The Digital Experience Cloud Service includes the Episerver Digital Experience Cloud software platform, a set number of Enterprise Search (Find) languages and index(es), a set number of Digital Experience Hub (DXH) connectors, a monthly limit on transactional emails, infrastructure, content delivery network (CDN), and managed services. Packages vary by page views, SKU's, SLA, Enterprise Search (Find) languages, and DXH connectors, but all include one (1) Master Package (varying on Deployment Environments and Application Environments) for one (1) Region. Additional Packages can be added for an additional cost. Additional Package is described in the Definitions section.
The Digital Experience Cloud Service for Digital Marketing is delivered in the following sizes and components.
Page views in excess of the agreed amount will be billed at the contracted rate.
The Digital Experience Cloud Service for Digital Commerce is delivered in the following sizes and components.
Page views and SKU's in excess of the agreed amount will be billed at the contracted rate.
Every Digital Experience Cloud Service package includes one Master Package (one code base) to be used in one Region. Each Master Package includes the Episerver Digital Experience Cloud software platform, a set number of Enterprise Search (Find) languages against a set number of Find index(es), a set number of DXH connectors, a monthly limit on transactional emails, as well as the requisite infrastructure, CDN, managed services, and a default number of Deployment Environments (and thus Application Environments) required to run the Digital Experience Cloud. There can be only one (1) Master Package per customer. All usage metrics (including, but not limited to Page Views, Transactional Emails,SKUs (for Commerce), Enterprise Search (Find) languages, Find index(es)) and availability metrics (SLA) from use of the Master Package and any Additional Package(s) will be tallied against the usage and availability metrics, Usage Terms, Overage Terms and pricing defined within the Master Package.
An Additional Package is an additional package (one code base) the customer may purchase where page views and SKUs (for Commerce) consumed aggregate towards the same total available for the Master Package, however the Additional package has its own set of Deployment and Application Environments. An Additional Package is a replica of the Master Package and its Base Items. Any additional services considered Exclusive Items (i.e. SKUs and configuration) added to the Master Package can vary from the Additional Package at an additional cost. The additional code base provided per Additional Package may differ from the Master Package. Additional Packages can be added for an additional cost.
Digital Experience Cloud Service includes a Managed Service process and Deployment Environments as steps in that process to ensure governance and segregation of duties throughout the deployment process thus helping ensure the SLA. Each Deployment Environment consists of an Application Environment.
Default Deployment Environments are Integration, Preproduction, and Production Application Environments, and are described in detail later in this document.
Application Environment means an Episerver application that can operate within the Digital Experience Cloud Service. An Application Environment includes one (1) Microsoft Azure Web App, access to one (1) SQL Azure Database, one (1) Azure Blob Storage, and one (1) Enterprise Search (Find) index.
Digital Commerce package Application Environments also include one (1) additional Microsoft Azure Web App, with access to one (1) additional SQL Azure Database, leveraging the Azure Blob Storage and Enterprise Search (Find) index that is included with the Digital Marketing Application Environment.
"Stock Keeping Unit ("SKU")" means items entered into the Digital Experience Cloud catalog subsystem. SKUs only apply to Digital Experience Cloud packages with commerce capabilities, and are used as part of a defined coding system used to distinguish individual items across a customer's systems (ERP, accounting, warehousing, ecommerce, point-of-sale etc.). SKU usage is based on the highest total of SKU items stored in the Digital Experience Cloud per contract year.
Page Views Per Year (PPY) means the amount of pageviews generated through use of the Digital Experience Cloud per contract year. A pageview is defined as a view of a page on the customer's web sites that are being provided by the Digital Experience Cloud. If a user clicks reload after reaching the page, this is counted as an additional pageview. If a user navigates to a different page and then returns to the original page, a second pageview is recorded as well.
Customer chooses an amount that defines the maximum usage rights and parameters customer shall be provided by Episerver on a monthly or yearly basis before Overage Terms and price, specified in the contract, will apply. These terms are to be defined in contract before a contract can be agreed.
The incremental increase of usage rights, parameters and pricing customer shall be provided by Episerver on a monthly or yearly basis after exceeding the Usage Terms of the Software Service(s). These terms are to be defined in contract before a contract can be agreed.
Items shared under all Master and Application Packages, which are included with the purchase of the Package. Base items include, but is not limited to, Page Views, SKU's, Transactional Emails, SLA, Social, or third-party Add-Ons.
