Sitecore Support: Discover Ways to Get the Help You Need

When implementing or managing enterprise-level websites like Sitecore sites, it is crucial to have reliable support and understand the process of resolving issues most efficiently.

As a Sitecore implementation partner or customer, you can access various Sitecore support channels and resources. Furthermore, additional options are available to obtain assistance with your Sitecore platform.

This guide will uncover ways to get support from Sitecore and look into other options for supporting your website.

Don't let Sitecore challenges hold you back any longer. So, here's what we are going to cover:

• Why Sitecore Support Matters?
• What are the levels of Sitecore support?
• What does Sitecore SLA stand for?
• How do I contact Sitecore support?
• How to create Sitecore support ticket?
• What is the purpose of Sitecore support package?
• What is Sitecore support lifecycle?
• Are there any other options for getting help with Sitecore?
• Conclusion

Why Sitecore Support Matters?

Having access to Sitecore Customer Support is more than just a helpline. It serves as your trusted Sitecore partner in maintaining the performance and functionality of your website.

Sitecore support services are available to guide you through any difficulties if you face technical problems, need help with implementation, or need advice on the best practices.

With access to Sitecore Support, you gain peace of mind knowing that a team of experts is readily available to address your concerns. From troubleshooting to resolving complex issues, Sitecore specialists enable you to maintain an optimized and reliable digital presence.

Sitecore CMS is a powerful platform with many features and capabilities. However, harnessing its full potential can only be challenging with proper guidance and support.

Sitecore support empowers you to leverage the platform's capabilities effectively, ensuring you extract maximum value from your investment.

What are the levels of Sitecore support?

Sitecore offers different levels of support Sitecore platform to cater to the diverse needs of organizations. Whether you require basic assistance or a higher level of support, Sitecore provides options that align with your specific requirements.

Selecting the appropriate support level is crucial to ensure you receive the necessary assistance when needed. To choose the right level of support, consider important factors like the size of your organization, the complexity of your Sitecore setup, and your internal technical abilities.

Sitecore offers two support packages for its customers:

• Standard Support: Once you can access the Sitecore Support Portal, you can anticipate receiving timely responses within 1 to 3 business days, depending on the issue's level.
• 24x7 Premium Support: With the premium support package dedicated Sitecore team is ready to respond and consult 24 hours a day with a response time of one hour.

What does Sitecore SLA stand for?

Sitecore Support Service-Level Agreements (SLAs) outline the response and resolution times for different support inquiries. SLAs ensure that your support tickets receive timely attention and set expectations regarding issue resolution.

Sitecore Support SLAs play a crucial role in ensuring the smooth operation of your website and minimizing downtime. Sitecore Support is committed to resolving your issues promptly by sticking to SLAs, allowing you to maintain a reliable digital presence and deliver an optimal user experience.

If you're looking for SLA options for your Sitecore setup, it's best to contact your local Sitecore representative.

How do I contact Sitecore support?

The Sitecore Support Portal is a centralized hub for managing your support-related activities. It provides a user-friendly interface to access support features, submit support tickets, and communicate with Sitecore Support representatives.

You must create an account and register your Sitecore licenses to access the Sitecore Support Portal. Once registered, you can log in to the portal using your credentials and gain access to the support resources available to you.

When you encounter an issue that requires assistance from the Sitecore support team, you can submit a support ticket through the portal.

How to create Sitecore support ticket?

Navigate to the Support Cases section in the portal to create a support ticket. Provide clear and concise information about your issue, actively collaborate with the support team, and stay engaged throughout the resolution process.

Maintaining open lines of communication, actively seeking clarifications, and providing timely updates are key elements for effective collaboration with Sitecore Support. Clear and concise communication ensures that support representatives understand your challenges and can provide appropriate assistance.

What is the purpose of Sitecore support package?

When seeking support from Sitecore, they may ask you for some essential information about your Sitecore website, including log files, web config, app config, and other relevant details, to conduct a thorough investigation.

The collection of information or data that has been gathered is often known as the "Sitecore support package." You can generate this information through two methods: automatic or manual.

Sitecore provides instructions on collecting the information and submitting the package to support.

What is Sitecore support lifecycle?

The Sitecore Support Lifecycle refers to the defined period during which Sitecore provides ongoing support and maintenance for specific product versions.

It outlines a product version's stages, from its initial release to its eventual retirement.

Understanding the support lifecycle is important for organizations using Sitecore to plan their upgrade and support strategies effectively.

The Sitecore Support Lifecycle typically consists of the following stages:

1. Mainstream Support Phase: This phase covers the latest products or versions and provides comprehensive support services from Sitecore. Customers in this phase are eligible for the full range of support offerings.
2. Extended Support Phase: In the Extended Support phase, the Mainstream Support phase no longer supports older products or versions. Although migrating to a newer version is encouraged, Sitecore offers Extended Support to ensure security and support for those unable to upgrade immediately.
3. Sustaining Support Phase: Products or versions that have surpassed the Extended Support phase enter the Sustaining Support phase. This phase provides limited assistance with production issues and grants access to online documentation. It is a temporary solution while encouraging customers to transition to the latest supported versions.

Are there any other options for getting help with Sitecore?

Although the Sitecore support portal is the primary platform for communicating with the support team and getting direct answers, there are alternative channels for obtaining assistance with Sitecore.

Sitecore Documentation and Knowledge Base

Sitecore provides extensive documentation as a valuable resource for developers, administrators, and content editors. The documentation covers various aspects of the Sitecore platform, including installation guides, configuration details, API references, and more.

The Sitecore Knowledge Base is a repository of articles, guides, and best practices that offer solutions to commonly encountered issues. Utilizing the knowledge base allows you to access self-help resources, troubleshoot problems independently, and better understand Sitecore's functionalities.

Sitecore Community

The Sitecore community is a thriving ecosystem of developers, marketers, and enthusiasts who share their knowledge, experiences, and insights. Connecting with the community allows you to access a wealth of shared knowledge and remain informed about new developments and advancements.

Sitecore forums provide valuable networking, learning, and troubleshooting platforms. By actively participating in discussions, asking questions, and sharing your expertise, you can benefit from fellow Sitecore users' diverse perspectives and experiences.

By engaging with the community, you can tap into this collective knowledge and leverage the expertise of experienced Sitecore professionals to enhance your skills and understanding of the platform.

Sitecore Developer Portal

The Sitecore Developer Portal is a dedicated platform for developers that provides a wealth of resources to support their development efforts.

It is a platform for devs where Sitecore experts and community members contribute their knowledge and expertise.

By exploring the content these individuals share, you can gain insights into advanced techniques, best practices, and innovative approaches to working with Sitecore.

More Support Sitecore Channels

To reach out to the Sitecore team, you can connect with them on social media channels like Twitter, LinkedIn, and Facebook. They have an active presence on these platforms.

Use Chat to communicate directly with Sitecore representatives through the website.

Sitecore provides traditional support channels such as phone and email. These channels offer direct and personalized assistance from Sitecore Support representatives.

Conclusion

Sitecore Support is crucial for a successful Sitecore website. It offers expert assistance, resources, and different support levels to address technical, infrastructure issues and optimize your platform.

Understanding the Support Lifecycle helps with upgrade planning and ensures ongoing support. Documentation, the Knowledge Base, and the Sitecore community provide valuable resources. Contacting Support through the centralized Support Portal facilitates effective communication.

With Sitecore Support, you can confidently manage your website, overcome challenges, and deliver exceptional digital experiences.