Service Order Feature Descriptions, SLAs, and Usage Limits

Version: August 30, 2024

This page contains definitions and details on features, SLAs, limits, and more associated with Contentful subscriptions. In the event of a conflict between your Service Order and as described herein, your Service Order will control.

Premium features

Advanced caching — Ability to serve cached content until content updates propagate throughout the CDN. This ensures better end-user experience during peak traffic periods.
AWS webhook integrations — Ability to connect directly to 100+ AWS services, including popular services such as S3, Lambda and SQS (supports AWS signature version 4 authentication).
Connected spaces — Ability to enroll spaces in Orchestration, to reuse content and content models across spaces. Connected spaces are those which consume content or content models from other spaces. Spaces that provide the source content or content models do not count towards plan limits.
External references — Ability to link to third-party content in Cloudinary, Commercetools, and Shopify via Marketplace Apps or link to third-party content in API-based systems with custom external references via functions.
Custom aliases — Ability to set up 3 static identifiers for working with space environments. Allows Contentful to be used with automated CI/CD pipelines and supports advanced Q&A scenarios.
Custom domains — Ability to customize the domains serving content delivery, images, and assets APIs: end users see branded api.customer.com domain, instead of the default cdn.contentful.com.
Custom roles & permissions — Ability to define granular roles and permissions on space entities per user role.
Embargoed assets — Ability to restrict access to unpublished assets by requiring requests to the CDN to be signed with a valid signature.
Environment governance - Ability for space admins to control which users have access to each environment in a space.
Medium-density infrastructure — Technical infrastructure with twice as much capacity for storing, indexing, and delivering content per organization as our standard infrastructure.
Preview localization - Enables users to work in additional locales by providing more flexibility in building preview URLs.
Reference view - Ability for editors to see every cross-linked entry and asset for a particular entry in a single view, and also apply bulk actions.
SCIM integration — Manage user access at scale via SCIM API or integration with select identity providers (IdPs). This feature is only available on Scale and High Availability platforms.
Security reporting — Upon request reporting of the findings from penetration tests, compliance certification, and changes to internal security procedures.
SSO — Ability to provision, de-provision, and manage the privileges of Contentful users through a SAML-based Identity Provider (IdP) used by the customer.
Static webhook IPs — Webhook responses are fired from a predefined range of IP addresses allowing customers to whitelist Contentful services in accordance with internal security policy requirements.
Teams — Ability to group users into teams. A team can also be assigned space memberships in which case all team members inherit those roles & permissions.
Trial spaces — Temporary and reusable spaces for prototyping new projects or testing premium features separately from your production spaces. Not covered by SLA, and expire after 30 days.
User management API — A dedicated endpoint for managing organizations, organization memberships, teams and space memberships.
Workflows — Ability to create a series of stages for content entries to progress through during the publishing process.
- Multiple workflows — Teams can utilize dedicated workflows for their specific review processes and governance requirements.

Premium Plus features

Dedicated infrastructure — Technical infrastructure with reserved capacity for storing, indexing, and delivering a single customer’s content (single tenant)
PCI DSS compliance — Annual PCI DSS attestation of compliance as a merchant accepting payments with credit cards.

NOTE: Premium Plus also includes all Premium features.

Add-on features

Multi-region delivery infrastructure — High-availability infrastructure for actively delivering all published content through the Contentful Delivery API, Images API, and GraphQL API from two separate regions of vendor choice.
EU data residency — Store your content and user profiles in the European Union – instead of the US – to enhance trust and solve your critical security and compliance needs. For more information, see our documentation.

Contentful Studio Features

Design system components — Imported atomic or molecular components to create on-brand experiences
Patterns — Saved design templates that provide structure to the front end and the ability to make edits at scale
Responsive design — Breakpoints that adapt the design layouts to web, tablet, and mobile preview environments
Design tokens — Tokenized design values are coded into elements for adherence to brand guidelines
Design property controls — Define which elements of a component can be changed (e.g. colors, paddings, fonts)
Localization — Content translation achieved via field-level localization to create experiences
Content binding — Map existing content in Contentful to structured designs for content reusability at scale
Experiences SDK — Register components for use within Contentful Studio by using the function provided by the SDK
Roles & permissions — Admins can decide who within an organization can use, create, edit, and manage content, patterns, and design elements within Contentful Studio.

