Work stress-free with ImagicleCare

Top support and maintenance for your apps. Always.

Choose your plan.

Basic, Gold, Platinum: 3 support plans available to cover the needs and requirements of any business, from small to international. Choose the one that works best for you!

A team made of (happy) people.

Security, maintenance, correct functioning. A team of experts will take care of it, always with a smile on their faces. In critical cases, the R&D team will join to help.

3 seasonal updates.

Winter, Spring, Summer: new functionalities, security updates, and bug fixes 3 times a year, automatically delivered if you choose Cloud deployment.

Ticketing and clear response times.

Detailed service level agreements based on the plan you choose and on the impact of the issue, with a transparent maximum response time, starting from within 60'.

We speak your language.

Our support team is ready to assist you in 7 languages: English, Italian, Spanish, French, German, Portuguese, Arabic. Forget about linguistic barriers, we've got you covered.

Exclusive services.

Traditional support isn't enough for us. With ImagicleCare, you can benefit from exclusive services such as Proactive support, dedicated expert, 24/7/365 coverage.

Happy stories from happy customers.

The customers who trusted our support service gave us a satisfaction index of 9,8 out of 10! Take a look at their direct testimonial.

Happy stories from happy customers.

Pick the perfect one for you.

3 support plans with assistance in 7 languages.
Basic

Basic

  • Software maintenance
  • Software security updates
  • SLA - best effort
  • Business days support
Best seller
Gold

Gold

  • Software maintenance
  • Software security updates
  • Extended days support
  • SLA < 1 hour
  • Remote support
  • Proactive support
Platinum

Platinum

  • Software maintenance
  • Software security updates
  • 24/7/365 support coverage
  • SLA < 1 hour
  • Remote Support
  • Proactive support
  • Dedicated expert
Program details
Basic
Gold
Platinum
SW maintenance and improvements
Bug fixes - 3 seasonal releases
Basic
Gold
Platinum
New features - 3 seasonal releases
Basic
Gold
Platinum
SW Security Updates
OWASP-10
Basic
Gold
Platinum
Vulnerability fixes
Basic
Gold
Platinum
Technical support

Support Channels

Basic
Gold
Platinum
Web Help Center
Basic
Gold
Platinum
Email support
Basic
Gold
Platinum
Phone support
Basic
Gold
Platinum
Chat support
Basic
Gold
Platinum
Remote support (i.e. Webex)
Basic
Gold
Platinum

Operational model

Basic
Gold
Platinum
Unlimited tickets via web or email
Basic
Gold
Platinum
Remote Support
Basic
Gold
Platinum
On-Site Support
Basic
Optional
On-site support is available only in specific areas and it is evaluated on a project basis, as agreed with the customer, according to relevance and specific requests.
Gold
Optional
On-site support is available only in specific areas and it is evaluated on a project basis, as agreed with the customer, according to relevance and specific requests.
Platinum
Optional
On-site support is available only in specific areas and it is evaluated on a project basis, as agreed with the customer, according to relevance and specific requests.

Service Level Agreement

Basic
Gold
Platinum
Priority
Basic
Gold
Platinum
Predefined response time
Basic
Gold
Platinum

Level of support

Basic
Gold
Platinum
1st Level - end user support
Basic
Gold
Optional
Direct support services to end users, such as Customer Service operators, are evaluated on a project basis, as agreed with the customer, according to relevance and specific requests.
Platinum
Optional
Direct support services to end users, such as Customer Service operators, are evaluated on a project basis, as agreed with the customer, according to relevance and specific requests.
2nd level - System administrator (customer/reseller)
Basic
Gold
Platinum

Service Operating Period

Basic
Gold
Platinum
Hours of access
Basic
Business Hours
Gold
Business Hours
Platinum
24/7/365
Continuous business hours
Basic
Gold
Platinum
Standard period - Monday to Friday (Sunday to Thursday in Middle East)
Basic
Gold
Platinum
Extended period - Saturday
Basic
Gold
Platinum
Outside working hours - On-Call duty service
Basic
Gold
Platinum
Bank Holidays
Basic
Gold
Platinum

Special Services

Basic
Gold
Platinum
Proactive Support
Basic
Gold
Platinum
Dedicated Expert
Basic
Gold
Platinum
Please note that contract duration may be reduced when the product enters 'End of Support'. Please see https://www.imagicle.com/go/EOL for product 'End of Support' dates.
Basic
Gold
Platinum

We take care of you in 7 languages.

We take care of you in 7 languages.

Service Level Agreement.

Priority and maximum response time
Basic
Gold
Platinum
P1 Critical - Severe Impact
Application/system is compromised. Significant loss of service.
Basic
1 business day
Gold
< 60 minutes
Platinum
< 60 minutes
P2 High - Significant Impact
Application/system runs discontinuously. Reduction of Services.
Basic
2 business days
Gold
< 2 working hours
Platinum
< 2 working hours
P3 Medium - Minor Impact
Application/system runs with a moderate loss of services. Expedients allow work continuation without damage.
Basic
Best effort
Gold
< 4 working hours
Platinum
< 4 working hours
P4 Low - Minimal/No impact
Application/system runs with little to no service impediment.
Basic
Best effort
Gold
< 8 working hours
Platinum
< 8 working hours

Always a season ahead.

3 seasonal releases per year based on your suggestions, to offer you increasingly advanced and secure solutions.
Winter release
Spring release
Summer release
Your peace of mind is just a click away.
Activate or update your ImagicleCare plan to benefit from exclusive services and get the support you deserve.