This page outlines Dimagi’s Service Level Agreement for CommCare, and the types of specific support we offer to our users.

1 CommCare Support Service-Level Agreement
- 1.1 Support Available
- 1.2 Response Speed
- 1.3 Additional SLA Terminology
2 Frequently Asked Questions

CommCare Support Service-Level Agreement

Service Level Agreements (SLAs) define the support you can expect when you purchase CommCare. They outline the type, frequency, and quality of support Dimagi will provide, including the specific commitments of our Support team.

Support Available

All CommCare users have access to a core set of free learning resources.

In addition to free resources that are available to all customers, customers on certain software plans will receive access to additional types of support. This includes the response rate from the CommCare support team and the priority in which your tickets are solved.

You can see what is included in what types of guaranteed support are offered by each software plan below. This is also define on the CommCare pricing page: CommCare Pricing Overview

	FREE	STANDARD	PRO	ADVANCED	ENTERPRISE
^{Online Learning Resources}	^✓	^✓	^✓	^✓	^✓
^{Direct Email Support}		^✓	^✓	^✓	^✓
^{Support on App-Specific Questions}			^✓	^✓	^✓
^{Guaranteed First Response Time}			^{1 Business Day}	^{1 Business Day}	^{1 Business Day}
^{Guaranteed Follow-up Time}				^{1 Business Day}	^{1 Business Day}
^{Video Conferencing Support}				^✓	^✓

Response Speed

All users are able to submit support tickets through the different ways listed here: Submit a Support Request . The speed and certainty of response will be determined by a combination of your SLA as well as the type of issue raised. As an example, anyone can report a bug or issue in CommCare that they come across, regardless of their software plan.

Additional SLA Terminology

For full definition of our Service Level Agreement terms, please expand the box below.

Guaranteed Follow-Up Time: The maximum time within which our support team will provide an update after the initial response, even if there’s no immediate resolution. This ensures you stay informed on the status of your request.

Guaranteed First Response Time: The maximum time within which you will receive an initial reply from our support team after submitting a request. This response may include troubleshooting steps, a request for more details, or confirmation that we're investigating your issue.

Online Learning: You have access to many great resources that will answer several common CommCare questions and help you learn what CommCare has to offer! These include CommCare Users Forum, CommCare Help Site, and Getting Started.

Direct Email Support: Direct Email Support means the "Report an Issue" button and support@dimagi.com. All projects have access to this to report important issues. Community users are not guaranteed a response.

First Response Time: This is the timeframe in which a Support team member will respond to you and begin working on your ticket.

Video Conferencing Support: Users who have an Advanced or Enterprise can receive video conferencing support (such as GMeet or Zoom). Conferences can be requested by emailing support@dimagi.com.

CommCare bug: A bug that is caused by our software, and not specific to a particular app or project.

CommCare question: A general question about particular CommCare features, their use, not as they apply to a particular project or app.

App specific question: A question or issue that is specific to your app or project space's configuration and workflow.

Paid onboarding: Customers can purchase onboarding packages that include remote training sessions with a Customer Success team member, spanning the entire process of app design, app building, app testing, data exports, and implementation of their mobile application.

Access to customer success: Enterprise customers have quarterly check-ins with a dedicated Customer Success team member to advise them on the best usage of CommCare for their projects and across their organization

Frequently Asked Questions

What support am I entitled to?

If you are unsure of the current software plan that you have access to in CommCare, you can confirm by:

Going to your Project Settings in CommCare to see your Subscription. See here: Project Settings Overview | Subscription
Asking your organization’s CommCare administrator

Who provides support for CommCare?

The Dimagi Support team is available around the clock to help users resolve issues quickly and effectively. With a 95% customer satisfaction score, we are committed to advocating for our users and ensuring a positive experience on our platform.

In addition, the CommCare community offers peer-to-peer support through our CommCare Forum, where anyone can ask questions, share knowledge, and contribute to helping others.

How quickly should I expect a response from the Dimagi Support team?

We guarantee a one-business-day first response time for all Pro and above customers. This does not include follow-up time (emails after the first response) or resolution times.

After the initial response from our team, we promise all Advanced and Enterprise a reply to any of your subsequent emails within one business day. For urgent/breaking bugs, we promise an update every two hours on the status of your ticket.

If you’re on the free edition of CommCare or the Standard or Pro plans, don’t fret! Although we are not in a position to offer you a follow-up SLA, our average follow-up time over the past year for all tickets submitted by our users is less than four hours!

How do you prioritize support requests?

Our prioritization process takes into account the severity of the issue, the subscription plan, and our competing backlog, in that order.

I have a lot of questions around application building and design. Is the support team the right team to speak to about this?

If you are starting a project and require more hands-on help with building an application or more complex workflows, we recommend new customers consider our paid Onboarding Packages.

With an Onboarding Package, you get dedicated one-on-one time with an experienced app builder who will review your app, offer tailored improvements, and guide you on best practices for sustainability and data management. We strongly encourage all new users to take advantage of this.

Please contact sales@dimagi.com for details.

Dimagi Support Service Level Agreement (SLA)