OXID Support

Make sure you get customized services with guaranteed reaction and response times and all available updates and upgrades directly from the manufacturer! Choose the performance portfolio that best suits your business model. The bandwidth of contract types ranges from a standard agreement for shop operators with low manufacturer support requirements to a customized scope of performance for the highest demands in the enterprise segment. The conclusion of a service level agreement is only available to owners of an OXID eShop Enterprise or Professional Edition and is an obligatory component of the license agreement.


When you acquire one of our service level agreements you will automatically receive access to all future versions of OXID eShop. You will benefit quickly and directly from the many improvements and optimizations we provide through regular patches and can continuously develop and improve your online retail sales through updates and upgrades with new functions.


Long Term Support

In addition to providing regular patches for current eShop versions, we also maintain older eShop versions for Enterprise customers with corresponding service level agreements. This ensures that your eShop will continue to run smoothly even over an extended time period.


Support Account Manager

Our Support Account Managers are your personal contact partners who will provide you with competent customer care in every regard and regularly drive our cooperation with you forwards.


High availability

We guarantee not only high availability but also fast reactions and solutions. We will guarantee contractually defined reaction and response times depending on your chosen service level and classification.


Telephone support

If you decide for one of our service level agreements with telephone support you will have a direct line to our Helpdesk and therefore to immediate help from our team of experts.



You will have access to our documentation and will regularly receive information on the further development of the OXID eShop.

Support for OXID eShop Enterprise Edition (EE)

The continuing success of your E-Commerce project is at the center of our attention. As an Enterprise support customer you will benefit from the advantages of customized support services. Together with you we will develop a modified service level agreement customized to suit your exact requirements.

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Support for OXID eShop Professional Edition (PE)

As the operator of an OXID eShop Professional Edition you can choose between two different service level agreements adapted to your requirements. They will ensure you have access to future updates and a claim to technical support.

Overview of contract types