Support Programs

Sitecore provides a range of support services to meet all customer needs. Three support packages are available: Standard Support, Priority Support and 24x7 Priority Support. These three support packages provide increasing levels of responsiveness, from one business day down to as little as one hour for business-critical issues.

The Sitecore Maintenance Program includes access to all new versions of your Sitecore software, including all major releases, incremental upgrade releases, and discretionary patches.

In the first year and beyond, customers may upgrade their support package to Priority Support or 24x7 Priority Support for an additional fee.
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Standard Support

Standard Support is included with all Sitecore Maintenance Agreements and includes:

  • Access to the Sitecore Support Portal
  • Developer Community Forum access
  • Documentation Library access

Standard Support offers a target first response time of 24 hours from receipt of tickets logged via the Sitecore Support Portal.

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Priority Support

Priority Support is an optional upgrade to Standard Support and provides a telephone escalation service with enhanced response levels for business-critical issues affecting production environments (for telephone support during development, please see the Sitecore Buddy service offering).

Telephone support is available during normal business hours and Sitecore offers a guaranteed response time for Priority Support customers of no more than two business hours.

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24x7 Priority Support

24x7 Priority Support provides all the benefits of Priority Support but adds 24x7x365 support for business-critical issues affecting production environments. Designed to help customers maximize uptime, the guaranteed response time for critical issues is reduced to one hour, 24 hours a day.

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.

Sitecore Support Portal
Sitecore provides a support portal for Sitecore Certified Developers and Sitecore Certified Administrators. Support tickets can be opened 24x7, and each ticket will be responded to in no more than one business day, but often within a few business hours.

Developer Forum
The developer forum is an active online developer 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. There are hundreds of postings each week among 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.

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Ogden City | Read Case Study >

We have all the complexity we need behind the scenes, yet Sitecore makes this transparent to our users. The site will continue to grow – in a managed and controlled manner.

- Denise Taylor, Ogden City