Create a support case

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, you must have an Organization Admin or Organization Owner role.

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 homepage, click Create support case.

  3. In the Create support ticket dialog box, in the Where are you experiencing an issue? drop-down menu, choose the affected product or app.

  4. If applicable, choose the affected environment in the Environment drop-down menu.

  5. In the Title of issue field, enter a descriptive title.

  6. In the Describe your issue field, enter a detailed explanation of the issue. Use the applicable Support Portal best practices.

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




    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.


    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.


    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.


    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.

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

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