Sitefinity Scope of Support

Sitefinity is a highly flexible and customizable product, and to ensure that customers have a clear understanding of what is covered by technical support, we have provided in this document a detailed description of the services and support that are included. This information is important for proper planning and helps customers understand what they can expect from their maintenance agreement.

Technical support is a benefit for clients with an active maintenance support agreement needing technical troubleshooting and general help with out-of-the-box features. For more advanced scenarios we recommend that you work with our certified Sitefinity Solution Partners and consult with our Progress Professional Services for further guidance or an audit of the solution architecture and performance best practices. Support may also suggest other Progress products to accomplish specific goals to meet customer needs.

Customer is responsible for providing a reproducible that reliably demonstrates all issues reported to Support. This is often a series of steps, another set of code that demonstrates the behavior, or a copy of the project or database.

This scope of Support applies to the SupportLink and Phone Assistance communication channels. If your license does not include Phone Assistance, please contact our Sales Team to discuss upgrade/renewal options.


Contents


What is Covered

All Support Plans

Product Guidance

  • Providing explanations & guidance of:
    • Out of the box product functionality and configurations
    • Usage of documented product API
    • General information on what factors impact Sitefinity product performance
  • Diagnosing errors or unexpected behavior within documented use of Sitefinity products. The issue should be reproducible in a clean install of Sitefinity.
  • Product, Compatibility & Version Information

Product Defects & Enhancement Requests

  • Diagnosing defects from customer-reported reproduction steps in the Progress products
  • Providing instructions on how to access new releases, hotfixes/patches and internal builds
  • Providing instructions on how to log Enhancement Requests in the feedback portal

Troubleshooting

Please refer to our Troubleshooting Levels page for detailed information on how we diagnose issues depending on your Support plan level.

Working with Support

Providing assistance on issues with:

Sitefinity Cloud

  • Disaster recovery planning
  • Overall environment architecture planning
  • Proactive monitoring of the application environment
  • Database health checks
  • Debugging Environmental Issues

For the complete list of Sitefinity Cloud services, refer to the Sitefinity Cloud Tiers.

Base Support

  • Isolated code samples for documented product API usage (single API)
  • The code samples are not intended to be production ready. Customers will need to modify the samples to meet the specific needs of their requirements as well as provide testing.
  • General troubleshooting guidelines on how customer may isolate a performance problem
  • Providing workarounds for verified product defects through the Product UI, where possible

Essential Support and Essential Support 24x7

  • Code samples for documented product API usage (1 - 5 APIs)

    The code samples are not intended to be production ready. Customers will need to modify the samples to meet the specific needs of their requirements as well as provide testing.

  • General troubleshooting guidelines on how customer may isolate a performance problem
  • Providing workarounds for verified product defects through the Product UI or Product API, where possible
  • Analyzing Sitefinity logs
  • Remote Assistance (screen-sharing sessions)

    Screen-sharing sessions help facilitate the gathering of information. The customer will share the screen to demonstrate the issue in their environment while Technical Support observes the reported behavior. The Progress Technical Support Engineer will not take control of the system or demonstration in any way. That is solely the responsibility of the customer.

    The goal of the screen-sharing sessions is to expedite the gathering of information. The session concludes as soon as enough information is gathered, and the next steps are outlined. Further troubleshooting continues offline.

    These remote sessions may be recorded. The recording can be made available upon request. Participation in the remote sharing sessions constitutes agreement to the recording.

  • Setting up the customer’s project in an error-free environment for troubleshooting purposes

Premium Support

  • Code samples for documented product API usage (1 - 5 APIs)

    The code samples are not intended to be production ready. Customers will need to modify the samples to meet the specific needs of their requirements as well as provide testing.

  • Performance problem isolation

    Technical Support works with the customer to collect performance data (usually memory dump) and analyzes it to narrow down the cause of the performance problem.

