Onboarding 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 Onboarding Services Packages (each an “ONS Package”) offers a collaborative services relationship with Sitecore, designed to establish a foundation for the project you want to implement. Sitecore helps you complete planning activities to define your implementation strategy, refine processes, and define your target architecture. Anchored by an experienced Sitecore Client Manager and a Technical Consultant, ONS is designed to provide high-level Onboarding Consulting by way of architectural and roadmapping guidance as well as Expert Services (each as further detailed below) as needed throughout the installation, configuration, and early phase implementation of your project.

2. Scope

There are 3 ONS Packages available: large, medium, and small. The specific package which will be delivered to Customer is set out in the Order for Services. Each ONS Package includes both Onboarding Consulting and Expert Services, each described in more detail below.

Onboarding Consulting

Each package includes a pool of architectural and roadmapping hours. These can be used in a variety of ways, with specific key activities to be performed to be discussed and mutually agreed between Sitecore’s Client Manager and Customer, depending on the specific business goals and implementation team’s needs during the early phase of Customer’s Sitecore project.

The primary intent of these consulting hours is for the Services team to provide assistance, best practices, and technical advice to the teams responsible for installing, configuring, implementing, managing, and leveraging Sitecore products.

Activities may include assistance with:

  • Planning workshops
  • Installation and configuration
  • Architecture design
  • Project roadmapping
  • Technical troubleshooting
  • Solution review
  • Configuration review
  • DevOps and SDLC

The Onboarding Consulting hours allocation for each package is as follows:

ONS Package

Onboarding Consulting Usage – hours available from Order Effective Date to Expiry Date (as defined below)


Up to 75 hours


Up to 150 hours


Up to 230 hours

Assumptions: Customer will make necessary resource(s) available to provide information relevant to provision of the Services.

Expert Services

The Expert Services provide access to the Sitecore Consulting Services team to answer questions on topics related to the implementation of Customer’s Sitecore product. The Expert Services are 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 use of Sitecore products.

The Expert Services are provided through access to Sitecore’s Consulting Services team via an online portal (the details of which will be provided to Customer on or immediately after the Order Effective Date) for questions and 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. The Expert Services allow 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 Expert Services hours allocation for each package is as follows:

ONS Package

Expert Services Usage – hours available from Order Effective Date to Expiry Date (as defined below)


Up to 40 hours


Up to 85 hours


Up to 130 hours

The Expert Services interactions occur primarily through the online portal. Sitecore will propose and mutually agree with Customer about calls or screen shares when appropriate based on the conversation in online portal messages. All interactions should be related to Sitecore projects the purchaser of the PRS Package is engaged in.


  • All interactions must be in English.
  • The Expert 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 Expert Services 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 Expert Services 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.

3. General

Short-term Services: The Services must be consumed within 12 months (or such other time period set out in the Order for Services) from the Order Effective Date (the “Expiry Date”). After the Expiry Date, any remaining unused Services will otherwise expire. Sitecore is under no obligation to deliver any unused pre-paid Services after the Expiry Date and any outstanding fees or applicable expenses will remain payable. If Customer exceeds the number of Services hours available for use up to the Expiry Date, 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 as soon as practicable after the Expiry Date. Sitecore shall provide monthly consumption reporting.

Time increments: Onboarding Consulting hours consumed are counted in increments of 60 minutes. Expert services hours consumed are counted in increments of 15 minutes. 8 hours is the maximum number of hours to be used in a day unless otherwise agreed between the parties.

The ONS 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 expertise in products and services outside the Sitecore products and services lines.

All Expert Services work is performed remotely, and all Onboarding Consulting Services are performed remotely unless otherwise agreed in the Order for Services.

The Fees for the Services do not include any travel, accommodation and subsistence expenses for onsite visits. If the Order for Services indicate that onsite visits are to take place, such visits and associated travel budgets will need to be agreed upon between the Customer and Sitecore for each trip. Sitecore will book economy flight tickets and cheapest option for appropriate 4-star business class hotel. Sitecore will invoice the Customer each month for travel expenses incurred during the preceding month for agreed and approved onsite visits at the Customer’s locations.

v1.0 (March 2022)