v2.6 (July 1, 2026)
The Order Definitions define the product components relevant to the licensing metrics set out in an Order including SaaS Products, Hosted Services and/or Software. When you see these capitalized words as you read through an Order, they have the meanings set out below.
I. DEFINITIONS:
1. SitecoreAI Essentials
“Asset Storage” means the storage and retention of file-based assets in SitecoreAI including but not limited to images, videos, document files, data models, prompts, embeddings, and other digital content created, processed, transformed, or managed by SitecoreAI or its agentic components. This is measured across all modules of SitecoreAI, including (but not limited to) in the CMS and DAM modules.
“CDN Use” means the distribution and delivery of digital content (including web assets such as HTML pages, JavaScript files, stylesheets, images, media assets and Gen AI generated or agent-assembled outputs) through Sitecore Content Delivery Network (“CDN”). It is tracked based on the total amount of data transmitted and metered on the SitecoreAI CDN facility, including delivery initiated by automated or agentic processes. This is measured across all modules of SitecoreAI, most notably in the CMS and DAM modules, and any Gen AI-powered or agentic delivery services.
"Non-Production Environments” means the total number of non-production environments included in or provisioned under the customer’s SitecoreAI subscription, used for testing, development, staging or training purposes only.
“Production Environments” means the total number of production environments included in or provisioned under the customer’s SitecoreAI subscription, used for live, customer-facing, or business-critical operations.
"Experience Interaction” means any instance in which the SaaS Product dynamically personalizes, delivers, or responds to a user’s activity, profile, or context across digital channels. Examples include, but are not limited to, search queries, personalized content, recommendations, messages, or offers. “Experience Interactions” also include system-triggered, agentic, or user-defined events configured within the application, such as custom actions, signals, or API calls that initiate or record a personalized or contextual response.
2. CMS:
“Visit” means an instance in which an application (including, without limitation, a website, mobile application, or other software application running on a digital device) presents, uses, accesses, or otherwise leverages any content, data, or functionality originating from (whether accessed directly or indirectly) the SaaS Product.
For clarity, “indirectly” includes use of SaaS Product-originated content served from intermediate storage or delivery layers (e.g., cache/CDN), including where the SaaS Product is not contacted at the time of use.
For the purposes of this definition, a Visit may originate from
(i) Browser Activity,
(ii) Identified Non-Browser Activity, or
(iii) Unidentified Non-Browser Activity,
Each as defined below.
(i) Browser Activity means (a) direct human browser visits; or (b) indirect browser visits or requests made through web integrations, including but not limited to RSS feeds, iFrames, browsing agents or similar mechanisms that emulate browsing behavior, including agents that emulate browsing behavior.
For purposes of Browser Activity, a Visit shall be deemed to commence when such application first interacts with the SaaS Product and shall be deemed to conclude upon the earliest to occur of:
For purposes of Identified Non-Browser Activity, a Visit shall be deemed to commence when such application first interacts with the SaaS Product and shall be deemed to conclude upon the earliest to occur of:
For clarity, a single session may give rise to more than one Visit where the applicable Visit conclusion rules are triggered more than once during that session.
For clarity, Identified Non-Browser Activity leads to a “Non-Browser Visit”.
(iii) Unidentified Non-Browser Activity means non-browser activity for which the source cannot be reliably identified or attributed.
For purposes of Unidentified Non-Browser Activity, each two hundred (200) Rendered Page Events will be counted as one (1) Visit.
For clarity, Unidentified Non-Browser Activity leads to a “Non-Browser Visit”.
Classification precedence: If an event could fall into multiple categories identified above, the terms and calculations related to Browser Activity prevail, then Identified Non-Browser Activity, then Unidentified Non-Browser Activity.
“Rendered Page Event” means a metering event recorded when an application renders for display a discrete user-facing page, screen, or view that presents, uses, or leverages content, data, or functionality originating from the CMS, whether accessed directly or indirectly.
In addition to the above, the classification and the treatment of Identified Non-Browser Activity and Unidentified Non-Browser Activity, whether such activities constitute billable Visits, shall be determined by Sitecore.
Distributed Denial-Of-Service (DDoS) attack
A Distributed Denial-Of-Service (DDoS) attack means a coordinated attempt to disrupt or degrade the availability, performance, or normal operation of Customer-controlled web applications, websites, APIs, or services that integrate with or operate as an upstream layer to the Sitecore SaaS Products, by generating an unusually high volume of automated requests from multiple sources over a concentrated period of time.
A DDoS attack shall be deemed to commence at the time of the first malicious request or traffic attributable to such attack (the “DDoS Commencement”), as reasonably determined from available logs, monitoring data, or other technical evidence. A DDoS attack will be assessed and treated as occurring within a single, continuous period not to exceed twenty-four (24) consecutive hours commencing from the DDoS Commencement and traffic attributable to such attack outside of that twenty-four (24) hour period shall constitute a separate DDoS event and not be considered part of the same DDoS attack.
Customer will not owe overages for any Visits or Experience Interactions that Customer can demonstrate were caused by distributed denial-of-service attack (DDoS), or similar automated malicious web traffic not involving actual human interaction, provided that (i) Customer has taken industry standard measures to prevent such malicious web traffic; and (ii) in the case of DDoS attack, an attack must not have lasted for more than a 24 hour period.
Tracking Rules for CMS Visit:
a) SDK Tracking
(i) Implementation of SDK: Customer shall implement and maintain the applicable version of the Sitecore Content SDK, including any required tracking or metering components, for the purpose of Visit tracking. The Sitecore Content SDK includes, or may be used with, the tracking and metering components required to support Visit-level measurement.
Sitecore may provide the Sitecore Content SDK in one or more editions, configurations, or feature sets, as described in the Documentation.
Sitecore may, from time to time, update, enhance, or replace the Sitecore Content SDK, provided that any such updates do not materially degrade the performance or functionality of the SaaS Product.
(ii) Mandated Use: Customer shall deploy and maintain an operational version of the Sitecore Content SDK, including any required tracking or metering components, within its implementation of the SaaS Product as a condition of continued access to Visit-level analytics and reporting functionality. Sitecore may, by written notice or Documentation update, specify the minimum version of the Sitecore Content SDK that Customer must use, including any required tracking or metering components (the “Mandated Version”).
(iii) Performance and Compatibility: The Mandated Version shall be designed such that its implementation does not materially slow load speeds or interfere with the performance of the Customer’s environment when used in accordance with Sitecore’s Documentation and applicable implementation guidance.
c) Non-SDK Tracking.
Notwithstanding the foregoing, if Customer elects not to implement the Content SDK, disables any required tracking or metering components, or implements them in a manner that does not permit reliable Visit measurement, usage will be calculated by reference to the number of Content Requests recorded by Sitecore.
Specifically, one (1) Visit will equal seventy-five (75) Content Requests for Customer’s digital properties and use cases, including, without limitation, websites, applications, mobile, aggregator sites, and other channels or experiences, whether such activity would otherwise be attributed to Browser Activity or Non-Browser Activity.
For purposes of this section, a “Content Request” means a request or metering event recorded by Sitecore for content, data, or functionality originating from the SaaS Product, whether served directly by the SaaS Product or indirectly from intermediate storage or delivery layers, including cache, CDN, edge, replication, or other delivery mechanisms.
3. Agentic Studio
“Custom Agent” means any software or AI-driven agent (including a bot, model, workflow, or automation) that is (a) developed, configured, or supplied by Customer or a third party on Customer’s behalf, and (b) integrated with, or permitted to interact with, Sitecore Products and Services via any API, SDK, connector, plug-in, webhook, or other interface, and (c) not provided or supported by Sitecore. Custom Agents are used at Customer’s sole risk.
“Builder Seat” means a permission-based role within the Sitecore Agentic Studio that grants an individual the ability to create and configure Custom Agents.
