Sonar Customer Value Acceleration

Access the support portal to open a ticket. Provide a clear summary of the issue, specifying the product version and whether the issue is on a production or test instance. Also, provide the impact your users are experiencing, the Support Info File, any available logs, and screenshots to help us investigate the issue and assist you. We also recommend filing a single ticket for each problem you might be experiencing.

Support tickets can be filed using the following indicative issue severity guidelines:

• Blocker: A support request is identified as a blocker if it impacts business-critical operations. These circumstances are applicable to production instances and include: 
  • Instance is down, unavailable, or completely unresponsive
  • All users in the org are unable to login to their instance
  • All analysis is failing or background tasks are not processing
  • Production upgrade is halted or unresponsive.

• Critical: A support request is critical if it impacts business operations where there is no workaround. This includes situations where important features or capabilities are unavailable or extremely slow with no possible workaround.

• Major: A support request is classified as a major issue under the following:
  • A single user is unable to login
  • Analysis is failing on one or more projects, but not all
  • Difficulty in using the UI including errors and/or performance issues
  • Unstable system with tool crashes that don’t resolve after restart
  • License/subscription that is about to expire beyond the 14-day grace period
  • A secondary environment is down or non-functional.

• Minor: A support request is classified as a minor issue under the following:
  • Basic functional questions
  • Suggestions for a capability request, change, or improvement
  • Issues that may appear as real issues but are in fact known limitations.

Here are a few tips before you file a ticket:

• Check the product documentation for any prerequisites, dependencies, or configurations to see if the issue is related to that.
• Check the product version on which you are encountering the issue.
• An issue you encounter may have already been addressed in one of the recent releases of the product. We recommend that you try to reproduce the issue using the most recently released version of the product if possible. If you are not on the latest or an active version of SonarQube, follow the instructions in the SonarQube upgrade guide and check out the before you upgrade section prior to starting the process. Learn more about active versions and the Long-Term Active version of SonarQube.
• Our release cadence strives to provide customers with the best experience and capabilities. The Sonar community has a lot of technical information and guidance from users who may have experienced similar issues. 

Our technical team is committed to providing the highest level of support for “active” product versions. Active versions refer to versions of the product that are suitable for customers' use and for which SonarSource is committed to extending the necessary support. Learn more about the Long-Term Active (LTA) version of SonarQube. 

Here is how active versions are defined

SonarLint: The latest version of SonarLint is the active version.

SonarCloud: SonarCloud is regularly updated and the currently running version is always the active version.

SonarQube: All the following versions are considered active versions:

• Latest version of SonarQube
• Latest - 1 version of SonarQube
• Long-Term Active (LTA) version of SonarQube
• Long-Term Active (LTA) - 1; up to 6 months after a new SonarQube LTA is released. 

SonarQube Minor Release Example

When SonarQube 10.5 is released, the following are considered active versions:

• SonarQube 10.5 (latest)
• SonarQube 10.4 (latest -1)
• SonarQube 9.9 LTA (latest LTA)

SonarQube LTA Release Example

When SonarQube 10.9 LTA is released, the following are considered active versions:

• SonarQube 10.9 LTA (latest)
• SonarQube 10.8  (latest -1)
• SonarQube 9.9 LTA (only for 6 months after the release of SonarQube 10.9 LTA)

If there are any questions about intermediate versions of SonarQube (between the current LTA and the latest version), the support team will provide as much help as possible but we might ask you to upgrade to the latest version to solve problems. Check out our documentation for more information about SonarQube active versions.

The support team is available to assist you through the support portal, where you can file a ticket to report any issues or inquiries. The portal is accessible 24/7, providing a convenient way to get in touch with our support team.

For urgent matters that require immediate attention, particularly during weekends, the Premium Support tier offers a phone option to ensure you receive the necessary assistance even outside of regular business hours.