How do I access the support desk?

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.

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. 

We are also 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

Registering for the support portal

For the best support experience, we recommend you register for our support portal . By registering for the portal you can:

• view and respond to all tickets in your organisation 
• identify a priority level when submitting a ticket
• view all knowledge base articles that are not publicly accessible

You can also email support@dataweavers.com 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. 

How do I submit a ticket via the support portal?

1. Sign in to the support portal
2. Click on Submit a request 
3. Fill in the details and add any attachments 
   • Priority level is optional, refer to the definitions in Dataweavers support models and SLAs
4. Click Submit 

What do I need to include in the ticket?

To help us prioritise and resolve your request quickly, please provide us with all the relevant information relating to your issue:

• The specific error including:
  • Full screenshots or screen recordings
  • exact URLs
  • Sitecore feature
  • Azure DevOps feature
  • section of website
• The date/time required for the request
• Exact time and day it occurred and the environment so we can check logs
• Whether there was any inactivity during this working session or did it happen during editing
• Browser type
• Expected outcome vs. seen outcome
• The impact the issue is having (e.g. affected environment or business impact level)
• What has already been done to try and rectify the issue

How do I mark a ticket or request for urgent attention? 

When submitting a ticket through the support portal: 

• Choose High or Urgent as the priority level

When submitting a ticket by email: 

• Include 'Urgent' or 'Critical' in the subject line

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 us and log a priority 24/7 escalation via phone call.

Refer to the definitions in Dataweavers support models and SLAs.

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. 

We are also 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

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.

How can I see all the tickets for my organisation? 

1. Sign 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: 

• What do uptimes, outages and the alert process look like?
• What are the platform health monitoring levels and disaster recovery procedures?
• Sitecore 360 and Dataweavers
• Dataweavers support models and SLAs