The SLA for Managed Cloud Premium

Abstract

This is the SLA reference for the Managed Cloud Premium support services.

Sitecore offers the following Premium Support services in accordance with the sales and licensing agreement for Managed Cloud Premium:

  • Access to the Premium Support portal 24 hours a day, 7 days a week, 365 days a year. The Premium Support portal is an online support portal where customers can request support tickets that third-party service providers, who are involved in the delivery of Premium Support, create, update, action, and track directly.

  • Customers can expect a response to a support ticket submitted through the Premium Support portal within 24 hours.

  • Access to the Premium Support hotline 24 hours a day, 7 days a week, 365 days a year. After signing their order, customers receive the phone number for Premium Support. Through this number, customers can request support tickets that third-party service providers, who are involved in the delivery of Premium Support, create, update, action, and track directly.

  • Customers can expect a response to a support ticket submitted through the Premium Support hotline within 30 minutes.

  • A Technical Account Manager.

  • Enhanced assistance with onboarding.

  • Enhanced Azure monitoring.

For the full SLA for Managed Cloud Premium, contact your regional Sitecore sales representative.