Episerver Digital Experience Cloud Service Description

Updated: Feb 9 2018

1. Overview

The Digital Experience Cloud Software Service includes the Episerver Digital Experience Cloud software platform, a multi-lingual enterprise search engine, a delivery network, web application firewall and managed services. The service varies by various usage parameters and includes at least one Service Instance serving one codebase in one Region, that can be deployed across a number of Environments for various deployment stages.

 

1.1 Digital Marketing tiers

The fees of the Digital Marketing tiers are mainly driven by the amount of traffic generated. These plans are suitable for delivering digital experiences, for example: lead generation websites, brand & informational websites, intranets & extranets, customer service tools, or e-commerce sites that use custom or third-party commerce capabilities.

1.1.1 Variable price parameters for Digital Marketing tiers

The actual price parameters are captured in the Order(s) (as part of the Agreement between Episerver and the customer). See the price matrix for available tiers and parameters

  • Page Views – Committed level of annual page views for the Episerver Digital Experience Cloud Software Service in the Subscription. Page views in excess of the agreed commit will be billed at the contracted overage rate.
  • Service Level Agreement - Committed level of Availability of the Episerver Digital Experience Cloud Software Service.
  • Enterprise Search Languages/Indexes - Committed level of languages and indexes for the Episerver Digital Experience Cloud Software Service.
  • DXH Connectors – Committed DXH Connectors with Episerver Digital Experience Cloud Software Service.
  • Transactional Emails - Committed level of monthly transactional emails with Episerver Digital Experience Cloud Software Service. Transactional Emails in excess of the agreed commit will be billed at the contracted overage rate.

1.2 Digital Commerce tiers

Built on the Digital Marketing capabilities, Digital Commerce tiers add catalog management and optionally; cart, pricing, transactional, order management and promotional capabilities. These are utilized by Retailers, Manufacturers, Nonprofit organizations and B2B companies.

The actual price parameters are captured in the Order(s) (as part of the Agreement between Episerver and the customer). See the price matrix for available tiers and parameters

1.2.1 Variable components for Digital Commerce tiers

  • SKUs - Committed level of SKUs with Episerver Digital Experience Cloud Software Service. SKUs in excess of the agreed commit will be billed at the contracted overage rate.
  • All variable components mentioned in Section 1.1.1 Variable price parameters for Digital Marketing tiers

2. Definitions

2.1 Application Environment

The application environment is all the infrastructure and components required to serve up to 500 sites from one Digital Experience Cloud Digital Marketing or Digital Commerce codebase. The architecture of an Application Environment is covered in more detail in Section 3. Software Service Instance Architecture. All usage metrics and quality metrics (SLA) from use of the site(s) will be tallied against the usage and quality metrics of the Subscription. PPY, OPV (if applicable), SKUs (if applicable), and Transactional Emails will be measured in aggregate towards Usage Terms and Rights and Overage Terms and Price across the Subscription holding the Application Environment.

2.2 Deployment Stage

The development stage is a step in the deployment process that ensure governance and segregation of duties are met as defined in the Roles and Responsibilities Matrix, thus helping ensure the SLA. Each Deployment Stage consists of an Application Environment.

Subscriptions default Deployment Stages are Integration, Preproduction, and Production, and are described in detail in Section 3.7 Deployment Stages.

2.3 Optional Extras

Optional extras are the additional capabilities or Usage Terms and Rights added to the Subscription, Service Instance or Application Environment, for an additional cost. See section 6. Optional Extras for more details about available Optional Extras.

2.4 Overage Terms and price

Overage terms and price are the incremental increase of usage rights, parameters and pricing Customer shall be provided by Episerver on a monthly or Contract Year basis after exceeding the Usage Terms and Rights of the Subscription.

2.5 Page Views and Page Views Per Year

Page Views and Page Views Per Year (PPY) are 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 a Software Service Instance under a Subscription. 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, an additional pageview is recorded as well.

2.6 Software Service Instance

Software service instance is the Application Environment(s) and managed services required to deploy, test and run one Episerver Digital Experience Cloud code base in one Region. All usage metrics and quality metrics (SLA) from use of the Application Environments(s) will be tallied against the usage and quality metrics of the Subscription. PPY, OPV (if applicable), SKUs (if applicable), and Transactional Emails will be measured in aggregate towards Usage Terms and Rights and Overage Terms and Price across the Subscription holding the Service Instance.

2.7 Stock Keeping Unit

Stock keeping units (SKU) are items entered into the Digital Experience Cloud catalog subsystem.  SKUs only apply to Digital Experience Cloud Subscriptions 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.

