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 Consulting Services between the Sitecore entity (Sitecore) and the customer (Customer) signing such Order.
1. Scope
The Content Hub Navigator package (“CHN Package”) aims to improve our Customer’s experience when implementing Sitecore’s Content Hub product. It consists of 3 parts:
1. Discovery & Planning
In this phase, a Sitecore Consultant will engage with the Customer’s team to run the following workshops and activities to prepare the Customer for their implementation of Content Hub:
Customer and Customer’s Implementation Partner will make necessary resources available to provide information relevant to the implementation.
2. Advisory and Assurance Services
Following full completion of the Pre-development phase, Sitecore will provide technical consulting and workshops as needed and within the hours allotted and purchased by Customer. This part of the CHN Package is designed to help the Customer and Customer’s Implementation Partner to better perform the Content Hub implementation (“Advisory Services”). Workshops may include:
Over the course of the implementation (and subject to the hours allotted and purchased by Customer ), Customer may use Advisory Services for the following topics:
Once Customer’s implementation of Content Hub has been completed but before Go Live, Sitecore will perform a Content Hub solution review (“Review”) . This activity reviews Customer’s Content Hub implementation based on information provided by the Customer . A Sitecore consultant will complete a deep-dive analysis of Customer’s implementation across the solution, performance configuration, and security configuration and provide a report with the findings of the review. Sitecore will provide a Red / Amber / Green (RAG) rating for the overall implementation. If the rating is Red or Amber, Sitecore will provide detailed feedback to Customer on the reason for the Red or Amber rating. A Red rating indicates that Sitecore strongly recommends, based solely on the information provided, that Customer not progress with the Go Live while the cause(s) of the Red rating persists. An Amber rating indicates that Sitecore, based solely on the information provided, recommends resolving any outstanding causes of the Amber rating, but Customer does not necessarily need to stop the migration from proceeding if they choose to do so based on their sole discretion.
The RAG rating and any resulting recommendations from Sitecore are based solely on the information available to Sitecore at the time of the Review and Customer should not rely solely on the Implementation Review Report or rating provided by Sitecore. Customer understands and agrees these are only recommendations based on information provided by Customer and Customer is in the best position based on its systems, processes, internal information and experience or other factors in its sole control to make the final determination on whether or when to Go Live.
3. Early Live Support
Customers who achieve an overall Green or Amber rating on the Review above will be granted early live support, where issues logged with Sitecore through the Sitecore Support Portal will be upgraded to a P2 severity level or higher for a single period of 30 days (“Early Live Support”). The Customer must request the start date of their preferred Early Live Support period by informing Sitecore a minimum of 5 working days before the expected start date.
Package Sizes
The Package comes in 2 sizes. The scope is as described above, with the following variations depending on the Package size:
Content Hub Navigator (DAM – Assets only) package – this Package is for customers who plan to use Content Hub DAM functionality only. The scope is as described above, with 70 Advisory Services hours.
Content Hub Navigator package – this Package is for customers who plan to use all Content Hub functionality. The scope is as described above, with 106 Advisory Services hours.
2. General
The Advisory 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 Advisory Services will be performed based on a delivery schedule agreed upon between the parties after the Order is signed by both 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.
The Advisory Services must be consumed within 12 months of the Effective Date (the “Expiry Date”), after which any remaining unused Advisory Services will otherwise expire. Sitecore is under no obligation to deliver any unused pre-paid Advisory Services after the Expiry Date and any outstanding fees or applicable expenses will remain payable.
The fees for the Advisory 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 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 Advisory Services will be performed remotely.
Any produced code and Sitecore configuration performed by Sitecore while delivering the Advisory Services will be solely for reference and guidance. Customer should perform proper testing in its environment when using any of the work delivered by Sitecore.