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 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 |
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Sitecore |
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Security |
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Performance |
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DevOps |
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Cost & Billing |
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Premium customers
For Priority 24/7 escalations, here are the phone numbers for each region. 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?
- Log into the support portal
- Click on your profile icon
- Select Requests from the dropdown menu
- Click on Organization requests
Severity levels and target response times
Severity level | Criteria | Standard support reponse | 24x7 support response |
---|---|---|---|
Urgent P1 |
Meets all the following criteria:
|
1 Business Day |
1 hour (issues must be followed up via Support Hotline) |
High P2 |
Meets one of the following criteria with no workaround available:
|
1 Business Day |
2 hours (issues must be followed up via Support Hotline) |
Medium P3 |
Meets one of the following criteria:
|
2 Business Days |
1 Business Day |
Low P4 |
Meets one of the following criteria:
|
3 Business Days |
2 Business Days |