2.8 Subscription

A subscription is a collection of at least one (1) Service Instance(s). All usage metrics and quality metrics (SLA) from use of the Software Service Instance(s) will be tallied against the usage and quality metrics of the Subscription. PPY, OPV (if applicable), SKUs (if applicable), and Transactional Emails will be measured in aggregate towards Usage Terms and Rights and Overage Terms and Price across the Software Service Instances purchased by Customer.

2.9 Transactional Email

Transactional emails are emails Customer sends through the Subscription email service.

2.10 Usage Terms and Rights

Usage terms and rights are the maximum usage rights Customer shall be provided, measured and charged by Episerver within a Contract Year before Overage Terms and Price apply.

3. Software Service Instance Architecture

More 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.

3.1 Digital Marketing Software Service Instance

3.2 Digital Commerce Software Service Instance

3.3 Infrastructure

The infrastructure layer for Episerver’s Digital Experience Cloud Service is based on Microsoft™ cloud architecture and Microsoft Azure™*.

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™.

3.4 Regional Data Centers

When setting up a Service Instance for Digital Experience Cloud Service, customers can choose from one of the following locations:

Region

West US

East US

Canada

Europe

APAC

Paired data centers are geographically adjacent to the primary data center, and automatically assigned based on the primary Region chosen during the configuration process.

Note: Additional Service Instances may be deployed to other Regions beyond the one selected for the initial Service Instance.

3.5 Third-Party Platform Providers

Digital Experience Cloud Services require third-party providers to provide certain infrastructure or components, and those may acquire the user to adhere to terms and conditions as well.

As a Customer of the Episerver Digital Experience Cloud, the following third-party service providers are part of the Digital Experience Cloud Subscription.

3.5.1 Cloudflare™ CDN

https://www.cloudflare.com/terms

3.5.2 New Relic

https://newrelic.com/terms

3.5.3 Microsoft Azure™

http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=9555

3.5.4 Amazon AWS™ for Episerver Find

https://aws.amazon.com/agreement/

3.6 Digital Experience Hub (DXH)

Episerver will use connectors for third-party marketing and productivity applications and services. There are a number of Episerver DXH connectors available for each type of Subscription.

3.7 Deployment Stages

All Service Instances include a deployment process with one or more Deployment Stages. The deployment process can be extended with Additional Application Environments for an additional cost. Additional Application Environments can only be used as described in the Section 6.2 Additional Application Environment.

Deployments Stages are typically used as follows.

3.7.1 Integration Stage

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. Customer can deploy updates to Integration yourself, see the Deploying topic on Episerver World.

3.7.2 Preproduction Stage

Episerver uses this stage 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 or by Customer using the service management portal. Content in this environment is not backed up, and may be overwritten during deployments and upgrades.

3.7.3 Production Stage

The Production Stage governs changes to 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.

3.8 Updates, Upgrades and Deployment

3.8.1 Product Updates and Upgrades

Episerver follows a continuous release cycle with new releases typically available every 1-2 weeks. Releases may include both new features and fixes. Customers choose when to apply upgrades, The Customer is responsible for obtaining and installing software updates and upgrades to the Episerver product through the standard deployment approach.

3.8.2 Code Deployment

Standard deployment automation tools such as Octopus Deploy and Visual Studio Team Services are recommended for environments in the deployment pipeline prior to pre-production. See the Digital Experience Cloud Service Deployment topic on Episerver World for additional information.

3.8.2.1 Self-service Deployment

Customer can deploy changes directly from Integration to Preproduction, through the Digital Experience Cloud Service Management Portal instead of sending a ticket to the Service Desk. Using Self-service Deployment, Customer does not need to schedule deployments in advance, but can deploy immediately when required. Access to Self-service deployment can be requested on Episerver World.

3.8.3 Developer Guidelines

See the Episerver Digital Experience Cloud Service topic on Episerver World for information about developing, deploying, and working with the Digital Experience Cloud Service.

3.8.3.1 Developer License(s)

Customers may require Episerver on-premises development license(s) to be used in conjunction with Digital Experience Cloud, with Customers in good standing. 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: 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).

3.8.3.2 Find Developer Index(es)

Every Service Instance includes one Find Software Service Developer Index, which can be used together with Developer License(s) for on-premises development of the codebase for a Service Instance.

4. Service Requirements

Digital Experience Cloud is built on a framework of Episerver and Microsoft Azure technologies. Any software that Customer deploy must work within the framework. See the Episerver Digital Experience Cloud Service Requirements topic on Episerver World for product requirements.

4.1 Supported Versions of Episerver Software

See the Episerver Digital Experience Cloud Service Requirements topic on Episerver World for required software versions.

