Sitecore Discover is designed to automatically scale capacity as the traffic demand increases. However, Sitecore Discover also preemptively ramps up the capacity of all services during this time of the year which includes Thanksgiving, Black Friday, Cyber Monday, Christmas, and New Year.
During Sitecore Discover's load testing, the system was able to easily handle 5x the daily peak traffic. Based on this experience, the Sitecore Discover engineering and operations teams are confident that the system can comfortably handle the anticipated holiday load.
In addition to the above, Sitecore Discover will also have additional personnel on duty to monitor and assist with any issues that are reported during the peak holiday traffic. Below is a summary of the holiday support plan in place.
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On-call Support |
Technical Support Solution Engineers are on call 24/7 |
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How to contact Support |
As the primary contact method, open a case through Sitecore Support Portal. For more details, see KB0654910. Alternatively, it is possible to send an email to ReflektionSupport@sitecore.com. This email automatically creates a support ticket and triggers a response from the Sitecore support team. |
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Escalation Method |
Sitecore Discover has established escalation processes through PagerDuty with the connected phone numbers for internal Sitecore personnel. |
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Service Degradation Information |
If there is any service degradation, Sitecore Discover provides updates at https://support.sitecore.com/status and https://status.reflektion.com/. On these pages, customers can subscribe to the Discover System Status notification service to receive updates in real-time. |