Contact Optimizely Support
Learn how to contact Optimizely Support, what falls within the standard support scope, and where to turn when your needs fall outside it. This article also covers product-specific considerations for Optimizely Experimentation, Optimizely Content Management System (CMS), Optimizely Content Marketing Platform (CMP), and Optimizely Digital Asset Management (DAM).
Ways to contact Optimizely Support
Contact Optimizely Support through the following channels:
- Support Portal – Submit and track tickets.
- Customer Success Manager (CSM) – Contact your CSM for needs that go beyond technical support, such as Expert Services, partner engagements, or Account Resource Center (ARC) requests.
General scope of Optimizely Support
Optimizely Support helps you succeed with Optimizely products. The following sections describe what is and is not within the standard support scope.
What Support can help with
Optimizely Support can help with the following:
- Providing guidance on product configuration, experiments, and campaigns.
- Debugging or troubleshooting unexpected product behavior.
- Resolving confirmed product bugs or outages.
- Discussing Optimizely technical documentation.
- Providing code samples or workarounds for simple customizations.
- Clarifying with engineering where an issue originates, such as the Optimizely platform or your implementation.
- Relaying engineering feedback and directing you to the right next step.
What Support cannot do
Optimizely Support cannot provide ongoing development resources. This includes, but is not limited to, the following:
- Writing, reviewing, or debugging customer-owned code, including custom integrations.
- Configuring products or experiments on your behalf.
- Acting as a quality assurance (QA) team to review tests or implementations.
- Generating hypotheses or ideating on your behalf.
- Exporting data on your behalf.
- Troubleshooting complex custom code that falls entirely outside the Optimizely platform.
- Making scope decisions. These often come from engineering, not Support.
Out-of-scope requests
If your request falls outside the support scope, Optimizely Support follows this approach:
- Communicates transparently about where the issue sits and what Optimizely Support can address.
- Engages your CSM, who can route you to further opportunities or engagements.
- Directs you to your CSM to explore options, such as Expert Services, a partner engagement, or an ARC request.
- Where relevant, points you to Optimizely Opal or other AI tools for unofficial guidance. AI-generated responses are not officially supported answers.
When to contact your CSM
Contact your CSM in the following situations:
- Your needs exceed what standard Optimizely Support can provide.
- You are considering Expert Services or a partner engagement.
- You want to escalate a scope decision.
- A paid or free-of-charge ARC request may be appropriate based on context.
Product-specific support questions and coverage
The general scope in the previous section applies across all Optimizely products. Individual product teams have added the following product-specific considerations.
Experimentation
Support can help with the following:
- Guidance on experiment or campaign configuration.
- Debugging or troubleshooting experiments or campaigns that behave unexpectedly.
- Resolving bugs or outages.
- Discussing Optimizely Experimentation technical documentation.
Support cannot help with the following:
- Writing, reviewing, or debugging customer code, including custom integrations.
- Configuring experiments on your behalf.
- Acting as a QA team to review tests.
- Generating hypotheses or ideating on your behalf.
- Exporting Optimizely Experimentation event data on your behalf.
If you need continuous development support, work with an Optimizely Certified Solutions Partner or use Optimizely Opal for ideation, test plans, and result summaries.
Analytics
Support cannot help with the following:
- Debugging data pipelines outside the Optimizely platform.
- Analyzing visitor and conversion data that is not generated by the Optimizely platform (Experimentation or other).
Digital Experience Platform (DXP) and CMS 12 and 13
CMS implementations involve significant custom code. The root cause of an issue is often in customer-owned code rather than the Optimizely platform. The following approach applies:
- Optimizely Support engages engineering to confirm whether the issue originates in your implementation or the platform.
- If the issue is on the customer side, Support communicates this transparently and shares potential solutions where possible.
- For simple customizations, Support may provide code samples or workarounds.
- For complex customizations, Support directs you to Expert Services.
- Involve your CSM, Engagement Manager (EM), or Strategy Consultant from the start if you need Expert Services.
CMP and Digital Asset Management (DAM)
The general scope described in the previous section applies to CMP and DAM, with the following product-specific considerations.
Support can help with the following:
- Guidance on workflow, campaign, and content type configuration.
- Troubleshooting asset upload, metadata, permissions, and rendition issues.
- Debugging unexpected behavior in CMP or DAM features, including integrations built on documented Optimizely connectors.
- Resolving confirmed product bugs or outages.
- Discussing CMP and DAM technical documentation.
Support cannot help with the following:
- Writing, reviewing, or debugging custom integrations or scripts built against the CMP or DAM APIs.
- Configuring workflows, campaigns, taxonomies, or metadata schemas on your behalf.
- Bulk asset migration, import, or cleanup on your behalf.
- Defining content strategy, governance models, or asset taxonomies.
- Exporting CMP or DAM data on your behalf.
If you need ongoing development, large-scale migration, or strategic guidance, contact your CSM to discuss Expert Services or an Optimizely Certified Solutions Partner engagement.
Additional resources
- Optimizely Certified Solutions Partners – Ongoing development, custom code, testing, and optimization strategy. See Technology Partners.
- Optimizely Opal – Ideate test plans, summarize results, and more. See Optimizely Opal overview.
- World community – Vibrant community of likeminded technologists. See Community.
- Developer Forums – Community-based technical questions. See Forums.
- Expert Services (through CSM) – Hands-on implementation help, partner engagements, or ARC requests. See Optimizely services.