Sonar commercial support

Each Sonar product has its own documentation. We expect you to validate that the problem you are facing is not due to prerequisites or configurations that are explained in the documentation. 

We also encourage you to check on Sonar Community. It is a treasure trove of technical information and exchanges with our users. This is also a channel we use using to share solutions to common use-cases we meet quite often on commercial support.

We continuously work to improve our products, so an issue you encounter may have been already fixed in a later version. This is particularly applicable to Sonar Plugins. If you can still reproduce the issue using the latest version of an app or plugin, then please submit a bug report.

Supported Versions

SonarLint

We only support the latest version.

SonarCloud

SonarCloud is regularly updated and only the current version is supported.

SonarQube

We support the latest available version and the LTS version. It means that we expect you to use these versions in production.

If you have questions about intermediate versions of SonarQube (between current LTS and the latest version), we will provide as much help as possible but we might ask you to upgrade to the latest version to solve problems.

Starting from the release date of a new LTS, we offer a 6 month transition period to help you to upgrade. During this period, our Services team makes sure that your production is safe and that you benefit from the help you need to update to the new LTS. Your questions on other topics will be paused until you upgraded to a supported version. 

For any other version, the priority of the team will be to help you to upgrade to a supported version.

To avoid blurring multiple issues and to allow our team to work most effectively, we ask you to open one ticket for each issue that you’re experiencing. When issues are clearly related to each other, please outline this in the tickets so that we can link them internally.

• Tell us (using the drop-down provided) which version of SonarQube you are using;
• Provide a clear, concise summary of the behavior you are seeing;
• Tell us whether this affects your Production or Test instance:
• If it is a Production issue; have you reproduced this in your Test environment;
• Explain the impact the issue is having on your system and/or users;
• Always provide your Support Information File;
• Where you have logs available that relate to the issue, attach them as text files to the ticket;
• Where screenshots make the issue clearer, please attach them.

• Please do not attach log files as MS Word, PDF or other non-plain-text formats since these are almost impossible to search effectively and can slow down our problem diagnosis
• Where you attach a screenshot, please show as much of the screen as practical. If possible, please include the URL as displayed by your browser.