Support Programs

Whatever your site needs, Sitecore has the support package to back it up. Our support packages can include the following:

• Technical Telephone Support, handled by local or regional support
• Online Helpdesk for Developers, staffed by expert Sitecore technicians
• Software Maintenance and Upgrade for new functionality and fixes
• Community Forum, with thousands of posts on installing and using Sitecore
• Documentation Library, including guides and best practices

Bronze Support

Sitecore customers automatically receive the comprehensive Bronze support program for the first year at no additional charge. After the first year this program is available on a fee basis.

Silver Support

Available on a fee basis as an upgrade to the Bronze package, Silver support provides enhanced telephone support offerings and guaranteed response within 2 hours during normal business hours.

Gold Support

Gold support, the highest level of support offered, guarantees response within 1 hour, 24x7, with priority escalation and Sitecore corporate management supervision of any issues.

Details

Telephone Support
Calls are handled by your local or regional Sitecore support contacts, as determined by your Support Level and local agreement. We stand behind our products, and offer a number of means in addition to the telephone which may be more convenient and effective for you.

Certified Developer Help Desk
Sitecore provides a helpdesk portal for individuals currently certified as Sitecore trained developers. This portal is operated by a skilled Sitecore technical team which provides assistance. Trouble incidents can be opened 24x7, and each Issue ID number will be responded to in no more than one (1) business day, but often within a few business hours.

Developer Forum
The developer forum is an active online developer community of Sitecore users.
This portal offers a wealth of shared experiences among the many certified Sitecore developers worldwide, with fresh and historical insight available 24x7. There are hundreds of postings each week among end customers, partners, and Sitecore technical staff.

Documentation Library
Sitecore’s online documentation library totals over 3,500 pages of technical documentation, tool downloads, code snippets, reference documents, FAQs, and articles. Documents cover a range of site construction levels and topics, API details, troubleshooting techniques, relevant conceptual articles, tutorials, external integration examples, training materials and more.

Software Maintenance
The Sitecore Maintenance Program includes free access to all new versions of the Sitecore software to keep your implementation current. This includes all major releases, incremental upgrade releases, and discretionary patches.