support

Sonar commercial support

Find everything you need to know about support for your commercial licenses from Sonar including how to submit a ticket, getting help with an issue and what you can expect from our support team.

our support philosophy

If you need help implementing our solutions, you can seek support from our Community and our Commercial Support. These channels are complementary. They will help you learn more about our products and provide the guidance you need to use our tools in your context.

community support

is a collaborative forum where SonarSourcers and community users post every day. It contains detailed articles and technical discussions that cover the most common usages. This is a great resource for your team to gain knowledge about our products and more generally about code quality and security.

commercial support

is a private communication channel between you and our Services team. It can be used to solve advanced issues and get the guidance you need for implementation of our products in complex corporate environments. The privacy of this channel also eases the resolution of problems that require sharing sensitive information.

tips for submitting a support ticket

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get help with your issue

explore community -->Commercial Support -->

what you can expect from Sonar support

regular updates on your tickets

Our goal is to reply to you daily based on our open office hours: 9 AM to 5 PM CET (UTC+1) and 9 AM to 5 PM CST (UTC-6). The frequency of replies will change depending on the criticality of your issue.

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.

be your voice in Sonar 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 reason 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.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 reason 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.
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