Service Order Feature Descriptions, SLAs, and Usage Limits

Version: October 4, 2023

This page contains definitions and details on features, SLAs, limits, and more associated with Contentful subscriptions.

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.

  • 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 roles & permissions — Ability to define granular roles and permissions on space entities per user role.

  • 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.

Premium Plus features

  • 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.

  • Dedicated infrastructure — Technical infrastructure with reserved capacity for storing, indexing, and delivering a single customer’s content (single tenant)

  • Embargoed assets — Ability to restrict access to unpublished assets by requiring requests to the CDN to be signed with a valid signature.

  • 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 

Contentful Studio Entitlements

  • Studio-enabled spaces — up to 3 are included

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 spaces 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 $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

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

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 such12-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.

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