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What Kind of Sitecore Support Do I Need?
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There are a wealth of Sitecore support services out there, from ad-hoc improvements to 24/7 support.

When you begin evaluating Sitecore support vendors, you’ll quickly realize how many options you have to choose from—and how different partners call the same thing by different names. To find the best Sitecore support services for your company, it’s helpful to first think about what your organization needs.

Knowing what you need allows you to narrow in on the essential support services you want to be included. Then, it’s simply a matter of learning the nomenclature, and finding the most qualified Sitecore partner to provide that support.

The 7 most common Sitecore support scenarios

Below we describe the various scenarios that lead a company to purchase Sitecore support services. Then we identify the best level of support for each scenario, and describe the features you should expect to receive.

Consider this your checklist for finding and evaluating not only the best support services for your needs, but the best Sitecore partner who can reliably provide them for you.

Scenario #1: I need my content editors and marketers to be able to use Sitecore confidently.

If you want your marketers and content editors to be self-sufficient, you need personalized Sitecore user training customized to your implementation. You need a Sitecore partner to provide them with detailed training documents, videos, and illustrated step-by-step guides.

With any user training, the following should be included:

Scenario #2: I need my own IT team to be self-sufficient.

If you want your internal developers and your IT team to be completely self-sufficient, consider Sitecore co-development and consulting. In this scenario, a team of experts would assist with writing a Sitecore architecture document, performing code reviews, filling in and augmenting your development team where necessary, and being on call to answer any questions and troubleshoot issues.

The following should be included with Sitecore co-development and consulting services:

Scenario #3: I need a team to manage our deployments.

Anytime you make an enhancement to your site, you’ll need to deploy it—first to a QA or UAT environment and then to production. You need an expert to figure out the proper process and protocol you should follow to deploy enhancements to your particular Sitecore implementation. This is where deployment support comes in.

The following should be included with deployment support:

Scenario #4: I need a team of Sitecore developers to be continually adding new functionality and content to my website.

If you’re struggling to build (or you don’t want to build) your own internal Sitecore development and support team, but your marketers and content managers need someone to implement their vision, you need a team of Sitecore developers who can be on call during regular business hours.

The following should be included with this form of 9 to 5 support:

Scenario #5: I need a team of Sitecore experts who can identify performance issues with my site and fix them as needed.

As your business grows and more visitors hit your site, performance will degrade—even when your site was implemented properly the first time. On a well-built site, there is always degradation to be expected over time as your traffic grows. If, on the other hand, you have a poorly-implemented site, there are a whole host of things that can go wrong from the beginning.

Either way, you need a dedicated Sitecore partner who understands all of the things that affect site performance and can implement solutions that optimize yours.

The following should be included with Sitecore performance optimization services:

Scenario #6: I need a team of Sitecore pros I can call on in emergencies.

Have you ever accidentally taken down your entire site, or made a change you didn’t know how to undo? If not yet, it will happen eventually. And when it does, you’re going to need a team of Sitecore specialists, on-call and ready to respond and remedy the issue whenever there’s an emergency.

The following should be included in Sitecore emergency support:

Scenario #7: I want to sleep soundly at night, knowing I have a team available after-hours.

If your site has a history of stability issues, and you can’t afford to have it go down in the middle of the night, you need 24/7 Sitecore support. You need a team of Sitecore experts dedicated to monitoring your servers 24 hours a day, and ready to take action 7 days a week, in the event of an outage.

The following should be included with 24/7 Sitecore support services:

 

Where can I find Sitecore support?

As you can see, there are Sitecore support services to fit every need. At Engagency, we provide all of the support services we discussed above, from user training to 24/7 emergency support.

Additionally, Sitecore offers their own support, including Sitecore 24/7 Premium Support. This is an upgrade you can purchase that gives you access to a 24/7 hotline for help with business-critical issues. There’s also Sitecore Managed Cloud, where Sitecore manages your Sitecore application hosting environment and responds to any related emergencies.

For help determining the best level of Sitecore support for your needs, contact Engagency. We look forward to discussing your options and helping you find the support that you need.

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