4. DAM
“Power User” means the total number of registered users who can manage and modify the following within the DAM: assets, content/content types, product, custom content, campaigns/collections and metadata. This includes the actions create, update, add, delete, lock, submit, publish, archive. Power Users can also execute the same action types (where relevant) on the following within the operations tools of the DAM: projects, project types, workflows, tasks and task types. A user is considered a Power User if they have permission to do one or more of these activities.
“Consumers” means the total number of registered users who can view and download the following in the DAM: assets, content, product, custom content, campaigns/collections. Consumers can also share assets and make content/asset approvals within workflow tasks. All Consumers will have permission to add/update comments. A user is considered a Consumer if they have permission to do one or more of these activities. A Consumer shall include any employee of Customer whose primarily role within Customer’s organisation is not website administration or a third party whose role is to upload materials to Customer’s Sitecore platform.
Managed Content Objects” or “MCOs” means the total number of distinct Content Objects, as defined below, that are made available as part of the DAM capability of the SaaS Product. A Content Object is made available as part of the DAM capability of the SaaS Product where, depending on the applicable SaaS Product configuration, such Content Object is either (a) made available for use within a distinctly provisioned DAM Application, DAM Tenant, or equivalent DAM environment, or (b) designated, governed, or otherwise elected by Customer for inclusion within the DAM capability through any applicable DAM governance functionality of the SaaS Product.
For clarity, a Content Object constitutes an MCO only where such Content Object is made available for use within Customer’s provisioned DAM capability of the SaaS Product, and not solely because such Content Object is stored in, synchronized to, or otherwise present within any shared underlying application, tenant, repository, or infrastructure used by the SaaS Product.
“Content Object” means a distinct, business-meaningful content entity, including, as applicable, file-based digital assets such as images, videos, audio files, documents, and design files; content items such as articles, blogs, and other editorial or atomic content; structured content records such as product items; and custom entity records or similar customer-defined content entities. For purposes of the Managed Content Object metric, a distinct Content Object is defined by a single persisted content entity with a unique system identifier within the applicable DAM capability of the SaaS Product.
A Content Object is counted once as the primary content entity and does not include additional versions, revisions, renditions, derivatives, transformations, metadata, tags, classifications, workflow steps, approvals, delivery events, or other technical or operational artifacts associated with that entity.
Environments. MCOs are counted across Customer’s Production and Non-Production environment(s). A Content Object made available for use in more than one environment is counted separately in each such environment. For example, if the same Content Object is made available for use in both a Production environment and a Non-Production environment, it constitutes 2 MCOs
II. TRACKING RULES:
Experience InteractionThis distinction allows Customers to configure usage rules or consumption management policies within the Essentials entitlements.
CMS Visit:a) Implementation of SDK
Customer shall implement Sitecore’s analytics software development kit (the “Analytics SDK”) for the purpose of Visit tracking. Sitecore may offer two versions of the Analytics SDK, as follows:
Sitecore may, from time to time, update, enhance, or replace the Analytics SDK, provided that any such updates do not materially degrade the performance or functionality of the SaaS Product.
b) Mandated Use Customer shall deploy and maintain an operational version of the Analytics SDK within its implementation of the SaaS Product as a condition of continued access to Visit-level analytics and reporting functionality. Sitecore may, by written notice, specify the minimum version of the Analytics SDK that Customer must use (the “Mandated Version”).
c) Performance and Compatibility. The Mandated Version of the Analytics SDK shall be designed such that its implementation does not materially slow load speeds or interfere with the performance of the Customer’s environment when used in accordance with Sitecore’s documentation.
If Customer elects not to implement the Analytics SDK, usage will be calculated by reference to the number of content requests, as captured in Sitecore system logs.
III. GOVERNANCE AND AMENDMENTS
Sitecore may, from time to time, update the Visit Definition or Visit tracking methodology described in this Schedule for legitimate business or technical reasons, including to reflect industry standards or product enhancements. Any material change that impacts billing shall be communicated to Customer in writing not less than thirty (30) days in advance.
