Sitecore Premier Optimize Package

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

There are 3 Premier Optimize packages available: small, medium, and large, with Services to be delivered on an annually recurring basis. The specific package which will be delivered to Customer is set out in the Order.

What is Premier Optimize?

The Premier Optimize package is designed for customers who want to optimize the business processes used to operate their Sitecore Products. The goal of the Premier Optimize package is to maximize value at each stage in a customer's lifecycle. The Sitecore team (Business / Marketing Consultants) engage continuously with a Customer's business users to help them solve their most pressing problems. As Sitecore develops and acquires new capabilities, the Sitecore Services team can help a customer understand the opportunities those capabilities present and help adoption of those capabilities.

What is the difference between the small, medium, and large packages?

Each Premier Optimize package has a different number of Services hours allocated per quarter. The key activities, (as set out below), indicate what will be performed with the Services hours:

2. Scope

Customers have different needs and those needs change over the customer lifecycle. Sitecore can provide business consulting on the following topics as per the needs of the Customer:

Optimization

• Optimization Maturity Assessment – a review of the current level of optimization maturity in the Customer organization. This is used to inform the activities that should be the focus to move from current state to desired state.
• Experience Optimization - guidance provided to the Customer on how to use their Sitecore capabilities to their full potential, including optimization of
  • Customer Data Management,
  • Personalization & Testing,
  • Marketing Automation, and
  • Operating Model.

Value Creation

• Value Creation Maturity Assessment – a review of the current level of value creation maturity in the Customer organization. This is used to inform the activities that should be the focus to move from current state to desired state.
• Backlog Management (including Personalization Ideation and Art of the Possible Sessions) – guidance provided on helping the Customer build a backlog of valuable items to work on next.
• Customer Analysis – guidance provided on Customer segmentation and cross channel Customer journeys.

A Services Client Manager will be assigned to the Customer to help select and schedule work on topics that best suits the Customer, within the hourly allowance of the purchased Premier Optimize package, as set forth in the Order for Services.

Customers may choose to allow solution partners to participate in scheduled activities and otherwise collaborate with Sitecore on topics and requirements which are unique to a Customer’s project implementation.

Note that Sitecore does not create or review code as a part of Premier Optimize. Some types of use cases require technical implementation from a customer or an implementation partner.

Assumptions

• All interactions must be in English.
• All work is performed remotely.

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 indicated in the relevant Premier Optimize package description above. Sitecore will work with Customer to schedule Workshops, review calls, and any other activities requiring a large number of hours to minimize the likelihood of Customer (i) not using all allocated Services hours or (ii) exceeding the number of allocated Services hours during a given quarter.

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 fees for the Services do not include any travel, accommodation and subsistence expenses for onsite visits. Where onsite visits are contemplated in the Order, 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. The remainder of the Services will be performed remotely.

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

The Premier Optimize 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 work delivered by Sitecore.

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

v1.1 (September 2022)