Sitecore

The following table lists service relationships (roles and responsibilities) for the Sitecore Experience manager and the Sitecore Experience Commerce team:

Tasks

RAS Digital Experience - Application Installation & Configuration

RAS Digital Experience - Experts Only

RAS Digital Experience - Application Operations

Customer/SI

Advisory and consulting services from the Sitecore architect and the engineering team

R, A

R, A

C, I

Provide 24x7x365 access to a team of Application Support Engineers, including highly technical .NET experts who:

  • Are experienced in infrastructure management

  • Provide active monitoring of the complete environment

R, A

Provide access to a team of Sitecore architects and engineers

R, A

R, A

Consult on Sitecore architecture best practices

R, A

R, A

Determine environment sizing, including:

  • Number and name of environments (DEV, QA, PROD)

  • Number of nodes

  • Virtual machine CPU and RAM requirements

  • Amount of disk space needed

C, I

C, I

R, A

Define and document initial OS-level requirements, including:

  • Server naming conventions

  • Services (IIS) website naming conventions

  • IIS application naming conventions

  • Access and security

C, I

C, I

R, A

Confirm OS and infrastructure compatibility

R, A

Verify compatibility with the Sitecore supported environments matrix, including:

  • Operating system

  • .NET framework

  • Virtualization

R, A

R, A

R, A

C, I

Develop application code, including:

  • Custom components and templates

  • Source control

  • Shared-source Sitecore modules from the marketplace

  • Third-party Sitecore modules

R, A

Migrate legacy content

R, A

Consult and advise on Sitecore best practices and standards, including:

  • Content delivery horizontal scaling

  • Content management horizontal scaling

  • Platform security

  • Sitecore audits and architecture reviews

R, A

R, A

Consult on Sitecore-specific disaster recovery and high availability implementations

R, A

R, A

Provide consultation on Sitecore-specific topics of xDB, Coveo, MongoDB, Solr, and so on

R, A

R, A

Install and configure the content delivery (CD) server feature

R, A

Install and configure the content management (CM) server feature

R, A

Install and configure Sitecore databases

R, A

Install and configure the processing and aggregation server features

R, A

Install and configure the reporting server feature

R, A

Install and configure xConnect and other microservice Sitecore roles

R, A

Install and configure a publishing instance in a multi-CM environment

R, A

Install and configure xDB by using ObjectRocket

R, A

Install and configure xDB by using the customer’s MongoDB implementation

R, A

Install and configure the session state in MSSQL Server

R, A

R, A

C, I

Install and configure the session state in MongoDB by using ObjectRocket

R, A

Install and configure the session state in Azure Redis

R, A

R, A

Install and configure the session state in another provider (or the customer’s MongoDB implementation)

R, A

R, A

Perform Sitecore security hardening guide analysis

C, I

C, I

R, A

Perform Sitecore CMS tuning guide analysis

C, I

C, I

R, A

Perform Sitecore installation guide analysis

R, A

Provide Sitecore user administration, including:

  • Group creation

  • User creation

  • SSO

  • Access control

R, A

R, A

R, A

C, I

Provide Active Directory integration with the Sitecore authentication provider

R, A

Provide advanced synthetic URL monitoring to verify that website visitors can complete a series of necessary steps successfully and without any site errors

R, A

Provide application monitoring of individual transactions throughout the application layer and alert customers to potential issues impacting performance

R, A

R, A

Provide customers with read-only access to monitoring systems

R, A

R, A

Provide SM and robocall option for alerts

R, A

R, A

Create and maintain a customer information library and runbook, including:

  • Known issues

  • Key monitors (only in RAS Digital Experience for Sitecore)

  • Long-term architecture and performance plans

  • Return-to-service instructions

R, A

Validate the Solr search configuration to ensure proper integration with Sitecore

R, A

Configure connections to Sitecore-supported search providers

R, A

Provide user management

R, A

Provide content creation and migration

R, A

Provide workflow management

R, A

Install and manage third-party plug-ins

R, A

Define the approval process for production deployments

R, A

Define rollback procedures for production deployments

R, A

Provide custom code deployments

R, A

Provide digital asset management

R, A

Perform application smoke testing and quality assurance

R, A

Conduct performance load testing

C

R, A

Escalate Sitecore issues to Sitecore

C, I

C, I

R, A

Troubleshoot ObjectRocket MongoDB issues

R, A

R, A

C

Troubleshoot non-ObjectRocket MongoDB issues

R, A

Troubleshoot application server issues

R, A

R, A

Provide guidance and insight regarding application monitoring tool data, including:

  • Application performance

  • Faster root-cause analysis

  • Business transaction errors

  • Bottleneck identification

  • Average response time metrics

R, A

Define IIS and Sitecore log-retention policy

C

R, A

Implement IIS and Sitecore log-retention policy

R, A

R, A

C

Implement and manage Sitecore maintenance operations

R, A

R, A

C

Troubleshoot Solr and custom search provider issues

C

C

R, A

Provide tuning recommendations based on Sitecore best practices

R, A

R, A

Provide recommendations on new Sitecore service packs and hotfixes

R, A

R, A

Provide environment trend data for capacity planning

R, A

R, A

Provide reporting about the customer experience, including:

  • Understand how pages are performing over time

  • Gain insight into the performance of individual pages and requests as experienced by end users

  • Find the worst-performing pages by multiple common metrics

R, A

Provide an application monitoring toolset, including:

  • Application performance management

  • Infrastructure monitoring

  • Synthetic transaction monitoring

  • Browser real-user monitoring

  • Data analytics

  • Java and .NET profiling

  • Application performance dashboard

  • Faster root-cause analysis

  • Bottleneck identification

R, A

Consult and advise on Sitecore Commerce best practices and standards

R, A

R, A

Install and configure the Sitecore Commerce Engine and the business management server role for Sitecore Commerce (including dependencies such as ASP.NET Core)

R, A

R, A

Install and configure commerce server staging for Sitecore Commerce

R, A

R, A

Configure and maintain the standard Sitecore Commerce SQL Server databases (or Azure SQL)

R, A

R, A

Configure and maintain Solr as Sitecore search provider for the default search indexes

R, A

R, A

Install Sitecore Reference Storefront for Commerce (Optional: This might not be suited for production environments)

R, A

R, A

Install, configure, and maintain Microsoft Dynamics AX or Dynamics AX AOS server in conjunction with the Sitecore Commerce implementation

R, A

Install, configure, and maintain other auxiliary technologies to the Sitecore Commerce system

R, A

Develop an implementation-specific solution for Sitecore Commerce (storefront, user expereince, personalization, and so on)

R, A