Progress Sitefinity Support Plans

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

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

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.

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

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

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

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

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

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

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

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.

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

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

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.

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

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

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

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

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

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

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.

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.

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

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.

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

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

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

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

Designated Progress onboarding facilitator looks after a smooth onboarding process.

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.

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

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

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

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

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

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