Work with the Matomo team to gain insider knowledge and use Matomo Analytics to its full potential faster with less effort

At Matomo, we understand that time is hard to find in your busy day-to-day schedule to set up and often taking full advantage of your web analytics platform can feel like a daunting task. However, the Matomo On-Premise Support Subscriptions are designed to help relieve the load and we are here to assist you every step of the way. 

Support Resources

For questions about Matomo Core or features included in the free version of Matomo, visit the Matomo Help Centre for product documentation, troubleshooting guides, FAQs, and video tutorials.

The Matomo Forums are also available for community-driven support, implementation advice, and discussions with other Matomo users.

Individual Premium Plugins

When you purchase an individual Premium Feature, our team provides support for that feature. This includes troubleshooting, product-related questions, and guidance on expected functionality.

If you need assistance with a Premium Feature, including reporting an issue, submitting feedback or a feature request, or asking a product-related question, contact our team at shop@matomo.org.

Browse all available Premium Features and find the tools that best match your analytics requirements.

On-Premise Bundle Support

Matomo On-Premise bundles include different levels of support depending on the plan you choose. Support is designed to help you get set up, resolve product-related questions, and make better use of the Premium Features included in your bundle.

Team Bundle

The Team Bundle is designed for smaller teams that want access to essential Premium Features with reliable email support.

With the Team Bundle, you get email-based support for the Premium Features included in your bundle, along with access to onboarding documentation and self-service resources.

Included support:

  • 1-hour live setup call with an installation engineer
  • Installation and configuration documentation
  • Email support
  • 12-hour initial response target during support hours
  • 24/5 support coverage
  • Access to onboarding documentation and self-service resources

Best for teams that want practical product support while managing setup and adoption mainly through self-service resources.

Learn more about the Team Bundle and how to get your team direct access to product specialists when questions arise.

Business Bundle

The Business Bundle is designed for growing organisations that need a broader analytics toolkit and additional guidance during onboarding and adoption.

With the Business Bundle, you get structured onboarding and adoption support from a solutions consultant. This helps your team configure Matomo correctly, understand relevant features, and start getting value from your data more quickly.

Included support:

  • Live installation and setup support, as needed
  • Installation and configuration documentation
  • Structured onboarding and adoption support
  • Periodic check-ins focused on best practices, product usage, and early success
  • Access to onboarding documentation and self-service resources
  • Email support
  • 12-hour initial response target during support hours
  • 24/5 support coverage

Best for organisations that need help turning analytics requirements into a practical Matomo setup across teams.

Discover how the Business Bundle brings together advanced analytics features and expert support.

Enterprise Bundle

The Enterprise Bundle is designed for larger organisations that need strategic support, guided onboarding, and ongoing Customer Success involvement.

With the Enterprise Bundle, you are paired with a dedicated Customer Success Manager who helps define a tracking and adoption strategy, guide onboarding, and support ongoing usage across teams. Periodic value check-ins help ensure Matomo continues to support your changing business needs.

Included support:

  • Live installation and setup support, as needed
  • Guided onboarding experience
  • Training and adoption planning
  • Support with setting goals and defining segments
  • Dedicated Customer Success Manager
  • Ongoing strategic guidance and value check-ins
  • Access to experts for more complex use cases
  • Priority email support
  • 12-hour initial response target during support hours
  • 24/5 support coverage

Best for organisations that need a more guided experience and want Matomo to support broader analytics, reporting, and governance goals.

Explore the Enterprise Bundle features, support, and advanced capabilities available to larger organisations.

VIP / Custom Support

VIP / Custom support is designed for organisations with complex deployments, large-scale usage, specialised integrations, or advanced performance requirements.

With VIP / Custom support, you receive Matomo’s highest level of service, combining dedicated Customer Success management, integration support consultations, and accelerated response times. Our specialists provide guidance on custom configurations, integrations, and complex implementation requirements.

Included support:

  • Live installation and setup support, as needed
  • Custom managed onboarding experience
  • Dedicated Customer Success team
  • Dedicated project manager for onboarding
  • Extensive training and adoption support
  • Support with setting goals and defining segments
  • Integration support consultations
  • Database tuning and archiving optimisation guidance
  • Strategic planning and regular business reviews
  • Access to specialists for complex use cases
  • Priority email support
  • 6-hour initial response target during support hours
  • 24/5 support coverage

Best for organisations with advanced technical, operational, or strategic requirements that need a highly personalised support experience.

Whether you’re managing a global rollout, specialised integration, or complex implementation, our team works closely with you to understand your environment and support your organisation’s goals. Contact our Sales Team.

What support covers

Matomo support covers product-related questions for the Premium Features included in your bundle, including expected functionality, troubleshooting, configuration guidance, and usage advice.

Custom development, third-party tool implementation, and hands-on server administration may require a separate custom support arrangement.