dotCMS - Open Source Content Management System, Ondemand CMS, and Professional Support

What is covered by a Support?

• dotCMS agrees the problem is directly related with the OPERATION of dotCMS software and does not involve the support of 3rd party software or systems.
• The problem is a result of common or accepted usage of the dotCMS system.
• dotCMS agrees that a resolution can be reached using reasonable efforts. A single support ticket may involve multiple round trips of contact.
• An ticket is defined as a problem that cannot be broken down into separate constituent issues. If a problem can be broken down into constituent issues, each shall be considered a separate ticket.
• The problem or issue can be re-created on its own systems.

What is not covered in dotCMS Support?

dotCMS Support Tickets do not include

• Custom coding
• Consulting
• Enhancement or feature request
• A problem directly caused by client networking or hardware, the use or integration with 3^rd party software or the use of unsupported feature.
• Bugs in the dotCMS system (see question #3)

What if I find a bug?

If you are a dotCMS Enterprise Edition customer and have a current Support contract, you can send a bug report to "support - @ - dotcms.org". We will contact you for more information, if required, and let you know when you can expect the bug to be resolved and the patch made available, if needed. If you are using dotCMS Community Edition (our free CMS) we ask that you report the bug in our JIRA tracking system. We will then prioritize the bug in our standard release cycle stream and you can track the progress of the bug and its expected resolution date, if any. If you are using dotCMS Community Edition and require the bug to be fixed immediately, you can always contact us with the bug information (JIRA ID) and hire our professional services team to resolve the issue.

How are open tickets Resolved?

A dotCMS support ticket can have five possible resolutions. The resolution of any issue is determined solely by dotCMS support staff. The possible resolutions are:

• The issue results in a reasonable solution.
• The issue results in a reasonable work around.
• dotCMS has determined the issue is related to use of the software that does not follow accepted common usage guideline or specification.
• dotCMS determines the issue is an enhancement request.
• dotCMS determines the issue is a bug in the dotCMS software, at which point it will be fixed (see question #3). dotCMS will credit any ticket use that lead to the discovery of a bug.

When can I use a Support Ticket?

Support is available Mon-Fri from 9am to 6pm est/dst, excluding US holidays. If you are looking for 24/7 support coverage, see the next question.

Is 24/7 support available?

Yes. By purchasing 24/7 Support coverage, our Support Team is available for use anytime, day or night, 24/7/365.

Is hourly support available?

No, hourly support is not available.

I am running the Community Edition of dotCMS. What support options are available to me?

If you are running the Community Edition of dotCMS, you can purchase a single support incident that can be used within 30 days of purchase.