Sitecore Managed Cloud Standard – PaaS 2.0. Service catalog on-demand requests


Service Requests

Sitecore Managed Cloud provides customers with 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 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. 
Create a service request via Support Portal [2]
3 business days 
Delete Existing Environment 
Customers can delete a particular xM, xDB, or XP Cloud set. 
Create a service request via Support Portal [2]
3 business days 
Reset Existing Environment 
Customers can request to reset a particular Managed Cloud set to start from scratch. 
Create a service request via Support Portal [2]
3 business days 
 
 
 
 

Manage Azure Access 
 
 

Customers can request access to various Managed Cloud resources. For more details, refer to KB1002057. 
 
 

Create a service request via Support Portal [2]
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). 
Create a service request via Support Portal [2]
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. 
Create a service request via Support Portal [2]
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. 
Create a service request via Support Portal [2]
3 business days 
 
 
 
 

Restore Azure SQL databases 
 
 

Customers can request a restore of Azure SQL databases. 
 
 

Create a service request via Support Portal [2]
 
 

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. 
Create a service request via Support Portal [2]
3 business days 
Restore Azure App Services 
Customers can request a restore of Azure App Services. 
Create a service request via Support Portal [2]
3 business days 
Update/Replace License 
Customers can request updating/replacing the Sitecore License to their existing Managed Cloud environment. 
Create a service request via Support Portal [2]
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. 
 
 

Create a service request via Support Portal [2]
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. 
Create a service request via Support Portal [2]
3 business days 
Register new Resource Provider 
Customers can request to register a new Resource Provider in their existing Azure Subscription.  
Create a service request via Support Portal [2]
2 business days 
Set up Azure Front Door 
Customers can request to set up Azure Front Door for an existing Managed Cloud deployment.  
Create a service request via Support Portal [2]
3 business days  
Set up CDN 
Customers can request to set up CDN for an existing Managed Cloud deployment.  
Create a service request via Support Portal [2]
2 business days  
Set up SQL Maintenance Plan 
Customer may request to set up SQL maintenance plan for an existing Managed Cloud deployment. 
Create a service request via Support Portal [2]
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. 
Create a service request via Support Portal [2]
2 business days  
Solr Server Reboot 
Customers can request to view the current status of Solr server virtual machines, start a stopped Solr server virtual machine, or stop a running Solr server virtual machine in their Managed Cloud environment.
Create a service request via Support Portal [2]
1 business day  

Notes: