Progress Sitefinity Support Plans

Find the support plan that best fits your needs—whether you're just beginning your Sitefinity journey or need expert advice to help you grow and thrive.

Base Support is included for all Sitefinity customers with active maintenance and provides access to phone support, product updates and documentation, training resources and more.

Our Essential and Premium customer success packages offer a tailored blend of resources and expert guidance, to help you get the most of your Sitefinity configuration, including improved performance, cost efficiency and risk mitigation.

Expand all descriptionsCollapse all descriptionsBaseEssentialEssential 24x7Premium
    
Foundational Support
    
Phone Support + Show description‒ Hide description

Provides access to phone support with availability varying on the specific subscription plan. Learn more.

24x524x524x724x7
Service Level Target for Severity 1 (Sitefinity Cloud) + Show description‒ Hide description

Response target for Severity 1 cases submitted on the web. Refer to the “Support Service Level Objectives for Sitefinity Cloud” page for more information.

24 hours2 hours1 hour30 mins
Service Level Target for Severity 1 (On-Premises) + Show description‒ Hide description

Response target for Severity 1 cases submitted on the web. For more information, refer to the “Support Service Level Objectives for Sitefinity (on-premises)” page.

24 hours4 hours90 mins30 mins
Online Support via SupportLink + Show description‒ Hide description

Customers can file, manage and respond to support tickets on the web using the SupportLink portal.

Support Cases + Show description‒ Hide description

The number of support cases customers can open within a yearly term.

12Unlimited*Unlimited*Unlimited*
Community Forums + Show description‒ Hide description

Provides access to a customer community offering valuable insights, feedback and engagement opportunities with Sitefinity customers, Progress partners and product experts.

Product Documentation (Resources) + Show description‒ Hide description

Customers can access comprehensive product documentation, informative tutorials and detailed step-by-step guides for enhanced product understanding and usage.

Knowledge Base + Show description‒ Hide description

Customers can access the Sitefinity knowledge base to search for previously identified issues and solutions.

Feature Requests + Show description‒ Hide description

Customers can actively submit feature requests and suggest product improvements, directly influencing future developments.

Report Defects and Errors + Show description‒ Hide description

Customers can report defects, errors and unexpected behavior they find while working with Sitefinity and request troubleshooting advice.

Support Case Escalation + Show description‒ Hide description

Provides the option in SupportLink to signal to our team that your issue requires urgent attention.
† Not available on Base but Premium Partners may escalate cases on behalf of their Base Support customers.


Defect Escalation + Show description‒ Hide description

Customers can request their issue to be placed into our prioritized defect queue, bringing it to our attention early. Learn more.

  
Backport Requests + Show description‒ Hide description

Customers can request a backport of a specific bugfix to apply it to a version older than the latest Active.

  
VAPT Scan Results Validation + Show description‒ Hide description

Customers who have questions about the results of external Vulnerability Assessment and Penetration Testing results can open a support case with us for further investigation.

   
Troubleshooting Support
    
Troubleshooting Support Level + Show description‒ Hide description

Describes the level of troubleshooting assistance that can be expected depending on your customer success package. Learn more.

AssistedAdvancedAdvancedComplete
Troubleshooting Suggestions/Guides + Show description‒ Hide description

Our support team will provide links to relevant troubleshooting guides and specific troubleshooting suggestions.

Attempt to Reproduce the Issue on a Clean Install + Show description‒ Hide description

Our support team will attempt to replicate the issue on a fresh Sitefinity installation, following the reported steps to reproduce..

Exploratory Screen-Sharing Sessions + Show description‒ Hide description

Our support team can explore your issue with you through a live screen-sharing session via Microsoft Teams.

 
Customer Application Isolation + Show description‒ Hide description

Our support team attempts to replicate the problem on a standard, error-free environment using your project.

 
Customizations Troubleshooting + Show description‒ Hide description

Our support team will meticulously remove project customizations individually, or in small groups, to determine exactly which customization is causing the reported issue.

