Partner Adobe Commerce on cloud infrastructure sandbox requests
This FAQ article contains links to useful resources for Adobe Commerce on cloud infrastructure sandbox requests. It also clarifies that partners must not submit tickets under a customer’s organization when they are not acting on that customer’s behalf.
How do I upgrade services on my Adobe Commerce on cloud infrastructure sandbox? how-do-i-upgrade-services-cloud-sandbox
Most Sandbox projects are set up like Cloud Starter projects rather than Cloud Pro.
For these Starter-style Sandbox projects, you need to upgrade any services yourself as needed.
If you have a Pro-style Sandbox project, you need to submit sandbox-related support requests by emailing SPPHelp@adobe.com. These requests are routed to the Partner Technical Support team.
How do I refresh my Adobe Commerce on cloud infrastructure sandbox? how-do-i-refresh-my-cloud-sandbox
See Reset environment on Cloud in the support knowledge base.
What do I do with a stuck deployment? what-do-i-do-with-a-stuck-deployment
See Deployment troubleshooter in the support knowledge base.
Where/How do partners submit a support request? wherehow-do-solution-partners-or-tech-partners-submit-a-support-request
Partners with a Partner Sandbox Cloud project cannot submit tickets for sandbox-related issues through the Support section of Experience League. Please do not use a merchant’s account to submit these tickets, as they appear to be submitted on the merchant’s behalf and cause confusion.
This requirement also applies when partners are working in internal environments and not for a specific customer. Partners must submit support requests under a customer organization only when they are actively engaged on that customer’s behalf.
If you’re submitting a ticket on behalf of a merchant who has not been granted Shared Access, please request access from the account owner. For steps on how to request access, refer to Shared Access: Grant Privileges for other users to access your account.
Partners can submit a support case here.