Support Advisory Services Terms and Conditions

• The Support Advisory Service is advisory only and does not replace Sitecore’s 24x7 Premium Support Program
• No direct access to Sitecore’s backend infrastructure, environment configurations, or code-level debugging is provided.
• Customer remains responsible for implementing any recommendations made under the Support Advisory Service.
• The Sitecore Support Advisor will not be providing technical details i.e. coding, development or customization.

The term of the Support Advisory Service shall be twelve (12) months (the “Term”), commencing on the effective date of the applicable Order Form through which the services are purchased (the “Advisory Services Effective Date”). The Customer must be enrolled in an active Premium Support Program as of the Advisory Services Effective Date. Upon expiration of the Term, the Advisory Service shall terminate.The Support Advisory Service will be delivered either onsite or remote. The actual delivery location will be made by mutual agreement between Sitecore and Customer. Any changes to the Advisory Locations are made at the sole discretion of Sitecore.

Support Advisory Services are provided during the standard working week in the time zone of the Advisory Locations where the Advisory Services are scheduled to occur. The Advisory Services available to Customer will vary depending on the availability of Sitecore personnel who can deliver the type of service requested and at the locations agreed. The Customer accepts that, at Sitecore’s discretion, some Advisory Services may not be available, for instance due to the Advisory Locations or availability of resources. Sitecore may use a variety of personnel in performing the Advisory Services and Customer will not have a dedicated resource.

The fees in the Agreement for the Support Advisory Services may not include travel and travel related expenses to the Advisory Locations.

Support Advisory Services are not available in all languages or in all Advisory Locations.

Customer’s requests to renew the Support Advisory Services for an additional term must be received no less than 90 days prior to the Service End Date.

The Support Advisory Services cannot be cancelled once purchased. If Customer does not use the Support Advisory Services before the Service End Date, it shall expire automatically, and Customer is not entitled to any conversion, extension, or refund.

1. Sitecore renders the Support Advisory Services on an “as-is” basis and Sitecore is not responsible for the outputs it creates. The Support Advisory Services and outputs are not deliverables and do not require Customer’s acceptance.
2. Sitecore personnel shall only assist Customer’s teams by carrying out a service described in the Support Advisory Services Descriptions section above. As a part of this work, Sitecore personnel may also provide Advisory Services to Customer’s production project teams; however, Sitecore personnel shall not work directly on production projects that Customer produces or intends to produce with Sitecore Technology.
3. Sitecore shall act based on the information that Customer provides. Sitecore does not commit to either specific outcomes or results.
4. The Sitecore Support Advisor’s time is included in the price of Support Advisory Services
5. Sitecore may choose to provide Support Advisory Services remotely from the location where they are to be delivered.
6. If Customer requests any services not defined as Support Advisory Services, they must be contracted for under a separate agreement.
7. The Support Advisory Services may only be used for Sitecore Products currently licensed by Customer.
8. The Support Advisory Services cannot be used to provide consulting services, which are Project-Based Services.
9. The Support Advisory Services cannot be used for the provision of any other services or support programs, as separately defined in the Agreement, or technical support.
10. The Support Advisory Services are not a substitute for Customer’s professional judgment or Customer’s own independent design, analysis, simulation, estimation, testing or other activities, including those with respect to product stress, safety, and utility. It is Customer’s responsibility to determine whether the use of the advice provided by Support Advisory Services are appropriate for the purposes Customer pursues. Sitecore will not be responsible or liable in any manner whatsoever for the results obtained through use of the Support Advisory Services, including any output. Customer further acknowledges that the Support Advisory Services and outputs may not achieve the results Customer desires within its design, analysis, simulation, estimation, testing and other constraints.
11. Sitecore reserves the right to subcontract portions of the delivery of the Support Advisory Services described above and Customer agrees as of now with Sitecore using such subcontractor, if any.
12. Customer will be responsible for obtaining any third-party consent (including, but not limited to, suppliers) necessary for Sitecore to deliver the Support Advisory Services herein.

Any defined terms which are not defined below have the meaning given to them in the Agreement.

“Advisory Location”: the workplace locations where the Support Advisory Services are being received.

“Agreement”: the contractual terms and conditions which Customer has entered with Sitecore under which these Support Advisory Services are being paid for and performed.

“Project-Based Services”: those consulting services requiring project management focusing only on the project on hand as defined under a separate agreement (Order, SOW, SCO, Task Order etc.). Project-Based Services define a set of project deliverables or outputs defined within the framework of available resources, capabilities, skill sets and deadlines.

“You” or “the Customer”: the legal entity who has entered into the Agreement with Sitecore.

By engaging in this Service, Customer agrees to the terms outlined above and acknowledges the advisory nature of the engagement.