  • Providing workarounds for verified product defects through the Product UI or Product API, where possible
  • Analyzing Sitefinity logs
  • Remote Assistance (screen-sharing sessions)

    Screen-sharing sessions help facilitate the gathering of information. The customer will share the screen to demonstrate the issue in their environment while Technical Support observes the reported behavior. The Progress Technical Support Engineer will not take control of the system or demonstration in any way. That is solely the responsibility of the customer.

    The goal of the screen-sharing sessions is to expedite the gathering of information. The session concludes as soon as enough information is gathered, and the next steps are outlined. Further troubleshooting continues offline.

    These remote sessions may be recorded. The recording can be made available upon request. Participation in the remote sharing sessions constitutes agreement to the recording.

  • Setting up the customer’s project in an error-free environment for troubleshooting purposes
  • Customization problems isolation

    Technical Support may analyze code customizations in customer projects in relation to a reported issue to help pinpoint the exact problematic customization. Analyzing customizations does not cover refactoring or improving the customization.

  • Debugging Environmental Issues

    Technical Support may attempt to replicate the environment in-house or implement additional custom logging in the product or customer application for troubleshooting purposes. Technical Support will not take control or make changes to the customer environment.

  • Integration troubleshooting

    Technical Support may attempt to configure the integration in-house or engage with a third-party support team for troubleshooting integrations that follow a public specification or protocol (e.g. OpenID Connect). The customer is responsible for setting up and facilitating the communication among all parties.

  • Guidance on best practices for product usage and implementation
  • Automated security scan results validation (VAPT Scan Results validation)



What is Not Covered

For areas that fall outside the scope of Technical Support, we recommend that you work with our certified Sitefinity Solution Partners and consult with our Progress Professional Services for further guidance or an audit of the solution architecture and performance best practices.

Below are items explicitly defined as outside the scope of support. However, if something is not explicitly mentioned in either the "What is Covered" or "What is Not Covered" sections, it is assumed to be not covered. Ask your Support Engineer or a Support Manager to clarify as needed.

All Support Plans

Code Provided By Technical Support Or Sources Other Than What Was Installed With The Product

While working on a support case, Technical Support may provide a code sample to the customer, which the customer may adapt to meet their needs. This code is provided “AS IS” and is not intended to be production ready, with no guarantee it will work in future versions of the product. In addition, customers often obtain code from other sources, such as GitHub. This code was not installed with the product and is therefore not supported by Sitefinity Technical Support.

Audits

Sitefinity support service does not include auditing your site or code for any purpose (recommendations, etc)

Custom Implementation for Client Requirements

Providing custom implementation or solution using the customer applications

Project Upgrades

Sitefinity support service does not include upgrading client projects. We may provide assistance on upgrade-related questions and post-upgrade issues and in doing so, may request the client’s original (pre-upgrade) project version in order to investigate the experienced problems

Project Migration

Sitefinity support service does not include migrating legacy Sitefinity projects or migrating from one database platform to another. We may provide assistance in the form of sharing available resources, or helping resolve post-migration issues related to Sitefinity product and its API within the boundaries of what is described within this document.

Performance Tuning

Tuning the performance of a site or database

Refactoring Custom Code

In the process of troubleshooting a Sitefinity issue, Support may analyze the project code to identify the cause of the reported behavior. However, Support will not perform general analysis to refactor or improve the quality of the code. If we discover a customer reported issue is related to custom code, the customer will be referred to our Professional Services team or their partner for correction. Refactoring custom code to correct an issue is outside the scope of support.

General Environment & Networking Tasks

  • Disaster recovery planning
  • Overall environment architecture planning
  • Proactive monitoring of the application environment
  • Database health checks or optimization
  • Administrating or configuring the customer’s system, servers or network

Third-Party Product Support

  • Troubleshooting, assessing or recommending third-party products
  • Supporting code/files written, or provided by 3rd parties (for example: communities, partners or Professional Services, etc.)

Customization

Progress does not authorize modifications made to shipped Sitefinity product files, code, database schema or scripts. Any changes made to these objects are not supported.

Providing Training

Please contact our Sales Team to discuss what training options may be available to you

Support for Trial/Evaluation Licenses

Technical support during product evaluation is provided by our pre-sales engineers and we encourage you to contact us through your sales representative with any questions you may have prior to purchasing the product.