Restricted to and selectable per Master or Application Package, which are added for an additional cost. Exclusive Items includes, but is not limited to, Additional Deployment Environments, Additional Languages, DXH Connectors (Group package), CDN China, or WVS.
Please see the Commerce Application Environment definition for more information.
Detailed information that describes the architecture of the Episerver platform, along with an introduction to the system foundation and related components and products, is available in the Technical Overview topic on Episerver World for additional information.
Episerver enables you to manage content and marketing campaigns all in one screen. Capabilities include:
Included with Digital Commerce packages only. Digital Commerce packages include Digital Marketing solutions.
Great buying experiences are built around using engaging content to highlight products. Take control of the customer experience with a commerce platform that has built-in content and digital marketing. Digital Commerce includes all Digital Marketing capabilities. Additional capabilities include:
*Optional with Digital Commerce Group Catalog, for additional fees.
Episerver has connectors for leading third-party marketing and productivity applications and services to help maximize efficiency and minimize cost. There are a set number of Episerver DXH connectors available for each type of Master and Additional Packages.
DXH provides these pre-built connectors to help marketers customize and personalize the site visitor's experience. Site visitor's benefit from a consistent message, as marketers and merchandizers can now potentially use all of the customer data and intelligence spread across these applications and services, resulting in more meaningful conversations and increased customer experience. By unifying the many silos of data from many marketing systems, Episerver enables marketers and merchandizers the possibility of developing a 360 degree view of the customer and use that insight to tailor every digital experience.
The Digital Experience Hub is also the foundation for Episerver's extensive Add-on Store – tested third-party add-ons that can give added functionality to your Episerver solution. DXH connectors and Add-Ons may have their own third-party terms and/or SLA, in addition to separate fees and/or usage metrics. Please see information on each DXH connector or Add-On for more information on usage rights, pricing and terms.
DXH Connectors can be added to the Group package for an additional cost.
Episerver Enterprise Search (Find) is part of the service, with one (1) index available per Application Environment. The number of items available aligns directly with the number of indexes. A set number of languages and text analysis on those languages is included in each Master and Additional Package for the purpose of search.
Customers can choose from a list of Supported Languages.
If additional text analysis is required for languages beyond the set number included in the Master and/or Additional Package they can be added for an additional cost. See the Supported Languages section on Episerver World for additional details.
Additional indexes for local development environments can also be added for an additional cost.
CDN allows placements of assets such as images and video at the very edge of the network closest to customers to optimize content delivery globally. It also adds security layers protecting applications from online threats before they are even reached.
CDN is included within the Digital Experience Cloud Service for all Deployment Environments. One (1) SSL is included. Note: By default, CDN is disabled in the 'Integration-URL' of the *dxcloud.episerver.net set of URL's. You can enable it by requesting a setup of friendly names for each environment under their own custom domain.
See Optional Services section for information on CDN China.
TLS/SSL is commonly used for encrypted integration and communication with other services over HTTP (HTTPS).
All domains in the service are protected by TLS/SSL by default.
The service includes a shared TLS/SSL certificate provided by Episerver that will be valid for multiple domains in a multi-site configuration. This means that all domains will be TLS/SSL secured by default. Episerver manages renewals of the shared certificate.
The service includes the option to set up one (1) certificate per domain to replace the default one. Certificates can either be provided by the customer or obtained through Episerver Managed Services at an additional cost. Hosting of additional certificates beyond the included one (1) certificate can also be added for an additional cost.
Redirect to Secure URLs
The service follows industry standard best practices and will provide customers the ability to redirect from a non-secure www URL and/or non-secure root domain to a secure www URL (e.g. http://www.customer.com or http://customer.com redirect to https://www.customer.com). Customers who wish to redirect from a secure root domain to a secure www URL (e.g. https://customer.com redirect to https://www.customer.com) can consider alternate solution approaches. Learn more in the TLS/SSL topic on Episerver World.
VPN may be used to allow a secure connection to internal corporate resource(s), for example. Communication is one-way to the on-premise system.
One (1) VPN connection is included with all Master Packages.
The Digital Experience Cloud Services uses WAF to stop attacks at the network edge, protecting your website from common web threats and specialized attacks before they reach your servers.
See the Digital Experience Cloud Service WAF topic Security on Episerver World for additional information.
Transactional emails are typically mails triggered automatically from a users interactions with the website such as form submissions, email confirmation, order confirmation, shipping notifications, abandoned cart, etc.
