Cloud Managed Services for Azure Kubernetes Service (AKS)

1. Annex A – DEFINITIONS

1.1 Additional Defined Terms

“Azure Infrastructure” means Customer’s infrastructure resources hosted in Azure, as further defined in Annex C.
“Azure Infrastructure Support” means the management, maintenance and support of the Azure Infrastructure, as further set forth in Annex B.
“Azure Provider” means Azure services provider selected by Customer or by Sitecore on Customer’s behalf as defined in Annex C.
“Domain” means the website hostnames which are part of the Sitecore Application, as listed in Annex D.
“Downtime” means any period where the Sitecore Application doesn’t respond to user requests within the expected HTTP status (usually an HTTP 200 response) and is respectively not successfully operational.
“Incident” means an automatically generated Uptime alert or Customer-generated assistance request to the Managed Services Team.
“Incident Management Services” means the management of Incidents impacting the Azure Infrastructure or Sitecore Application, as further set forth in Annex B.
“Managed Services” means management and support of the Azure Infrastructure and Sitecore Application on behalf of Customer, including the Incident Management Services.
“Managed Services Team” means all Sitecore Personnel involved in the performance of the Managed Services.
“Maximum Objective” means, the amount of time that Managed Services Team targets, but does not guarantee, to resolve an Incident based on Incident Response Times table defined in Annex B.
“Onboarding Phase” means, the initial phase of the Project when information regarding contacts, documentation and other aspects regarding the operations of the Managed Services Team are exchanged with the Customer.
“Scheduled Maintenance” means, system/software maintenance that is agreed with the Customer and scheduled in advance, to fix non-critical errors and implement system/software changes for the Sitecore Application and Azure Infrastructure.
“Sitecore Account Manager” means that Sitecore Personnel responsible for the relationship between Sitecore and Customer.
“Sitecore Application” means the Sitecore software validly licensed by Customer from Sitecore which is hosted on the Azure Infrastructure.
“Sitecore Application Support” means the management, maintenance and support of the Sitecore Application, as further set forth in Annex B.
“Sitecore Product Support Team” means Sitecore Personnel who are responsible to support and address core Sitecore Application issues and are available at https://support.sitecore.net/helpdesk/.
“Sitecore Solution Partner” means a third-party company that is a certified Sitecore solution partner that Customer may hire, in its sole discretion, to perform development/implementation work on the Sitecore Application on Customer’s behalf.
“Uptime” means the accumulative percentage in a given period where the Domains were successfully operational as measured via the Availability metric provided by Azure Application Insights or other similar uptime metric tool requested for use by Customer and approved by Sitecore.
“Uptime Exclusions” means any event that is out of Sitecore’s control such as Azure Infrastructure outage, maintenance windows, Customer approved shut down of any parts of the infrastructure, issues caused by Sitecore Application code, or actions by Customer or third party vendors not coordinated with the Managed Services Team.

1.2 Priority Definitions

Priority	Incident severity	Definition	Website example	Single service example	Non-Production	Administrative / Internal Example
1	Critical	Domain or Sitecore Application is down due to an infrastructure or application issue	Virus outbreak, Server crash, Network failure, DDOS attack	Server crash, Network failure, DDOS attack, Certificate issue	N/A	N/A
2	Major	Sitecore Application is unusably slow due to an infrastructure or application issue	Revenue transaction failure (or other revenue generating page or service), Home page not available	N/A	N/A	N/A
3	Minor	Certain critical Sitecore Application components do not work such as publishing, search, forms	Production Sitecore Application sustained slow response. Individual web pages not available, excluding home page, 500 server responses to specific pages, Form submission failures.	Service sustained slow response	N/A	No access to CMS
4	Low	Any other service request that does not require priority treatment	404s, missing images, excessive errors in the log files, cache issues.	Unexpected behaviour	No access to Staging or other unexpected behaviour	Unexpected behaviour.