and Applications, Access to the Customer Support portal, Technical Support up to 5 Users, 12 hours Response time, Technical support coverage will be provided only for Standard business-hours (Monday - Friday, 8:00 am - 5:00 pm customer local time), Service Reports under SLA.

3. Advanced Support Plan - It is for Business needs and includes a greater of 9% or $2200 per month monthly fee, Access to documentation and community support, Proactive alerts for HERE Services and Applications, Access to Customer Support portal, Technical Support upto 10 Users, 6 hours Response time, 24x5 Technical support coverage, Incident Management, Service Reports under SLA, Services credits for applicable products which are not met and in case of any customer obligations, Escalation Support.

4. Premium Support Plan - It is for Business needs, Monthly Fee can be provided on request, and Access to documentation and community support, Proactive alerts for HERE Services and Applications, Access to the Customer Support portal, Technical Support for unlimited Users, 4 hours Response time, 24x5 Technical support coverage, Local language support, Dedicated Technical contact, Quarterly Reviews, Incident Management, Custom Service Reports, Services credits for applicable products which are not met and in case of any customer obligations, Escalation Support, Root Cause Analysis report for any Priority 1 or 2 incidents upon request.

5. Premium Success Support Plan - This includes all the services and support that are in the Premium Support Plan. Additionally, this plan includes Onboarding Services up to 7 days of premium onboarding support with a designated Onboarding Engineer who ensures that customers successfully adopt the licensed HERE products/services at $16,500 (Delivery period: 90 days from purchase/contract signature). Also, this plan includes a Designated Customer Success Manager (CSM) to assist with success planning, adoption guidance, and proactive support of HERE products/services throughout the customer lifecycle.

Refer link for more details.

The support Engineer needs to provide 1st answer in the case, fulfilling the SLAs below :

Note: For business needs customers should fill out the contact form to get in touch with our sales team. If a customer would like to have a swift onboarding then please ask for onboarding packages from the sales executive.