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
There are 3 Premier Catalyst packages available: small, medium, and large, 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 Premier Catalyst?
The Premier Catalyst package(s) is designed for customers who want to have a collaborative engagement with Sitecore’s implementation professionals to help them develop their immediate and long-term technical capabilities. The Sitecore Services team will attach directly to a customer’s implementation and/or maintenance team. The package(s) are designed to take into account a customer's changing needs over time and adapt activities and team members accordingly. As Sitecore develops and acquires new capabilities, the Sitecore Services team can help a customer understand the opportunities such capabilities present and help adoption of those capabilities. All Sitecore Services roles are accessible in these package(s) as needed.
What is the difference between the small, medium, and large packages?
Each Premier Catalyst package has a different number of Services hours allocated per quarter. The key activities, (as set out below), indicate what will be performed with the Services hours:
|
Small |
Medium |
Large |
Custom |
|
240 hours per year |
480 hours per year |
960 hours per year |
Number of hours as defined in the Order |
2. Scope
Key Activities:
Customers have different needs and those needs change over a Customer’s lifecycle. Sitecore can provide consulting on the following topics as per the needs of the Customer:
A Services Client Manager will be assigned to the Customer to help select and schedule work on topics that best suits the Customer, within the hourly allowance of the purchased Premier Catalyst package, as set forth in the Order for Services.
Customers may choose to allow Solution Partners to participate in scheduled activities and otherwise collaborate with Sitecore on topics and requirements which are unique to a Customer’s project implementation.
Assumptions
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 indicated in the relevant Premier Catalyst 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.
The Services are not intended for general product support or critical production support. No service level agreement is associated with the Services provided under the Premier Catalyst package. Production and/or urgent issues should be raised under Customer’s Sitecore Support Program (“SSP”). The Premier Catalyst package exists independently of and cannot replace, accelerate, or enhance the SSP. The Consulting Services team assume the Customer and/or their implementation partner have working access to the SSP. The Premier Catalyst package complements the SSP. The Consulting Services team can review and advise about business optimization approaches in a way that falls outside the scope of the SSP.
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.
Sitecore cannot provide advice with respect to products and services outside the Sitecore Products and services line.
v1.0 (May 2022)