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 - firstname.lastname@example.org
Tickets received are prioritized based on the Severity of the issue.
*Business Hours are regionally 8:30am to 5:30pm Monday - Friday (excluding regional holidays).
|Response Time||Issue Type|
|30 minutes||When 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.|