Expert Services Packages

Unless otherwise defined in this document, all capitalized terms used in this document shall have the same meaning as that given in the Order for Services between the Sitecore entity (Sitecore) and the customer (Customer) signing such Order.

1. Overview

The Expert Services Packages (each an “EXS Package”) provide access to the Sitecore Consulting Services team to provide guidance and answer questions on topics related to the implementation of Customer’s Sitecore product. The EXS Package is designed to complement partner and/or Customer internal development teams focused on Sitecore products and provides advisory expertise with respect to individual customer solutions and implementations, recommending best practices, formulating architectural approaches based on business needs, and helping troubleshoot issues that arise during the development stage or post-development use of Sitecore products.

2. Scope

There are 4 EXS Packages available – enterprise, platinum, gold, and silver – with the Services to be delivered on an annually recurring basis. The specific package which will be delivered to Customer is set out in the Order for Services. The EXS Package is provided through access to Sitecore’s Consulting Services team via:

1. an online portal (the details of which will be provided to Customer on or immediately after the Order Effective Date). The EXS Package allows Customers and, should Customer choose to give them access to the online portal, partners to collaborate with Sitecore on challenges and requirements which are unique to a Customer’s project implementation. The portal can be used to pose questions and request guidance on implementation architecture, workflow, best practices, and troubleshooting. This may include topics such as:
   • Implementation details
   • Installation and configuration
   • DevOps and SDLC
   • Integrations
   • Architectural decisions
   • Upgrade considerations
   • Product how-tos

   The online portal allows for documentation of questions and responses, acknowledgement of receipt, routing based on topics, and retention of prior interaction outcomes.

2. periodic video calls for review and guidance on Sitecore’s Value Realization Framework.
   This may include topics such as:
   • Recommendations on what tasks to work on next
   • Recommendations on value measurement
   • Tracking and reporting on product & feature adoption and value realization

   Each EXS Package has a different monthly usage allocation as set out below:

3. General

The Services will be acquired as a pre-paid pool of hours, where the maximum number of hours to be used in a day corresponds to the length of the workday of each individual Sitecore resource engaged as part of this package unless otherwise agreed between the parties. The hours consumed will be counted in time increments of 60 minutes.

Services hours must be consumed on a quarterly basis, with the first quarter starting on the Order Effective Date and ending 3 months thereafter. The quarterly allowance is called out in the Order for Services.

Any Services hours not consumed within a given quarter will expire. Sitecore is under no obligation to deliver any unused pre-paid Services after expiry and any outstanding fees or applicable expenses will remain payable. Sitecore shall provide monthly consumption reporting.

If a Customer exceeds the number of Services hours in a given quarter, each additional Service hour will be charged based on Sitecore’s then-current hourly rates for the relevant Sitecore Services role, and will be invoiced by Sitecore at the end of such quarter.

The Services are not intended for general product support or critical production support. No service level agreement is associated with the Services. Production and/or urgent issues should be raised under Customer’s Sitecore Support Program (“SSP”). The EXS Packages exist independently of and cannot replace, accelerate, or enhance the SSP. The Consulting Services team assume the Customer and/or their implementation team have working access to the SSP. The EXS Packages complement the SSP in that the Consulting Services team can review and advise about custom implementation approaches in a way that falls outside the scope of the SSP.

The EXS Package is an advisory service and cannot provide direct hands-on-keyboard implementation work. Any produced code and Sitecore configuration performed by Sitecore while delivering the Services will be for reference and guidance. Customer should perform proper testing in its environment when using any of the advice provided by Sitecore.

Sitecore cannot provide advice with respect to products and services outside the Sitecore products and services line.

All interactions must be in English.

All work is performed remotely.

v1.4 (August 2023)