Sitecore Support – Service Level Agreements (Content Hub)

  • The purpose of this document is to describe details of Service Level Agreements (SLA) associated with different Support Programs offered by Sitecore to its customers and partners. This SLA only applies to the Sitecore product Content Hub. For more details around the SLA of other Sitecore products, please see here.

    This document is provided as a convenience for our customers. It contains standard SLA details in effect at the time of article publication. Details associated with your specific License Agreement may be different.

    Please contact your Account Manager for more information on the service levels included with your License Agreement.

  • Sitecore defines the following Severity Levels and Target Response Times depending on the Support Program associated with tickets created via the Sitecore Support Portal.

    Severity Level Criteria Standard Support 24x7 Premium Support
    Critical
    P1

    Meets all of the following criteria:

    • In production environment, a continuous or near continuous site outage, or a performance issue that severely inhibits usage of the site; and
    • No workaround currently available.
    1 Business Day
    1 Hour
    High
    P2

    Meets one of the following criteria:

    • In production environment, an issue that critically affects business operations; and
    • No workaround currently available.
    1 Business Day 2 Hours
    Medium
    P3

    Meets one of the following criteria:

    • In production environment, causes intermittent impact and does not critically affect business operations.
    • In production environment, impact of the problem is alleviated by the availability of a workaround.
    • In non-production environment, causes immediate impact on development activity, such as affecting upcoming project plans, or preventing the development team from working on the project.
    2 Business Days 1 Business Day
    Low
    P4

    Meets one of the following criteria:

    • In production environment, causes minor or no impact on business operations.
    • In non-production environment, causes moderate or minor impact on development activity.
    3 Business Days 2 Business Days
  • Sitecore will seek to find a resolution to support tickets in accordance with the standards and/or timeframes set out in the table below.


    Severity Level

    Standard Support
    24x7 Premium Support
    Critical
    Sitecore will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided.
    Sitecore will continue to work on the problem until it has been resolved or a workaround has been provided.
    High
    Sitecore will make a best effort to work on the problem during Business Hours until it is resolved or a workaround is provided.
    Sitecore will continue to work on the problem until it has been resolved or a workaround has been provided.
    Medium
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround.
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround.
    Low
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround.
    Sitecore will make reasonable efforts to resolve the problem or provide a workaround.
  • Business Days are calculated as any day other than Saturday, Sunday or a public holiday in Licensee’s country of residence.

    Business Hours are calculated as follows:

    • For Americas, 8am-6pm CST (2pm-12am UTC)
    • For Europe, 8am-6pm CET (7am-5pm UTC)
    • For Greater Asia, 6am-6pm MYT (10pm-10am UTC)
October 01, 2019
October 02, 2019