Contentful Studio Entitlements

Studio-enabled spaces — up to 3 are included

Ninetailed by Contentful Start features

Experiments
- A/B/n Testing — A/B/n testing in Ninetailed by Contentful allows you to run experiments with multiple variants of your content. Set up one or multiple variants per experiment, show them to all users or just specific audiences, and analyze the performance using your tools or Ninetailed by Contentful's Experience Insights.
- Smart Traffic Allocation — Manage and allocate resources between competing strategies based on real-time performance data. Unlike traditional methods, which divide resources equally regardless of outcome, Smart Traffic Allocation continuously adjusts its strategy to favor the most effective options, leading to more efficient and effective experimentation.
Personalization — Dynamically serve tailored content and experiences adapted to user behavior and preferences for a relevant customer journey across all touchpoints
Insights (Basic)
- Experience Insights — Experience Insights tracks the performance of your Personalizations and Experiments. It empowers marketers and data analysts with powerful insights, enabling them to make data-driven decisions. Our tool is designed to provide statistical analysis without creating yet another source of truth, integrating directly into your current data workflow.
- Metrics Dashboard — Metric Dashboard provides an overview of all the metrics that you have set up. By default, Ninetailed by Contentful tracks the performance of all metrics that you have set up across all of your Experiences.
Basic Data Connections
- Google Analytics 4
- Google Tag Manager
- Zapier
Global Scale — Store profiles at the edge location nearest to each user to deliver experiments, personalized user experiences, and insights with low latency around the globe.
EU Data Residency — Store your profiles in the European Union to enhance trust and solve security and compliance needs.

Ninetailed by Contentful Core features

Everything in Ninetailed by Contentful Start and…

Insights (Advanced)
- Component Insights — Evaluate what content entries your Ninetailed by Contentful Audiences are seeing from within Contentful. Component Insights tabulates what content entries Ninetailed by Contentful Audience members have seen. You can use this information to identify the highest-impact content entries for personalized and/or experimental content.
- Audience Insights — Evaluate how your visitors are distributed among your Ninetailed by Contentful Audiences from within your content management system. Determining what content to experiment with or personalize starts with understanding your visitors. Audience Insights visualizes the number of profiles and sessions your Ninetailed by Contentful Audience had over time. You can use this information to identify the user segments with the highest impact for personalized and/or experimental content.
Premium Data Connections
- Albacross
- Contentsquare
- Rudderstack
- Segment

Ninetailed by Contentful Scale features

Everything in Ninetailed by Contentful Core and…

Insights (Advanced)
- Component Insights — Evaluate what content entries your Ninetailed by Contentful Audiences are seeing from within Contentful. Component Insights tabulates what content entries Ninetailed by Contentful Audience members have seen. You can use this information to identify the highest-impact content entries for personalized and/or experimental content.
- Audience Insights — Evaluate how your visitors are distributed among your Ninetailed by Contentful Audiences from within your content management system. Determining what content to experiment with or personalize starts with understanding your visitors. Audience Insights visualizes the number of profiles and sessions your Ninetailed by Contentful Audience had over time. You can use this information to identify the user segments with the highest impact for personalized and/or experimental content.
Linked Experiences — Linked Experiences allow you to use a single definition of a Ninetailed by Contentful Experience across multiple Content Sources. This ensures that the same variant is served to individual visitors across all your content.
Linked Audiences — Linked Audiences allow you to use Ninetailed by Contentful Audience configurations across multiple Content Sources or to access Audiences that are maintained programmatically via the Management API.

Ninetailed by Contentful Plan entitlements

Start

100k Monthly Active Profiles (MAPs*)
Max 1 Content Source**
Unlimited Experiments
Unlimited Personalization
Basic data connections***

Core

500k Monthly Active Profiles (MAPs*)
Multiple Content Sources** (1 included)
Unlimited Experiments
Unlimited Personalization
Basic and premium data connections***

Scale

1M Monthly Active Profiles (MAPs*)
Multiple Content Sources** (2 included)
Unlimited Experiments
Unlimited Personalization
Basic and premium data connections***

*Monthly Active Profiles (MAPs) — Monthly active profiles refer to the number of unique profiles (users) that have sent at least one event to Ninetailed by Contentful within a specified monthly timeframe. These profiles are considered active if they have interacted within the given period.

**Content Sources — A content source represents the connection between a content source (Contentful space, CMS, DAM, PIM, etc.) project and Ninetailed by Contentful.

***Data Connections — A data connection represents the connection between a customer data source and Ninetailed by Contentful.

