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 Professional Services for guidance and 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.
Code Provided By Technical Support Or Sources Other Than What Was Installed With The Product
Sitefinity Technical Support provides support (based on the What Is Covered section) for what is installed with the product (3rd party products excluded). During the course of developing a work around to a specific customer question, Technical Support may provide code to the customer that may be customized to meet the customer's needs. This code is provided 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.
Sitefinity support service does not include auditing your site/code for any purpose (recommendations, etc)
Custom Implementation for Client Requirements
- Providing custom implementation
- Implementing a solution using customer-written code or applications
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
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 guidance on best practices, sharing available resources, or helping resolve post-migration issues related to Sitefinity product and its API
Performance Tuning of Sitefinity Project or Running Performance Analysis on Client Code
- Analyzing custom code and implementation for performance issues
- Tuning the performance of a site
- Troubleshooting environmental or hardware performance related issues
Refactoring & Debugging Custom Code
While in the process of debugging a Sitefinity issue, Support will analyze the project code to identify if it is the root cause, however, we will not perform general debugging or refactoring to improve overall code quality
Debugging Environmental Issues
When facing environmental issues, Sitefinity Support may ask you to reproduce the problem on another environment or on an in-house controlled environment. If the issue does not replicate on a controlled environment, this is considered outside of the scope of the Sitefinity support service. In this case we may propose our best practices approaches, and offer clients advice based upon general knowledge, however additional assistance falls outside the scope of support
Remote Debugging Client Issues
Remote assistance does not cover implementing, debugging or modifying the project code or environment. During these sessions the Tech Support Engineer might observe the project configuration and may suggest modifications to it. It is up to the client to apply these changes offline. The Technical Support Engineer will never take control/drive your system or make direct changes. All actions must be performed by someone on the client side.
General Environment & Networking Tasks
- Disaster recovery planning
- Overall environment architecture planning
- Proactive monitoring of the application environment
- Database health checks or optimization
- Administrating, configuring or debugging the customer’s system or network
Third-Party Product Support
- Recommending, assessing or troubleshooting third-party products
- Supporting files or contributions not created with Sitefinity, or supporting files from 3rd parties,
Communities or Professional Service
Unauthorized modifications made to shipped Sitefinity files, code, database schema or scripts
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 Development Staff
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.