It's All About You

We provide world-class ecommerce support

From day one after implementing Elastic Path Commerce, our Ecommerce Success Center (ESC) works tirelessly to ensure that you have the world-class ecommerce support that you expect. We work together with our customers to design a support and training package that will ensure success.

Whether it's ecommerce training for your in-house Java developers, helping you customize code, or teaching your marketing managers how to use the powerful Elastic Path dynamic pricing engine, we have the resources you need to build a rock-solid ecommerce platform.

Download Overview PDF

We provide world-class ecommerce support

Ecommerce support options that cater to your unique needs

Elastic Path offers flexible options to customers based on their unique needs. We offer three streams of ecommerce support: Standard; Premium; and, Premium Plus. Our Standard plan is available to all Elastic Path customers on a fully-licensed software plan. Premium support offers a wide range of customizable support services designed to meet the unique needs of each business. Finally, our Premium Plus plan offers peace of mind through lifetime support and bug fixes (time and materials basis).

Customer Support
Standard
Premium
Premium Plus
Support via customer portal
Live phone support
Access to developer community portal
(grep.elasticpath.com)
Access to online documentation
(docs.elasticpath.com)
Online training courses
Support during regular business hours 9-5
Quality Assurance
Standard
Premium
Premium Plus
Bug fixing on a patch level (Base code)
Architecture Information stored in Case Management System
Notification of the bug fixes released by
support team
24*7 support worldwide on severity 1 issues
(Base Code) For contracts signed after June 1, 2013.
Accelerator Support (bug fixing and
upgrades)
Dedicated Account Manager
Performance and Compatibility
Standard
Premium
Premium Plus
One-day Performance Audit (one per calendar year)
Unsupported 3rd party product compatibility assessment (time and materials billed)
Customizations (if applicable)
Standard
Premium
Premium Plus
24*7 Support on severity 1 issues
(Customization code)
Dedicated support team familiar with code base
Custom code stored at Elastic Path
Customization code support
Bug fixing on a Patch Level (Customization Code)
Bug fixing on a Patch Level
(Customization and Base Code, time and materials on
versions that are older than 5 years)
End of Life Support
Standard
Premium
Premium Plus
EOL (3 Years)
Extended EOL (5 Years)
Lifetime Support

Support Contacts

For existing customers, visit the Customer Portal (http://support.elasticpath.com/support/portal/login.jsf) to open a support ticket or contact us at:

  • North America: +1-888-543-4372
  • Worldwide: +1-604-629-3468
  • France & U.K.: +00-800-6629-3468

Ecommerce Training Services

We want to ensure that our customers have the best chance of success with their digital commerce solution, and ecommerce training is a critical factor in that success. We offer a variety of role-specific training tailored to meet your unique requirements.


Ecommerce training for Java developers
Developer Training

This five-day program is ideally suited for in-house Java developers who want to extend and customize the Elastic Path platform. The program blends theory with practical hands-on activities using the Elastic Path code base. IT teams will benefit from directly sharing the knowledge and experience of our seasoned developers.

Download the pdf
Ecommerce training for enterprise teams
Business User Training

Our three-day business user ecommerce training provides enterprise teams with role-based system user knowledge for administrators, warehouse managers, store managers, marketing specialists, customer service representatives, and more.

Download the pdf
 

 
 

 
Flexible options for ecommerce training worldwide
Training Locations

Training options are as flexible as our digital commerce platform. We offer training facilities at the Elastic Path office in Vancouver, Canada or Reading, UK.

We can also deliver any of our ecommerce training programs directly to your team onsite at your location anywhere in the world.

Customized ecommerce support and training
Customized Training

Our training team can customize a program tailored to your specific needs. Custom services include project team training, advanced developer training, QA and performance testing, and agile development.