Sonar commercial support

Access the support portal to open a ticket. Provide a clear summary of the issue specifying the version of the product and if the issue is on a production or test instance. Also, provide the impact your users are experiencing as well as the SupporInfo Filem, any available logs, and screenshots to help us investigate the issue and assist you. We also recommend filing a single ticket for each problem you might be experiencing.

Support tickets can be filed using the following indicative issue severity guidelines:

• Blocker: A support request is identified as a blocker if it impacts business-critical operations. These circumstances are applicable to production instances and include: 
  • Instance is down, unavailable, or completely unresponsive
  • All users in the org are unable to login to their instance
  • All analysis is failing or background tasks are not processing
  • Production upgrade is halted or unresponsive.

• Critical: A support request is critical if it impacts business operations where there is no workaround. This includes situations where important features or capabilities are unavailable or extremely slow with no possible workaround.

• Major: A support request is classified as a major issue under the following:
  • A single user is unable to login
  • Analysis is failing on one or more projects, but not all
  • Difficulty in using the UI including errors and/or performance issues
  • Unstable system with tool crashes that don’t resolve after restart
  • License/subscription that is about to expire beyond the 14-day grace period
  • A secondary environment is down or non-functional.

• Minor: A support request is classified as a minor issue under the following:
  • Basic functional questions
  • Suggestions for a capability request, change, or improvement
  • Issues that may appear as real issues but are in fact known limitations.

Here are a few tips before you file a ticket.

• Check the product documentation for any prerequisites, dependencies, or configurations to see if the issue is related to that
• Check the product version on which you are encountering the issue.
• An issue you encounter may have already been addressed in one of the recent releases of the product. We recommend that you try to reproduce the issue using the most recent version of the product if possible. If you are not on an active version, follow the instructions in this upgrade guide and check out the before you upgrade section prior to starting the process. To learn more about the Long-Term-Active version of SonarQube, start here.
• Our cadence of releases strives to provide customers with the best experience and capabilities. Check out the Sonar community which has a lot of technical information and guidance from users who may have experienced similar issues. 

Our technical team is committed to providing the highest level of support for versions of the product that are considered “active”. Active versions refer to versions of the product that are considered to be suitable for use by customers and where SonarSource is committed to extending the necessary support. Learn more about Long-Term Active (LTA) version. 

Here is how active versions are defined.  

• SonarLint: The latest version of SonarLint is the active version.
• SonarCloud: SonarCloud is regularly updated and only the current version is the active version
• SonarQube: The following versions are considered active versions
• Latest version of SonarQube
• Latest - 1 version of SonarQube
• Long-term Active (LTA)
• Long-term Active (LTA) - 1; up to 6 months after the new LTA is released. 

Example: When SQ 10.5 is released, the following are considered active versions.

• SQ 10.5 (latest)
• SQ 10.4 (latest -1)
• LTA 9.9  (recent LTA)

Example: When a new LTA is released e.g. LTA 10.9, the following are active versions:

• LTA 10.9 (latest)
• SQ 10.8  (latest -1)
• LTA 9.9 only for the first 6 months, after which it is not active anymore

If there are any questions about intermediate versions of SonarQube (between the current LTA and the latest version), the support team will provide as much help as possible but we might ask you to upgrade to the latest version to solve problems. Check out this documentation for more information about active versions.

The support team is available to assist you through the support portal, where you can file a ticket to report any issues or inquiries. The portal is accessible 24/7, providing a convenient way to get in touch with our support team.

For urgent matters that require immediate attention, particularly during weekends, the Premium Support tier offers a phone option to ensure you receive the necessary assistance even outside of regular business hours.