How to use Sitecore licenses on the Support Portal

  • Licenses of the company that the current user belongs to are available by default. They can be chosen in the Contract field of a support case.

    Sitecore partners and customers must provide a valid Sitecore License to register cases on behalf of another company. Please refer to the How To Create Cases On Behalf Of Another Company section of this article for more details. 

    • Sitecore customers must select the License that is used in the affected project.
    • Sitecore partners filing support cases related to a customer’s project must select affected customer's account and license.
      For partners, this is the preferred method for opening support cases as it allows determining the proper project information as well as the associated support plan.
    • Sitecore partners filing support cases for internal research needs must select their Partner License.
    • Provided License must have a valid Sitecore Maintenance Plan associated with the license.

    In case of related questions, or problems using licenses on the Sitecore Support Portal, or if you don't have a license file for some reason, please contact your regional Sitecore representative.

  • The license associated with your company should automatically be available when you create a new case.

    To be able to create cases on behalf of another company (for example, when an implementation partner needs to create a case on behalf of customer), perform the following steps:
    1. Log in to the under the appropriate account.
    2. Click on the Create Service Requests menu item on the homepage.

    3. Choose the Account Management menu item in the Catalogs drop-down menu on the top left of the page.

    4. Click on the Account Management (1) under the Categories.
    5. Click on the link Register customer license (2) to be redirected to the Register customer license window.
    6. Drag and drop the file license.xml or click on the Add attachment (at the bottom of the page), specify the path to the file and press the button Open
    7. Click the Submit.
    Once this has been done you will be able to select a customer company and license when creating cases.

Applies to:

Sitecore Support Portal 1+

August 08, 2019
February 21, 2020