Sitefinity Scope of Support

What is Covered

Product Guidance & Troubleshooting
  • Providing explanations & guidance of:
    • Standard product functionality
    • Configurations
    • Best practices for product usage
    • Product API usage through code samples
  • Diagnosing/troubleshooting warnings, errors and exceptions within Sitefinity
  • Performing Root Cause Analysis
    • Checking product configurations
    • Analyzing Sitefinity logs
    • Narrowing down the cause to product or customization
Product Defects & Enhancement Requests
  • Diagnosing and reporting bugs that appear to be in Sitefinity
  • Diagnosing bugs in product extensibility using Sitefinity API. Customer shall isolate issue to a sample of reproducible project or code
  • Suggesting workarounds for product defects where possible
  • Providing guidance on how to access new releases, hotfixes/patches and internal builds
  • Providing guidance how to log Enhancement Requests in the feedback portal
Product, Compatibility & Version Information
  • Providing clarification of platform compatibility
  • Suggesting specific Progress products to accomplish specific goals
Performance Related Support
  • Reporting of performance bugs in Sitefinity
  • Providing general guidance on performance improvements and best practices (no system specific tuning)
Remote Assistance

The Sitefinity Tech Support team can suggest remote sessions for the purpose of observing the reported behavior on the customer's environment. These sessions are initiated by the Tech Support Engineer applying best judgment into determining the best approach for progressing the case through resolution. Customer will have the responsibility and control of the session

Phone Assistance

Sitefinity Phone Assistance is available for all new Sitefinity license sales. Some legacy license plans (e.g. Standard Support Plan) may not have access to phone support. If your license does not currently include Phone Assistance, please contact our Sales Team to discuss upgrade/renewal options

Working with Support

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 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
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. 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

Providing Training
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.