Medusa Support is designed to provide peace of mind and ensure your team has reliable access to the people who know Medusa best. This program establishes a clear and transparent framework for how we offer support directly from our core team to Medusa projects.

Who is this for

Building on open source gives your team freedom, flexibility, and full control over your commerce stack. But with that freedom comes responsibility, especially for teams running high-stakes projects where uptime, reliability, and speed of execution are critical.

As your project grows, you need the same level of assurance and rapid response you would expect from most enterprise-grade SaaS platforms, without giving up the benefits of open source. That’s where Medusa Support comes in.

Medusa Support acts as both your safeguard and accelerator. It ensures your team never stalls due to Medusa-related issues while helping you move faster during critical phases like migrations. With direct backing from the Medusa’s core team, you gain the confidence that someone has your back when it matters most.

Eligibility Requirements

To ensure we can deliver effective support, the following conditions must be met for any new client to be eligible for Medusa Support:

• Hosting: Your project must be hosted on Medusa Cloud, giving our team direct access and insight into your environment.
• Tech Partner: An internal development team or external implementation partner (the “Tech Partner”) must be actively involved in the project. If you do not already have a partner, we can help you find one.
• Timing: The project must be in the early stages of development, allowing us to help shape its foundation and ensure the application is built according to best practices.

Before support begins, Medusa may conduct an initial review and discussion of your project architecture to confirm alignment with our recommended principles and design patterns.

Medusa Support Coverage

Medusa Support centers on three core areas essential for larger teams aiming to build long-term success with Medusa:

1. Issue Resolution

If a problem arises with Medusa — including the Medusa Core, our Framework, Admin, or Cloud — our team helps resolve these with the highest priority. This ensures that your team gets help troubleshooting issues, with resolution prioritized accordingly.

Examples of support include:

• Troubleshoot issues your Tech Partner might encounter during the implementation
• Fix reported bugs in Medusa’s core codebase
• Work with your Tech Partner to evaluate and improve the performance of your application

2. Upgrade Support

Medusa upgrades are designed to be smooth and low-effort, even as your project grows. However, unexpected issues can occasionally arise, especially in complex implementations. With Medusa Support, you gain a safety net that ensures our team will guide you through larger updates, provide guidance on breaking changes, and keep upgrades painless and predictable.

Examples of support include:

• Troubleshoot and resolve issues that occur during an upgrade
• Provide guidance when adopting breaking changes or new features
• Support your Tech Partner in testing and validating upgrades before rollout

3. SLA-Backed Uptime

As part of Medusa Support, we provide SLA-backed uptime guarantees to keep your production environment on Medusa Cloud reliable and resilient. Our team monitors your setup 24/7 and responds immediately to any incidents, ensuring minimal disruption to your business operations.

These guarantees are reinforced by a service credit system, giving you tangible accountability if availability drops below the agreed SLA. This means you can count on predictable performance, rapid resolution, and a clear process for recourse whenever production uptime is impacted.

What We Don’t Do

Medusa Support does not include hands-on implementation work or architectural consulting. Those responsibilities remain with your Tech Partner, who has the full project context. Activities outside the scope of this agreement include:

• Design and architecture support for the project
• Custom development of features for your application
• Support and debugging on third-party systems or integrations outside Medusa
• Deep code reviews of your custom or non-Medusa codebase

In short, our focus is on providing issue resolution and support related to Medusa itself.

How we work together

Communication channels

Support is primarily delivered through dedicated written channels, most commonly Slack. Written communication ensures that every interaction is quick, well-documented, and easy to track. It also ensures that we can better direct the issue internally to the person most knowledgeable on our team.

Occasionally, and at our discretion, we may offer to join a call for more complex discussions, but this is not a guaranteed component of the program.

Money-Back Guarantee

We have guided many clients through complex implementations and are confident in the value we deliver.

If, for any reason, our support doesn’t meet your expectations within the first month, we will provide a full refund for any support covered under the initial agreement.

Two-Way Partnership

For our collaboration to succeed, we expect the Tech Partner to help give a good foundation for support, which includes:

• Provide Context: When submitting a request, include detailed information such as logs, error messages, and steps to reproduce issues.
• Make an Initial Effort: Review Medusa’s documentation and perform initial troubleshooting before submitting a support request.
• Work Collaboratively: Effective problem-solving depends on open communication and joint effort between our teams to find the right solution.

Learn More

Get in touch to discuss how Medusa Support can safeguard your project and set your team up for success.

We also offer a Performance Tuning review to optimize your project for speed, stability, and the most efficient use of our Cloud infrastructure. This is usually handled as a separate engagement outside of Support.