Bugfix Rollup Updates

We regularly release updates for the most current version of our product. These updates are focused on resolving issues that have been reported by our customers. The priority of these defects is assessed by our support leadership team. In determining the priority, we consider several factors, including the level of customer support service, the severity and impact of the defect, whether there is an available workaround, as well as any escalation requests made by customers (see reference: Defect Escalation Policy).

Support Case Escalations

For anyone seeking expedited assistance through our technical support, SupportLink features a dedicated "Escalate Case" button. By selecting this option, you will be prompted to provide a brief explanation for the escalation (e.g. Why is it urgent? Is there a deadline? Is your business somehow impacted?). This action signals to our team that your issue requires urgent attention, and as such, your case will be prioritized over others within the same service level category.

Backport Requests

When you encounter an issue, we typically address them in our cumulative bugfix rollup updates, tailored for the latest version of Sitefinity. However, we understand that you may be using an earlier version of our software. If you need a fix applied to a version other than the latest, you can request a backport of the specific bugfix. Upon approval, our Sitefinity Engineering team will develop a new cumulative bugfix rollup update for the version you are using. This product update, once released, will be made available to all customers. For more information refer to our Lifecycle Policy.

Defect Escalation

Our support leadership team evaluates and arranges defects in a prioritized queue for fixing, ensuring the most critical issues are addressed first. In certain instances, if a defect is deemed to have a lower impact, it may not be prioritized immediately. However, you have the option to escalate a defect. This means you can request that your issue be placed into our prioritized queue, bringing it to our attention sooner. Typically, this queue holds between 5 to 15 defects, and when you escalate an issue, it will be added to the end of this list. We strive to work through this queue efficiently to resolve each defect as quickly as possible.

Exploratory Screen-sharing Sessions

If you're experiencing technical difficulties, our support team can explore your issue with you through a live screen-sharing session via Microsoft Teams. During this call, you'll be asked to share your screen to demonstrate the problem at hand. This allows tech support to observe the issue directly and gather essential details faster. They may also offer suggestions for you to try then and there. The session will conclude once we have enough information to proceed with further troubleshooting, which will be carried out after the call. We'll discuss next steps with you before ending the session. The session is typically recorded, and you may request access to the recording for future reference.

Customer Application Isolation

When you reach out with an application issue, our support team first attempts to replicate the problem on a standard, new installation of the product. If we can't reproduce the issue on this baseline installation, it suggests that customizations in your application may be contributing to the problem.

To investigate further, we'll request a copy of your project, which we'll deploy in our controlled environment to verify if the issue occurs there.

• If we cannot reproduce the issue, this often indicates a setup discrepancy in your environment. We will then help you troubleshoot that accordingly. (see reference Environmental Issues Troubleshooting)
• If the issue is replicated on our side, we will remove all customizations to determine the cause. Should the problem disappear after removing the customizations, we'll report back that the issue is linked to the customizations. We will then help you troubleshoot accordingly (see reference Customization Troubleshooting).

Multiple API Custom Examples

Our service is designed to assist customers who may require additional guidance beyond our documentation, particularly when integrating multiple APIs to fulfill specific requirements. For instance, if you need to update content across all your items, sites and languages, we recognize that while our APIs for multisite, multilingual and content items are well-documented, implementing them together can be challenging.

In such scenarios, our tech support team is prepared to provide a sample code snippet that combines these APIs, effectively creating a boilerplate. This sample will be structured so you can easily insert your update logic. However, please note that our team will not develop tests for this sample nor ensure that it completely aligns with your detailed specifications. Our aim is to give you a robust starting point to streamline your development process.

Preventative Maintenance (Sitefinity Cloud)

Our exclusive service is tailored for our Sitefinity Cloud clients, where a dedicated SWAT team, comprising both Cloud and Support engineers, convenes regularly to meticulously review customer incidents. Their objective is to identify any recurring patterns, advise actionable steps for resolution or implement product adjustments informed by their findings.

