There's three major things that separates the "standard" and the "premium" editions of "pro":
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Time. The standard is three months, the premium is twelve
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Response. The standard is within 48 hours, the premium is 24.
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Scope. The standard support only deals with general umbraco questions (including questions for the umbraco apis), while the "Premium" also deals with questions specific to an implementation - called architectural advices.
To make it more clear what the difference between general umbraco questions and architectural advices are, we've made some sample questions.
Sample questions for the "standard" edition could be:
And questions for the "premium" edition could be:
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I need the Membership section in umbraco to work with my external SQL Database with users. I'll take care of the authentication myself, but I would like to be able to use MemberGroups for setting public access. What would be the best way forward?
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I've been asked to put together an article/news system. We'll probably have around 20 articles a month and we'll need to have monthly archives and full text search. I'm worried that the system will become unmanageable if I put all the articles under the same parent node, but is there another/better way?
Hopefully this help you - if still in doubt don't hesitate to contact us. We're here to help.