Master Packages support a set number of transactional emails per month. Additional emails can be added for an additional cost.
See definitions section for a description of Additional Package.
Additional Deployment Environment
This is an additional environment that is a replica of the primary Integration environment. The partner can deploy directly to the Additional Deployment Environment in the same manner as they would to the standard Integration environment. However, the included Integration environment in the DXC Service is considered the "master" and is the only one that can be used to initiate the standard deployment flow to Preproduction and Production. When the partner or customer are ready to deploy to Preproduction/Production they must first deploy to the master Integration environment.
Web Vulnerability Scanning (WVS)
WVS includes active and passive web vulnerability security tests, which adds another layer of protection against a wide variety of flaws, including SQL, LDAP, XPATH and NoSQL injections, Cross Site Scripting flaws, broken session management, remote code and command execution, malware, etc.
A report will be provided to the customer on their usage.
WVS is available additional cost. Pricing is based per target, where the target is defined by the customer. A target can be an entire domain or a smaller subset such as a page. Unlimited tests can be run on a defined target.
Third party consulting on any issues identified is available at an additional cost.
Episerver Social is a cloud-based platform of extensible services for modeling and managing community-generated content. Comments and ratings combine to help deliver user reviews, which can be associated with resources such as content and products. Groups and activity streams further enhance the experience of building and managing meaningful social communities. Moderation services help manage feedback as well as automate actions for follow-up, review, or compliance needs.
Social can be added for an additional cost.
See the Social Service Description on Episerver.com for additional information.
LivePerson LiveEngage (third party)
LivePerson LiveEngage is a third party live chat capability. LiveEngage is a hosted service provided by LivePerson, with its own licensing terms and SLA provided by LivePerson, which can be integrated into Episerver websites through tags on the pages of the site. Implementation of LiveEngage includes a secure agent dashboard.
LivePerson LiveEngage can be added for an additional cost. A one-time setup, configuration, and installation fee is required for all new site implementations and will be delivered by LivePerson.
Content Delivery Network - China (CDN China)
Customers with a presence in China may wish to extend their CDN capabilities with this additional offer to ensure visitors within China have the best experience. Since China's internet infrastructure differs from the rest of the world this requires special arrangements and agreements to be put in place. The customer must obtain their own ICP # and provide to Episerver to enable China CDN.
China CDN can be added for an additional cost.
Change Management 24/7
Corporate packages include Change Management Requests 24/5 based on business days. 24/7 support can be added for an additional cost.
Additional 0.2% SLA
Adds additional 0.2% SLA to the Group package for a total of 99.9%. Additional 0.2% SLA can be added for an additional cost.
Customers who purchase Digital Commerce Group Catalog can add the following capabilities for an additional cost.
Customer Care Capabilities
Customers who purchase Digital Commerce Group Catalog can add the following capabilities for an additional cost.
The infrastructure layer for Episerver's Digital Experience Cloud Service is based on Microsoft™ cloud architecture and Microsoft Azure™, including Azure Web Apps, SQL Azure, Azure Blob Storage, and Service Bus*.
Note, Digital Experience Cloud Service is purpose-built for Episerver with a limited set of Azure services available.
*Episerver Enterprise Search (Find) runs on and is provisioned through Amazon AWS™.
Digital Experience Cloud Services require third-party providers to provide certain infrastructure or components, and those may require the user to adhere to as well. The full list of possible Third-Party Providers can be found here – http://www.episerver.com/legal/episerver-dxc-providers.
Customers may require Episerver on-premises development license(s) to be used in conjunction with Digital Experience Cloud, which are available to fully paid customers. Use of Episerver development license(s) requires customers to accept and adhere to the Episerver EULA, which can be found here – http://www.episerver.com/legal/episerver-dxc-eula/. Episerver development license(s) and use thereof does not qualify for any support under the SLA.
NOTE: please note the definition of a "Development License(s)" - a limited License Type that can only be used for non-commercial purpose(s). They cannot be used for any public facing site or server and are typically labeled as, but not limited to, "Partner", "Developer", "Demo", "Demonstration" or "Evaluation" license(s). Customers may install Development License(s) in machine-readable, object code form on non-public facing physical developer computer(s) or on non-public facing virtual developer instance in a virtual operating system environment for non-production, non-commercial Use in a non-Server environment for a single named user and development purposes only. Development License(s) are not subject to a fee under these conditions, but are limited to a maximum of one (1) year. For additional clarity, should a customer install a Development License on any server (regardless if considered a "production" or "non-production" server), or on any computer which is accessed by more than one individual at a single time, that is a violation of the EULA. These examples and use cases require the customer to purchase a full Episerver Server or Instance-bound license(s). Non-production servers (typically labeled as, but not limited to "QAT", "CAT", "Integration", "Development", "Fail-over", "Emergency", "Backup", "Testing") all require full, paid-for Episerver Server or Instance-bound license(s).
