Frequently Asked Questions

Need answers? We got 'em.
  • What is Contentful Web App?

    This is the web application, or the user interface, where editors can manually create, edit and manage their content.

  • How do you define a user?

    We mean the users of the Contentful Web App. Every user (every writer, editor, developer and so on) would have an individual account which they would use the app with.

  • What is a Content Type?

    A content type works like a stencil which defines the structure of entries which can be created within a space. The collection of all content types in a space is typically called content model.

    For example, let’s assume you're creating a quiz game similar to Who wants to be a millionaire. You would create a content type called Quiz question. It will contain five text fields: one for the actual question and 4 other ones for the answers. You will also need one Number field that will indicate the number of the correct answer.

    When the content type is created and activated, editors will be able to create entries of the Quiz questions content type. These entries is what the players will see, and, again, their structure is defined by the content type.

    You could also add more meta information to the content type to group questions by difficulty or category. Giving the content some structure through content types makes it more valuable and reusable.

  • What is a record?

    A record is an umbrella term for entries and assets. A space that has one entry and one image has two records. Each entry and asset are counted as a single record, regardless of how many times they are re-used within the space.

  • What is an API call?

    An API call is a request to one of the Contentful APIs, which include content management API (CMA), content delivery API (CDA), or content preview API (CPA).

  • What is a locale?

    It's a way to translate your default content into different languages or localize it for different countries. You can define the languages that your space should support by using ISO locale codes like en-US or de-DE. Each entry field is localized individually, plus we enable you to provide localized versions of your media assets. Please note that the number of locales varies by the space type.

  • What are roles?

    In Contentful, roles allow you to assign individual groups of users a different level of access to content. For example, you might want grant publishing and deleting rights only to your editor, but not to writers and translators (see the guide for more information). The more roles you define, the more sophisticated workflows your organization can follow. With the standard space types, you can choose from a list of pre-defined roles, while enterprise customers are free to define custom roles.

  • What do these roles — Admin, Editor, Author, and Translator — mean?
    • Admin. Can do everything, including work with entries, create and update content types, configure space settings and work with API keys
    • Editor. Can work with entries, does not have access to content types, API keys or space settings
    • Author. Can do everything an editor can do except for deleting, (un)publishing, (un)archiving entries
    • Translator. Can only work in the assigned language, can't create, delete, (un)publish, (un)archive any entries

    Please note that Developer and Freelance roles have been deprecated in the current product version and are only available on select legacy plans.

  • What is onboarding support?

    Your customer success manager will get on a call with you to guide you through the product and help you set up your space.

  • What is an SLA?

    Service Level Agreements (SLAs) are legally binding performance criteria our service adheres to. The criteria include guaranteed uptime and response time and vary by the SLA type. Automated service monitoring, on-call teams, and risk mitigation procedures underpinning our SLA commitments form an integral part of the enterprise product offering. As a result customers can only purchase SLAs as a part of an enterprise agreement. Customers using our on-demand service do so without any performance guarantees. Please note that all enterprise agreements require an SLA.

  • What is a dedicated infrastructure?

    Our on-demand customers are hosted on a shared infrastructure cluster, subject to standard API rate limits. Though unlikely, it is conceivable that the actions of some users may impact the experience of others, especially on the Content Management API layer. Enterprise customers are hosted on low-density or dedicated infrastructure, highly reducing or totally eliminating this risk of an outage due to the actions of other Contentful customers.

  • What happens when I purchase a paid space type or add more than 10 users?

    If you purchase a paid space type, you will be charged a monthly fee at the beginning of a month. The price of the space varies by space type. You will have to pay a monthly fee for each user on top of the 10 free users included in the use of Contentful. You can have as many paid spaces and users as you need.

  • What type of spaces can I have?

    Customers on the Basic platform can choose from the following space types:

    Feature Micro space Small space Medium space Large space Performance spaces (enterprise-grade plans)
    GraphQL API no no no yes yes
    Master environments 1 1 1 1 1
    Sandbox environments 1 2 3 5 10+
    Content types 24 24 48 48 96+
    Locales 2 4 7 10 30+
    Roles Admin Admin, editor Admin, editor Admin, editor, author, translator Admin, editor, author, translator, freelancer, custom roles
    Records 5,000 10,000 25,000 50,000 100,000+
    Price $39/month $189/month $489/month $879/month Contact sales
    Support Standard Standard Standard Standard Guaranteed response time

    Each account comes with 1 free space, whose limits correspond to the Micro space limits. Customers can purchase additional spaces of different types based on their needs. On-demand customers can have up to 20 paid spaces per organization. Enterprise customers can purchase an unlimited number of spaces.

    In addition to the space types listed above, customers on committed, enterprise-grade pricing plans can purchase Performance-class spaces that come with higher limits and a number of advanced features. To find out more about space types available to your organization, visit the organizational settings section in the web app.

  • What is a Proof of Concept (PoC) space?

    The Proof-of-Concept space (PoC) is a type of space that allows existing customers to prototype a new project or learn how Contentful works free of charge.

    PoC spaces are only available to customers on the Enterprise-grade tier and, by default, can be used up to 30 days. At the end of this period, the PoC space can be discarded or converted into a standard paying space. Please contact your customer success manager for practical information on how to get started with PoC spaces. 

