How to engage with commercial support?
Any commercial support discussion starts with the creation of a support ticket. You create tickets via our Support portal using the account that is delivered with your commercial support subscription.
You can create different types of tickets to report a problem, ask a question, or discuss an idea you might have to enhance our products. You will be able to share with us all the necessary materials to explain the context of your ticket (support information file, logs, screenshots …).
Ticket-based exchange guarantees a good level of collaboration with the possibility to keep track of our past exchanges. It contributes to the efficiency of the service we are providing.
What can you expect from us?
Regular update on your tickets
Our goal is to come back to you every 24 h based on the open office
hours of our Geneva office. This frequency is a target we adapt based
on the criticality of your issue.
For your information, we are growing a team in our offices in Austin. Soon we will extend our coverage to the US time-zones.
A tailored service adapted
to your situation
As soon as you create a new ticket, we use the up-front information
you provide to qualify your problem. It allows us to adapt our
priorities and stay on top of critical or blocking issues.
In case of a production blocker incident, we dedicate one support engineer from our team to your issue until the service is restored.
As deemed appropriate by the Services team on a case-by-case basis and at its sole discretion, the team may suggest alternative solutions to solve problems such as: video calls, training, consultancy. These solutions are only engaged after the problem has been detailed on a support ticket.
We are a team of experts
As mentioned above, we have a single line of Support. On every ticket, we engage product experts to take the best measure of your needs. It prevents a painful experience to escalate issues to get someone who is able to understand your problem. It gives us the opportunity to grow our understanding of your deployment on every ticket.
Be your voice in SonarSource
product evolution discussion
You can share with us the ideas you have to enhance our
products. Enhancements that are in line with our product
strategy will then be discussed between our Services team and
our Product team. If we decide to implement this idea, we will
keep you posted when the feature request gets integrated to
the roadmap and when you can start enjoying it.
If for some reasons we decide to not move forward with your idea, we will give you a clear explanation of our decision. Our goal is not to justify our choice but to be transparent regarding our product strategy and roadmap.