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. Scope
There are 3 Boxcare packages available: platinum, gold, and silver, with Services to be delivered on an annually recurring basis. The specific package which will be delivered to Customer is set out in the Order.
What is Boxcare?
Sitecore’s Boxcare packages provide a structured framework for personalization planning, delivery, and optimization through access to consulting resources as follows:
What is the difference between the platinum, gold, and silver packages?
Each Boxcare package has a different number of Services hours with a different set of key activities. The key activities indicate what will be performed with the Services hours. While the key activities set out below are standard to each package, the exact scope of the Services may be adjusted during the performance of the Services subject to agreement between the parties. On or after the Order Effective Date, Customer will nominate a single primary contact to work with Sitecore in the performance of the Services, and will notify Sitecore with respect to any changes to that primary contact. All Services will be delivered remotely unless otherwise set out in the Order for Services.
| Silver | Gold | Platinum |
| 450 hours per year (112.5 hours per quarter) |
900 hours per year (225 hours per quarter) |
1800 hours per year (450 hours per quarter) |
Key Activities included in annual hours allowance:
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Key Activities included in annual hours allowance:
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Key Activities included in annual hours allowance:
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Business Consultancy Activities
The activities available are:
Assumptions
Insight Reports Monthly Review
The monthly insight reports contain visual representations of key statistics in your data. Each month your Sitecore Consultant will review the reports and present their learnings to you.
There are 4 report packs available:
The specific content of the report may differ depending on the Customer industry and the data being captured from the Customer’s channels.
Deliverables:
Assumptions:
2. 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.
The Services will be performed based on a delivery schedule to be agreed upon between the parties. Changes to the scheduling of activities must be requested no less than two weeks prior to the first day of the scheduled performance of the activity. If scheduling changes are requested less than two weeks prior to the first day of the scheduled performance of the activity, Sitecore reserves the right to deduct (i) any Services hours already used in preparation for the activity and (ii) the Services hours that would have been used for the activity had the Customer not rescheduled.
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 indicated in the relevant Boxcare package description above. Sitecore will work with Customer to schedule Workshops, review calls, and any other activities requiring a large number of hours to minimize the likelihood of Customer (i) not using all allocated Services hours or (ii) exceeding the number of allocated Services hours during a given quarter.
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 fees for the Services do not include any travel, accommodation and subsistence expenses for onsite visits. Where onsite visits are contemplated in the Order, 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 cheapest 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 at the Customer’s locations. The remainder of the Services will be performed remotely.
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 work delivered by Sitecore.
v1.3 (February 2022)