Support Engagement Manager Terms and Conditions

  1. The following terms apply to Customers who are enrolled and on an active Premium Support Program and have executed a specific Order Form with Sitecore for Support Engagement Manager. These terms apply in addition to the Sitecore Support terms available online https://support.sitecore.com/kb?id=kb_article_view&sysparm_article=KB0583182
  2. Scope of Services the Support Engagement Manager ("Support Engagement Manager") provides expert guidance and proactive support engagement to help customers optimize their Sitecore support experience. Support Engagement Manager advocates on behalf of the customer and does not include direct implementation, code development, or hands-on troubleshooting beyond strategic recommendations.
  3. Service Components As part of the Support Engagement Manager, Customer will have access to the following resources and receive the following benefits:
     
    Service Category Support Engagement Manager Description

    Dedicated Support Engagement Manager

    A designated point of contact (Single Point of Contact, "SPOC") for streamlined communication and coordination.

    Develops insights into the customer’s projects, priorities, and challenges.

    Proactive Support Engagement
    • Regular tracking and follow-up on support tickets to ensure timely progress and resolution.
    • Strategic identification of recurring issues and recommendations for long-term solutions.

    Guidance on Sitecore support processes, escalation procedures, and best practices

    Ongoing Monitoring and Enablement

    Continuous monitoring of open support tickets and proactive engagement to facilitate resolutions.

    • Monthly Customer sync calls to review support health, discuss updates, and optimize support workflows.
    • Periodic updates on ticket status, system performance insights, and support enablement recommendations.
    • Recommendations for additional services, including Expert Q&A sessions, other advisory services, and best-fit Sitecore offerings.
  4. Dedicated Support Engagement Manager counterpart and activities Customer will designate an administrator or administrators who will be the single point of contact with Sitecore Dedicated Support Engagement Manager to discuss and plan the provision of the Support Engagement Manager (“Administrator”). The Sitecore Support Engagement Manager will coordinate and agree with Customer which Support Engagement will be performed, when they will be performed, the detailed work tasks for each type of Support Engagement, any preparation needed, and specific workplaces in the Support Engagement Manager Locations. The Sitecore Support Engagement Manager will discuss with Customer any requests for clarification on the Support Engagement Manager Descriptions and review questions from Customer related to the Support Engagement Manager.
     
    The Administrator and the Sitecore Support Engagement Manager will meet regularly upon customer preferences.
  5. Service limitations and exclusions
    • The Support Engagement Manager is an advocate 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 Engagement Manager.
    • The Sitecore Support Engagement Manager will not be providing technical details i.e. coding, development or customization.
  6. Service Term and Renewal

    The term of the Support Engagement Manager shall be twelve (12) months (the “Term”), commencing on the effective date of the applicable Order Form through which the services are purchased (the “Support Engagement Manager Effective Date”). The Customer must be enrolled in an active Premium Support Program as of the Support Engagement Manager Effective Date. Upon expiration of the Term, the Advisory Service shall terminate.

    The Support Engagement Manager 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 Support Engagement Manager Locations are made at the sole discretion of Sitecore.

    Support Engagement Manager are provided during the standard working week in the time zone of the Support Engagement Manager Locations where the Support Engagement are scheduled to occur. The Support Engagement Manager 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 Support Engagement may not be available, for instance due to the Support Engagement Manager Locations or availability of resources. Sitecore may use a variety of personnel in performing the Support Engagement and Customer will not have a dedicated resource.

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

    Support Engagement Managers are not available in all languages or in all Support Engagement Manager Locations.

    Customers’ requests to renew the Support Engagement Manager for an additional term must be received no less than 90 days prior to the Service End Date.

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

  7. Assumptions And Customer Responsibilities
     
    The following Assumptions and Customer Responsibilities apply to all Support Engagement Manager:
    1. Sitecore renders the Support Engagement Manager on an “as-is” basis and Sitecore is not responsible for the outputs it creates. The Support Engagements 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 Engagement Managers Descriptions section above. As a part of this work, Sitecore personnel may also provide Support Engagement 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 Engagement Manager’s time is included in the price of Support Engagement Manager
    5. Sitecore may choose to provide Support Engagement Managers remotely from the location where they are to be delivered.
    6. If Customer requests any services not defined as Support Engagement Manager, they must be contracted for under a separate agreement.
    7. The Support Engagement Manager may only be used for Sitecore Products currently licensed by Customer.
    8. The Support Engagement Manager cannot be used to provide consulting services, which are Project-Based Services.
    9. The Support Engagement Manager 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 Engagement Managers 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 Engagement Managers 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 Engagement Manager, including any output. Customer further acknowledges that the Support Engagement 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 Engagement Manager 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 Engagement Manager herein.
  8. Support Engagement Manager Definitions

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

    “Support Engagement Manager Location”: the workplace locations where the Support Engagements are being received.

    “Agreement”: the contractual terms and conditions which Customer has entered with Sitecore under which these Support Engagements 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.