Description

Sitecore Managed Cloud service provides a high degree of flexibility by opening up the environment for further application customizations (Sitecore) and infrastructure topology customization. Partners and customers can extend their Sitecore solution via the provision of a "Customer-Custom-Spoke" subscription. This additional Azure Subscription provides logical separation of core-supported Sitecore components (default Topologies & Tiers) and any additional Azure resources Customers & Partners might optionally choose to deploy.  

Even though additional infrastructure entities might not be part of standard topologies, Sitecore aims to provide sufficient support coverage for the entire environment. Different Azure resources are supported (in accordance with Sitecore’s support obligations in the customer’s Managed Cloud subscription) according to one of the following models, described in the table that follows: 

• Full Support – Sitecore provides full support coverage for these Azure resources so long as these Azure resources are configured according to Sitecore official documentation and best practices.
• Limited Support – Sitecore provides limited support coverage for these Azure resources within the Sitecore solution implementation in Managed Cloud; this means that Sitecore assists with inquiries and issues triage and might escalate these as required by responsible parties, but cannot offer any commitment as to any resolution SLA or availability SLA.
• Out of Scope – Sitecore has no verification of such Azure resources being compatible with Sitecore solution implementation, and so does not provide any support of such Azure resources in terms of the Managed Cloud solution (and therefore these are not shown in the following table). Any support of such Azure resources (for example, availability and integration) are handled by those parties responsible for the implementation.

Note that this article covers supportability of Azure resources that are used in solutions deployed in Sitecore Managed Cloud. Support coverage for other deployment types is covered by Sitecore Compatibility Guide. 

Service Coverage

Aspect	Full Support	Limited Support	Out of Scope
Aggregated billing in the scope of pre-paid monthly cap	✓	-	-
Ability to provision and host resources under within the Customer-Customer-Spoke Subscription	✓	-	-
Availability SLA applied	✓	-	-
Assistance with errors occurring on resources provisioning	Sitecore and Microsoft specialists	Sitecore and Microsoft specialists	-
Production Incidents – infrastructural support to resolve Sitecore application availability issue	Sitecore and Microsoft specialists	Microsoft specialists only	-
Continuous monitoring of related resources (see monitoring scope for details)	Sitecore and Microsoft specialists	-	-
Assistance with advanced configuration and architecture design	Sitecore and Microsoft specialists	-	-

Services Table

Any item not shown in the following table is automatically considered Out of Scope. The resources listed in the table are supported only within the Azure Data Centers reflected in the Compatibility Table. The same resources in other data centers are considered Out of Scope. 

Azure Infrastructure Entity	Full Support	Limited Support
Azure App Service	✓
Azure SQL – SQL Elastic Pool	✓
Azure Redis Cache	✓
Azure Storage	✓
Azure Traffic Manager	✓
Azure Virtual Network	✓
Azure Private Link	✓
Azure Virtual Machines		✓
Azure Bastion	✓
Azure Key Vault	✓
Azure Managed Disks		✓
Azure API Management		✓
Azure Application Gateway	✓
Azure CDN (Standard Microsoft Azure CDN Product)	✓
Azure WAF (Web Application Firewall)		✓ [2]
Azure Front Door	✓
Azure Log Analytics	✓
Azure Application Insights	✓
3rd Party managed software bundled with Managed Cloud
SOLR via SearchStax	✓ [1]
SOLR via Azure VM Stand-alone		✓
Azure Integrations
Azure Web Apps w/ Github		✓
Azure Web Apps w/ Azure DNS		✓
Azure Web Apps w/ Azure SSL certificates		✓

Notes

• [1] Starting from Sitecore XP 9.1 Initial release, Solr has Full Support in conjunction with SearchStax. Refer to Sitecore Managed Cloud Standard – compatibility tables for the supported combinations of Sitecore Managed Cloud and Solr.
• [2] Use cases involving Azure WAF are in Limited Support, such as securing Sitecore CD endpoints through a WAF with an Azure Application Gateway or with Azure Front Door. Refer to Sitecore Managed Cloud Standard — Setup WAF Service Request for specifics on what this Limited Support encompasses.