Sitecore Discover is designed to automatically scale capacity as 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.
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. The following 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 the 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. On this page, customers can subscribe to the Discover System Status notification service to receive updates in real-time. |
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Upcoming Freeze Dates | To provide additional stability and confidence over the coming weeks, Sitecore would like to inform you of scheduled freeze periods during which no changes will be made to the production environment:
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