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 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 Consulting Services team via an online portal (the details of which will be provided to Customer on or immediately after the Order Effective Date) for questions and guidance on implementation architecture, workflow, best practices, and troubleshooting. This may include topics such as:
The online portal allows for documentation of questions and responses, acknowledgement of receipt, routing based on topics, and retention of prior interaction outcomes. 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.
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 |
Specific hours per month to be set out in the Order for Services |
3. General
Monthly consumption: Services hours are pre-paid annually and consumed monthly, with the first month starting on the Order Effective Date and ending 1 month thereafter. Any Services hours not consumed within a given month will expire. Sitecore is under no obligation to deliver any unused pre-paid Services after expiry and any fees or applicable expenses will remain payable. If Customer exceeds the number of Services hours in a given month, 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 month. Sitecore shall provide monthly consumption reporting.
15-minute increments: Hours consumed are counted in 15-minute increments, and 8 hours is the maximum number of hours to be used in a day unless otherwise agreed between the parties.
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 interactions occur primarily through the online portal. Sitecore will propose and mutually agree with Customer about calls or screen shares when appropriate based on the conversation in online portal messages. All interactions should be related to Sitecore projects the purchaser of the EXS Package is engaged in.
The EXS Package is an advisory service and cannot provide direct hands-on-keyboard implementation work. Any produced code and Sitecore configuration performed by Sitecore while delivering the Services will be for reference and guidance. 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.
v1.0 (July 2021)