Support vs. Professional Services
This document clarifies the differences between Magnolia’s Standard Product Support and Professional Services offerings to help you understand how Magnolia can assist you.
Standard Product Support (Support/Helpdesk) 🛠️
Standard support offers structured technical assistance focused on Magnolia DX Core, including:
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Product-related troubleshooting
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Bug reporting and investigation
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Ensuring the reliability and stability of the core product
How it works ⚙️
You can access support via our ticketing system. We define response times and service windows according to your SLA. Phone support is available exclusively for emergencies and only for DX Cloud accounts with SLA-1 or SLA-3. Use it strictly for critical infrastructure-related issues, such as complete site outages, inaccessible sites, or security breaches/attacks.
| Support does not cover consulting, configuration, architecture reviews, or training. It does not provide implementation support or strategic enablement. |
Professional Services 🤝
Professional Services offers expert guidance to help you maximize Magnolia in your specific project context. Services include:
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Expert guidance on implementation and configuration
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Solution architecture guidance
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Best practices and performance optimization
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Project, code, or performance reviews
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Customized workshops and instructor-led training
This service takes a proactive, consultative approach to ensure successful project execution, rather than acting as a reactive support channel.
Key Differences at a Glance
| Area | Product Support | Professional Services |
|---|---|---|
Focus |
DX Core stability and issue resolution |
Strategic enablement, optimization, and expert advisory |
Access |
Ticketing system only |
Scoped engagements |
Response time |
SLA-based |
Based on expert availability |
Availability |
Business hours only (emergency phone support possible) |
Business hours only (no after-hours, weekend, or holiday coverage) |
Bug Fixes |
Covered (within DX Core) |
Not covered |
Development Work |
Not provided |
Advisory only; no hands-on development or maintenance |
Communication |
Ticket updates |
Email, and scheduled Google Meet sessions |
SLA Coverage |
Yes |
No (separate engagement) |
What About Calls? ☎️
Neither Product Support nor Professional Services operates as a 24/7 call center. If you request a call that does not qualify as an emergency under your SLA, we will refer the request to Professional Services. A proper service engagement will be required, including scope definition, pricing, planning, and scheduling.
Additional Scope Clarifications ⚠️
Professional Services does not cover bug fixes, patches, or repairs to the Magnolia DX Core. It does not act as a managed service, outsourced team, or project maintainer. Our Solution Architects do not dedicate themselves to a single project long-term.
We provide our best advice and recommendations based on best practices. However, if you choose a different path, we cannot guarantee success or provide support beyond the agreed engagement.
| For long-term, embedded assistance or direct hands-on development, we recommend engaging with one of our certified Magnolia Partners. |