Plan entitlements

Premium

Users — up to 3000
Locales — up to 40
Roles — unlimited usage, up to current Technical Limits

Premium Plus

Users — unlimited usage, up to current Technical Limits
Locales — unlimited usage, up to current Technical Limits
Roles — unlimited usage, up to current Technical Limits

Details on Technical Limits

Space entitlements

Intro — 25 Content types, 10k Records, 3 Environments (1 master + 2 sandbox)
Medium — 50 Content types, 50k Records, 4 Environments (1 master + 3 sandbox)
Large — 75 Content types, 200k Records, 6 Environments (1 master + 5 sandbox)
Extra Large — 150 Content Types, 1000k Records, 11 Environments (1 master + 10 sandbox)
2XL — 300 Content Types, 2 Million Records, 26 Environments (1 master + 25 sandbox)
3XL — 600 Content Types, 4 Million Records, 61 Environments (1 master + 60 sandbox)
Max — Unlimited Usage, up to current Technical Limits

Usage Limits

Each plan comes with a baseline amount of asset bandwidth:
- Premium — 10 TB per month
- Premium Plus — 40 TB per month
Spaces add additional asset bandwidth to the plans:
- Standard spaces: Intro, Medium, Large — each space adds 0.75 TB per month
- Premium spaces: Extra Large, 2XL, 3XL, Max — each spaces adds 2 TB per month
Asset bandwidth consumption above these amounts will be billed at USD / EUR 65 per TB per month.
Asset bandwidth is measured as the total size of all the assets downloaded within the usage period. Asset bandwidth also takes into account the assets cached on Contentful’s CDNs (Content Delivery Network). See more on asset bandwidth in the Usage Limits.
Functions — easily incorporate custom business logic or external content with serverless execution of event-triggered backend code snippets.
Function executions per month and organization are subject to use in accordance with our current Technical Limits. Includes capability usage: Orchestration, Custom external references via functions, and Apps usage: Shopify, Cloudinary, and Commercetools.
- Premium — 1 million function executions per organization per month
- Premium Plus — 5 million function executions per organization per month

Ninetailed by Contentful Usage Limits

Start
1. Only 1 content source. Additional content sources can’t be purchased.
2. Number of total Experience API calls per month can be up to 10 times the MAPs purchased.
Core
1. Number of total Experience API calls per month can be up to 10 times the MAPs purchased.
Scale
1. Number of total Experience API calls per month can be up to 10 times the MAPs purchased.

Service Level Agreements (SLAs)

Uptime SLA - Service availability

Content Delivery API
- 99.5% Silver
- 99.7% Gold
- 99.9% Platinum
- 99.99% Platinum, with Multi-Region Delivery Infrastructure
Asset CDN
- 99.5% Silver
- 99.7% Gold
- 99.9% Platinum
- 99.99% Platinum, with Multi-Region Delivery Infrastructure
Content Management API
- 99.5% Silver
- 99.5% Gold
- 99.5% Platinum
- 99.5% Platinum, with Multi-Region Delivery Infrastructure
Ninetailed by Contentful Experience API
- 99.5% Silver
- 99.7% Gold
- 99.9% Platinum

Support SLA - Maximum response time

Severity 1 (Critical)
- 8 business hours* - Silver
- 4 hours - Gold
- 1 hour - Platinum
- 1 hour - Titanium
Severity 2 (High)
- 16 business hours - Silver
- 8 hours - Gold
- 2 hours - Platinum
- 2 hours - Titanium
Severity 3 (Standard)
- 24 business hours - Silver
- 8 business hours - Gold
- 4 business hours - Platinum
- 4 business hours - Titanium

“Business hours” means Monday-Friday, 9am-5pm Pacific/Central European Time (based on contract location), excluding holidays.

Titanium Support includes a dedicated Slack channel. Customers purchasing Titanium Support must obtain or have a license from Slack to receive this entitlement.

Customers purchasing Titanium Support will also receive 20 hours of professional services for strategic guidance including training and enablement, consulting, Q&A sessions and related preparation and follow-up activities, all of which will be provided remotely. Such hours must be used during the 12-month period beginning on the subscription start date of the applicable Service Order. Any unused hours remaining at the end of such a 12-month period will expire and cannot be extended, transferred or rolled over. No refunds will be issued for unused hours.

TAM (Support)

Customers purchasing Dedicated or Shared TAM support will receive a Technical Account Manager (TAM) resource for the applicable number of hours set forth below, which include the following engagement activities based on the TAM level purchased (Dedicated or Shared). All TAM support will be provided remotely.

Weekly Call: Initial engagement level for ongoing guidance, consisting of updates and review of ongoing work, and discussion of active support tickets.
Quarterly Check-In: Review of the prior quarter and plan for the following quarter, including a health check of product usage as well as desired product demos or workshops.
Annual Retrospective: Review of the prior year and plan for the following year, with executive level focus, including a health check of product usage as well as desired product demos or workshops.
Support Hours: Hours to be applied to the above deliverables and related preparation and follow up activities.

Dedicated	Shared
40 hours/week	10 hours/week
160 hours/month	40 hours/month
480 hours/quarter	120 hours/quarter

Support hours for Dedicated or Shared TAM are purchased in advance. Such hours must be used during the subscription term of the applicable Service Order. Any unused hours remaining at the end of the subscription term will expire and cannot be extended, transferred or rolled over. No refunds will be issued for unused hours.