Purpose
This article describes the eligibility, scope, service levels, and other details of Sitecore's support offering.
Overview
Sitecore's core support offerings consist of two levels of support service: Standard Support and 24x7 Premium Support. These support services provide increasing levels of responsiveness, from three business days for low priority problems, down to as little as one hour for critical issues, and varying hours of coverage.
Access to Sitecore support is typically provided to a Sitecore Solution Partner on the customer's behalf. This ensures that experienced and knowledgeable support personnel are available to provide direct support for the solution.
Customers with an active Sitecore Software Subscription are also provided access to Sitecore support.
In addition to these support services, Sitecore provides a number of resources for self-help as well as access to professional expert services, such as training, technical consulting, and business optimization services. Further details of these resources can be found in the Additional Sources of Help section of this document.
Access to Sitecore Support is offered through the Sitecore Support Portal available at https://support.sitecore.com.
Detailed support access requirement is documented in KB0654910.
Sitecore defines support as the investigation and resolution of difficulties using Sitecore products, documentation, and services. Support does not include consulting services or training of any kind.
In Scope
The following types of issues are defined as in scope for support:
Out of Scope
The following are examples of questions that are not included in the definition of Sitecore support:
For questions of this nature, we provide a number of resources to support our partners and customers. See the Additional Sources of Help section later in this document.
In addition, questions of the following nature are not included in the definition of Sitecore support:
For questions of this nature, contact your Sitecore Account Representative.
Sitecore JavaScript Services (JSS) Support
The following JSS products are fully supported:
Note that the Sitecore general Scope of support applies to the JSS products as well.
The JSS application samples are supported in a limited manner, namely, /samples for versions up to 19 inclusive and /packages/create-sitecore-jss/src/templates for 20 and later versions. They were designed as examples of a JSS application, and not as ready-for-production code. Developers are expected to extend and customize those examples according to their requirements. Bug reports and feature requests for the samples can be submitted. Immediate fixes, Implementation assistance, or advice for the Examples are not provided.
Note that there are community-based channels where assistance with the JSS products can be obtained. Also, pull requests and issues on GitHub can be submitted.
More information can be obtained here: https://jss.sitecore.com/help
To help customers manage this end-of-life transition and understand the role that Sitecore can play in helping customers use the latest Sitecore platforms and technologies, Sitecore utilizes three support phases as part of the Sitecore Support Lifecycle applicable to all commercial Sitecore products.
Mainstream Support Phase
These are the latest products or product versions eligible for the full scope of support services provided by Sitecore.
Extended Support Phase
These are older products or product versions that are no longer eligible to be Mainstream Support products. Ideally, customers will migrate to a newer product version before a product goes into Extended Support. However, as this is not always possible, Sitecore provides Extended Support as a solution to making sure your Sitecore products remain secure and supported on the condition of production issues.
Sustaining Support Phase
These are products or product versions that are no longer eligible to be Extended Support products. In rare situations when customers are not able to migrate to the latest product versions before the products are no longer eligible to be Extended Support products, Sitecore provides Sustaining Support as a stop-gap solution to get limited assistance with production issues and access to online documentation.
Up-to-date details of which versions of a particular product are in support can be found at any time in KB0641167.
Standard Support
Standard Support is designed to help Sitecore Certified Developers to stay on track with projects and production environment support commitments. Standard Support provides online portal assistance only, where developers can create, update, and track support cases.
The hours of operation for Standard Support are normal business hours as defined in the location where the Sitecore license was purchased.
The expected maximum response time for Standard Support cases varies from one to three business days depending on the issue severity.
Sitecore provides support in the English language globally, and in Japanese for customers located in Japan.
24x7 Premium Support
24x7 Premium Support is intended for customers that need enhanced response time for regular support issues, as well as round-the-clock support for business-critical situations.
24x7 Premium Support is available as an optional extra service to all Sitecore customers on the Sitecore Maintenance Program.
The hours of operation for 24x7 Premium Support for Critical and High severity issues are 24 hours a day, 365 days a year.
SLA
For every support issue and depending on the Support Program associated with the end customer, Sitecore determines the appropriate severity level and accompanies it with the expected response times and resolution standards.
The following references contain additional practical and detailed how-to information about working with the Sitecore Support team:
In addition to the Support Portal, Sitecore provides a range of online resources, training, and services. This section outlines some of those resources and provides guidance for locating further information.
Sitecore Documentation Library
Sitecore's online documentation includes technical documentation, tool downloads, code snippets, reference documents, FAQs, and articles. Documents cover a range of website construction levels and topics, API details, troubleshooting techniques, relevant conceptual articles, tutorials, external integration examples, training materials, and more. Access the Sitecore Documentation Library at https://dev.sitecore.net and https://doc.sitecore.com and https://docs.stylelabs.com.
Sitecore Knowledge Base
The Sitecore Knowledge Base site provides access to multiple documented known issues, how-to articles, and security bulletins published by Sitecore. Metadata associated with articles and smart search capabilities allow visitors to find the latest relevant information easily. Access the Sitecore Knowledge Base at https://kb.sitecore.net.
Sitecore Training
Sitecore training addresses the learning needs of all types of Sitecore users, from developers and administrators, to business users and marketers.
We have training centers around the world where we run regular public courses. We also provide private, on-site training for customers and partners.
The course availability and delivery options vary from region-to-region. Please contact your local Sitecore office for details of available courses, or check training dates on the Sitecore website – www.sitecore.com/training – where you can also register to attend courses.
Professional Consulting Services
Sitecore's Professional Consulting Services are designed to provide Sitecore Solution Partners with deep technical skills and experience to support project success.
Designed to work with project teams, these services are focused on providing implementation guidance and technical assistance via a series of reviews, checkpoints, and practical services.
Professional Consulting Services are available for all Sitecore Solution Partners but can be especially relevant for organizations new to working with Sitecore. Many of these services built on the knowledge gained from Sitecore Developer Training by communicating best practices and real-world knowledge of implementing Sitecore early in the partner relationship, enabling success from your very first project.
For further details, speak to your local Sitecore representative.
Sitecore Community Forum, Sitecore Blogs, and More
The Sitecore Community Forum is an active online community of Sitecore users. This forum offers a wealth of shared experiences among the many Sitecore certified developers worldwide, with fresh and historical insight available 24x7. Access the Sitecore Community Forum through https://community.sitecore.net/.
There are multiple Sitecore-related blogs and other information resources available on the web and driven by the Sitecore community. Some of the popular locations include technical Sitecore blogs at www.sitecore.net, as well as the community-driven information at stackoverflow.com:
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