Final answer:
You should typically contact Sitecore's customer or technical support team through the Sitecore Support Portal by submitting a support ticket, and if needed, escalate to your Sitecore Account Manager.
Step-by-step explanation:
When encountering issues with Sitecore Support, the course of action typically involves contacting their dedicated customer support or technical support team. If you are unable to resolve your issue through the self-help resources on the Sitecore website or through the community forums, you should seek direct assistance. This can often be done through the Sitecore Support Portal where you can submit a support ticket. If your issue is urgent or you have not received a timely response, contacting your Sitecore Account Manager can be a good next step. Additionally, it may be helpful to review any support documents or agreements to understand the process and expected response times for resolving different types of issues.