Sitecore has there own Official Support process where we can create tickets/issues and get help from them.
i.e. http://support.sitecore.net

What is the criteria to be eligible to create tickets/issues to Official Sitecore Support ?

3 Answers 3


In order to gain access to the Sitecore support site you need to be a Sitecore certified developer. There are both instructor lead classroom and eLearning options available.

You can learn more from Sitecore Training about the available classes and options.

At the end of the training class there will be a certification exam. Once you pass the exam you will have access to the Sitecore support site.


There are a couple of criteria in fact.

  1. You need to be a certified Sitecore Developer as mentioned above
  2. Your Sitecore account - the one you used to register for the exam - needs to be connected to a Sitecore Partner Account.

Essentially, Sitecore Support runs on a "partner view". This is essentially what you want - it allows people access to all support tickets tied to the partner in question. So you can share and access tickets with your colleagues.

Mostly; your account will get connected to your employer's partner account when you pass certification. If not, your boss needs to ask that it gets connected.

There are edge cases; myself for instance - I'm a certified developer but I work freelance - but the partners I work for, switch all the time. The Sitecore setup really has no easy solutions for this setup.

A few caveats; if you're just starting out.

Use a personal email address for your SDN account. Not a partner one your employer gave you. It makes everything easier in the long run when, a few years from now, you switch employers or whatever it may be.

  • Does the partner or business also require minimum of two certified developers? Before access is given? @Mark Cassidy
    – Anicho
    Oct 4, 2016 at 9:22
  • I don't actually know. These rules have changed around a bit.
    – Mark Cassidy
    Oct 4, 2016 at 9:25
  • 1
    The rules keep changing. It used to be at least 2 developers who were 6.5+ certified. The version number may be higher now. But the organisation will not be able to get partner status before this criteria is met (and therefore access to support)
    – jammykam
    Oct 4, 2016 at 9:27
  • I'm the only certified developer in my organization and we are a partner and I had access to the support portal.
    – Chris Berg
    Oct 4, 2016 at 13:55
  • Also - you can be associated with a business (since they can have their own developers), it doesn't have to be a partner.
    – Chris Berg
    Oct 4, 2016 at 13:56

As well as being a Sitecore certified developer (although this restriction can be lifted in certain circumstances) you also have to either:

When you raise a ticket you will need to enter a valid Sitecore license number and the system will check to make sure the client is eligible to receive support.

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