“Personalize Events” mean:
“Non-Production Environment” means an environment used to support but not perform production activities.
“Visit” means an instance where an application (e.g. website or any other software application running on a digital device) is presenting, using or otherwise leveraging content, data or functionality originating from (whether accessed directly or indirectly) the SaaS Product to service a single person within a given Time Frame, where a ‘Time Frame’: (A) is deemed to start when a person first interacts with such application or interacts with such application after a previous Time Frame has ended, and (B) is deemed to end upon the occurrence of one of the following events: (i) the Time Frame is longer than 1800 minutes; (ii) the person is not interacting with such application for more than 30 minutes, or (iii) such application is closed or terminated.
“CDP Events” mean:
“Monthly Tracked Users” or “MTU” means the total number of CDP profiles that are created/updated (via real time or batch ingestion) within a calendar month.
“Order Line Volume” refers to the total distinct number of line items processed across all customer orders.
“Revenue Volume” refers to the total US dollar amount (calculated in USD*) of line items processed across all customer orders, excluding any calculated taxes or shipping charges. *For tiering/sizing purposes, the local currency used in the order will be converted to USD using the Google exchange rate, as of the date of order.
“Asset Bandwidth” relates to the delivery of internet/web content (including HTML pages, JavaScript files, stylesheets and images) through a Content Delivery Network (“CDN”). The Asset Bandwidth metric means the total amount of data transmitted and metered on the Content Hub CDN facility.
“Asset Storage” means the physical storage, on disk, of file-based assets in Content Hub such as images, videos, or document files.
“Consumers” mean the total number of registered users who can view and download the following in the DAM: assets, content, product, custom content, campaigns/collections. Consumers can also share assets and make content/asset approvals within workflow tasks. All Consumers will have permission to add/update comments. A user is considered a Consumer if they have permission to do one or more of these activities.
“Development (Dev) Non-Production Environment” means a replica of the production environment designed to be used for development purposes. It has all the capabilities of a Production Environment, but with certain limitations on auditing data storage, number of entities and number of API requests/scripts/triggers/actions per minute. Usage of this environment counts towards overall entitlements.
“Entities” mean units of data that can represent content, assets, products, etc. An Entity consists of a defined set of text-based attributes that are used to describe the entity. An Entity may have one or more associated media files stored in the Asset Storage.
“Full-Non-Production Environment” means a full replica of the production environment designed for use in staging, QA and performance testing. Usage of this environment counts towards overall entitlements per contractual terms.
“Integration Speed” means the rate of requests per minute at which third party integrations can connect with Content Hub through API.
“Power Users” mean the total number of registered users who can manage and modify the following within the DAM: assets, content/content types, product, custom content, campaigns/collections and metadata. This includes the actions create, update, add, delete, lock, submit, publish, archive. Power Users can also execute the same action types (where relevant) on the following within the operations tools of Content Hub: projects, project types, workflows, tasks and task types. A user is considered a Power User if they have permission to do one or more of these activities.
“Production Environment” means the live, operational stage where Sitecore software is deployed and utilized by the Customer and its end users. It is the full implementation of the Content Hub product, processing real data and supporting daily business functions.
“Video Indexing (AI Tool)” means a tool used to automatically extract metadata from video assets for use within the content management experience. This is facilitated through AI capability. Usage is measured through blocks of video hours indexed.
“Subscribers” means the number of unique active subscribers (excluding bounced, unsubscribed and archived).
"Permitted Sites" means websites that Customer is authorized (by the website’s owner) to use as the source of web pages, assets, and other intellectual property that may be consumed, delivered, or stored within the Sitecore Products (i.e. excluding any content obtained by crawling or indexing websites without the owner’s authorization).
“SKU count” means the total number of stock-keeping units in the Customer’s inventory.
