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
- EXM Delivery 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.