This article describes the scope of services and support available for Sitecore Managed Cloud Standard. Being aware of these service aspects helps you to ensure that you have the right expectations about the service and can take the appropriate steps to configure a Sitecore solution for your production needs.
Sitecore Managed Cloud provides the following support services:
You can also use the following support channels:
Sitecore manages access to customer resources. Sitecore can provide enhanced access to the whole infrastructure or to specific items for an entrusted customer representative person, according to the Get Access item in the Sitecore Managed Cloud – Service Catalog. The standard scope of access is defined as the following:
*The ContributorNoACM role is a custom Azure role for customer accounts that require the equivalent of the default Azure "Contributor" RBAC access. There is no visibility to Cost Management data with this role to avoid confusion; all cost Managed Cloud financial details are handled through the Sitecore Service Portal.
Additionally, Sitecore keeps its own co-admin entries within the customer subscription. Having these entries is a requirement to enable all Sitecore monitoring operations and to execute the service catalog items described in this article and in the Service Catalog. These entries are highly protected in the Sitecore organization and only a limited set of Sitecore Support employees can access them.
Sitecore access entries are represented as the following (customers can see these entries in the Azure Portal):
Note: If a customer stops Sitecore's access, Sitecore is no longer responsible for any kind of monitoring or maintenance of customer resources.
|Entity||Description||Proactive notification||Proactive fix||Availability||Performance||Logic|
|General Azure Platform||General Azure monitoring (for example, status.azure.com).||✓||✓||✓||✓||✓|
|Azure Web App||Availability of Web App that hosts Sitecore XP site.||✓||✓||✓||-||-|
|Azure SQL||Availability of SQL server and databases used for Sitecore solution (Core, Master, Web, reporting only).||✓||✓||✓||-||-|
|Azure Search ||Availability of Search services required for standard Sitecore indexes such as sitecore_master_index, sitecore_web_index, and so on.||✓||✓||✓||-||-|
|Solr||Alternative to Azure Search service, also required for standard Sitecore indexes such as sitecore_master_index, sitecore_web_index, and so on.||✓||✓||✓||✓||-|
|Redis Cache||Availability of the Redis cache instance used by Sitecore solution for a session state.||✓||✓||✓||-||-|
|Sitecore Instance||Health state of Sitecore instance inside Azure Web Apps.||-||-||-||-||-|
Legend: "-" – not supported; "✓" – supported.
Sitecore Managed Cloud provides the following backup options for the covered resources:
|Entity||Backup option(s)||Frequency||Enabled by default|
|Azure Web App||Manual and automatic backups available.||Custom||-|
|CD & CM Web Apps||Automatic backups||Daily||✓|
|Azure SQL||Manual and automatic backups available.||Weekly (full)||✓|
|Azure Search ||Not provided, index rebuild recommended.
|Solr||Not provided, index rebuild recommended.||-||-|
|Redis Cache||Data Persistence (Premium Only). Read more.
(To be triggered by customer only.)
Legend: "-" – not supported; "✓" – supported.
Note: Sitecore Managed Cloud does not provide any automatic backup recovery. Any backup recovery operation can only be triggered either by the customer or Sitecore by submitting a service request on Sitecore Support Portal (see Sitecore-covered options availability in the service catalog). After the backup recovery has been done, the customer is responsible to do any post-configurations and/or cleanups. Therefore, the customer must ensure the integrity of the restored data. We recommend that customers regularly test restoration as a part of normal business continuity planning. See the Notes section in How to request a backup schedule for Managed Cloud Standard sets for more information.
Backup limitations: Maximum allowed size of the backup is 10GB. Refer to Requirements and restrictions for more details about backup limitations. If the maximum size is exceeded, the backup fails. Apply a backup filter to exclude unnecessary files from the backup. For more information, refer to Exclude files from your backup. Whenever you swap Web App slots, a backup filter may be lost because it is stored on a slot file system.
Supported Azure services
Sitecore Support provides operational support for infrastructure, and technical support for Sitecore XP instances hosted using only the Azure services listed within supported topologies and tiers (for XP 8.2 and for XP 9.x). The list of supported infrastructure items includes:
Other Azure resources can be used with a Sitecore XP solution but fall out of the service and support scope. Unsupported Azure resources cannot be created in a Sitecore Managed Cloud subscription. Customers can use a personal Azure subscription for this purpose.
Supported Azure region
Sitecore XP upgrades
Custom code deployment
Sitecore hotfixes and patches
Prior to Sitecore 10.0, the installation of Sitecore modules can be performed by Sitecore Managed Cloud when the creation of a new Managed Cloud set is requested. Since Sitecore version 10.0 and in existing Managed Cloud environments, a customer is fully responsible for installation and configuration of any modules.