For the best support experience, we recommend you register for our support portal. The portal is our preferred method for raising a support ticket, and it will allow you to view all tickets in your organisation quickly and easily.
You can also email support@dataweavers.com to request support.
How do I register for the support portal?
- Click on Sign in in the top right-hand corner of this page, then click on the link to Sign up.
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Fill out the form with your name and email address and we’ll send you a welcome email so you can verify your email address and sign in.
What do I need to include in the ticket?
Your support request should include these details:
| Description/what is not working | e.g. I am unable to login to Sitecore |
| Expected outcome | e.g. I should be able to login to Sitecore |
| Environment affected | e.g. Production |
| When did the issue first occur | e.g. Today |
| Other information | e.g. page URL, Sitecore feature, Azure DevOps feature, section of website |
Here are some examples of support requests you can submit:
| Environment |
|
| Sitecore |
|
| Security |
|
| Performance |
|
| DevOps |
|
| Cost & Billing |
|
Premium customers
For Priority 24/7 escalations, here are the phone numbers for each region. Calls must also be followed up with a ticket.
| Time zone | Number |
| Australia & New Zealand | +61 (0) 7 3254 1818 |
| Europe | +44 (0) 1372 365718 |
| USA & Canada | +1 (470) 888 6241 |
We are here to help you resolve issues with your environment. When you make a support request, we will work with you to understand the actual issue you are trying to solve and may recommend a better course of action.