AEM Support & Maintenance
Proactive monitoring, regular maintenance, and rapid incident response to keep your AEM environments running smoothly.
AEM is mission-critical infrastructure for enterprises worldwide. Downtime, performance issues, or security vulnerabilities directly impact customer experience and business results. Our support services provide peace of mind, knowing that certified AEM experts are monitoring your platform 24/7 and ready to respond when issues arise.
Support Services Included
Incident Management
Rapid response to platform issues affecting availability, performance, or functionality. Our process includes immediate triage, root cause analysis, resolution implementation, and post-incident review with clear stakeholder communication throughout.
Proactive Monitoring
24/7 monitoring of platform health, performance metrics, and security indicators. Our monitoring detects issues before they impact users, enabling proactive intervention. Coverage includes application health, infrastructure metrics, error rates, and response times.
Security Management
Continuous security monitoring and timely application of security patches. We track Adobe security bulletins, assess vulnerability impact for your specific implementation, and coordinate patch deployment during approved maintenance windows.
Performance Optimization
Ongoing analysis and optimization of platform performance. We monitor key indicators, identify degradation trends, and implement optimizations including caching, query tuning, content delivery, and infrastructure right-sizing.
Upgrade Planning
Expert guidance and execution for AEM version upgrades and service pack applications. We assess upgrade impact, develop comprehensive test plans, execute upgrades during maintenance windows, and validate functionality post-upgrade.
Disaster Recovery
Disaster recovery planning and execution support. We help design and test DR procedures, ensure backup integrity, and provide rapid response when disaster strikes. For Enterprise tier, we maintain runbooks and participate in regular DR drills.
Support Tiers
Choose the support level that matches your business requirements
Essential Support
Foundational support for organizations with internal AEM capabilities. Best suited for organizations that have internal resources for day-to-day management but want expert backup for complex issues.
- Business Hours Support (8x5)
- 4-Hour Response SLA
- Monthly Health Checks
- Security Advisories
Professional Support
Comprehensive support for organizations requiring reliable AEM operations. Includes extended hours coverage, proactive monitoring, and dedicated support resources with development hours for minor enhancements.
- Extended Hours (16x5)
- 1-Hour Response SLA
- Proactive Monitoring
- 20 Development Hours/Month
Enterprise Support
Premium support for mission-critical AEM deployments. 24/7 coverage, immediate incident response, dedicated technical account management, and comprehensive SLAs. Essential for organizations where AEM downtime directly impacts revenue.
- 24/7/365 Support
- 15-Minute Response SLA
- Dedicated TAM
- 60 Development Hours/Month