Digital Experience Cloud Service includes a Managed Service process and Deployment Environments as steps in that process to ensure governance and segregation of duties throughout the deployment process thus helping ensure the SLA.
All packages include three (3) Deployment Environments per package. Additional Deployment Environments can be added for an additional cost. Additional Deployment Environments an only be used as described in the Additional Deployment Environments section.
Deployments Environments are typically used as follows.
This is the live Production environment. In Production website users will perform authoring of content, using for example the Episerver content publishing flow or Projects, and website visitors can access public content. Production scales automatically, and deployment is done by Episerver.
Episerver uses this environment to test Production deployment, and verify performance and operational functionality. Customers may also use for UAT, load testing, or approved penetration testing. Preproduction scales automatically, and deployment is done by Episerver. Any content added in this environment will be overwritten during an upgrade.
Partners and customer deploy the full solution, as daily builds or continuous releases. Here customers can validate initial integrations with external systems, perform functional testing, and add initial content in the case of a first-time deployment. The integration environment has fixed configuration and no automatic scaling. You can deploy updates to Integration yourself, see the Deploying topic on Episerver World.
Additional Packages can be added for an additional cost. Each Additional Package will replicate the numbers of Deployment Environments described above. The number of Additional Packages that can be included is dependent on the solution package level. Page views and SKU's (for commerce) consumed by the Additional Package will aggregate towards the same total available for the Master Package.
This is an additional environment that is a replica of the primary Integration environment. See the Optional Services section for additional details.
Digital Experience Cloud is built on Microsoft cloud technology, leveraging Azure Web Apps, SQL Azure, Azure Blob Storage, and Service Bus. Any software that you deploy must work within these services. See the Episerver Digital Experience Cloud Service Requirements topic on Episerver World for product requirements. Additionally, Microsoft provides a wealth of information on their platform and services.
See the Episerver Digital Experience Cloud Service Requirements topic on Episerver World for required software versions.
See the Episerver Digital Experience Cloud Service Requirements topic on Episerver World for supported Add-ons.
Note that for the Digital Experience Hub connector's only one (1) Marketing Automation or CRM connector can be used in combination with SharePoint in a single Package. Additional Marketing Automation or CRM connectors can be supported through an Additional Packages.
Applications brought into the Application Environment via code through Visual Studio can be included. Typical integrations go through the API, such as the Episerver Service API or Web Services, over the internet using SSL. Any other third-party software or services not identified in the Episerver Digital Experience Cloud Service Requirements topic on Episerver World must follow the previously described integration approach or be approved by Episerver to be on-boarded to Digital Experience Cloud.
See the Episerver Digital Experience Cloud Service Environments topic on Episerver World for additional information on environments and working with them.
VPN must support IKE version 2.0 on customer side. Dynamic routing is preferred.
Episerver provides a service dashboard where you can register to receive incident updates and view information about platform wide planned maintenance regarding the Digital Experience Cloud Service.
Episerver Managed Services and Support communicates incidents regarding customer specific applications and websites. Customers are notified by email regarding issues and are continuously updated during the progress of the incident.
Episerver provides the following monitoring services:
In case of an emergency, Episerver claims the right to schedule downtime without notice. An emergency is an extraordinary occurrence where Episerver is forced to close down the customer websites or degrade performance of the customer websites for security reasons. Downtime classified as Emergency Downtime is subtracted from the agreed availability of the service.
The Digital Experience Cloud Service uses Azure Web Apps to run Episerver applications and thus aligns with Microsoft patch release cycle. Web Apps do not use the traditional version of Microsoft Windows, but rather a purpose built version with a smaller attack surface. The service relies on Microsoft's standard approach for Azure antimalware to provide real time protection and content scanning.
Microsoft is responsible for patch management. Learn more about Microsoft's Guest OS patch management schedule and the support lifecycle on their website. Episerver works closely with Microsoft for any edge cases involving patching.
Episerver performs regular backups of the application and database. Episerver saves backup copies for thirty-five (35) days after which Episerver does not take responsibility for the backup information (retention 35 days).
