How to escalate a support ticket

  • Support Prioritization

    Sitecore encourages customers to always provide sufficient information in supports ticket to help determine the correct impact and urgency of the problem, and to follow best practices for interacting with the Sitecore Support team.

    If Sitecore Support is not able to solve one or more support tickets within a reasonable time, incorrectly prioritizes the situation, or fails to meet expected service levels, Sitecore provides an ability to escalate such tickets to secure the attention of Sitecore management.

  • Escalation via Email Message

    Sitecore Customers and Partners who have ongoing tickets on the Sitecore Support Portal can escalate such tickets to a regional Sitecore representative via email message.

    The email message must include IDs for the escalated tickets as well as a description of the circumstances.

  • Sitecore Support Hotline

    For Sitecore customers who have upgraded to 24x7 Premium support, critical support tickets can be escalated by phone using the Sitecore Support Hotline. Such escalation enables enhanced response times and guarantees phone support from a Sitecore Escalation Engineer.

    Details about the Sitecore Support Hotline escalation process can be requested from your Sitecore representative or by contacting the regional Sitecore office.

  • Additional references

Applies to:

Sitecore Support Portal 1+

February 02, 2015
June 05, 2017

Keywords: 

  • Support Portal