This article describes the Sitecore policies and processes for monitoring customer-related cloud infrastructure and notifying customers of any impact on the service.
Sitecore regularly monitors the availability and performance state of all key components of the following services:
- Sitecore Managed Cloud – 24x7x365 (scope clarification)
- xDB Cloud – 24x7x365
- Email Cloud – 24x7x365
- App Center and all apps – monitored during business hours
Upon detecting a potential outage or service degradation, as part of the monitoring effort, the Sitecore Support team analyzes the situation with the goal of restoring normal service operation in the shortest possible timeframe.
Sitecore also occasionally performs maintenance activities on the related cloud infrastructure. Such activities are always performed with the goal of minimizing or avoiding any impact on customer production systems.
Upon detecting a potential outage, service degradation, or when performing planned maintenance of a Sitecore Cloud service, Sitecore informs all affected customers about any confirmed or potential impact on customer systems at the earliest possibility.
Depending on the number of customers affected, different communication channels are used:
Notifications impacting multiple customers
Any emerging incident affecting multiple Sitecore Cloud customers and any planned maintenance of Sitecore Cloud services potentially affecting multiple customers are always published on the https://status.cloud.sitecore.net page.
Customers can monitor any updates of this page via the RSS feed available at https://status.cloud.sitecore.net/MaintenanceRSS.
Notifications impacting a limited number of customers
When service degradation is confirmed only for a few specific customers due to an emerging incident, or when maintenance activity is expected to result in a temporary degradation of the service for a few specific customers, Sitecore will communicate the details directly to the affected customer via email message. The customer's email address is referenced from the Technical Contact section of the service contract.