The Silverpeas team offers several support formulas, from basic support through the web, to pro-active support; with a dedicated engineer who knows the technical and organizational context of your company

Need training?

“A la carte” coaching and support, based on your needs!


3 150€ HT

1 authorized support contact


6 300€ HT

2 authorized support contact

1 FREE platform update per year, performed by us. (1)
Most popular option with our customers


10 500€ HT

3 authorized support contacts

3 FREE platform updates per year with look support performed by us.


18 900€ HT

5 authorized support contacts

6 FREE platform updates per year, with full support of your specific apps, performed by us.

Annual health check-up

All formulas grants you to access :

  • Our extranet which gives you access to your project space, documentation, forums and
  • Bug tracking platform (Redmine) which allows your authorized contacts, to file correction
    requests, evolution requests and follow the product roadmap progress.

Beginning with the GOLD formula, live support is provided by email and telephone from Monday to Friday, 9:00 a.m. to 12 p.m. and 2 p.m. to 5:00 p.m

(1) Excluding specific (Look, workflow)



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Depending on the formula selected, telephone support is available on working days from 9:00 a.m. to 5 p.m. (and 24/7 too, for critical utilizations).
Assistance is provided for any questions and requests linked to the platform Silverpeas

Turnaround times

The Turnaround time of response, and intervention depend on the nature of the problem or breakdown reported. It can be from 30 minutes, to 4 hours.
The estimated severity level of the problem is indicated by the Client during creation of the Request, and confirmed by our team.

Corrective support

Silverpeas provides a bug tracking tool which allows its clients to post problems and bugs, and to follow their resolution status and in which  version, they will find the issue solved..

Evolution support

Silverpeas clients can get for free all corrective versions and small evolutions…
Only upgrades to major versions (5.x, 6.x, etc., every 4 years) are not included, in different support formulas.
Changes in specific developments and graphic customizations may be subject to additional contracts, providing some days of intervention per year, for changes or migrations.


Support by tickets

Silverpeas also provide a support formula, called “by tickets”.
Customers can buy booklets of 16 tickets of 30-minutes.
16 tickets cost € 1,300 (excluding taxes), for telephone support available on working days, from 8:30 a.m. to 5 p.m. Tickets remains valid one year.


Mailing lists

If you haven’t signed up for professional support yet, and have questions, you can join us via
the 2 mailing lists below. They are hosted by Google Groups; you will therefore need to
create an account (but this does not require a Gmail account).