This article describes how to use the Sitecore Support Hotline to escalate emergency situations to Sitecore Support Team.
The following article describes the process of using the Sitecore Support Hotline to escalate critical support tickets:
| Step | Notes | |
| 1 | Validate that the Support Hotline escalation is required |
To resolve most emergency situations, Support Hotline escalation may not be required. Sitecore Support team monitors all compatible support cases 24x7x365 and whenever there is a need to get immediate attention from Sitecore Support, creating a new case or posting a message to the currently open support case will automatically trigger internal escalation and ensure immediate follow-up from Support Escalation Engineer according to the Support SLA, which is typically 1 hour for P1-Critical 24x7 Premium support cases. It is recommended to use Support Hotline only as a backup option in case responsiveness level within the existing support case does not meet the service level commitments, or in scenarios such as temporary lack of access to the support portal that takes time to resolve. |
| 2 | Ensure that your Sitecore Support Plan is 24x7 Premium |
Review your support contract to confirm the support plan that you have. Support plans different from 24x7 Premium do not allow hotline escalations. 24x7 Premium can also be referenced in your support contract using one of the legacy names:
Additionally, the following legacy support plans are allowed:
24x7 Premium support is automatically included as part of the Content Hub Enterprise edition. |
| 3 | Ensure that the Support Case describing your issue has been created | The support ticket provides information about your Sitecore setup and describes the issue, which is important for the troubleshooting process and follow-up technical communication. |
| 4 | Ensure that the problem described in the case falls under the Critical or High severity level | Sitecore Severity Level definitions are available here: KB0583182. Problems not evaluated as Critical or High are not a subject for hotline escalation. |
| 5 |
Ensure that a trained Developer, Administrator, or Named Support Contact is available to work on the problem |
To effectively resolve critical issues, Sitecore Escalation Engineer requires access to information that in many cases can only be provided by technical people with appropriate level of access and who are acquainted with the specifics of your implementation. When using the support hotline, it is required that either a Certified Developer, a Certified Administrator, or a Named Support Contact is available to investigate the issue together with the Sitecore Support team. |
| 6 | Call the Sitecore Support Hotline |
The Sitecore Support Hotline is available on the following telephone numbers: United States: United Kingdom: Malaysia: When you call the Support Hotline, your call will be handled by an automated voice agent. Please follow the guided steps provided by the voice assistant to ensure your request is logged accurately and routed to the appropriate support team:
The system will then transfer the information to our support team. A Sitecore agent will review the details and ensure the information is forwarded to the appropriate team, who will contact you shortly. |
| 7 | Wait for a follow-up | After completing the call, a Sitecore Escalation Engineer will contact you using the provided contact information and in accordance with the service levels associated with your support plan. |