    PoC spaces come with the following limits:

    • Master environment - 1
    • Sandbox environments - 10
    • Roles - 7*
    • Locales - 30
    • Content types - 96
    • Records - 100,000

    * The PoC space includes five pre-configured roles (admin, editor, author, translator, freelancer) and supports custom roles and permissions. This allows you to modify pre-configured roles (with the exception of the admin role) and create new ones to match your governance requirements.

    Please note that while PoC spaces are free to create, they will contribute towards your organization's monthly API calls and bandwidth limits. If you exceed them, the regular overages fees apply: $5/1M API calls, $65/1 TB of bandwidth.

  • What payment methods do you accept?

    On-demand customers can pay for the subscription with American Express, MasterCard, and Visa credit cards. Enterprise customers have an option of paying with a wire transfer.

  • Do I have to sign a long-term contract?

    No, on-demand subscriptions are offered on a month-to-month, cancel-anytime basis. Enterprise customers who wish to access premium features and benefit from special services require a long-term contract. Please reach out to our sales team to discuss your needs and available options.

  • How and when can I change the space type I initially purchased?

    You can freely move from one space type to another. When upgrading to a higher space type or downgrading to a lower space type, your changes become effective immediately and your monthly bill is adjusted to reflect the new price. Customers moving to a more expensive space type will be charged the difference, customers moving to a less expensive type will be prorated at the end of the current monthly period.

    Please note that to downgrade to a lower space type, your space must fit within the limits of the new space type. On some occasions this might require deleting excessive environments, records, content types, locales or roles. Talk to us if you have additional questions.

  • What happens when I hit my space limits?

    Once you achieve the limit of environments, roles, locales, content types or records included in the space type, you will not be able to create another item. If you need to create more items, you can delete an existing item or upgrade to a space type with higher limits. Space admins can upgrade/downgrade a space to a different type directly in the web app.

    Spaces also include fair use limits for API calls and asset bandwidth. If you exceed those limits and have a valid credit card on record, you will be charged an overages fee for the excess amount. Extra API calls cost $5 per 1,000,000 calls, extra asset bandwidth $65 per 1 TB. Accounts without a valid credit card on record, will be throttled once they exceed the fair use limits.

  • Can I cancel my account at any time?

    Yes, on-demand customers can cancel their accounts at any time, directly in the web app. Your cancelation becomes effective at the end of the current billing period. For example, if your subscription started at March 15 and you cancelled at April 1, you will be able to use Contentful until April 14. The terms and conditions for enterprise customers on committed contracts are stipulated in the terms and conditions of the contract.

  • How do you count API calls?

    Any request made to our Content Delivery API, Content Management API or Content Preview API counts as 1 API call. Requests to the Images API do not count as API calls, but are counted towards bandwidth limits.

  • How is asset bandwidth measured?

    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).

  • How are requests to the cached content handled?

    API requests that lead to content cached in Contentful's CDNs are counted as API calls. Similarly, assets that are cached in Contentful's CDNs, when downloaded, contribute towards the asset bandwidth.

  • How many API calls / records / bandwidth do I need?

    Individual numbers vary from customer to customer and depend on the way you setup your content model, roll up the client app, or how much traffic you receive each month. However, most of our customers fit comfortably into the standard plan limits. You can consult your current monthly usage of API calls, asset bandwidth, and other metrics by visiting the usage section in the web app. Please note that technical constraints prevent usage stats from being displayed to customers on the legacy pricing plans.

  • What is the difference between different types of support you provide?

    Premium support guarantees the highest priority in the queue. Customers on the committed tier are assigned a dedicated customer success manager and enjoy response time guarantees.

    Standard support allows on-demand customers to open support tickets and communicate with the support agents on the website. While we do our best to answer questions prompty, standard support does not include guarantees on response time.

    Community support does not include access to support agents, but allows customers on free plans to use the Contentful community forum to find a solution to their problem.

  • How quickly can I expect your support team to reply?

    Customers on the committed tier enjoy response time guarantees indicated in the SLA package of their choice. We cannot provide response time guarantees to on-demand customers - it could take from a couple of hours to several days, depending on the queue and the nature of your inquiry.

  • How do I contact your support team?

    There are multiple ways to reach out to our support. One is to use the user drop-down in the top right corner of the Contentful Web App. Another is the support contact form. Customers on the committed tier can file a support ticket or reach out to a dedicated customer success manager. Please note that only On-demand & Enterprise customers will receive a reply from our support team when a ticket is created from the Support Form.

  • Can I import my content from other platforms into Contentful?

    We have migration tools to help you with that. If your existing data collection is complex, please talk to us and we'll gladly help. Please also note the rate limit of 600 Content Management API calls per minute.

  • How does logo attribution work?

    Attribution is required for organizations on a Pro Bono plan. (Historically, free Developer plans required this as well, but that requirement has been waived.) All it takes is adding a small powered by Contentful logo to the footer of your website, the credit section of your mobile app, or linking to our website in the Readme section of your repo. Spreading the word about Contentful will help us shoulder the costs of maintaining our free plans.