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 website. The following table represents 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 on the Sitecore Support Portal. For information on how to use the Portal, see the article How to use the Sitecore Support Portal.

Service request item	Description	Method	Estimated resolution time
Sitecore Managed Cloud Activation	Customers can request the Sitecore Managed Cloud subscription.	Contact Sitecore's regional office	N/A
Sitecore Managed Cloud Termination	Customers can request termination of the Sitecore Managed Cloud subscription.	Read more here	N/A
Create New Environment	Customers can request creating 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 resetting 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 that additional users be authorized to view Managed Cloud consumption data.	Contact Sitecore's regional office	N/A
Get detailed consumption report	Customers can request the 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 replacing 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 the configuration of a specific backup schedule for Azure SQL databases in Sitecore Managed Cloud deployment. Check the request forms here.	Contact Sitecore Support Portal	3 business days
Restore Azure SQL databases	Customers can request restoring Azure SQL databases.	Contact Sitecore Support Portal	3 business days
Backup Schedule for Azure App Services	Customers can request the configuration of a specific backup schedule for Azure App services in Sitecore Managed Cloud deployment. Check the 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 the Production environment.	Contact Sitecore Support Portal	3 business days
Restore Azure App Services	Customers can request restoring Azure App Services.	Contact Sitecore Support Portal	3 business days
Setup Web Application Firewall (WAF)	Customers can request that Web Application Firewall (WAF) be set up 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 for their existing Managed Cloud environment.	Contact Sitecore Support Portal	2 business days
Scale up/down Managed Cloud	Customers can request scaling up/down a single resource or the entire resource group in their existing Managed Cloud environment.	Contact Sitecore Support Portal. Read more here.	3 business days
Disaster Recovery	Customers can request that Disaster Recovery be set up 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 switching the existing Managed Cloud deployment from Azure Search to the Solr search provider.	Contact Sitecore Support Portal	2 business days
Register new Resource Provider	Customers can request that a new Resource Provider be registered in their existing Azure Subscription.	Contact Sitecore Support Portal	2 business days
Migrate WAF v1 to WAF v2	Customers can request the migration of the existing WAF v1 to WAF v2.	Contact Sitecore Support Portal	2 business days
Set up Azure Front Door	Customers can request that Azure Front Door be set up for an existing Managed Cloud deployment. For more details, refer to KB1003670.	Contact Sitecore Support Portal	3 business days
Set up CDN	Customers can request that CDN be set up for an existing Managed Cloud deployment. For more details, refer to KB1003670.	Contact Sitecore Support Portal	2 business days
Set up SQL Maintenance Plan	Customer may request that SQL Maintenance Plan be set up for an existing Managed Cloud deployment.	Contact Sitecore Support Portal	2 business days
Temporary disabling alerts in Azure	Customers can request that Sitecore Managed Cloud alerts in Azure be temporarily disabled. For more details, refer to KB1000581.	Contact Sitecore Support Portal	2 business days
Import Certificate to Web App from Key Vault	Customers can request the import of the 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
Azure Telemetry Dashboard	Customers can request that an Azure telemetry dashboard be created to provide metric overview of the key Azure services. The dashboard provides metrics for the past 7 days.	Contact Sitecore Support Portal	N/A
Enable application performance monitoring with Application Map	Customers can request enabling Application Performance Monitoring with Application Map in Azure.	Contact Sitecore Support Portal	3 business days
Azure SQL Database Export to storage account	Customers can request the export of Azure SQL Database to a storage account.	Contact Sitecore Support Portal	N/A
Azure SQL Database Export/Import	Customers can request the export or import of Azure SQL Database.	Contact Sitecore Support Portal	N/A
Upgrade Solr Version	Customers can request upgrading the Solr version.	Contact Sitecore Support Portal	2 business days
Setup Local Network Gateway	Customers can request the setup of Local Network Gateway.	Contact Sitecore Support Portal	N/A
Create New Resource Group	Customers can request that a new resource group be created.	Contact Sitecore Support Portal	3 business days
DDoS IP protection for Managed Cloud Standard	Customers can request DDoS IP protection.	Contact Sitecore Support Portal	3 business days
Remove Web Application Firewall (WAF)	Customers can request that WAF be removed. For more details, refer to KB1003684.	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.