Help Center

Our thorough database of articles, "how-to" guides, and interactive tutorials are there for the taking—24 hours a day. There, you can also share first-hand knowledge with a growing Community of Siteimprove users around the world, including Siteimprove employees themselves.

Explore the Help Center

One-on-One Support

When you require more advanced technical support, our Customer Xperience (CX) teams are happy to answer questions, meet service level agreements, and assist with onboarding and configuration within the Siteimprove Intelligence Platform. Find out how your team could benefit from customized support.

Find out more about our Support Plans

Support at Siteimprove has been great - I always get personal responses from my Customer Success Manager or someone on the support team. I always feel like I can reach someone who can help.

Photo of Keisha McKinney Keisha McKinneyWeb Administrator/Digital Media at Fellowship Bible Church NW Arkansas

I have to mention just how accessible and helpful the Siteimprove team have been. They’re frankly marvelous.

Photo of Brian Macreadie Brian MacreadieHead of Brand and Sector Marketing at Berwin Leighton Paisner LLP

Siteimprove is by your side every step of the way.

On the path to digital certainty, we know your organization will face unique challenges. That's why we’ve designed our Support plans to provide you with the right resources at the right time.

As an Essential user, you automatically receive Online Support when you begin with the Siteimprove Intelligence Platform. This places the necessary resources at your fingertips straight away. Professional users begin with Standard Support, while more in-depth solutions are available depending on the size and needs of your organization.

Online

Essential

Included

A comprehensive self-help experience for all Siteimprove Essential packages

Standard

Professional

Included

The foundation for your day-to-day work within Siteimprove’s Professional packages

Premium

Professional

Contact Us

The perfect value-added solution for small-to-medium-sized organizations
Contact Us

Elite

Professional

Contact Us

A tailored, enterprise-level plan ideal for larger organizations with advanced needs
Contact Us
  • Self-Service
  • Knowledge Base
    Access our comprehensive knowledge base including how-to articles, webinars and FAQs anywhere and anytime.
  • Product Tutorials
    Use our real-time, self-paced tutorials within our Siteimprove products to get familiar with all core functions in no time.
  • User Community
    Join discussions, ask questions and provide suggestions or feedback to other users and the Siteimprove Product Teams.
  • Technical Support
  • 24/7 Online Submission
    Submit questions and raise issues to our Customer Service Teams who will then assist you in finding a suitable solution.
  • E-Mail / Phone Support
    Contact our Customer Service Teams directly via e-mail and phone to get a quick resolution to questions or problems.
  • Advanced Technical Setup
    Advanced support to setup custom CMS deep-linking, event-tracking, non-public site crawls, policies and more.
  • VPN & SSO Assistance
    Receive assistance and guidance in setting up a Virtual Private Network (VPN) or Single Sign-On (SSO).
  • API Assistance
    Get support in utilizing and integrating your Siteimprove data with other applications that are crucial for your organization.
  • Key Account Management
  • Assigned CSM
    Your personal Custom Success Manager (CSM) who will help you make the most of your Siteimprove subscription.
  • Personal Onboarding Plan
    Clarify requirements, align expectations and develop a plan in collaboration with your CSM that helps you achieve your goals.
  • Business Reviews
    Regular meetings with your CSM to assess progress and define the next steps so you can reach set goals.
  • Service Level
  • Initial Response Time
    Issues submitted will get a first response within the indicated time.
  • Priority Ticket Queuing
    Issues submitted will be treated with high priority by our Customer Service Teams.
  • Uptime SLA
    Siteimprove guarantees its services’ availability for the percentage of time indicated.
  • Issue Resolution Time
    Critical issues submitted will be resolved within the indicated resolution time.
  • Service Credits
    In the event of failure to meet the SLA, you will be eligible for a service credit for future subscription fees.
  • Other
  • Professional Services
    Other available professional services include Instructor-Led Training, E-Learning, Testing Services and Advisory Services.
  • Online
  • Knowledge Base
  • Product Tutorials
  • User Community
  • Online
  • 24/7 Online Submission
  • E-Mail / Phone Support
  • Advanced Technical Setup
  • VPN & SSO Assistance
  • API Assistance
  • Online
  • Assigned CSM
  • Personal Onboarding Plan
  • Business Reviews
  • Online
  • Initial Response Time
  • Priority Ticket Queuing
  • Uptime SLA
  • Issue Resolution Time
  • Service Credits
  • Online
  • Professional Services
    Optional
  • Standard
  • Knowledge Base
  • Product Tutorials
  • User Community
  • Standard
  • 24/7 Online Submission
  • E-Mail / Phone Support
    Business Hours
  • Advanced Technical Setup
  • VPN & SSO Assistance
  • API Assistance
  • Standard
  • Assigned CSM
  • Personal Onboarding Plan
  • Business Reviews
  • Standard
  • Initial Response Time
    3 Business Days
  • Priority Ticket Queuing
  • Uptime SLA
  • Issue Resolution Time
  • Service Credits
  • Standard
  • Professional Services
    Optional
  • Premium
  • Knowledge Base
  • Product Tutorials
  • User Community
  • Premium
  • 24/7 Online Submission
  • E-Mail / Phone Support
    Business Hours
  • Advanced Technical Setup
  • VPN & SSO Assistance
  • API Assistance
  • Premium
  • Assigned CSM
  • Personal Onboarding Plan
  • Business Reviews
    Bi-annual
  • Premium
  • Initial Response Time
    1 Business Day
  • Priority Ticket Queuing
  • Uptime SLA
    99%
  • Issue Resolution Time
  • Service Credits
  • Premium
  • Professional Services
    Optional
  • Elite
  • Knowledge Base
  • Product Tutorials
  • User Community
  • Elite
  • 24/7 Online Submission
  • E-Mail / Phone Support
    24/5
  • Advanced Technical Setup
  • VPN & SSO Assistance
  • API Assistance
  • Elite
  • Assigned CSM
  • Personal Onboarding Plan
  • Business Reviews
    Quarterly
  • Elite
  • Initial Response Time
    4 Hours
  • Priority Ticket Queuing
  • Uptime SLA
    99.9%
  • Issue Resolution Time
    3 Business Days

    Business critical errors

  • Service Credits
  • Elite
  • Professional Services

    Included in the yearly subscription of the Elite Plan is one (1) free Advisory Service Package containing up to 10 hours of specialist assistance or one (1) free Instructor-led Course for up to 20 delegates.