“Visit” means an instance where an application (e.g. website or any other software application running on a digital device) is presenting, using or otherwise leveraging content, data or functionality originating from (whether accessed directly or indirectly) the SaaS Product to service a single person within a given Time Frame, where a ‘Time Frame’: (A) is deemed to start when a person first interacts with such application or interacts with such application after a previous Time Frame has ended and (B) is deemed to end upon the occurrence of one of the following events: (i) the Time Frame is longer than 1800 minutes; (ii) the person is not interacting with such application for more than 30 minutes, or (ii) such application is closed or terminated.
"Build” is comprised of one or more of the following activities:
“Concurrent Builds” means the number of Experience Manager Cloud builds that can operate at the same time. Each Project can have one active Build and deployment at a time.
“Concurrent Users” means the total number of concurrent Experience Manager Cloud users supported across all Production Environments in Experience Manager Cloud. Each Production Environment supports up to fifty (50) Concurrent Users.
"Non-Production Environments” means the total number of non-production environments available to the customer in the Experience Manager Cloud subscription.
“Production Environments” means the total number of production Experience Manager environments available to the customer in their Experience Manager Cloud subscription.
“Projects” represent a collection of Experience Manager Cloud environments.
“Visit” means an instance where an application (e.g. website or any other software application running on a digital device) is presenting, using or otherwise leveraging content, data or functionality originating from (whether accessed directly or indirectly) the SaaS Product to service a single person within a given Time Frame, where a ‘Time Frame’: (A) is deemed to start when a person first interacts with such application or interacts with such application after a previous Time Frame has ended and (B) is deemed to end upon the occurrence of one of the following events: (i) the Time Frame is longer than 1800 minutes; (ii) the person is not interacting with such application for more than 30 minutes, or (ii) such application is closed or terminated.
“API Call” means any http request to the API / endpoint of the main application (excluding requests made to Satellites), where ‘Satellite’ means an additional location, separate from the central Instance, used to provide optimized upload or download capabilities for additional geographic locations.
“Bandwidth” is defined as data transfer of entities from Sitecore Experience Edge CDN, including any GraphQL query or media file, regardless if the object is cached in the CDN.
“File Storage” is defined as data storage used for the hosting of published entities, such as media files and pre-rendered layout elements, in the Sitecore Experience Edge platform from Sitecore Software.
“Vercel Bandwidth” means the total monthly number of bytes of egress traffic served via Vercel’s edge network, including all static and dynamically generated traffic, and bandwidth generated by background revalidation of assets.
“Vercel Concurrent Builds” mean the total number of deployments that can be built at one time.
“Vercel Monthly Infrastructure Units” means a measure of infrastructure consumption for an Enterprise project, encompassing resources like Fast Data Transfer, Edge Requests, and more. They are part of a flexible usage model for Enterprise customers, with charges based on a periodic commitment to MIUs. If this commitment is exceeded, on-demand charges apply. As per https://vercel.com/docs/sitecore/managed-infrastructure.
“Vercel Remote Caching” means the process that allows you to cache build artifacts in the cloud, reducing build times and costs.
“Vercel Serverless Execution” means the total monthly product of time and bandwidth of serverless function execution for producing dynamically generated traffic, including API routes and revalidation, expressed in GB hours.
“Vercel Team Seats/Developer Seats” means that the total number of members who may manage and interact with projects and deployments in the team’s scope on Vercel, as further described at https://vercel.com/docs/concepts/teams/members.
“Bursting Allowance” means the surge in the number of requests sent by the Customer to Sitecore Search service(s). These requests may significantly exceed the typical or average request. Both parties acknowledge the importance of managing burst requests to prevent service disruptions and ensure compliance with data protection and security regulations. Sustained burst requests may impact service levels and create a disruption in service.
“Documents/Product SKU” mean the total number of distinct content records indexed into Sitecore Search, aggregated over the designation of both production and non-production under the Customers’ subscription.
“Document Updates” means the number of times you can update indexed content in Sitecore Search through incremental updates or crawlers, aggregated over the designation of both Production and Non-Production, under the customer’s subscription.