4.2 Supported DXC Connectors and Add-ons

See the Add-on Platform Compatibility topic on Episerver World for supported Add-ons. 

Note: For the Digital Experience Hub connectors, only one (1) Marketing Automation or CRM connector can be used in combination with SharePoint in a single Service Instance. Additional Marketing Automation or CRM connectors can be supported through an Additional Service Instance.

4.3 Supported Products and Services

The Service framework can be extended with compatible .Net based server-side libraries and components. Typical integrations go through the APIs, 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 Digital Experience Cloud Service Environments topic on Episerver World for additional information on environments and working with them.

4.4 VPN

VPN must support IKE version 2.0 on Customer side. Dynamic routing is required.

4.5 Application Monitoring

The service includes application monitoring, which in some cases requires customer specific configuration to effectively monitor the service usage. A Customer is required to follow guidelines from Episerver service engineers, to ensure effective and accurate monitoring for the SLA to be applicable.

5. Features of the Digital Experience Cloud Service

The fundamental features of a Digital Experience Cloud Service Subscription may vary depending on the chosen Subscription type and Tier.

5.1 Digital Marketing Capabilities

Episerver will provide the services to the Customer which will enable the Customer to manage content and marketing campaigns all in one screen. Capabilities included in Customer's Digital Marketing Subscription include:

  • Content Management System (CMS)
  • On-page and in context content editing
  • Drag-and-drop authoring
  • Digital asset management
  • Drag-and-drop form and survey creation
  • Editing and preview for any device or channel
  • Personalization for target audiences and segments
  • SEO metadata authoring with actionable metrics
  • Social channel content distribution
  • Bulk content publishing
  • Campaign management
  • Multi-site management
  • Content reuse between sites, pages and channels
  • Enterprise search and relevance
  • Analytics
  • A/B and optimization tools
  • Language management
  • Version comparison
  • User, role and permission management
  • Reporting
  • .NET and REST API

5.2 Digital Commerce Capabilities

Episerver will provide services to the Customer that will let the Customer 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. Capabilities included in Customer's Digital Commerce Subscription include:

  • Catalog management
  • Inventory management
  • Pricing management
  • Multi-store/Multisite
  • Multi-market
  • Analytics and reporting

5.3 Enterprise Search (Find)

Episerver Enterprise Search (Find) is part of the service, with one (1) index available per Application Environment. A set number of languages and text analysis on those languages is included in each Service Instance 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 Service Instance 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.

Indexed content should be directly related to and relevant for serving pages to visitors. All Indexed content should be owned by or licensed to Customer. Amount of indexed content should be reasonably in proportion to number of pages served. Customer must avoid storing Personally Identifiable Information (PII) data of Data Subjects in indexes. If PII data is stored in an index, Customers have responsibility to inform Episerver so that Episerver can take reasonable measures to protect the data. Additional charges will apply for any measures taken.

5.4 Delivery Network (CDN)

The service includes infrastructure for caching assets such as images and video at the edge of the network closest to visitors to optimize content delivery globally.

All traffic to the Digital Experience Cloud Service goes through the Delivery Network.

See Optional Services section for information on CDN China.

5.5 Transport Layer Security (TLS/SSL)

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 site 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) can also be added for an additional cost - e.g. if separate certificates are needed for each deployment stage.

5.6 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 TSL/SSL topic on Episerver World.

5.7 Virtual Private Network (VPN)

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 Application Environments. See VPN requirements.

5.8 Web Application Firewall (WAF)

The Digital Experience Cloud Services uses WAF to mitigate attacks at the network edge, protecting the Customer’s website from common web threats and specialized attacks before they reach the Customer’s servers.

  • Automatic protection from diverse threats, with default rule sets and automatic rule updates providing Layer 7 protection that is fully integrated with DDoS mitigation
  • Minimal processing times with instant global updates
  • No hardware, software, or tuning required

See the Digital Experience Cloud Service WAF topic on the Security section on Episerver World for additional information.

5.9 Transactional Email

Transactional emails are typically mails triggered automatically from a user’s interactions with the website such as form submissions, email confirmation, order confirmation, shipping notifications, abandoned cart, etc.

A Subscription support a set number of transactional emails per month. Additional emails can be added for an additional cost.

5.10 Transparent encryption of data at rest

All marketing and commerce data stored in Service Instance(s) is encrypted at the storage level to protect against the threat of malicious activity by performing real-time encryption and decryption of the data, backups, and log files.

The encryption key is protected by a built-in certificate, which is not accessible to Customer, or Episerver service engineers.