Providing Direct Access to Progress Development Staff

Technical Support will be your primary contact during the lifetime of your case and will engage with the rest of the Progress organization, as needed, to bring your issue to resolution.

Base Support

  • Remote assistance (screen-sharing sessions)
  • Analyzing or debugging custom code and implementations
  • Performance Analysis
  • Debugging Environmental Issues (system, servers or network)
  • Guidance on best practices for product usage and implementation
  • Automated security scan results validation (VAPT Scan Results validation)

Essential Support and Essential Support 24x7

  • Remote Debugging Client Issues

    Remote Assistance (screen-sharing sessions) do not cover implementing, debugging or modifying the project code or environment.

  • Analyzing or debugging custom code and implementations
  • Performance Analysis
  • Debugging Environmental Issues (system, servers or network)
  • Guidance on best practices for product usage and implementation
  • Automated security scan results validation (VAPT Scan Results validation)

Premium Support

  • Analyzing or debugging custom code and implementations not related to the Sitefinity Products
  • Remote Debugging Client Issues

    Remote Assistance (screen-sharing sessions) do not cover implementing, debugging or modifying the project code or environment.

Fair Usage Policy

Most of our product licenses include unlimited access to the support service. In order to keep providing our industry-leading level of support, we have instituted a fair usage policy for our support services.

A support manager will review customer activities that exceed at least four* times the average amount of support requests. Progress may limit your access to any or all of the support services available under this Agreement if your use of the support services is determined by Progress, in its sole and reasonable discretion, to be excessive.

*Number of support cases that can be submitted during the Support term or annual period, whichever is shorter. Note that bug/enhancement submissions do not count against your case cap as there is no limit on submitting those requests.

Disclaimers

The information provided on this and related page(s) is intended to outline Progress’ general Sitefinity support services and Sitefinity product features. It is intended for informational purposes only and should not be relied upon when making any purchasing decision. Please see the  Sitefinity End User License Agreement for details, limitations and exclusions.

Re-establishment of a working system on all Support Cases is of first importance to us. Progress will provide Support Services under the terms of this Support Policy and will use competent staff to provide such services. However, certain limitations apply as follows:

  • Progress cannot ensure support staff having a specific knowledge regarding the licensee’s business or particular project
  • Progress cannot guarantee that the support case will be resolved within pre-determined time frame, especially when changes to any supported product are necessary
  • It might be possible that the supported product has design limitations, which should not be considered a bug. Progress, in such instances, will attempt to provide an alternative solution to minimize the impact of such design limitations, if possible
  • In no event will Progress provide support of any kind to end-users of licensee’s integrated products or any other licensee’s proprietary or third-party software
  • In no event will Progress provide support for bugs caused by licensee’s negligence or fault
  • In no event will Progress provide support for bugs resulting from hardware malfunction or malfunction of software not covered by this support policy
  • Consulting work, custom development and related services fall beyond the scope of the support and will be provided under terms and conditions to be additionally agreed upon between Progress and licensee.
  • Support Services are not available for modifications made to the supported product (including modifications to the supported product’s source code where permitted under the EULA) by any person or entity other than Progress;
  • Support Services will not be provided with respect to any installation, deployment, or use of the supported product: (i) in any country or by any individual or entity subject to U.S. Export restrictions; (ii) for any purpose(s) which Progress determines in its sole discretion is/are unlawful, immoral, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable, or in violation of any party’s privacy or intellectual property rights; (iii) in any situation where failure or fault of the supported product could lead to death or serious bodily injury of any person, or to physical or environmental damage.
  • Bug fixes and new features are generally only provided for the latest release version of the supported product. Workarounds for older versions may be provided in the ticketing system if they are technically possible, but Progress cannot guarantee that fixes are available for older versions and there is no warranty for any workarounds that are provided.
  • Progress does not guarantee compatibility with browsers and third-party software or frameworks which were not available at the time the supported product version in use by licensee was first made generally available.