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HERE Technical Support Plans

HERE is pleased to offer Technical Support solutions to help our customers get the most from the HERE solutions they rely on. Whether you are working in a Fortune 500 company or a small software development firm, HERE provides multiple levels of support to fit your needs.

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About

HERE Technical Support offers four paid plans to meet your needs and accelerate time to value. Three plans are dedicated to our business customers while the fourth plan is geared towards our developer customers.

Just a few features of the plans include:

Premium Support: Premium support services includes all of our offerings, including unlimited users, 24X5 support hours, and support in your local language.

Advanced Support: Advanced plan features monthly service reports and access to phone and email escalation support.

Essential Support: Our basic business plan that provides support for up to five users and response times within 12 hours.

Developer Support: Our developer-level plan offers proactive system health alerts and standard business-hour support Monday through Friday (excluding local holidays). This plan is limited to one user and guaranteed response time is limited to 5 tickets/account/month.

HERE Technical Support Plans give customers access to the tools that help keep solutions on track. Depending on the selected service plan, customers can enjoy benefits such as:

Access to online documentation, tutorials, knowledge base and communities

24x7 access to system health status

HERE online support portal / ticketing system to create and manage tickets.

Support channels for multiple named contacts as designated by customer.

HERE technical support team will respond to customers' request within 4 – 72 hours, depending on the active support plan

Local language support to the extent available in regions.

Support services review online meeting and / or as part of quarterly business reviews.

Incident management reports

Monthly service reports

Eligibility to claim services credits in the event that service availability targets for applicable products are not met, and the customer meets obligations

Escalation support when response times have been exceeded

Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request

HERE's Technical Support solutions are managed by our global support team, enabling us to provide top-level service throughout your HERE engagement.

Additional details can be found on our website at HERE Support Plans

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