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Create a support case

Abstract

Describes how to create a support case in the Sitecore Cloud Portal.

To receive assistance in resolving technical issues with Sitecore products, documentation, and services, you can create a support case. Before creating a support case, review the scope of support.

To create a support case using the Sitecore Cloud Portal:

  1. In the Sitecore Cloud Portal, on the menu bar, click Home.

  2. On the home page, click Create a support case.

  3. In the Create support case dialog box, in the Title field, enter a descriptive title.

  4. In the Description field, enter a detailed explanation of the issue. Use the applicable Support Portal best practices.

  5. In the App drop-down menu, click the affected app.

  6. In the Environment drop-down menu, click the affected environment.

  7. In the Impact drop-down menu, click the appropriate impact of the issue.

    Impact

    Definition

    Extreme

    Meets all of the following criteria:

    • Impacts the production environment with no workaround available.

    • A continuous or near-continuous site outage, a performance issue that severely inhibits usage of the site, or poor buying experience impacting revenue.

    Major

    Meets one of the following criteria with no workaround available:

    • In a production environment, severe impact on content authoring, or an intermittent issue impacting visitors'¬†experience.

    • In a production environment, issues highly affecting normal business operations or critical marketing capabilities.

    • In a preproduction environment, an immediate impact on deployment activities affects imminent production project plans.

    Moderate

    Meets one of the following criteria:

    • In a production environment, does not critically affect business operations.

    • In a production environment, the impact of the problem is alleviated by the availability of a workaround.

    • In a nonproduction environment, causes an impact on development or implementation activity, such as affecting future project plans, or preventing the development or implementation team from working on the project.

    Minimal

    Meets one of the following criteria:

    • In a production environment, causes minor or no impact on business operations or visitor experience.

    • In a nonproduction environment, causes a moderate or minor impact on development or implementation activity.

    • Documentation-related queries or requests for product enhancements

    • Issues that do not meet any of the higher severity criteria.

  8. Click Submit case.

    After you have created a support case, you receive a support case notification email message.