Sitecore Support Program terms

  • Sitecore Support Program is available at two different levels:

    Standard Support and 24x7 Premium Support. Such service levels do not apply to any beta or technical preview software programs or solutions Sitecore makes available to Customer.

    Sitecore shall provide the following Support to Customer for the licensed Software:

    Support Portal. Sitecore provides a staffed support portal to support Customer’s Named Support Contacts.  See "Support Cases" below for more information. "Named Support Contacts" means a Customer representative who has completed a training and passed IT Administrator or Developer certification for the appropriate Sitecore software.

    Sitecore Community Forum. Sitecore Community Forum is an active online 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.

    Documentation Library. Sitecore’s online documentation includes technical documentation (PDF), tool downloads, code snippets, reference documents, FAQs and articles. Documents cover a range of Sitecore construction levels and topics, API details, troubleshooting techniques, relevant conceptual articles, tutorials, external integration examples, training materials and more.

    Support Cases. Incidents and questions should be reported through the support portal at:
    http://support.sitecore.com/.

    Support Cases can be opened 24x7, and each Support Case will be responded to in accordance with the Service Levels set forth in Table 1 below. For sake of clarity, only Customer Named Support Contacts may open Support Case, and Customer may only have up to eight (8) Customer Named Support Contacts at any given time.

    The Support Case shall contain, to the extent known, applicable and/or possible:

    • (i) the name of the Solution to which Customer is subscribed;
    • (ii) the name/type of affected equipment;
    • (iii) Customer contact name, email address if available, telephone number;
    • (iv) the nature of the problem, a description of the problem and Customer's classification of the problem.

    Customer will provide Sitecore with as much information as possible to enable Sitecore to investigate and attempt to identify and verify the reported maintenance issue.

    Customer will work with Sitecore support personnel during the investigation of Support Case, as reasonably needed and in a timely manner.

    Support Lifecycle. For applicable software, Sitecore shall support any master release and its sub-versions in accordance with the Sitecore Product Support Lifecycle policy, which can be found at: https://kb.sitecore.net/articles/641167.

    Severity Levels, Target Response Times, and Support Ticket Resolution

    Sitecore shall categorize Support Tickets based on the business impact of the incident or question to Customer using the Severity Levels described in Table 1 below.

    Target Response Times

    Sitecore shall provide an update on the investigation, resolution, or escalation of the Support Ticket within the response times set out in Table 1 below based on the Severity (as defined below) of the Support Ticket.

    Table 1: Severity Levels and Target Response Times

    Severity Level Criteria Standard Support 24x7 Premium Support
    Critical
    P1
    Meets all of the following criteria:
    • Impacts the production environment; 
    • A continuous or near continuous site outage, a performance issue that severely inhibits usage of the site, or poor buying experience impacting revenue;
    • No workaround is available.
    1 Business Day
    1 Hour
    High
    P2

    Meets one of the following criteria with no workaround available:

    • In a production environment, an issue that highly affects business operations or critical marketing capabilities; 
    • In a production environment, an issue that causes severe but intermittent impact on visitor experience;
    • In a pre-production environment, an issue with immediate impact severely affecting imminent production project plans.
    1 Business Day 2 Hours
    Medium
    P3

    Meets one of the following criteria:

    • In production environment, does not critically affect business operations;
    • In production environment, impact of the problem is alleviated by the availability of a workaround;
    • In a non-production environment, causes impact on development or implementation activity, such as affecting future project plans, or preventing the development or implementation team from working on the project.
    2 Business Days 1 Business Day
    Low
    P4

    Meets one of the following criteria:

    • In a production environment, causes minor or no impact on business operations or visitor experience;
    • In a non-production environment, causes moderate or minor impact on development or implementation activity;
    • Documentation related queries or requests for product enhancements;
    • Issues that do not meet any of the higher severity criteria.
    3 Business Days 2 Business Days


    Support Ticket Resolution

    Sitecore will seek to find a resolution to a Support Case in accordance with the standards set out in Table 2 below. Upon the Effective Date of the Support Agreement, Sitecore shall provide Customer with contact information for issue escalation.

    Table 2: Severity Levels and Support Ticket Resolution


    Severity Level

    Standard Support
    24x7 Premium Support
    Critical
    Sitecore will make best effort to work on the problem during Business Hours until it has been resolved or a workaround has been provided.
    Sitecore will continue to work on the problem until it has been resolved or a workaround has been provided.
    High
    Sitecore will make best effort to work on the problem during Business Hours until it has been resolved or a workaround has been 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.


    Business Days are calculated as any day other than a Saturday or Sunday.

    Business Hours are calculated as follows:

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

Applies to:

Sitecore Support Portal 1+

August 04, 2015
January 11, 2021