“Production Environment” means the total number of production Sitecore Search environments available to the Customer in their Sitecore Search subscription. Customers can have one production environment per license, which can consist of any number of sites (within entitlements) which can be queried independently from that singular production license.
“Non-Production Environment” means the total number of non-production environments available to the Customer in the Sitecore Search subscription. Each non-production environment is used for testing, development, and staging and does not follow the service level commitments of Production Environments.
"Permitted Sites" means websites that Customer is authorized (by the website’s owner) to use as the source of web pages, assets, and other intellectual property that may be consumed, delivered, or stored within the Sitecore Products (i.e. excluding any content obtained by crawling or indexing websites without the owner’s authorization).
“Requests” mean the number of APIs initiated by a Customer application to the search and recommendation API, ingestion API, or search and recommendation request made through Sitecore Search SDK. These requests are aggregated over the designation of both production and non-production, under the customer’s subscription. Requests exclude event API calls which are used to personalize search results.
“Annual Bandwidth Limit” means the total amount of data transmitted and metered on the Content Hub CDN (Content Delivery Network) facility.
“Asset Storage” means the physical storage, on disk, of file-based assets in Content Hub such as images, videos, or document files.
“Content Requests” means the requests coming into the Content Hub ONE APIs or any customer-provided caching system to deliver content.
“Production Environment” means the total number of production Content Hub ONE environments available to the Customer in their subscription.
"Total Users" means the total number of users who have access to the Customer’s Content Hub One subscription.
“Connection” means a unique authentication into an instance of an application or a database external to Sitecore. Note: Sitecore products are not counted towards licensed connection counts.
“Connectors” means API-based nodes allowing for the transfer of data between software applications through Sitecore Connect which acts as a bridge.
“Consumption” means the number of Tasks executed. Fair usage policy allows for 3 million Tasks per active Connection per year.
“Recipe” means a set of commands to Sitecore Connect that request Sitecore Connect to carry out certain actions across software applications based on the occurrence of a designated trigger event.
“Task” means a unit of work performed every time a Recipe performs an action (e.g., fetch data from an application by making an API call). A task is counted when a recipe requests data from, or performs an activity in an application. For example, search, create, update, get, upsert actions are counted as tasks, while control functions like If, Error Monitor, Stop, etc. are not counted as tasks.
“Interaction” means a single request sent to Sitecore Stream's Gen AI Functionality from the user's interaction from either the Brand-Aware AI (Brand Kit Management) or Generative Co-Pilot capabilities (Brand, Campaign, Content, Experience, Optimization).
Active Developers: The number of active developers, including agency and external contributors, working on the Arc platform. Larger teams generate higher support demand and operational complexity.
Additional Site Monitor: Additional monitoring probes to track website availability and performance.
Advanced Monitoring: Extended monitoring covering Core Web Vitals metrics.
APIs / API Hosts: An API host represents a single unique API project deployed to support integrations or application logic. APIs are deployed across environments and production regions behind a high availability configuration.
Availability Target: Availability targets define the expected uptime of the Arc platform. For example, 99% availability allows more downtime than 99.9% availability targets. Higher availability targets typically require additional operational monitoring, redundancy and proactive management to ensure the platform continues to operate reliably for end users.
Basic Monitoring: Foundational monitoring included with all support tiers. Covers SSL certificate validity and Time to First Byte (TTFB) response checks.
Bulk Redirect: Bulk redirects allow large numbers of URL redirects to be managed using a CSV file. Redirects are executed at the edge; each unit represents up to 10,000 redirects.
Business Days: Business Days are calculated as any day other than a Saturday or Sunday.
Business Hours: Business Hours are calculated as follows: (i) For Americas, 8am-6pm CST (2pm-12am UTC), (ii) For Europe, 8am-6pm CET (7am-5pm UTC), (iii) For Greater Asia, 6am-6pm MYT (10pm-10am UTC).
