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Demandware Support

Knowledge Article Number 000240130

General support information


The Demandware Support Team is available 24/7, excluding regional holidays. There's also emergency coverage for major issues during weekends and holidays for Severity 1 issues only.

The best way to reach the team is by opening a ticket via the Demandware Self-Service Portal.  

Submit a Ticket with Demandware

  • Preferred Method - open a ticket via the Demandware Self-Service Portal (only Designated Contacts can do this).
  • Phone - Available during local business hours.
    • EMEA: 49-3641-2241677
    • US: 1-877-540-3032 
    • 24/7 Global: 1-973-297-2883
  • Email -

Support prioritization

Tickets received are prioritized based on the Severity of the issue.

Response TimeIssue Type
30 minutesWhen the product is substantially inoperable in a post-launch production instance with a high impact to multiple users of the site and a mutually agreed upon workaround has not been implemented in such a way that the issue has been mitigated; anything that disrupts commerce
  • Example: unable to checkout
4 business hours*When a substantial product feature is not working or a substantial performance problem exists which causes the product to perform poorly, impacting multiple users of the site.  A mutually agreed upon workaround, with such agreement not being unreasonably withheld, is available and can be implemented at Customers convenience
  • Example: site is slow; coupon is not working
1 business day*When the product malfunctions but user operation is not substantially impacted. Also appropriate for “How-to Questions” and other low impact product inquiries.
2 business days*When a cosmetic product or documentation error exists and user operation is not impacted. Also appropriate for product enhancement requests.
*Business Hours are regionally 8:30am to 5:30pm Monday - Friday (excluding regional holidays).


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