Additional terms for Managed Cloud Premium (MCP) 2.0
Additional terms for Managed Cloud Premium (MCP) 2.0
In addition to the platform uptime commitment set forth in the main body of the Managed Cloud SLA, Sitecore will also provide to Customer the application uptime commitment and application support in relation to the Hosted Services, as set forth below:
Definitions
“Application Uptime” means the accumulative percentage in a given period where the Covered 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.
“Application Uptime Exclusions” means any event that is out of Sitecore’s control such as 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 Could Premium Team.
“Covered Domains” means the Domains which are part of the Sitecore Application, as listed in the Order for Hosted Services; Covered Domains apply to Production Sets only.
“Managed Cloud Premium Team” means all Sitecore Personnel involved in the performance of the Sitecore® Managed Cloud Premium Cloud Services.
“Sitecore Application” means the Software licensed by Customer from Sitecore which is hosted on the Hosted Services.
Sitecore Application Uptime Commitment
Subject to the Application Uptime Exclusions, Sitecore will use commercially reasonable efforts to ensure that the Covered Domains are available twenty-four (24) hours a day, seven (7) days a week.
Sitecore Application Support
The Managed Cloud Premium Team will provide enhanced Support for the Sitecore Application as follows:
- With respect to the Initial Target Response Times for Support Cases (https://kb.sitecore.net/articles/583182), the following initial response times will apply for the four severity levels (i.e. applicable for the initial response only):
Severity Level
24x7 Managed Cloud Premium Support
Critical P1
15 Minutes
High P2
2 Hours
Medium P3
1 Business Day
Low P4
2 Business Days
- With respect to Support Ticket Resolution (https://kb.sitecore.net/articles/583182), the Managed Cloud Premium Team will seek to find a resolution to a Support Case based on same standards as for 24x7 Premium Support.