Sitecore encourages customers and partners to always provide sufficient information in support cases to help determine the correct impact and urgency of the problem and to follow best practices when interacting with the Sitecore Support team.
For customers who have upgraded to 24x7 Premium support, all critical and high-priority cases are monitored 24x7x365. Any updates from customers are always reviewed and followed up within 1 hour for critical and within 2 hours for high-priority cases.
Sitecore uses such information as the affected environment, business impact level, and problem description to prioritize support cases. As you submit a support case, ensure these fields contain correct information about the severity of the issue. For important project milestones, please provide information about the expected deadlines whenever possible.
If the severity of the support case has changed over time and increased attention is required, customers are advised to share appropriate information in the support case as soon as possible.
If Sitecore Support is not able to solve one or more support cases within a reasonable time period, incorrectly prioritizes the situation, or fails to meet the expected service levels, it is possible to escalate such cases to a Sitecore Account Representative via email.
When initiating an escalation, Sitecore customers and partners are encouraged to reach out to any Sitecore contact that they regularly engage with. This may include named Sales Representative, Customer Success Manager, Technical Account Manager.
The email message must include IDs for the escalated cases as well as the description of the circumstances.
If the Sitecore Account Representative is unavailable, for customers who have upgraded to a 24x7 Premium support plan, critical support tickets can be escalated by phone via the Sitecore Support Hotline.
Details about your Support Plan and Sitecore Support Hotline escalation process are available in your Sitecore contract, or you can request them from your Sitecore Account Representative.