Advisory Services
Unless otherwise defined in this document, all capitalized terms used herein shall have the same meaning as that given in the Order including Consulting Services between the Sitecore entity (“Sitecore”) and the Customer entity signing such Order (“Customer”).
1. Scope
What is the Advisory Services component of Sitecore360?
The purpose of Advisory Services is to assign a named consultant to help Customer realize value from their portfolio of Sitecore products and solutions using Sitecore.
Customer can request a Sitecore consultant to work with them to build a deeper understanding of the customer context. Customer makes the request by submitting a ticket in a portal. A suitable consultant is identified and assigned. Sitecore aims to complete this assignment process promptly, but depending on the specific context and need of the Customer, this may take up to two weeks. Once a Sitecore consultant is assigned, they work closely with Customer and the Customer team. The Sitecore consultant establishes a regular meeting cadence with the Customer (and partner if Customer wishes). The Sitecore consultant is an expert in a product or set of products that Customer requests assistance with and provides consultancy on best practice product usage.
Depending on Customer’s desired expertise, the job title of the Sitecore consultant(s) will vary. A Sitecore consultant can engage other experts in specific areas for short periods to help on specific topics, or in the case of a named consultant, a different named consultant with a different expertise can be assigned on request if Customer’s needs change. Work will be managed and orchestrated by the Sitecore consultant.
Each Sitecore360 package has a specific number of Credits as set out in the Order form. Customers can choose to spend their Credits on the Advisory Services component. Each hour that a Sitecore consultant spends working on an engagement with Customer uses 1 Credit.
What is the working model of the Advisory Services component?
The Advisory Services engagement follows the below work model:
- Customer has direct access to their assigned Sitecore consultant during normal business hours.
- Customer can communicate with the Sitecore consultant via:
- regular scheduled meetings (cadence will depend on the number of Credits the customer wishes to spend on the Advisory Services component).
- Calls and screen shares on common topics, scheduled in advance.
- Email.
- Collaboration environments or tools on an ad hoc basis.
- Customer may have access to additional Sitecore consultants upon request, where the additional Sitecore consultants have expertise outside of the named Sitecore consultant’s primary knowledge area, as scheduled in advance. Each hour that an additional Sitecore consultant spends working on an engagement with Customer uses 1 Credit.
- If the engagement necessitates more than one named Sitecore consultant, a Client Manager will be assigned to coordinate the engagement. Each hour that Client Manager spends working on an engagement with Customer uses 1 Credit.
What topics are in scope of the Advisory Services component?
Typical topics that the consultant can help with may include:
- Product topics
- Which use cases to work on next (business case, variations specific to Customer).
- Progress on value realization.
- Best practices and insights on product usage.
- New feature requests and needs.
- Periodic capability reviews with Customer to align with Customer’s technology roadmap.
- Technical topics
- Status of initiatives, projects, and use cases in progress (issues, design decisions, usage decisions, technical questions, help on support cases).
- Technical topics related to Sitecore products.
- Open questions or help with decisions on current development activities.
- Ideas for improvement in current project activities.
- Architectural guidance at the product level.
- Sitecore recommended practice discussions.
- Optimization topics - for applicable products
- Weekly performance discussions – what worked, what didn’t, and why.
- Tuning discussions – ideas and suggestions for tests, tweaks, and investigation.
- Marketing calendar reviews – in-flight campaigns, upcoming campaigns, atypical needs, atypical timing.
The Sitecore consultant may take part in or facilitate Customer's business reviews to discuss topics such as:
- Overall progress on value realization.
- Details of initiatives and achievements since the last business review.
- A customer's high-level goals and how to achieve them.
- Current perceived challenges and actions needed to address them.
- New features and updates that may benefit the Customer.
- Notable incidents, support tickets, or use cases.
What activities are in scope of the Advisory Services component?
Typical activities that the Sitecore consultant can help with may include:
- Joining Customer calls to provide expertise as needed.
- Conducting deep dive sessions on product usage best practices.
- Providing architectural guidance.
- Contributing to planning of customer initiatives.
- Assisting with designing A/B tests and interpreting the results.
- Interpreting and presenting data and reports.
- Facilitating ideation, art of the possible, and operating model workshops with Customer team.
- Bringing information to the Customer team’s attention (product releases, security bulletins, updates, etc.).
- Investigating technical topics, overall solution health, and otherwise providing technical consulting through screen shares, log file inspection, code reviews, and other appropriate means.
- Collaborating with Sitecore’s Product Support and Escalation Teams to help clarify and refine support tickets, escalate support tickets, and resolve support issues.
2. General
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 component unless otherwise agreed between the parties. The hours consumed will be counted in time increments of 60 minutes.
Semi-annual consumption: Sitecore360 Credits are consumed semi-annually, with the first half year starting on the Order Effective Date and ending 6 months thereafter. Any Sitecore360 Credits not consumed within a given half year will expire. Sitecore is under no obligation to deliver any work related to unused Sitecore360 Credits after expiry and any fees or applicable expenses will remain payable. If Customer exceeds the number of Sitecore360 Credits in a given half year period each additional Sitecore360 Credit will be charged based on Sitecore’s then-current Sitecore360 Credits price, and will be invoiced by Sitecore at the end of such period. Sitecore shall provide monthly consumption reporting.
Any code produced by Sitecore while delivering the Services will be exclusively for reference and guidance and Sitecore retains sole and exclusive ownership of the code. Customer should perform, and is solely responsible for, proper testing in its environment when using any of the work delivered by Sitecore.
3. Location
For this engagement, Services will be performed remotely. Customer will ensure appropriate level of access and collaboration tools to enable remote assessment and Services.
The fees for the Services do not include any travel, accommodation, and subsistence expenses for onsite visits. Any 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 reasonable 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 to the Customer’s locations. The remainder of the Services will be performed remotely.
4. Scheduling
The scheduling details of this engagement must be agreed upon between the parties. The Services will be conducted by suitably qualified and experienced Sitecore consultants in close cooperation with the assigned Customer resources. Sitecore chooses, at its sole discretion, suitable consultants.
v1.0 (July 2024)