How do I access the support desk?

Lynsey Jackson
Lynsey Jackson
  • Updated

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.

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 to request support.

How do I register for the support portal?

  1. Click on Sign in in the top right-hand corner of this page, then click on the link to Sign up.
  2. 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

What does Dataweavers provide support on?

Dataweavers provides a Service Level Agreement (SLA) for service availability and performance at the level described within your contract. Dataweavers has in place 24x7x365 proactive website monitoring to alert our team to carry out remediation in the event of any issues to ensure that we uphold this SLA, this includes issues such as a full site outage. In parallel our team will notify you of the issue and expected recovery time.

It is a highly rare occurrence for our customers to identify a Priority 1 issue prior to our team, however in this unlikely scenario Premium customers may contact our team and log a priority 24/7 escalation via phone call.

In addition, we are here to help resolve any other issues relating to the management of your underlying platform and Azure DevOps environments.

Issues relating to source code or configuration would be considered development-specific, and therefore not in the scope of Dataweavers support. We would defer these requests to your development partner or internal development team for further investigation and resolution.

Please also see article Sitecore 360 and Dataweavers for a RACI chart between Dataweavers, Sitecore360, Customer and Partner.

Examples of support requests you can submit

  • Scaling request
  • New Dev/UAT environment
  • Database rehydration
  • Add/Edit/Remove Firewall policy
  • Add/Edit/Remove permissions
  • Request database backups
  • Add/Edit/Remove User/role/permissions
  • Request Sitecore package installation
  • Re-index Sitecore indexes
  • Clean Sitecore databases
  • Request Security Report
  • Request Speed Report
  • Create branch
  • Change/update release branch
  • Update release approvals
  • Add/Edit/Remove user git access
Cost & Billing
  • For eligible customers (see your Managed Service Agreement) request cost and billing breakdown

Support phone numbers for escalations

These are the phone numbers for each region. Customers may call a support number during Business Hours for Standard customers or 24x7 for Premium customers. P1 escalation calls must also be followed up with a ticket.

Region Number
APAC +61 (0) 483 901 121
UK & EMEA +44 (0) 7400 374 066
US & Canada +1 (888) 817 3688

How can I see all the tickets for my organisation? 

  1. Log into the support portal 
  2. Click on your profile icon
  3. Select Requests from the dropdown menu
  4. Click on Organization requests

Response times

Read more about our SLA-backed model and target response times in our Help Centre article Dataweavers support models and SLAs


Related articles: 

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