What is the Sitefinity Support Troubleshooting Level Framework

Compare Troubleshooting Levels

Explore all Sitefinity Troubleshooting options to find the level that best fits your needs, whether you’re a small business just starting your digital experience journey or a large enterprise serving millions of users with an ecosystem of business-critical digital instances.  

When selecting a level, customers should consider the following:  

• Extent of frontend customizations 
• Extent of backend customizations 
• Integrations with 3rd-party systems 
• Previous experience with customizing Sitefinity 
• Access to in-house Certified Sitefinity Developers
• Internal development and DevOps team (in-house or with an implementation partner) 
• Depth of technical Sitefinity skills set 
• Level of performance troubleshooting skills set 
• IIS/Environment knowledge 

Troubleshooting Levels

Troubleshooting (#assisted)

The Sitefinity Support team engages with customers by referring to existing resources related to each case. It offers troubleshooting guidelines, which are relevant for isolating the reported issue related to a product defect or customization. 

For problem reports, Progress attempts to reproduce the issue on a clean project based on the provided information. 

In the case of limited success, Progress will reference existing resources and troubleshooting guides and may provide general suggestions aimed at helping to isolate the issue (e.g., to test on an isolated environment, verify against a clean project, remove customizations etc.) 

When a customer has isolated a problem and provided steps to reproduce it on a clean project, or Progress was able to reproduce it on a clean project, Progress confirms the issue and logs a defect. The defect is prioritized for fixing following the established bug-fixing process. 

Advanced (#advanced)

The Sitefinity support team engages with the customer, which may include a live troubleshooting session with screen sharing.

This troubleshooting level is recommended for medium-sized applications that utilize straightforward environment setups and follow development best practices.

For “how to” cases, Progress will provide code samples whenever possible, speeding up the troubleshooting and shortening the time to resolution. Customers might still be required to review the documentation; however, due to the involvement of our team, research is expected to be much less in volume.

For problem reports, Progress attempts to reproduce the issue. In the case of limited success, Progress will engage with the customer in a live troubleshooting session or can offer to set up the customer application in a known-good environment to increase troubleshooting success.

If the issue is reproducible, Progress will remove customizations from the customer project until the issue no longer persists or is isolated on a clean project. In case the issue was caused by a customization, Progress is not obliged to further troubleshoot the customization to determine the exact cause.

In cases when the customer’s deployment environment causes the issue, Progress is not obliged to troubleshoot the environment. Progress will guide customers towards relevant resources to properly configure their environment.

Complete (#complete)

The Sitefinity Support team troubleshoots the problem based on information provided by the customer.

This troubleshooting level is recommended for large-scale and mission-critical applications where high availability and performance are critical and/or the environment is complex with multiple servers and sophisticated network infrastructure.

In instances requiring "how-to" guidance, Progress will endeavor to provide code samples to facilitate expedited troubleshooting and minimize resolution times. While customers may still need to consult documentation, the active engagement of our team aims to significantly reduce the extent of research required.

For problem reports, Progress will further engage in troubleshooting the issue:

• When the issue is determined to be caused by custom code, Progress will troubleshoot the code to find the specific method causing the problem. Progress will try to understand the need for customization and suggest an alternative solution.
• When the issue is determined to be caused by the environment, Progress will engage with the customer to check the environment configuration, understand the network setup and build a troubleshooting plan.

Progress will troubleshoot the application performance when a performance degradation is identified to find the cause and suggest a solution. Progress will not engage in fine-tuning the performance when no problem is identified.

Progress will assist the customer with setting up integrations with 3rd-party systems when the integration uses a built-in integration mechanism (e.g., external authentication provider following OpenId Connect protocol). Progress may attempt to configure the integration on a clean project to determine roadblocks and suggest fixes. On rare occasions, Progress may collaborate with the 3rd-party vendor to resolve the issue.

Progress will analyze unvetted VAPT scan reports on the customer application from 3rd-party security agencies even when there is no proven exploit. The analysis will determine whether the findings in the report are false-positive, already mitigated by various security layers or a genuine concern. If a concern is identified, Progress will follow the established security patching processes and work with the customer to provide a workaround.

Resolution

For verified product defects, Progress triages them and provides a fix in a product update according to the Bug Fixing Policy.

For customization issues, Progress can apply a solution to the customer’s project/environment through Professional Services. If available as part of your support plan, bundled consulting hours can be redeemed for this purpose.

Troubleshooting Examples

The Sitefinity Troubleshooting Examples Page offers detailed information on how Progress will assist you in troubleshooting your application, depending on your support plan. You can refer to this page for guidance on how we can help you deal with performance-related issues, environment, third-party integration, APIs, customization, and VAPT scan results.