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.
What is the Search Services Bundle?
The Search Services Bundle is designed for Sitecore Search Customers who want product usage guidance and period technical checks for their Search product. The package provides:
There are 3 bundle sizes available with activities to be delivered on an annually recurring basis. The specific package which will be delivered to the Customer is set forth in the Order. The activities provided in each bundle size are detailed in the table below:
|
Activities |
Small |
Medium |
Large |
|
Business Reviews per year |
1 |
2 |
4 |
|
Technical Checks per year |
1 |
2 |
4 |
|
Business User Support calls per year |
12 |
24 |
48 |
What is the working model of the Search Services Bundle?
Each Customer will be assigned a CSM to work with them over the course of the package. The CSM is an expert user of the Search Product and engages with the Customer team to 1) become familiar with the Customer’s context and business goals 2) provide product usage guidance 3) engage the Technical Consultant for periodic reviews 4) organize and run Business Reviews with senior stakeholders. The engagement is primarily through a call cadence established with the Customer team at kick off, although the CSM can be contacted via email to plan the agenda for upcoming calls or for help with minor issues. The customer must request the scheduling of Technical Checks from the CSM. These Technical Checks are preferably executed prior to a Business Review, with the findings of the Technical Checks feeding into the Business Review.
The number of activities available per year must be consumed within a given year and cannot be carried over to the next year, with the first year starting on the Order Effective Date and ending 12 months thereafter. The yearly allowance is indicated in the relevant Search Services Bundle description above. Sitecore will work with Customer to schedule activities to minimize the likelihood of Customer (i) not using all allocated activities; or (ii) exceeding the number of allocated activities during a given year.
Any activities not consumed within a given year 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.
The fees for the 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 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.