Custom Monitoring: Custom synthetic monitoring allowing scripted transactions to proactively detect failures in critical site flows.
DDOS: Arc includes distributed denial of service protection.
DR Test Support: Support for executing a formal disaster recovery validation test of the Arc platform deployment.
Environment: An environment is a fully segregated deployment such as Development, Test or Production. Production is always required. Most organisations operate with three environments: Development, Test and Production.
HA / DR: Defines the resilience architecture used to protect against infrastructure or regional failures.
Head Application: A Head Application is a Next.js front-end codebase. Most implementations use a single Head Application configured for multi-site capability, but some organisations require separate front-end applications for distinct experiences or portals.
Hosting Cost Management: Hosting costs are managed by Dataweavers across all support tiers as part of the Arc managed platform service.
Log Forwarding: Allows Arc logs to be forwarded to supported, customer security monitoring platforms or SIEM tools for analysis and compliance.
Performance Measurement: Time to First Byte (TTFB) is the primary performance metric used across all support tiers to assess platform responsiveness.
Pipeline Extension: Allows integration of customer tooling such as SAST scanners or custom stages into the Arc CI/CD pipeline.
Pipeline SAST Integration: Connecting a customer’s SAST tooling to the DevOps pipeline is supported, where included in the tier.
Pipelines: The code deployment capabilities included in the package, based on Azure DevOps Pipelines.
Platform Availability: Default monitoring and support manages availability of the Arc platform; we react if the underlying platform has issues.
Production Release Cadence: The expected frequency of production deployments the support tier is designed to accommodate. Higher release frequency typically requires additional monitoring and operational support. Some organisations deploy updates occasionally or every few weeks, while others deploy weekly or continuously as part of a DevOps workflow.
Region: A region represents an Azure datacentre location where the application is deployed. Deploying across multiple regions improves resilience and reduces the impact of regional outages.
Service Reviews: Service reviews provide a regular opportunity to review platform performance, incidents, operational metrics and upcoming changes. These sessions help ensure the platform continues to meet business needs and allow planning for improvements, releases or scaling requirements. Depending on the support tier, reviews may occur quarterly, monthly, or fortnightly (i.e. once every 2 weeks) and can include operational insights and recommendations.
SLA Coverage Type: The type of coverage for critical and high priority issues. Business Hours coverage responds during standard working hours only. 24x7 coverage provides round-the-clock response regardless of time or day.
Site Availability (Pro-active): Arc Site Availability monitors actual site delivery experience for end users. Dataweavers will proactively react if your site has outages.
Sites: A site represents a distinct domain hosted within the Arc platform. Each domain requires its own certificate, endpoint configuration and CDN management. Sites are replicated across all environments.
Support Channels: All support tiers include email and ticket-based support as standard communication channels.
Support Engagement Model: Service reviews provide a regular opportunity to review platform performance, incidents, operational metrics and upcoming changes. These sessions help ensure the platform continues to meet business needs and allow planning for improvements, releases or scaling requirements. Depending on the support tier, reviews may occur quarterly or monthly and can include operational insights and recommendations.
Traffic: Traffic represents the total bandwidth delivered via the CDN and edge layer each month.
Zero Trust: Implements zero trust security policies and identity-based access controls for platform access.
“Azure Spend” means the cost, in USD, of all hosting components in Customer’s Production Set or Non-Production Set, as applicable, as calculated and reported by Sitecore’s third party service providers, which is subject to change over time (i.e., certain third party service providers may increase or decrease this cost at their sole discretion).
“Azure Spend Commitment” means the amount of Azure Spend, in USD, over which overages will apply, as further set forth in the Order (and any exhibits thereto).
“Customer Applications” means all software and services that Customer uses or offers to its users that access, use interact with, or depend upon the Hosted Services.
