When you choose Sitecore to power your digital experience, you’re selecting a robust content management system designed to streamline workflows and deliver personalized content at scale. However, as with any complex system, you may encounter challenges or need assistance managing it. This raises an important question: Which Sitecore support option is best for your needs?

In this post, we break down the different support options Sitecore offers and explain how to determine which service will best suit your business requirements.

What Support Options Does Sitecore Offer?

Sitecore provides three main support packages to its users. Two of these options require access to Sitecore’s Support and Self-Service Portal, which is available to Sitecore customers, partners, or affiliates with an active account. You’ll need to register with your business email address to gain portal access.

Here are the main support options you can expect:

• Sitecore Standard Support: This service is designed to assist with less urgent issues. It provides expert responses within 1-3 business days, ensuring you receive prompt help for your queries.

• Sitecore Premium Support: Available 24/7, this option is for critical issues, offering responses within an hour regardless of the time of day. It’s perfect for urgent situations requiring immediate professional attention.

If you cannot access the portal for any reason, Sitecore’s open-source support resources are available for free. This includes access to the Sitecore Community Forum, Documentation Library, and Knowledgebase, where you can find valuable help from other users and experts.

Why Should You Use Sitecore CMS Support?

Sitecore’s Standard and Premium support packages are available to all customers and address many common issues. These services provide fast, expert solutions to ensure smooth operation of your Sitecore instance. Some of the main benefits include:

• Resolution of Issues: Whether it’s related to installation, development, or production incidents, Sitecore’s support teams help resolve these problems quickly.

• Product Fixes and Updates: Sitecore delivers patches and hotfixes for any product defects, ensuring your system is up-to-date and secure.

• Security Updates: Sitecore’s support includes timely security releases, which are crucial for keeping your system protected from threats.

• Version Support: If you’re upgrading to a newer version of Sitecore, their support ensures a smooth transition.

Additionally, SaaS Sitecore product support covers unavailability or performance issues related to Managed Cloud, OrderCloud, Content Hub, and other related services.

However, it’s important to note that these services are free only during the “mainstream phase” of the Sitecore support lifecycle, which lasts for three years from the product’s release. After this, you may face additional costs, or Sitecore might request that you upgrade to a newer version to continue receiving support.

What Are the Limitations of Sitecore’s Official Support?

While Sitecore’s official support covers many essential services, it has a few limitations. It doesn’t include assistance with customizations such as:

• Solution Configuration: Help with setting up or configuring your Sitecore solution is not covered.

• Design Changes: Any modifications to the look or design of your Sitecore platform are outside the scope of standard support.

• On-Premises Deployment: If you manage your Sitecore instance on your own servers, Sitecore will not assist with deployment issues.

• Code Modifications: The team does not offer support for custom code or development in languages other than C#.

• Performance Optimization: Sitecore doesn’t provide support for tuning system performance, optimizing databases, or setting up backup and recovery procedures.

Also, Sitecore doesn’t handle system administration tasks or provide detailed guidance on best practices or “how-to” questions.

Why You Might Need Sitecore Partner Support

Given the limitations of Sitecore’s official support, Sitecore partners—such as SaM Solutions—can provide a broader range of services, particularly when it comes to customizations and in-depth implementation support. While Sitecore’s team focuses on core product development and improvements, Sitecore partners handle additional services that may be crucial for your business.

Here’s a breakdown of the support you can expect from Sitecore partners:

Implementation Support:

• Sitecore Audit and Optimization: If you already have Sitecore set up, a partner agency can optimize your system. This includes performance tuning, database optimization, and configuring backup and recovery systems.

• Consulting and Planning: Sitecore partners can assist you with planning the implementation, ensuring that the project scope, timeline, and budget are realistic and aligned with your business needs.

• Implementation and Integration: Partners can deploy and configure Sitecore solutions or create custom features and integrations with other third-party systems.

Post-Implementation Support:

• Training: Once your Sitecore system is implemented, Sitecore partners offer training to help your team get the most out of the platform, answering any “how-to” questions along the way.

• Maintenance: Ongoing support includes L1-L3 assistance, performance optimization, and security updates to ensure your Sitecore solution continues to operate smoothly.

• Upgrades and Migration: As your business evolves, Sitecore partners can help migrate your solution to newer versions or migrate from a previous Sitecore version to one that better meets your current needs.

Conclusion

Choosing the right Sitecore support depends on the specific needs of your business. While Sitecore’s official support handles common issues efficiently, Sitecore partners offer more comprehensive services for customizations, optimizations, and post-implementation support. If you need deeper assistance, a Sitecore partner could be the ideal solution to ensure your Sitecore platform is running at its best.