Support overview
Our support, your value
With our software subscriptions, you benefit from all updates (including both security fixes and new features), comprehensive service, short reaction times and many other perks. Signing up for a subscription protects your investment for the long term and guarantees your system is always up-to-date. The Shopware product line offers a variety of tailor-made subscriptions—you choose the model that best fits your unique business needs. Subscriptions are reserved exclusively for commercial versions of Shopware.
Subscriptions can be booked through your Shopware Account—the only thing that stands between you and complete coverage is one click of a button.
Customers of Professional or Professional Plus licenses receive a 12-month, inclusive Silver Subscription. Customers of Enterprise licenses must also conclude a separate, mandatory Diamond Support contract.
| Silver Subscription | Gold Subscription | Platinum Subscription | |
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| Price per month (annual payment cycle) | 49 € * | 99 € * | 249 € * |
| Minimum term** | 12 months | 12 months | 12 months |
| Access to major updates (software generation change - i.e. version 4.0 to 5.0) |
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| Access to minor updates (release cycle 3-4 months - i.e. version 5.0.0 to 5.1.0) |
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| Access to patch releases (release cycle 4-8 weeks - i.e. version 5.1.1 to 5.1.2) |
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| Access to security updates (critical, security relevant hotfixes) |
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| Access to Premium Plugin updates (additional Premium Plugin Subscriptions are not required) |
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| Community Forum (English and German) | |
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| Shopware Feature Subscription*** | |
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| Emergency bug fixes (solution within 24 hours) |
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| Reaction time | 3d | 1d | 4h |
| Email support M-F, 10AM-5PM (CET) |
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| Telephone support (callback) M-F, 10AM-5PM (CET) |
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| Email/telephone support (emergency****) M-F, 10AM-8PM (CET) |
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| Written developer support | |
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| Free initial installation with a certified hosting partner | |
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Important information about software subscriptions
Subscriptions cannot be booked for the Community Edition. Customers with a Professional Edition can choose from either the Silver or Gold Subscription, while Professional Plus customers may choose from the Silver, Gold or Platinum Subscription.
* All prices are excluding VAT. Payments made in monthly instalments will be subject to a 5% surcharge.
** After the minimum subscription period has expired, the term is automatically extended by an additional 12 months or 24 months (depending on the period originally booked). The existing subscription can be cancelled one day before the end of the term, otherwise you will continue to benefit from the corresponding services of the subscription.
*** The Shopware Feature Subscription is only available for the Enterprise license or Professional Plus license in combination with a Platinum Subscription. In general, you receive all Premium Plugins manufactured by Shopware for free with the Platinum Subscription.
The reaction time is based on working hours in Germany (UTC +1)
**** Emergency: intended for reporting major problems (i.e. customers can no longer place orders or the system is no longer available). Normal support requests will not be processed through this path.
