EXM Delivery Cloud – service catalog

Service Catalog

EXM Delivery Cloud provides an enterprise-ready email delivery service. The following table shows the services that are currently available for EXM Delivery Cloud. There will be more services offered in the future.

You can order a service using the Sitecore Support Portal. For information on how to use the portal, visit How to use Sitecore Support Portal.

Service Description Method Estimated Resolution Time
 EXM Delivery Cloud activation Request an EXM Delivery Cloud subscription. Contact Sitecore regional office N/A
EXM Delivery Cloud termination Request an EXM Delivery Cloud subscription termination. Contact Sitecore regional office N/A
View consumption View your unit consumption vs. quota for a given period. Self-service within Email Experience Manager N/A
Manage domains Set up senders' domains for dispatching through the EXM Delivery Cloud service. Self-service within Email Experience Manager N/A
Manage suppression list Add and remove recipients using a suppression list. Self-service within Email Experience Manager N/A
Get detailed delivery statistics Request a log containing recently performed dispatches, bounces, complaint details, and so on, to investigate any concern regarding specific campaign deliverability. Contact Sitecore Support 3 business days
Swap/change license Request for changing the EXM Delivery Cloud subscription from an old license to a new license. Contact Sitecore Support N/A


Note: Sitecore Support strives to achieve the provided resolution time estimates for most of the cases, but the final timeline can vary due to technical factors specific to each customer environment. In order to evaluate a particular item execution, contact Sitecore Support in advance.

Service Policies

This section describes the support and maintenance services that are available.

Policy Description
Delivery logs retention Detailed email delivery logs are available for 10 days only.
Aggregated statistics (metrics, rates, percentages)
retained for a 6-month period.
Reputation management Customer is responsible for using service per signed contract and avoiding violation of mail management rules. Sitecore assists with proactive alerts about certain activity on a customer account, such as the hard bounce rate increasing.
License Update Customer is responsible for raising a new Swap License service request when they update the license on a Sitecore product that is used for EXM activation. A failure to do so will impact EXM service.