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 the 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 our support knowledge base.

What do I do with a stuck deployment? what-do-i-do-with-a-stuck-deployment

See Deployment troubleshooter in our support knowledge base.

Where/How do solution partners or tech 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 it may appear to be submitted on their behalf and cause confusion.

Example:
While this section refers to Adobe Commerce Cloud sandbox accounts, the same requirement applies when partners are working in internal environments and not for a specific customer. Partners must not submit support requests under a customer organization unless 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.