Sitecore Advantage

The purpose of Sitecore Advantage is to give Customer access to Sitecore advice, learning, and guidance on best practice use of the Sitecore Products to which Customer has an active subscription under an Order (“Sitecore Advantage”). The Order states which Sitecore Advantage Tier applies to Customer.

Unless otherwise defined herein, capitalised terms have the meaning given in the Order between the Sitecore entity (“Sitecore”) and the Customer entity signing the Order (“Customer”).

DEFINITIONS

The definitions below apply exclusively to Sitecore Advantage:

• “Sitecore Team” means the Sitecore Personnel, contractors, sub-contractors or outsourcers who deliver Sitecore Advantage who may be solution architects and technical consultants.
• “Sitecore Advantage App” means the Sitecore application published in the Sitecore Marketplace that Customer may install in its SitecoreAI organisation through the Sitecore Cloud Portal. Through the Sitecore Advantage App, Customer's authorised users access the Sitecore Advantage digital journey portal and interact with Sitecore in connection with Sitecore Advantage.
• “Advisory Hours” means hours of scoped Advisory Work by Sitecore Team members.
• “Advisory Period” means each six-month period commencing on the Order Effective Date and each successive six-month period thereafter.
• “Advisory Work” means the Consulting Services that will be delivered to Customer by Sitecore in connection with Sitecore Advantage.
• “Sitecore Advantage Tier” means either Sitecore Advantage Signature, Sitecore Advantage Select or Sitecore Advantage Essentials, to which Customer has subscribed under an Order.

1. ADVISORY HOURS

What are Advisory Hours?

The purpose of Advisory Hours is to give Customer access to the Sitecore Team who help Customer realise value from the Sitecore Products to which Customer has an active subscription under an Order. Customer may request a Sitecore Team member with expertise in a relevant product or topic to build a deeper understanding of Customer's context and provide consultancy on recommended product use, and Sitecore will provide that Sitecore Team member based on availability. The number of Advisory Hours for each Advisory Period is set out in the Order. Each hour that a Sitecore Team member spends performing agreed Advisory Work uses one Advisory Hour.

How does Customer request Advisory Work?

Customer requests Advisory Work through its Sitecore Advantage contact. Customer and Sitecore define the context, intended outcome, deliverable, required expertise, and estimated Advisory Hours. Sitecore then identifies and assigns a suitable Sitecore Team member. Sitecore aims to complete the assignment promptly, but the timing depends on Customer's context, needs, and the availability of the required expertise.

Once assigned, the Sitecore Team member works with Customer and, if Customer wishes, its implementation partner on the agreed work. The Sitecore Team member's job title may vary according to the expertise required. The Sitecore Team member may engage other Sitecore Team members for periods, and the Sitecore Team members’ time is deductible from Advisory Hours. If Customer's needs change, Sitecore may assign a different Sitecore Team member with different expertise. Sitecore manages and coordinates the Advisory Work.

What is the working model?

Advisory Hours are used for scoped consultancy work related to Sitecore Products to which Customer has an active subscription under an Order. Each piece of Advisory Work may have an agreed outcome, deliverable, and estimate of hours. Customer can work with the assigned Sitecore Team member during normal business hours through scheduled meetings, calls, screen shares, email, and agreed collaboration tools. The schedule depends on the scope and the Advisory Hours Customer chooses to use. Advisory Hours are not for generic meetings, and Sitecore does not provide a recurring meeting cadence. If agreed work requires more than one Sitecore Team member, Sitecore may nominate a Sitecore Team member to coordinate it. Any time that Sitecore Team member spends coordinating the Advisory Work shall be deductible Advisory Hours from Customer’s entitlement.

What work may Advisory Hours cover?

Advisory Work may cover product, technical and optimisation topics relating to the Sitecore Products to which Customer has an active subscription under an Order. Sitecore and Customer shall agree the specific topic and output before work starts. Example topics and activities are described below:

Typical topics.

• Sitecore Product usage, recommended practice, use-case choices, and relevant product features or updates.
• Architecture, design decisions, development questions, solution health, performance, and optimisation.

Typical activities.

• Joining Customer calls to provide agreed expertise.
• Running focused sessions on Sitecore Product usage, architecture, planning, optimisation, or operating models.
• Reviewing architecture, designs, code, configuration, logs, reports, or test results and giving advice.
• Bringing relevant product updates to Customer's attention.

Excluded activities.

Advisory Hours are for advice and guidance, not hands-on delivery. Sitecore Team members do not write, change, deploy, or maintain code or configuration in Customer's environment. Advisory Hours do not include migration, upgrade, implementation, build, go-live delivery, managed services, or work on third-party products.

Counting hours.

Sitecore will count no more than eight (8) Advisory Hours per day of each Sitecore Team member engaged in Advisory Work, unless the parties agree otherwise in writing. Sitecore counts Advisory Hours in 60-minute increments. Time that Sitecore Team members spend working with Customer onsite uses Advisory Hours. A Sitecore Team member’s travel time to or from an agreed onsite visit does not use Advisory Hours.