5.11 Automatic Image Optimization

To speed up page load times, images delivered from the service are automatically optimized to reduce the file size with no noticeable reduction in image quality, and without changing image dimensions.

6. Optional Extras

Customer may elect to receive the following Optional Extras. In the event the Customer elects to receive any Optional Extras, the parties shall discuss and negotiate relevant terms in good faith.

6.1 Additional Service Instance

An Additional Service Instance is a Software Service Instance the Customer may add to a Subscription, with its own code base and Region, where all usage metrics and quality metrics (SLA) from use of the Additional Service Instance are tallied against the usage and quality metrics, Usage Terms, Overage Terms and pricing defined within the Subscription.

6.2 Additional Application Environment

An Additional Application Environment is an Application Environment, the Customer may add to a Software Service Instance. The partner can deploy directly to the Additional Application Environment in the same manner as they would to the Integration environment. Deployments to Preproduction and Production are always initiated from the Integration environment. When the partner or Customer is ready to deploy to Preproduction/Production they must first deploy to the Integration environment.

6.3 Automatic Failover 

Adds the capability for a Service Instance that serves production traffic out of one datacenter, to automatically failover the production Application Environment to a replicated Application Environment in another datacenter in case of a disruption of service. The replicated Application Environment contains the read-only capabilities and components of the source Application Environment, and is continuously updated in terms of content, transactions and code, to ensure it can provide up-to-the-minute continuity.

6.3.1 Read-only replica

The replicated Application Environment serving as a fallback, will run in read-only mode, meaning the Service Instance will not be able to process changes (except logging site activity) until normal operations have been restored, either by the recovery of the source Application Environment, or promotion of the replicated Application Environment.

6.4 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 at an 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.

6.5 Commerce Capabilities

6.5.1 Checkout Capabilities

Where applicable, Customers can add the following capabilities for an additional cost.

  • Create discount campaigns.
  • Discount and promotion types.
  • Add-on payment providers for quick deployments.
  • Reference solution for cart through checkout capabilities.

6.5.2 Customer Care Capabilities

Where applicable, Customers can add the following capabilities at an additional cost.

  • Customer management user interfaces.
  • Manage organizational accounts and users.
  • Tools to service customer and their orders.
  • RMA capabilities.
  • Manage orders for customers.

6.6 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. Episerver cannot support in the application of such ICP #.

China CDN can be added for an additional cost.

6.7 Change Management 24/7

Subscriptions with a lower response time, can add 24/7 support at an additional cost.

6.8 Additional 0.2% guaranteed Availability

Subscriptions with a lower guaranteed Availability can be increased up to 99.9% at an additional cost.

6.9 Episerver Social

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.

Episerver Social can be added for an additional cost.

See the Episerver Social Service Description for more information.

6.10 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.

7. Consulting and Training

7.1 Expert Services

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 the project team in deploying successful projects with the Digital Experience Cloud. 

Contact Episerver Expert Services by email at expert.services@episerver.com or online.

7.2 Onboarding

Upon signing up for the Digital Experience Cloud Service an Episerver DXC project manager will be assigned and notified. The Episerver Account Executive will schedule a Project Kickoff call to begin the Customer onboarding process. The Project Kickoff meeting will provide the Customer with an overview of the service, general service process review (e.g. how to register a ticket), review of project objectives, tips on getting started, and contact methods. The DXC project manager will also ensure that the Customer receives deployment access to the Service Instance(s) included in the Subscription. 

During the Project Kickoff, all parties involved in the project will agree on a communication plan to track progress, recommend use of the software, testing methodology and initial go-live plans. This helps the project moving forward as expected and ensures Episerver is prepared to support the live production system.

7.3 Cloud Accelerator

For all new projects on the Digital Experience Cloud, the Cloud Accelerator package is designed to increase working knowledge around Episerver’s Digital Experience Cloud (DXC), and related as-a-service products, and to provide an accelerated platform for implementations using the Digital Experience Cloud. The package includes a technical overview for configuration and development within the cloud; cloud implementation support; and a pre-launch certification checklist - all tools to help bridge technical and operational gaps and to ensure a firm onboarding process. The cloud technical overview and implementation support includes the setup and configuration of Azure Web Apps specific to Episerver DXC, an overview of code deployment, authentication, Digital Experience Hub (DXH) web services and 3rd party connectors.  The Cloud Accelerator helps establish consistent development and deployment processes aligned with platform capabilities and operational structure, ultimately ensuring solutions are realized on a solid foundation.

7.4 Training and online help

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.

8. Episerver Support

Please refer to the Episerver Services SLA for more information.