For instance, if a customer experiences repeated incidents related to high CPU usage within a short period of time, this would be flagged as a pattern warranting further investigation. In this case, our support team would proactively open a case for the customer and reach out with detailed troubleshooting steps to help resolve the issue efficiently.

VAPT Scan Report Validation

Vulnerability Assessment and Penetration Testing (VAPT) is a recognized process in the industry that helps fortify your application's security. Sitefinity undergoes regular automated vulnerability scans to help our customers maintain security standards.

We understand that you may choose to engage an external agency to conduct VAPT on your application built on our platform. This additional testing includes both our product's core features and any customizations you have made. Following the assessment, the agency will provide you with a report detailing their findings.

It's not uncommon for these reports to contain false positives—issues that may not pose a real threat or are already addressed by our product's existing security measures. Should you have any concerns about the findings, we encourage you to open a support case with us. Our technical support team will diligently review the report, engage our security experts to validate the findings and guide you through any necessary steps to help your application remain secure.

Customization Troubleshooting

Our support process is designed to efficiently isolate and address issues that may arise in your customized application. After initially identifying that a problem is specific to your application's custom features, our support team will meticulously remove these customizations individually, or in small groups, to determine exactly which customization is causing the issue.

This strategic approach narrows down potential causes, significantly reducing the amount of investigation on customizations you need to carry out on your end. Our aim is to streamline the troubleshooting process, so you can focus on fixing the issue.

Environmental Issues Troubleshooting

Our service is specially designed to assist customers who encounter issues that occur in certain environments but not others, or those that can't be replicated in Progress's own verified error-free environment.

For example, if you face a problem in your production environment that isn't occurring in your local or test environments, we're here to help. We'll work closely with you to understand the unique aspects of your production setup and guide you through aligning it with our supported configurations.

Performance Analysis and Problem Resolution

If you're experiencing performance issues with your application and are struggling to identify the cause, our technical support team will assist you in gathering and analyzing the necessary data. Our aim is to pinpoint the cause of the issue – custom code, environment or product defect.

Troubleshooting Integrations with Other Vendors' Technologies

When you're working to integrate Sitefinity with other systems, such as setting up external authentication, and find yourself facing integration challenges, our technical support is here to help. Often, the difficulty lies in understanding the integration protocols, which may not be specific to Sitefinity, or in the unique way the external system implements these protocols.

Our tech support team is prepared to delve deeply into these complex scenarios. They are equipped to attempt the integration themselves and may also coordinate with the external technology's support team to unravel the intricacies of the issue.

Best Practices for Product Usage

Progress will provide best practices for product usage to guide you towards the solutions that will best suit your project and streamline your operations. To give you the most accurate advice, we'll need to dive into the specifics of your scenario and understand the details of your environment and objectives.

For example, if you're weighing options like whether to implement Continuous Integration/Continuous Deployment (CI/CD) or to utilize SiteSync features, we're here to help.

Education Services

Our services offer you a comprehensive learning experience with both instructor-led and on-demand training programs, coupled with certification opportunities. Engaging in our training sessions, you will benefit from expert guidance and interactive learning tailored to your pace and preferences. Clients have the flexibility to redeem tokens for any training and certification program we offer.

Consulting Services

Progress provides a comprehensive suite of consulting services tailored to empower organizations to accelerate their market presence, overcome technical obstacles and enhance user engagement with their products. We offer complete troubleshooting, bespoke feature customization, tailored app creation, in-depth analysis of business requirements, expert design and coding, sophisticated system architecture solutions and staff augmentation to bolster your team's capabilities.

Clients have the flexibility to redeem consulting hours for any professional services we offer, ensuring they receive exactly the help they need when they need it.

Designated Customer Success Manager

The Customer Success Manager’s goal is to help you successfully achieve your business objectives and make the most out of your Sitefinity investment. They coordinate all your support cases, build personalized reports, manage your case escalations, provide regular status updates and serve as your customer advocate and liaison within Progress.