A Sitecore Advantage contact's time, including travel and onsite time, is included in Sitecore Advantage and does not use Advisory Hours. Time spent performing agreed Advisory Work uses Advisory Hours.

Onsite work is subject to the written per-trip agreement described in the Location section.

Expiration and consumption.

Advisory Hours are allocated in half-yearly Advisory Periods. The first Advisory Period starts on the Order Effective Date and ends six months later. Each subsequent Advisory Period starts immediately after the previous Advisory Period ends and lasts six months, unless the Order states otherwise. Any Advisory Hours that Customer does not use within an Advisory Period expire at the end of that Advisory Period and do not carry forward. Sitecore is under no obligation to deliver any work for expired Advisory Hours, and any fees or applicable expenses remain payable.

2. LEARNING SEATS

What is a Learning Seat?

A “Learning Seat” gives one identified Customer user 24 x 7 access to the eLearning course catalogue made available for Sitecore Advantage on the Sitecore Learning platform. Learning Seats are separate from Advisory Hours. Activating or using a Learning Seat does not use Advisory Hours. The number of Learning Seats included for Customers is set out in the Order. A Learning Seat does not include instructor-led training, a certification exam, or an exam voucher unless the Order expressly states otherwise.

Assigning a Learning Seat.

Customer identifies the user for each Learning Seat (an “Identified User”). Each Identified User must create a Sitecore account on the Sitecore Learning platform using their business email address. Sitecore provides the access instructions or code promptly after Customer assigns the Learning Seat to an Identified User. Access begins when Sitecore activates the Learning Seat. Access is personal to the Identified User and may not be shared.

Replacing an identified user.

Customer may ask Sitecore to assign an unused Learning Seat to a replacement user if the original Identified User leaves Customer or changes role. The replacement user becomes an Identified User. Sitecore may require Customer to confirm that the original entitlement has not been used. A Learning Seat that has been activated or used may not be transferred unless Sitecore agrees otherwise in writing.

Access period.

Each Learning Seat provides access for the period stated in the Order, which will be at least one year from activation. If Customer renews Sitecore Advantage, each Learning Seat renews for the renewal term stated in the applicable Order. Access ends when the applicable period expires or the Sitecore Advantage term ends, unless the Order states otherwise.

Use of the Sitecore Learning platform.

Use of the Sitecore Learning platform and its eLearning courses is governed by the terms presented to the Identified User at registration or access. Customer is responsible for ensuring that each Identified User meets any technical qualifications, prerequisites, or preparation requirements stated in the description of the eLearning course they select.

Recordings and materials.

Learning content and materials are for the Identified User's personal learning use. Customer and its users may not record, copy, edit, reproduce, broadcast, distribute, publish, or otherwise make the content or materials available to another person or third party, except where Sitecore agrees in writing or where recording is required to provide equitable access to a user with a disability.

Assigning or activating a Learning Seat does not use Advisory Hours. A Learning Seat has no monetary value and may not be exchanged for Advisory Hours, another Sitecore Advantage entitlement, or a refund.

3. DIGITAL JOURNEY

Customer can access Sitecore's digital journey portal which may include on-demand content and digital interactions with Sitecore. Availability of and access to the portal are dependent on the Customer having an active Sitecore Advantage subscription. Customer may use these materials inside its own organisation. Customer may not record, redistribute, or publish them without Sitecore's written agreement.

4. PREMIUM SUPPORT

Support for the Sitecore Products is governed by the support level stated in the Order and the Sitecore Support Program terms. Customer must raise product incidents, bugs, outages, and broken functionality through the applicable support channel. Support work does not use Advisory Hours.

5. LOCATION

Sitecore Advantage is delivered remotely. Onsite visits take place only when Customer and Sitecore agree to them in writing for each trip, including the scope, location, dates, and travel budget. Sitecore Advantage fees do not include travel, accommodation, or subsistence expenses. Sitecore books economy flights and a reasonable 4-star business hotel and invoices Customer monthly for the previous month's agreed and approved travel expenses. All other Sitecore Advantage Work is delivered remotely. Section 1 explains how onsite work and travel time count against Advisory Hours.

6. SCHEDULING

Customer and Sitecore agree the scheduling details. Sitecore chooses suitably qualified and experienced Sitecore Team members at its sole discretion and works with the Customer resources assigned to Sitecore Advantage.

7. CUSTOMER RESPONSIBILITIES

Sitecore Advantage depends on Customer doing the following:

• Naming the people who will work with Sitecore on Sitecore Advantage and making them available when scheduled.
• Giving Sitecore the access, information, and collaboration tools it reasonably needs.
• Responding to Sitecore's requests and giving approvals in a timely manner.
• Remaining responsible for its own implementation, training, and change management.

Sitecore is not responsible for delay or reduced delivery that results from Customer not doing so. Changes to scheduled Advisory Work must be requested and agreed by Sitecore at least two weeks before it starts.

v1.0 (November 2026)