   
Environment Issues Troubleshooting  + Show description‒ Hide description

We'll work closely with you to understand the unique aspects of your production setup and guide you through aligning it with our supported configurations.

   
Troubleshooting Integrations with Other Vendors' Technologies + Show description‒ Hide description

Our tech support team is prepared to delve deeply into complex integration scenarios and may also coordinate with the external technology's support team to unravel the intricacies of the reported issue.

   
Performance Analysis and Problem Resolution + Show description‒ Hide description

Our technical support team will assist you with gathering and analyzing the necessary data to pinpoint the cause of the performance issue.

   
Software Maintenance
    
Access to New Product Versions + Show description‒ Hide description

Active customers have exclusive access to download and install the latest product versions, so that they always have the most up-to-date features and improvements.

Product/Critical Updates + Show description‒ Hide description

Customers can subscribe to our Progress Alert and Notification Service (PANS) to stay informed of the latest updates on product features and essential alerts. .

Bugfix Rollup Updates + Show description‒ Hide description

Product updates focused on resolving issues reported by our customers. Learn more.

Productivity Boosters
    
Examples of Integrating Multiple APIs + Show description‒ Hide description

Our tech support team can develop code snippets that combine multiple APIs to kick-start your development process.

 
Best Practices for Product Usage + Show description‒ Hide description

Progress will provide best practices for product usage to guide you towards the solutions that will best suit your project and streamline your operations.

   
Customer Success
    
Sitefinity Cloud Onboarding + Show description‒ Hide description

Designated Progress onboarding facilitator looks after a smooth onboarding process.

Preventive Maintenance (Sitefinity Cloud) + Show description‒ Hide description

An exclusive service tailored to our Sitefinity Cloud Clients where our support team proactively opens a case for the customer and reaches out with detailed troubleshooting steps to help resolve potential issues efficiently.

 
Designated Customer Success Manager + Show description‒ Hide description

A dedicated Customer Success Manager personalizes your support experience, helping to promptly address your needs.

   
Regular Case Status Updates + Show description‒ Hide description

Our customers are consistently informed with regular updates throughout the support request process.

   
Education Services
    
Free Training Courses and Resources + Show description‒ Hide description

We offer a diverse range of educational services to cater to the unique learning needs and goals of our customers.

Self-Paced Onboarding Videos (Sitefinity Cloud) + Show description‒ Hide description

Access to self-paced Sitefinity Cloud onboarding videos and resources.

Education Services/Product Training + Show description‒ Hide description

Clients have the flexibility to redeem tokens for any training and certification program we offer.

 1 Token1 Token2 Tokens
Professional Services
    
Professional Services + Show description‒ Hide description

Clients have the flexibility to redeem consulting hours for any professional services we offer, receiving exactly the help they need when they need it.

 4 Consulting Hours4 Consulting Hours8 Consulting Hours

 

*Subject to Fair Usage Policy

Helping You Meet Your Promises

Sitefinity Support Offerings are designed to help you build lasting relationships with your audience and continue to provide exceptional, personalized experiences that foster trust and loyalty.

Highly Skilled and Trained Product Experts

We collaborate directly with the Product Engineers behind Sitefinity, helping to streamline optimal outcomes for your needs.

Free Training and Certification

Get to market faster with our comprehensive product documentation, knowledge base articles and on-demand training programs.

Continued Product Improvements

Our products are updated frequently with new features to help you maximize your investment.

Flexible
Support Options

From online support to premium 24/7 access to experts—we are here to help and provide you with peace of mind.


2023 Customer Choice Winner in Gartner®
Peer Insights™ for DXP

Read the report

“Sitefinity enables us to do so much out of the box easily. We have many users of all experience levels able to use Sitefinity to get content out there with little training. When we do need support, the response has always been excellent.”

Sitefinity Customer in Government Administration