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 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.
Some of the services in the section below, outlined with the *, are provided as part of the Sitefinity Cloud subscription. For the complete list of Sitefinity Cloud services, refer to the Sitefinity Cloud Tiers.
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. 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
Refactoring & Debugging Custom Code
While in the process of debugging a Sitefinity issue Support will analyze the project code to identify root cause, however, we will not perform general debugging or refactoring to improve overall code quality
Debugging Environmental Issues*
Client issues related to environments which are not set up according to our official documentation are considered outside of the scope of the Sitefinity support service. 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 debugging sessions do 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
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 product 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.