“Disaster Recovery” or “DR” means recovery from an event that results in a significant disruption or loss of availability of the Hosted Services’ primary production environment by using an alternate production environment where:
“Basic DR (Cold Standby)” means recovery from a failure of the default Sitecore topologies (for the Software) by creating a new environment in an alternate location and restoring application data from backups; and
“Managed DR (Hot Standby)” means recovery from a single default Sitecore topology (for the Software) environment by using an alternate environment that is already running and prepared to be promoted to become the replacement using data replication.
“Non-Production Usage” means use of the Hosted Services to support but not perform Production Activities.
“Non-Production Set” means a single mutually exclusive online environment hosting the Software exclusively for Non-Production Usage, which is part of a Non-Production Environment.
“Production Set” means a single mutually exclusive online environment hosting the Software exclusively for Production Activities, which is part of a Production Environment.
“Topology Customizations” (also known as “Hosting Extensions”) means one or more of a series of additional Azure resources that can be used to complement the existing Platform as a Service-based topology pattern (if applicable).
“User” means any user of Customer Applications.
If Customer purchases additional Hosted Services (Cloudflare Enterprise), the following definitions will also apply:
“Cloudflare” means Cloudflare, Inc. involved in the provisions and delivery of the Additional Hosted Services.
“Cloudflare Documentation” means all printed and online user manuals and other technical material relating to the Additional Hosted Services made available by Sitecore, as may be updated from time to time.
“Customer Account Information” means the information Customer provides upon subscribing to the Additional Hosted Services, audit logs, and Customer account settings.
“Customer Information” means, collectively, Customer Account Information, End User Log Files and Customer-specific Aggregations.
“Customer-specific Aggregations” means customer-specific aggregated information derived from the End User Log Files (including, without limitation, usage analytics, bandwidth consumption, availability performance, rules, and settings) which is used to provide the Additional Hosted Services. “End User” means a third-party visitor to the Customer parties’ Internet Properties and/or user of any of the Customer’s services delivered thereon.
“End User Log Files” means the raw logs of End User interactions with Customer (and applicable Affiliates, to the extent included in the Permitted Usage) Internet Properties that Sitecore processes on behalf of Customer (and applicable Affiliates, to the extent included in the Permitted Usage) during the course of providing the Additional Hosted Services.
“Internet Properties” means a website or any internet connected application, including any subdomain thereof.
“Domain” means the combination of a single second-level domain with a single top-level domain, and all subdomains thereunder, as illustrated by e.g., *.company.com, where “*.” represents unlimited subdomains, “company” is the second-level domain, and “.com” is the top-level domain. Domains whose sole purpose is to redirect visitors to a Domain (as defined here) will not count against the total number of authorized Domains. Additionally, domains that allow visitors to access a translated version of content will not count against the total authorized number of Domains. For example, if www.company.au is a direct translation of the site located at www.company.com, www.company.au will not count as an additional Domain, but if www.company.au is both translated and otherwise localized, the domain will count against the total authorized number of Domains.
“Environment” means the Software installed on any number of servers that all point back to a single instance of Sitecore’s main content database.
“Non-Production Environment” means an Environment used to support but not perform Production Activities.
“Production Activities” means the creation, authoring, publishing and/or delivery of digital content to a website, email, mobile visitor or service, including separate commerce, email and/or print capabilities if purchased, and the processing and reporting of Visits for use in xDB.
“Production Environment” means an Environment used to perform Production Activities.
“User” means each individual person concurrently logged into the user interfaces of any installation(s) of the Software for purposes of editing content, site administration, development, testing or such similar actions.
“Visit” means an instance where an application (e.g. website or any other software application running on a digital device) is presenting, using or otherwise leveraging content, data or functionality originating from (whether accessed directly or indirectly) the Software to service a single person within a given Time Frame, where a ‘Time Frame’: (A) is deemed to start when a person first interacts with such application or interacts with such application after a previous Time Frame has ended, and (B) is deemed to end upon the occurrence of one of the following events: (i) the Time Frame is longer than 1800 minutes; (ii) the person is not interacting with such application for more than 30 minutes, or (iii) such application is closed or terminated.
