World-Class Support

Experience industry-leading support, tailored to help you succeed. From rapid response times to hands-on guidance with complex migrations, Sonatype Support empowers your team every step of the way.

Be Confident During Builds with Industry-Best Support

At Sonatype, support is not just about fixing problems. It’s about accelerating outcomes. Every subscription comes with access to our global Customer Success ecosystem, where technical experts, proactive coaching, and a rich library of resources help you maximize value from day one. Our support adapts to your needs. We offer multiple tiers of support, so that organizations of every size can get the right level of coverage.

Standard Support

Included with every subscription is 8-5 local time coverage with 3-hour Severity 1 response.

Extended Support

A paid add-on for 24x7x365 coverage on production outages.

Gold Support

A premium offering with 1-hour Severity 1 response times, 24x7x365 coverage, phone/chat support, and tickets routed directly to senior engineers.

The Sonatype Difference

We offer more than support. With Sonatype, you get a true partnership. Where others stop at reactive ticket resolution, Sonatype builds long-term value with personalized support and proactive coaching by our Customer Success Engineers that help you deploy, optimize, and guide your team on best practices.

• AI-Powered Efficiency: Our Ask Sona copilot puts an AI-powered knowledge assistant at your fingertips, offering quick and reliable responses that save you time.
• Global Reach with Local Expertise: Our six support hubs (U.S. East/West, UK, Germany, India, Australia, Canada) offer 24/7 coverage, so you are never left waiting.
• Direct Access to Experts: Our Technical Support Engineers average 12+ years of experience and provide practical, technically sound guidance, minimizing escalations and eliminating delays.

Customer Impact By The Numbers

• % customer support satisfaction rating
• NPS Net Promoter Score in 2024 (world-class benchmark)
• % of customers report achieving or being on track to their desired outcomes

Self-Service Resources

Sonatype provides a range of educational opportunities, from developer how-tos to interactive roundtables, designed not only to answer your questions but also to deepen your knowledge and sharpen your skills.

My Sonatype Portal

Centralized hub for training, tickets, and resources.

Sonatype Learn

Access learning paths, eLearning courses, and Sona Shorts to help you achieve results quickly with Sonatype.

Office Hours

Meet with Sonatype success, product, and support leaders in a live session open to all customers.

Sonatype Documentation

Extensive help documentation, guides, and troubleshooting walkthroughs.

Additional Support on Your Most Critical Projects

Professional Services

Unlock the full value of your investment with expert services that accelerate adoption, improve performance, and reduce risk. Sonatype Services include:

• Advanced Deployments: tailored implementations designed for scale and success.
• Health Checks: optimize architecture and usage for maximum efficiency.
• Migration Services: seamless transitions from OSS/CE, Artifactory, or self-hosted to Sonatype Cloud.

Workshops

Delivered by Customer Success Engineers, workshops combine technical depth with practical application:

• Policy Workshop: Define and enforce component governance.
• Champion Workshop: Advanced deployment and risk management.
• Developer Class: Teach engineers how to remediate vulnerabilities early.
• Repository Hands-On Training: Master setup, usage, and administration.

FAQs

What type of support does Sonatype offer?

Sonatype offers three levels of support: Standard (included), Extended (paid add-on), and Gold (premium). Each tier offers faster response times, broader availability, and expanded access channels to match customer needs. Every customer has portal and email access. Gold Support unlocks priority phone and live chat, ensuring critical issues are escalated immediately.

What are your SLAs?

We deliver fast, reliable response times with SLAs that lead the industry:

• Severity 1 (Critical Outages): 3 hours for Standard/Extended, 1 hour for Gold.
• Severity 2: 2-5 hours depending on tier.
• Severity 3-4: 4-8 hours depending on tier.
• Policy goals ensure fixes or workarounds within days, not weeks.

Do you offer U.S.-only based support?

For customers with strict needs, we provide U.S.-only support from U.S. citizens with federal clearances.

Where does Ask Sona get its information?

Ask Sona is trained on Sonatype documentation, eLearning content, resolved support cases, and best practices. In Q1 2025 alone, Ask Sona answered 15,093 customer questions, saving over 3,300 customer hours for individuals who did not need to put in a support ticket.

Is Sonatype support offered 24x7x365?

Yes. Extended and Gold Support provide 24x7x365 availability for Severity 1 (Production Outage) issues. Gold Support ensures a 1-hour SLA for critical incidents.

How does Sonatype measure customer satisfaction?

We track customer experience through cSAT, CES, and NPS surveys. Every negative response receives a personalized follow-up from management. In 2024, we earned a 93% support satisfaction score and a world-class NPS of 63.

What makes Sonatype Support different from other vendors?

Sonatype customers consistently cite our precise vulnerability intelligence, reliable repository management, and unique firewall protection as differentiators, but they also highlight our proactive coaching model, AI-driven support tools, and global expert network as unmatched in the industry.

What is software supply chain security?

Software supply chain security is the practice of protecting all components, processes, and stakeholders involved in developing and delivering software. At Sonatype, we view it as securing every stage — from dependencies to deployment — against open source malware, vulnerabilities, and tampering. The most effective software supply chain security strategies focus on ensuring trust, integrity, and compliance across the software development life cycle (SDLC) to prevent breaches before they happen.