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What is Not Included in the Support Service

  • Custom implementation for client requirements

    Sitefinity support service does not cover providing custom implementation for clients based on wireframes or use case scenarios. We remain dedicated to supporting our clients’ use of Sitefinity and demonstrating some of  the best ways to utilize the product functionality and its API by providing guidance, advice and code samples on using the product API according to our best practices, and providing clients with reference to existing resources regarding a particular request. However delivering full implementation and integration based on specifications and wireframes is considered in the scope of Professional Services, which are provided by our Sitefinity Partners.

  • Project upgrades

    Sitefinity support service does not include upgrading client projects. This service falls in the scope of Professional Services, which are provided by our Sitefinity Partners.

    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. This service falls in the scope of Professional Services, which are provided by our Sitefinity Partners..

    We may provide assistance in the form of best practices guidance, sharing available resources, or helping resolve post-migration issues related to Sitefinity product and its API.

  • Running performance analysis tests on client code

    Sitefinity support service covers troubleshooting performance of the Sitefinity product and offering best practices suggestions and examples for delivering a project through Sitefinity.

    Analyzing custom code and implementation for performance issues falls within the scope of professional consulting and is covered by our Professional Services team.

    We remain dedicated to addressing any Sitefinity performance related requests, which a client identifies within the Sitefinity product implementation, however we reserve the right to apply additional charges if the identified problem is  related to the custom implementation or is the result of the client’s failure to follow our best practices guides.

  • Refactoring and debugging custom code

    Analyzing custom code and implementation for performance issues falls within the scope of professional consulting and is provided by our Sitefinity Partners.

    If clients experience issues which are not caused by the Sitefinity product we can assist by offering available resources or code samples demonstrating how to approach similar scenarios according to our best practices. In the process of investigating project issues we may request that our clients provide us with additional information such as IIS process dumps and access to custom code so that we may analyze the issues more efficiently.

  • 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 can propose our best practices approaches, and offer clients advice based upon general knowledge, however additional assistance falls within the scope of professional consulting that can be provided by our Professional Services team or by our Sitefinity Partners. 

  • Remote debugging client issues

    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. During these sessions the Tech Support Engineer might observe the project configuration and may suggest modifications to it.

    The sessions do not cover implementing, debugging or modifying the project code. Such requests are handled by the Sitefinity Professional Services team or by our Sitefinity Partners. 

  • Phone Assistance

    Sitefinity phone support is available only for Phone Assistance-enabled Sitefinity licenses.

    If your license does not currently include Phone Assistance, please contact our sales team to discuss upgrade/renewal options.

  • Disclaimer

    The information provided on this and related page(s) is intended to outline Telerik’s 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/license-agreement) for details, limitations and exclusions.