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Sitefinity Scope of Support

What is Covered

Product Guidance & Troubleshooting

  • Providing explanations & guidance of:
    • Standard product functionality
    • Configurations
    • Best practices for product usage
    • Demonstrating product API usage through code samples
  • Diagnosing/troubleshooting warnings, errors and exceptions within Sitefinity
  • Performing Root Cause Analysis
    • Checking product configurations
    • Analyzing Sitefinity logs
    • Narrowing down the cause to product or customization

Product Defects & Enhancement Requests

  • Diagnosing and reporting bugs that appear to be in Sitefinity
  • Diagnosing bugs in product extensibility using Sitefinity API. Customer shall isolate issue to a sample of reproducible project or code
  • Suggest workarounds for product defects where possible
  • Providing guidance on how to access new releases, hotfixes/patches and internal builds
  • Providing guidance how to log Enhancement Requests in the feedback portal

Product, Compatibility & Version Information

  • Providing clarification of platform compatibility
  • Suggesting specific Progress products to accomplish specific goals

Performance Related Support

  • Reporting of performance bugs in Sitefinity
  • Providing general guidance on performance improvements and best practices (no system specific tuning)

Remote Assistance

The Sitefinity Tech Support team can suggest remote sessions for the purpose of observing the reported behavior on the customer's environment. These sessions are initiated by the Tech Support Engineer applying best judgment into determining the best approach for progressing the case through resolution. Customer will have the responsibility and control of the session

Phone Assistance

Sitefinity Phone Assistance is available for all new Sitefinity license sales. Some legacy license plans (e.g. Standard Edition) may not have access to phone support. If your license does not currently include Phone Assistance, please contact our Sales Team to discuss upgrade/renewal options

Working with Support

What is Not Covered

For areas that fall outside the scope of Technical Support, we recommend that you work with our certified Sitefinity Solution Partners and consult with our Professional Services for guidance and audit of the solution architecture and performance best practices.

Custom Implementation for Client Requirements

  • Providing custom implementation
  • Implementing a solution using customer-written code or applications

Project Upgrades

Sitefinity support service does not include upgrading client projects. We may provide assistance on upgrade-related questions and post-upgrade issues and in doing so, may request the client’s original (pre-upgrade) project version in order to investigate the experienced problems

Project Migration

Sitefinity support service does not include migrating legacy Sitefinity projects. We may provide assistance in the form of guidance on best practices, sharing available resources, or helping resolve post-migration issues related to Sitefinity product and its API

Performance Tuning of Sitefinity Project or Running Performance Analysis on Client Code

  • Analyzing custom code and implementation for performance issues
  • Tuning the performance of a site

Refactoring & Debugging Custom Code

While in the process of debugging a Sitefinity issue Support will analyze the project code to identify root cause, however, we will not perform general debugging or refactoring to improve overall code quality

Debugging Environmental Issues

Client issues related to environments which are not set up according to our official documentation are considered outside of the scope of the Sitefinity support service. We may propose our best practices approaches, and offer clients advice based upon general knowledge, however additional assistance falls outside the scope of support

Remote Debugging Client Issues

Remote debugging sessions do not cover implementing, debugging or modifying the project code or environment. During these sessions the Tech Support Engineer might observe the project configuration and may suggest modifications to it

General Environment & Networking Tasks

  • Disaster recovery planning
  • Overall environment architecture planning
  • Proactive monitoring of the application environment
  • Database health checks or optimization
  • Administrating, configuring or debugging the customer’s system or network

Third-Party Product Support

  • Recommending, assessing or troubleshooting third-party products
  • Supporting files or contributions not created with Sitefinity, or supporting files from 3rd parties,
  • Communities or Professional Service

Customization

Unauthorized modifications made to shipped Sitefinity files, code, database schema or scripts

Providing Training

Support for Trial/Evaluation Licenses

Technical support during product evaluation is provided by our pre-sales engineers and we encourage you to contact us through your sales representative or sales@sitefinity.com with any questions you may have prior to purchasing the product.

Providing Direct Access to Development Staff

Disclaimer

The information provided on this and related page(s) is intended to outline Progress’ general Sitefinity support services and Sitefinity product features. It is intended for informational purposes only and should not be relied upon when making any purchasing decision. Please see the Sitefinity End User License Agreement (available at: http://www.sitefinity.com/purchase/licenseagreement) for details, limitations and exclusions.