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 XM Cloud Navigator package aims to improve Customer experience when implementing Sitecore’s XM Cloud product. It consists of 3 parts:
1. Discovery and 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:
Customer or Customer’s Implementation Partner will make necessary resources available to provide information relevant to the implementation.
2. Advisory and Assurance Services
On completion of the workshops and activities in the Pre-development phase, Sitecore will provide technical consulting and workshops as needed and within the hours allotted and purchased to help Customer and Customer’s Implementation Partner to perform the XM Cloud implementation. Workshops may include:
Over the course of the implementation (and subject to the hours limitations set forth in this document), Customer may use Advisory Services for the following topics:
Once Customer’s implementation of XM Cloud has been completed but before Go Live, Sitecore will perform an XM Cloud Implementation Review . This activity thoroughly reviews your Sitecore website. 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 not progressing with the Go Live while the cause of the Red rating persists. An Amber rating indicates that Sitecore recommends resolving any outstanding causes of the Amber rating, but the outstanding issue(s) should not necessarily stop the migration from proceeding. The foregoing is 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 XM Cloud Implementation 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. The Customer must specify the start date of their preferred Early Live Support period by informing Sitecore a minimum of 5 working days before the start date.
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 agreed upon between the parties after the Order is signed. 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 Services must be consumed within 12 months of the Effective Date (the “Expiry Date”), after which any remaining unused Services will otherwise expire. Sitecore is under no obligation to deliver any unused pre-paid Services after the Expiry Date 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 solely for reference and guidance. Customer should perform proper testing in its environment when using any of the work delivered by Sitecore.