Technical support features

Every StoreConnect plan includes 24x7 monitoring, email and customer portal support, a 99.9% monthly availability target, and an annual upgrade. The Flagship plan adds dedicated servers, longer upgrade periods, a choice of upgrade and maintenance windows, and negotiable legal terms.

Use this article to compare what each plan includes. Your order form, and the terms and conditions you signed, set the commitments that apply to your subscription.

Hosting and infrastructure

Where your store runs depends on your plan.

These apply to every plan:

• Media delivery — media is served by a content delivery network (CDN). Each plan has a monthly CDN bandwidth allocation, listed in uploading media.
• Data limits — fair use data limits apply. They are soft limits, and StoreConnect tells you about any charge for excess usage before it applies.

Availability and monitoring

StoreConnect aims to keep your store available at least 99.9% of the time, measured each month. If availability falls short in a month, you are entitled to a refund of that month’s subscription fee in proportion to the downtime. Interruptions caused by Salesforce, hosting providers, or other third parties outside StoreConnect’s control are excluded. The full terms are in the StoreConnect terms and conditions.

Every plan also includes the following:

• Monitoring — 24x7 performance and security monitoring and logging. StoreConnect watches live stores for availability and for sync issues between Salesforce and the store.
• Maintenance windows — hosting providers occasionally require maintenance, which usually lasts 10 to 60 seconds. You can ask for it to be set to a specific period. Flagship clients choose their preferred upgrade and maintenance windows.

Support

Every plan includes email and customer portal support. The target response times depend on the case priority and your plan.

Training through StoreConnect Academy, including the Fundamentals and Administrator courses, is included on every plan.

Upgrades

Every plan includes one upgrade a year to the next released version. A second upgrade in the same year is charged. Updates that fix bugs, performance, or security issues are deployed without advance notice.

Before an upgrade, you get an upgrade period to test it and adjust your theme and customizations. The length depends on your plan, and on whether you have a current StoreConnect sandbox license.

If a StoreConnect bug is found during the upgrade period and can be reproduced on the base theme, the upgrade waits until it is fixed and a new upgrade period starts. Flagship clients can schedule the upgrade itself for any time within two weeks after the upgrade period ends.

Data backups

StoreConnect does not back up your store data unless your agreement includes backups. Your customers, orders, products, pricing, and stock are held in your Salesforce org, so back them up there.