Who are the contractual parties to the Agreement?

The contractual parties to the Agreement are you and your local Sitecore entity, respectively. The local Sitecore entity is set out in the Order.

Your affiliates may place Orders with other Sitecore entities based on the same terms and conditions, but this will be considered a separate agreement between the parties thereto.

What is the order of precedence of the Agreement documents?

How can I place an Order/New Orders?

With an MSTC in place we can enter into Orders from time to time for any new products or services you may wish to purchase. Please note that the commercial terms of each Order must be mutually agreed and the Order signed by both of us, otherwise it does not constitute a binding Order (e.g. a purchase order sent by you does not constitute a binding Order).

Please contact your Sitecore sales account executive if you wish to place an Order. 

Can I terminate our Agreement or an Order for convenience?

Liability and Indemnity – what is Sitecore’s approach?

What is Sitecore’s Service Level Agreement (“SLA”)?

We provide SLAs for our SaaS Products and Hosted Services. The SLAs define the level of service you can expect from us as well as an explanation of the metrics by which the services are measured. You can find the Sitecore SLAs here.

Given that all our customers are on the same version of the platform and/or we apply the same standardised services across our business, we cannot modify SLAs for each individual customer, as scaling our operations without uniformity across our customer base would be impossible. 

What is the Sitecore Usage Policy?

This policy sets forth what can and cannot be done with our Cloud Products. Much of this is required by applicable law or the underlying service providers of the cloud computing platforms on which our solutions are deployed. As a result, this is required to be accepted by our customers without modification. You can find the Sitecore Usage Policy here.

Where can I find information about Generative AI functionality in Sitecore products?

You can find information about Gen AI Functionality here.

What are the different types of data?

Where is Customer Data located?

Sitecore offers product-specific availability in a number of data centers across the globe to give our customers flexibility on where their data is located. Your data (defined as Customer Data in the Agreement) resides in the data center(s) selected by you. Your data within the Cloud Product will be processed, transferred to and stored wherever you choose to have your data hosted and your data will not be transferred from the data center location chosen by you without your prior consent/instruction.

Why does the DPA allow for transfers of Personal Data?

This is to allow for transfers in situations where you ask us to do so in order to provide the purchased services. If applicable, Sitecore ensures that any such transfer is via adequate transfer mechanisms, and where applicable Sitecore has put in place supplemental technical and organisational measures to ensure an adequate level of protection in the destination country in compliance with applicable law. In the DPA we make reference to the Standard Contractual Clauses as an adequate transfer mechanism to e.g., the United States (for example, if another line of business/affiliate/location is later opened and you desire to make use of a data center in the US).

What happens to my data at termination/expiration?