Sitecore Support - Service Level Agreements

  • The purpose of this document is to describe details of Service Level Agreements (SLA) associated with different Support Programs offered by Sitecore to its customers and partners.

    This document is provided as a convenience for our customers. It contains standard SLA details in effect at the time of article publication. Details associated with your specific License Agreement may be different.

    Please contact your Account Manager for more information on the service levels included with your License Agreement.

    For high-level overview of Support Programs and scope of services provided by Sitecore Support, refer to the following article:
    https://kb.sitecore.net/articles/463549

  • Severity definitions and Response Times

    Sitecore defines the following Severity Levels and Target Response Times depending on the Support Program associated with tickets created via Sitecore Support Portal.

    Severity Level Criteria Standard Support
    24x7 Premium Support

    Critical

    Meets all of the following criteria:

    • Impacts production content delivery environment; and
    • Involves continuous or near continuous site outage, or a performance issue that severely inhibits usage of the site; and
    • No workaround available.
    1 Business Day
    1 Hour
    (Issues must be followed up via Support Hotline)
    High

    Meets all of the following criteria:

    • Impacts production authoring environment; and
    • Involves continuous or near continuous site outage, or an issue that severely inhibits the ability of content authors to edit content; and
    • No workaround available.
    1 Business Day
    2 Hours
    (Issues must be followed up via Support Hotline)
    Medium

    Meets one of the following criteria:

    • In production environment, causes intermittent impact and does not critically affect business operations; or
    • In production environment, impact of the problem is alleviated by the availability of a workaround; or
    • In non-production environment, causes immediate impact on development activity, such as affecting upcoming project plans, or preventing the development team from working on the project.
    2 Business Days
    1 Business Day
    Low

    Meets one of the following criteria:

    • In production environment, causes minor or no impact on business operations; or
    • In non-production environment, causes moderate or minor impact on development activity.
    3 Business Days
    2 Business Days
  • Support Ticket Resolution

    Sitecore will seek to find a resolution to support tickets in accordance with the standards and/or timeframes set out in the table below.


    Severity Level

    Standard Support
    24x7 Premium Support
    Critical
    Sitecore will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided.
    Sitecore will continue to work on the problem until it has been resolved or a workaround has been provided.
    High
    Sitecore will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided.
    Sitecore will continue to work on the problem until it has been resolved or a workaround has been provided.
    Medium
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround.
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround.
    Low
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround if such a problem has not been resolved in the next maintenance release of Sitecore Software.
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround if such a problem has not been resolved in the next maintenance release of Sitecore Software.
  • Determining Severity Level and Support Program

    Severity Level for support tickets is determined by the Sitecore Support Team.

    We encourage customers and partners to provide detailed information in the support tickets to allow Support Team precisely determine the appropriate Severity Level.

    For 24x7 Premium Support program, Sitecore provides Support Hotline Number that must be used for indicating Critical or High severity situations.

    For Standard Support program, severity can be escalated by contacting the regional Sitecore office.

    Support Program is determined according to the Sitecore License used to open the support ticket.

    When Partner license is used to open a support ticket, Standard Support program is applied in accordance with the other terms and conditions of the Partner license.

  • Business Hours

    Business Days are calculated as any day other than Saturday, Sunday or a public holiday in Licensee’s country of residence.

    Business Hours are calculated as follows:

    • For Americas, 8am-6pm CST (2pm-12am UTC)
    • For Europe, 7am-5pm UTC
    • For Greater Asia, 6am-6pm MYT (10pm-10am UTC)
  • Historical Notes

    • Standard Support has previously been known as Bronze Support.
    • 24x7 Premium Support has previously been known as 24x7 Priority Support as well as Gold Support.
    • Sitecore used to provide Priority Support / Silver Support offering. This option is no longer offered to new Sitecore customers. It is also not available as an upgrade option for existing Sitecore customers. The offering remains valid for existing Sitecore customers who are currently using this support program.

Applies to:

Sitecore Support Portal 1+

August 04, 2015
February 08, 2017