Expert Q&A
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 Sitecore360 Expert Q&A component provides access to the Sitecore Customer Support team to provide guidance and answer questions on topics related to the implementation of the Customer’s Sitecore product. The Expert Q&A Package is designed to complement partner and/or Customer internal development teams focused on Sitecore products and provide 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 or post-development use of Sitecore products.
2. Scope
The Expert Q&A Package is provided through access to Sitecore’s Customer Support team via:
- An online portal (the details of which will be provided to Customer on or immediately after the Order Effective Date). The Expert Q&A Package allows Customer and, should Customer explicitly approve their access to the online portal, partners to collaborate with Sitecore on challenges and requirements which are unique to Customer’s project implementation. The portal can be used to pose questions and request guidance on topics such as:
- implementation advice or how-to’s, such as best practice recommendations, installation assistance, data migration, product upgrades, review or creation of sample custom code or product configuration.
- administration or optimization of customer environments, deployment scenarios, archiving, backup, and recovery.
- the design, configuration, or customization of applications built using Sitecore products.
- Sitecore product integration capabilities with third-party software.
- Assistance to non-certified users/developers for Sitecore products that otherwise requires certification for support access.
The online portal allows for documentation of questions and responses, acknowledgement of receipt, routing based on topics, and retention of prior interaction outcomes.
- Phone calls – if appropriate, the Sitecore Customer Support team may suggest discussing any particular Expert Q&A ticket via a phone call which will be pre-arranged through the online portal.
Each Sitecore360 package has a specific number of Credits as set out in the Order form. Customer can choose to spend their Credits on the Expert Q&A component. Each hour that the Sitecore Customer Support team spends working on Expert Q&A Services for a customer uses 0.5 Credits.
3. General
Sitecore360 Credits must be consumed on a semi-annual basis, with the first half year period starting on the Order Effective Date and ending 6 months thereafter. The semi-annual allowance is detailed in the Order form.
Any Sitecore360 Credits not consumed within a given half year period will expire. Sitecore is under no obligation to deliver any unused Sitecore360 Credits after expiry and any outstanding fees or applicable expenses will remain payable. Sitecore shall provide monthly consumption reporting.
If Customer exceeds the number of Sitecore360 Credits in a given half year period, each additional Service360 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.
The Expert Q&A component is not intended for general product support or critical production support. Production and/or urgent issues should be raised under Customer’s Sitecore Support Program (“SSP”). The Expert Q&A component exists independently of and cannot replace, accelerate, or enhance the SSP. The Sitecore Support team assumes the Customer and/or their implementation team have working access to the SSP. The Expert Q&A component complements the SSP in that the Customer Support team can review and advise about custom implementation approaches in a way that falls outside the scope of the SSP. Target Response Times for the Expert Q&A component queries correspond to Target Response Times for SSP (KB0583182).
The Expert Q&A component is an advisory service and cannot provide direct hands-on-keyboard implementation work. Any code produced by Sitecore while delivering the Expert Q&A will be exclusively for reference and guidance and Sitecore shall retain 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 advice provided by Sitecore.
Sitecore cannot provide advice with respect to products and services outside the Sitecore products and services line.
All interactions must be in English or Japanese.
All work is performed remotely.
v1.0 (July 2024)