Complete Care for Your MODX Site
MODX Complete is an application management solution that helps companies maintain, operate and improve their MODX websites.
Want your staff to do the important work rather than spend time on application maintenance? Prefer them to work in a best practice approach? Need custom functionality created and worry that you do not have access to the best resources? MODX Complete is the ideal solution, designed to meet your unique needs and budget.
MODX Complete enables you to focus on your goals knowing that MODX is there to support and drive your success.
Why MODX Complete?
- Keep your website moving along with the changes in your business.
- Higher adoption and employee satisfaction from optimal configuration, deployment and ongoing support.
- MODX experts available on demand to keep projects on schedule and to add new functionality when required.
- Successful projects from thorough requirements gathering and proven project management practices with consistent reviews.
- Regularly scheduled maintenance, updates, and proactive tuning keeps things running smoothly without burdening IT.
- Predictable, affordable pricing and a lower overall cost of operation—no surprises!
| Service Level Agreement (SLA) | Standard | Professional | Enterprise |
|---|---|---|---|
Initial Response Target (IRT)MODX Support will acknowledge receipt of the issue and take the initial diagnostic steps. |
8 business hours or less | 6 business hours or less | 4 business hours or less |
Target Resolution Time (TRT)How long should it take to fully resolve the issue after the IRT? |
Dependent on level of severity as defined below. | ||
Regional Business HoursAll MODX Support is delivered during regular business hours. |
Americas—weekdays 9 to 6 Central Time Europe—weekdays 9 to 6 Greenwich Mean Time |
||
Support Delivery ChannelAll MODX Support starts with opening a support ticket. |
Open a ticket online at https://support.modx.com, or by emailing MODX via support@modx.com. | ||
Websites CoveredNumber of sites and servers that can be enrolled at each level. |
1 site on a single server | 1 site on a single server | Tailored |
Application SupportCore software, installation/configuration, performance recommendations. |
Yes | Yes | Yes |
Extended Application SupportCustom developed Add-ons and audited 3rd-party development. |
No | Included in pro services hours | Yes |
Proactive Maintenance FrequencySoftware, file system and MODX audits and maintenance; error reviews. |
No | Semi-Annually | Tailored |
Named Support ContactsMODX Support is delivered to specific users in your organization. |
1 | 2 | Tailored |
Included Support Tickets per MonthMaximum support issues you may open in a given month. |
2 | 4 | Unlimited |
Professional ServicesIncluded consulting or development hours per month, which roll over. |
No | 1 | Tailored |
Personal Service ManagementNamed account representative for all MODX Complete interactions. |
No | No | Yes |
Additional ConsultingHourly rate for additional work needed outside the scope of the SLA. |
$250 | $200 | Tailored |
Monthly Contract FeeMODX Complete terms are annual contracts. |
$250* |
$500* |
Tailored Contact Us |
* For a single server with a single install/instance of MODX. For additional servers or installs, please contact us by completing the form to the right.
MODX Severity Levels
- Emergency—Production environment is down; or business operations severely impacted with no workaround available; or serious security issue.
- High—Production environment is operating, but the issue is causing significant disruption of business operations; no stable workaround or available workaround; or there is a security issue.
- Medium—Production environment is operating, with the issues causing moderate to low disruption of business operations; a stable workaround is available.
- Low–Production environment is operating, with the issues causing no disruption of business operation in any significant way; issues with little or no time sensitivity.
Issues with the highest urgency are prioritzed. MODX Complete Enterprise Level customers receive priority on Emergency and High rated issues as a benefit of the MODX Complete service.
Have a question?
For more information, to discuss discounts for annual payments, or a to receive a MODX Complete data sheet, please get in touch. Contact Sales