This article describes the eligibility, scope, service levels, and other details of the Sitecore support offering.
The core Sitecore support offerings consist of two levels of support service: Standard Support and 24x7 Premium Support. These services are designed to provide varying levels of responsiveness, ranging from three business days for low-priority issues to as little as one hour for critical problems.
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.
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.
Access to Sitecore Support is offered through the Sitecore Support Portal available at https://support.sitecore.com.
Detailed support access requirements are documented in KB0654910.
Sitecore provides support in the English language globally, and in Japanese for customers located in Japan.
Standard Support
Standard Support is designed to help developers 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.
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.
The hours of operation for 24x7 Premium Support for Critical and High severity issues are 24 hours a day, 365 days a year.
The following references contain additional practical information about working with the Sitecore Support team:
The following are useful references about the support of specific Sitecore products:
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 sites at https://doc.sitecore.com and https://developers.sitecore.com.
Sitecore Knowledge Base
The Sitecore Knowledge Base site provides access to multiple documented known issues, support information, how-to articles, and security bulletins published by Sitecore. Metadata associated with articles and smart search capabilities allow visitors to easily find the latest relevant information. Access the Sitecore Knowledge Base at https://support.sitecore.com/kb.
Sitecore Community
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.com.
Additionally, 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 community-driven assistance at:
Sitecore Learning
Sitecore training addresses the learning needs of all types of Sitecore users, from developers and administrators to business users and marketers. Sitecore provides online and in-person trainings.
Check Sitecore Learning site for details https://www.sitecore.com/products/sitecore-training.
Sitecore Consulting Services
Sitecore's Consulting Services are designed to provide Sitecore Customers and 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.
Consulting Services are available for all Sitecore Customers and Partners and can be especially relevant for organizations new to working with Sitecore.