Service Requests

Sitecore Managed Cloud provides customers with a managed cloud experience. You can read more about all the capabilities that the service offers, including the entire service catalog, on the Sitecore Documentation portal. The following table presents the scope of the service aspects currently available for Sitecore Managed Cloud Standard on a request basis. As the service evolves, the set of available service requests changes as well. A lot of services are initiated by contacting the Sitecore Support Portal. For information on how to use the portal, see the How to use the Sitecore Support Portal article.

Service request item	Description	Method	Estimated resolution time
Sitecore Managed Cloud Activation	Customers can request Sitecore Managed Cloud subscription.	Contact Sitecore regional office.	N/A
Sitecore Managed Cloud Termination	Customers can request termination of Sitecore Managed Cloud subscription.	Read more here.	N/A
Create New Environment	Customers can request to create a new xM, xDB, or XP Cloud set according to the purchased tier.	Contact Sitecore Support Portal. See details here.	3 business days
Delete Existing Environment	Customers can delete a particular xM, xDB, or XP Cloud set.	Contact Sitecore Support Portal.	3 business days
Reset Existing Environment	Customers can request to reset a particular Managed Cloud set to start from scratch.	Contact Sitecore Support Portal.	3 business days
Get Managed Cloud Access	Customers can request access to various Managed Cloud resources. For more details, refer to KB1002057.	Contact Sitecore Support Portal. See Access Policy for available access types.	3 business days
Get access to Consumption Application	Customers can request additional users to be authorized to view Managed Cloud consumption data.	Contact Sitecore regional office.	N/A
Get detailed consumption report	Customers can request on-demand detailed extraction of the Azure consumption generated by their Managed Cloud set(s).	Contact Sitecore Support Portal.	3 business days
Update/Replace Client (SSL) certificate [1]	Customers can request to replace the Client certificate for Managed Cloud XP/xDB deployment with their own certificate. Certificate requirements are described in the Installation Guide.	Contact Sitecore Support Portal.	3 business days
Backup Schedule for Azure SQL databases	Customers can request a configuration of a specific backup schedule for Azure SQL databases in Sitecore Managed Cloud deployment. Check request forms here.	Contact Sitecore Support Portal.	3 business days
Restore Azure SQL databases	Customers can request a restore of Azure SQL databases.	Contact Sitecore Support Portal.	3 business days
Backup Schedule for Azure App Services	Customers can request a configuration of a specific backup schedule for Azure App services in Sitecore Managed Cloud deployment. Check request forms here. Note: Content Delivery (CD) and Content Management (CM) role backups are created automatically once per day with 7-day retention. Only for Production environment.	Contact Sitecore Support Portal.	3 business days
Restore Azure App Services	Customers can request a restore of Azure App Services.	Contact Sitecore Support Portal.	3 business days
Setup Web Application Firewall (WAF)	Customers can request to set up Web Application Firewall (WAF) for an existing Managed Cloud deployment. A valid SSL certificate is required. More details can be found here.	Contact Sitecore Support Portal.	2 business days
Update/Replace License	Customers can request updating/replacing the Sitecore License to their existing Managed Cloud environment.	Contact Sitecore Support Portal.	2 business days
Scale up/down Managed Cloud	Customers can request the scaling up/down of a single resource or the entire resource group of their existing Managed Cloud environment.	Contact Sitecore Support Portal. Read more here.	3 business days
Disaster Recovery	Customers can request to set up Disaster Recovery for an existing or a new Managed Cloud deployment. More details can be found here.	Contact Sitecore Support Portal.	3 business days
Switch search provider from Azure Search to Solr	Customers can request to switch the existing Managed Cloud deployment from Azure Search to Solr search provider.	Contact Sitecore Support Portal.	2 business days
Register new Resource Provider	Customers can request to register a new Resource Provider in their existing Azure Subscription.	Contact Sitecore Support Portal.	2 business days
Migrate WAF v1 to WAF v2	Customers can request to migrate the existing WAF v1 to WAF v2.	Contact Sitecore Support Portal.	2 business days
Set up Azure Front Door	Customers can request to set up Azure Front Door for an existing Managed Cloud deployment.	Contact Sitecore Support Portal.	3 business days
Set up CDN	Customers can request to set up CDN for an existing Managed Cloud deployment.	Contact Sitecore Support Portal.	2 business days
Set up SQL Maintenance Plan	Customer may request to set up SQL maintenance plan for an existing Managed Cloud deployment.	Contact Sitecore Support Portal.	2 business days
Temporary disabling alerts in Azure	Customers can request disabling (temporary) Sitecore Managed Cloud alerts in Azure. For more details, refer to KB1000581.	Contact Sitecore Support Portal.	2 business days
Import Certificate to Web App from Key Vault	Customers can request to import SSL Certificate from Azure Key Vault to Azure Web App. The imported certificate then can be used to "add binding" to the custom domain.	Contact Sitecore Support Portal.	N/A

Notes:

• Sitecore Support strives to achieve the provided resolution time estimates for most cases, but the final timeline can vary due to technical factors specific to each customer's environment. To evaluate the execution of a particular item, contact Sitecore Support in advance.
• [1] - This service request is not suitable for Custom Domain SSL. The replacement of Custom Domain SSL is not included in the scope of support provided by Managed Cloud.