Expert Services Packages

Additional Resources

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 Expert Services Packages (each an “EXS Package”) provide access to the Sitecore Consulting Services team to provide guidance and answer questions on topics related to the implementation of Customer’s Sitecore product. The EXS Package is designed to complement partner and/or Customer internal development teams focused on Sitecore products and provides 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

There are 4 EXS Packages available – enterprise, platinum, gold, and silver – with the Services to be delivered on an annually recurring basis. The specific package which will be delivered to Customer is set out in the Order for Services. The EXS Package is provided through access to Sitecore’s Services team via:

  1. 1. an online portal (the details of which will be provided to Customer on or immediately after the Order Effective Date). The EXS Package allows Customers and, should Customer choose to give them access to the online portal, partners to collaborate with Sitecore on challenges and requirements which are unique to a Customer’s project implementation. The portal can be used to pose questions and request guidance on implementation architecture, workflow, best practices, and troubleshooting. This may include topics such as:
    • Implementation details
    • Installation and configuration
    • DevOps and SDLC
    • Integrations
    • Architectural decisions
    • Upgrade considerations
    • Product how-tos

    The online portal allows for documentation of questions and responses, acknowledgement of receipt, routing based on topics, and retention of prior interaction outcomes.

  2. 2. a Customer Success Manager (CSM) engagement. The CSM engagement follows the below work model:
    • Customer has direct access to their assigned CSM during normal business hours.
    • Customer can communicate with the CSM via:
      • regular scheduled meetings (cadence will depend on the number of Credits the customer wishes to spend on the CSM component).
      • Calls and screen shares on common topics, scheduled in advance.
      • Email.
      • Collaboration environments or tools on an ad hoc basis.
    • Typical activities that the Sitecore CSM can help with include:
      • Acting as the main point of contact for all aspects of the Sitecore360 engagement.
      • Conducting onboarding sessions to inform the customer about their Sitecore360 engagement and orient the customer towards valuable resources.
      • Working with the customer to develop a success plan.
      • Running Quarterly Business Reviews where progress of the success plan is discussed and changes to the success plan are agreed.
      • Providing the customer with advice on feature adoption.
      • Providing the customer with product usage guidance.
      • Providing the customer with value realization guidance.
      • Contributing to planning of customer initiatives.
      • Bringing information to the Customer team’s attention (product releases, security bulletins, updates, etc.).
      • Collaborating with Sitecore’s Product Support and Escalation Teams to help clarify and refine support tickets, escalate support tickets, and assist towards issue resolution.

    Each EXS Package has a different monthly usage allocation as set out below:

Package

Expert Services Monthly Usage

Silver

Up to 10 hours per month

Gold

Up to 22 hours per month

Platinum

Up to 45 hours per month

Enterprise & Sitecore360

Specific hours per month to be set out in the Order for Services

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 called out in the Order for Services.

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

The EXS Package is an advisory service and cannot provide direct hands-on-keyboard implementation work. Any code produced by Sitecore while delivering the Services will be for reference and guidance and Sitecore solely retains any and all ownership interest in the code. Customer should perform 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.

All work is performed remotely.

v1.5 (July 2024)