Premium Support

Friendly, expert help, to grow your website.

Turn to the Concrete CMS experts

When you hit a roadblock with Concrete, we're here to help you get back on track. Our premium support service is designed to tackle your toughest challenges and keep your site running smoothly.

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Services

Have a question?

We're here to help.

Open a support ticket

What's Covered?

Our premium support goes beyond basic troubleshooting. We can help with:

  • Installation and configuration of add-ons and themes
  • Performing Concrete CMS upgrades
  • Troubleshooting general Concrete CMS errors
  • Identifying and resolving conflicting add-ons
  • Solving bugs in 3rd party add-ons and themes
  • General advice about HTML / CSS / JavaScript / PHP
  • Basic web server configuration

Remember: If you're using our add-ons or themes, you already get 12 months of free updates and product-specific technical support. This premium support is for everything else.

How It Works

  1. Open a ticket: Select "Premium Support" and describe your issue in detail. The more info, the better.
  2. Get an estimate: We'll review your issue and provide a cost estimate based on the anticipated time required.
  3. Make a deposit: An upfront deposit (minimum 0.5 hours) is required to proceed.
  4. We get to work: Our team will dive in and resolve your issue as quickly as possible.
  5. Stay informed: For issues taking more than a day, we'll keep you updated regularly.
  6. Final invoice: Once resolved, we'll issue an invoice for any additional time used beyond the initial deposit.

All tickets are responded to within 1 business day – although usually much quicker. Communication via support ticket is the preferred method as we have clients spread across different timezones. In urgent situations, limited phone support is available between 9am – 5pm (GMT+8) weekdays (must be initiated via a new ticket).

Rates

Our premium support rate is billed in US Dollars (USD):

  • Ad-hoc ticket support: $110/hour

  • Ad-hoc phone support: $55/15 minutes (limited availability)

The minimum billable period is 0.5 hours and is calculated in increments of 0.25 hours.

If you require an invoice in another currency (such as EUR, GBP, AUD, CAD), this will be calculated at the time of invoicing at the current exchange rate.

Need Ongoing Support?

We offer bulk hour packages at discounted rates:

  • 5 hours: $522.50 (5% discount)
  • 10 hours: $1,017.50 (7.5% discount)
  • 15 hours: $1,485 (10% discount)

Bulk hour packages come with priority support - your requests jump to the front of the queue. These credits are valid for 24 months from purchase and are non-refundable.

Why Choose Our Premium Support?

  • Expertise: With over a decade of Concrete CMS experience, we've seen (and solved) it all.
  • Efficiency: Our deep knowledge means we can often resolve issues faster, saving you time and money.
  • Holistic approach: We don't just fix the symptom; we identify and address the root cause.
  • Clear communication: We explain solutions in plain language, helping you understand and prevent future issues.
  • Peace of mind: Know that expert help is just a ticket away, whenever you need it.
  • Certified by core team: We've completed the Agency Certification program.

Ready to Solve Your Problems?

Open a Premium Support Ticket

Don't let technical issues hold your site back. With our premium support, you've got a team of Concrete CMS experts ready to tackle any challenge. We're standing by, ready to help you keep your site running at its best.