Description

Sitecore partners and customers must select a valid Sitecore License when registering support cases on behalf of another company.

• Sitecore customers must select the license that is used in the affected project.
• Sitecore partners filing support cases related to a customer's project must select the affected customer's account and license.
  For partners, this is the preferred method for opening support cases as it allows determining the proper project information as well as the associated support plan.
• Sitecore partners filing support cases for internal research needs must select their Partner License.
• Provided license must have a valid Sitecore Maintenance Plan associated with the license.

If you are not able to find the needed company and its license when creating a support case (for example, when an implementation partner needs to create a case on behalf of a customer), you need to register a relationship with that company as described in one of the following sections. Note that any registered relation expires in 180 days in case no support cases have been created for that period and it needs to be registered again after expiration.

How To Create Cases On Behalf Of Another Company

To create a case on behalf of another company using the Sitecore Support Portal:

1. Log in to https://support.sitecore.com/ under the appropriate user.
2. Select a customer company and license in the Contract field when creating a case. For more details see KB0654910#HowToCreateASupportCase.
3. If you are not able to find a customer company and license, register a relationship with the license that is used in the affected project as described below.

To create a case on behalf of another company using the Sitecore Cloud Portal:

1. Log in to https://portal.sitecorecloud.io/ under the appropriate Sitecore partner email.
2. On the menu bar, click Open switcher and click Switch.
3. In the Switch organization pane, click the organization you want to switch to.
4. Create a case as specified in KB0654910#HowToCreateASupportCaseUsingSitecoreCloudPortal.

How To Add Partner-Customer Relationship

For Sitecore software that does not use the License.XML file (such as Sitecore Content Hub, Boxever/Customer Data Platform, OrderCloud), the relationship with another company should be registered in the following way:

1. Obtain explicit confirmation from a representative of the target company.
2. Request the relationship to be configured by sending an email to SupportPortalAccess@sitecore.com.

How To Add Partner-Customer Relationship For XP And XC Products (Using License.XML File)

Important: To register a relationship with a company, it is necessary that you be a Certified Sitecore Developer, a Certified Sitecore Administrator, or a Customer Technical Contact (Cloud Contact).

The License.XML file is supplied to customers to use Sitecore software such as Experience Platform (XP) and Experience Commerce (XC).

To register a license of another company using the License.XML file (for example, when an implementation partner needs to create a case on behalf of a customer), do the following:

1. Log in to https://support.sitecore.com/ under the appropriate user.
2. Click the Create Service Requests menu item on the home page:
   

   

3. Click Account Management in the Catalogs drop-down menu on the top left of the page:
   
   
4. Click Account Management (1) under the Categories:
   
5. Click the link Register customer license (2) to be redirected to the Register customer license window.
6. Drag and drop the file license.xml or click Add attachment at the bottom of the page, specify the path to the file and click Open.
7. Ensure the license.xml file is valid (the Sitecore application can start without issues with the current license).
8. Click Submit.

When this has been done, you will be able to select a customer company and license when creating cases.