Files stored in Azure Blob Storage are not backed up as a part of this process. Azure Blob Storage is disaster resilient as it is replicated both within the data center and to a geo-redundant location.
Episerver does not take responsibility for loss or distortion of information or data other than what is listed in the Supported Products and Services section.
Backup and Retention Schemes
Episerver uses the Azure backup and restore features and manages the related subscription and storage account. You can order a restore your website to a previous state, or create a new website based on one of your original site's backups.
The Web App is backed up is backed up to the Episerver-managed Azure storage account according to the following:
In addition Azure SQL Database automatically creates backups of every active database using the following schedule:
The database backups are replicated to a geo-redundant data center to ensure availability of the backups in the event of disaster. Paired data centers are automatically based on the primary Region chosen during your configuration process and Azure's default regional pairing. Note that not all primary Regions are available with the Digital Experience Cloud Service.
When setting up a customer's Master Package for Digital Experience Cloud Service customers can choose from one of the following locations.
Other locations such as Germany and China are being evaluated based on market feedback. Note, Additional Packages may be deployed to other Regions beyond the one selected for the Master Package.
In the event of a customer website outage within a data center, Episerver will work to restore the service based on a service request. When you open a restore ticket with the Service desk, the application is restored to the most recent backup (RPO 24 hours). See Backup and Retention Schemes above for further details.
Episerver will first look to restore the application within the same data center. If the data center is permanently unavailable a secondary data center will be utilized. Paired data centers are automatically based on the primary Region chosen during your configuration process and Azure's default regional pairing. Note that not all primary Regions are available with the Digital Experience Cloud Service.
Episerver follows a continuous release cycle with new releases typically available every 1-2 weeks. Releases may include both new features and fixes. Customers can upgrade at a cadence that makes sense for their business. The customer or partner is responsible for obtaining and installing software updates and upgrades to the Episerver product through a standard deployment approach.
Standard methods supported by Microsoft Azure and Web Apps can be used within permitted environments. See the Digital Experience Cloud Service Deployment topic on Episerver World for additional information.
See the Episerver Digital Experience Cloud Service topic on Episerver World for information about developing, deploying, and working with the Digital Experience Cloud Service.
Episerver's Expert Services team help ensure that customers and partners are successful in implementing Episerver's Digital Experience Cloud. Expert Services is a global team of consultants who can be contracted to provide best practices guidance or hands-on support to assist your project team in deploying successful projects in the Digital Experience Cloud. For all new projects on the Digital Experience Cloud Episerver recommends the Cloud Accelerator package. You can contact Episerver Expert Services by email at firstname.lastname@example.org or online.
Episerver offers both business user and developer training at an additional cost. Training may be ordered from an Episerver sales representative or from the self-service website.
Episerver also offers online help and has a robust community of active members at Episerver World.
The Managed Service Desk (MSD) team is responsible for the availability of live production environments and to ensure the environments are delivered in a secure best practice configuration. For governance, there is a comprehensive suite of Service Management processes based on Information Technology Infrastructure Library (ITIL). If a problem arises, it is handled by a MSD team member who initially creates a ticket with a unique number in our ticketing system. Technical support staff then ensures that the ticket is kept active and updated as the ticket moves towards resolution.
Digital Experience Cloud Service has multiple teams who specialize in key aspects of the DXC platform. These teams use the same ticketing system for processing service queries and responding to incidents. This minimizes the risk for administrative errors and misunderstandings and ensures that you know the right team has access to your query and incident data when necessary. To maintain information security, only approved personnel have access to the ticketing system, the customer's environments, and individual customer data.
Please refer to the SLA page for more information.
Episerver Digital Experience Cloud Service follows Microsoft Azure compliance standards, and therefore our infrastructure has a wide range of compliance certifications, standards, and supporting processes. For information about Azure compliance see Microsoft Azure Trust Center.
Episerver Enterprise Search follows Amazon AWS compliance standards, and therefore our search infrastructure has a wide range of compliance certifications, standards, and supporting processes. For information about Amazon AWS compliance see AWS Cloud Compliance.
See the End-User Services Agreement ("EUSA") for Episerver Digital Experience Cloud™ (January 14th, 2016) at http://www.episerver.com/legal/episerver-dxc-eusa/ for information on privacy.
See the Security section on Episerver World for information on security.
When a customer places an order with an Episerver sales representative, Episerver provisions the systems. Please contact your Episerver sales representative or the local office to order.