9. Service Health and Continuity

Episerver provides a service dashboard where Customer 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.

9.1 Backup copying and loss of data

Episerver takes the responsibility that backup copies of the data files and the production databases included in the Subscription are made daily. Episerver takes the responsibility that such backup copies are saved with Episerver for thirty-five (35) days. Thereafter Episerver does not take any responsibility for the backup copied information.

9.1.1 Additional backup

If Episerver shall take responsibility for the backup copying of other data and/or to any other extent than that stated in the Service Description, such obligation shall be specifically agreed in writing between Episerver and the Customer.

9.1.2 Responsibility for loss or distortion of data

Over and above the responsibilities that Episerver has taken on in accordance with section 4.3 Supported Products and Services, Episerver does not take any responsibility for any loss or distortion of information/data.

9.1.3 Uploaded files

Files uploaded to the service are not backed up as a part of this process. The underlying Blob Storage is disaster resilient as it is replicated both within the primary data center and to a geo-redundant location.

9.2 Backup and Retention Schemes

Customer can order a restore of the Customer’s service to a previous state, or create a new instance based on one of the Customer’s backups.

The Customer deployed code and configuration is backed up every twenty-four (24) hours

In addition, a full snapshot of all content and transactions is automatically backed up at least every week, with incremental changes backed up hourly, and transaction logs backed up continuously.

The backups are replicated to the paired data center, to ensure availability of the backups in the event of disaster.

9.3 Disaster Recovery

In the event of a service outage within a data center, Episerver will work to restore the service based on a service request. When Customer opens a restore ticket with the Service desk, the application is restored to the most recent backup. See Backup and Retention Schemes above for further details.

Episerver will first look to restore the application within the primary data center. If the data center is permanently unavailable, the paired data center will be utilized.

9.3.1 Recovery Point Objective (RPO)

RPO is 10 minutes.

9.3.2 Recovery Time Objective (RTO)

Please refer to the Episerver Services SLA for more information.

9.4 Monitoring

Episerver provides the following monitoring services:

9.4.1 External monitoring

Digital Experience Cloud externally monitors Service Instances and any issues are handled according to the incident management process. See the Incident Management section of the Episerver Services SLA for more information.

9.4.2 Real User monitoring

Digital Experience Cloud may monitor end-user experience by inserting a JavaScript on each page that measures end-user performance.

9.4.3 Application monitoring

Digital Experience Cloud may monitor application resource consumption to ensure acceptable use of the service and improve the platform.

9.5 Service Window and Patching

The Digital Experience Cloud Service uses Azure technology to run Episerver applications and thus aligns with Microsoft patch release cycle. The Service does 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.

10. Service Level Agreement

Please refer to the Episerver Services SLA for more information.

11. Reporting

11.1 General Report

As part of the Service(s) being provided to Customer, Episerver shall report on Subscription usage and quality, commencing from the Launch of the service.  The following shall be reported as a minimum:

  • The measured Quality Metrics of Service Instance(s) under the Customer’s Subscription.
  • The measured Consumption metrics of Service Instance(s) under the Customer’s Subscription.
  • Incident(s) and Problem(s) of Service Instance(s) under the Customer’s subscription.
  • Service Requests of Service Instance(s) under the Customer’s subscription.

11.2 Challenging Report

Should the Customer dispute any portion of the reported data, they shall have fifteen (15) Business Days to give written notice of the dispute to Episerver. Customer must have documented evidence contrary to any Episerver-generated report in order to raise a dispute. Parties agree to resolve any dispute in good faith, and not unreasonably withhold agreement to a compromised resolution.

12. Roles and Responsibilities

See the Roles and Responsibilities Matrix for more information.

13. Compliance

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 compliance see the Episerver Trust Center.

13.1 Enterprise Search (Find)

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 compliance see the Episerver Trust Center.

13.2 Privacy, Security, and Transparency

For information about privacy, security and transparency see the Episerver Trust Center.

14. Ordering and Validity

14.1 Ordering of the Service

When a Customer places an order with an Episerver sales representative, Episerver provisions the systems. Contact your Episerver sales representative or the local office to order.

14.1.1 Provisioning time

If all necessary data to provision this Software Service(s) has been included in the Order, Episerver has a target of provisioning the Customer’s Software Service(s) within 24 hours during business days after the Order has passed all checkpoints within the Order Management System and reached Episerver Managed Services.

14.1.2 Validity and duration of the Service Description

This Service Description shall remain valid as a description of Software Service(s) a Customer may purchase and/or receive from Episerver through the term of any related agreement between the parties, and may be subject to further updates, under the notice provisions of such agreements.  Under such notice provision, Episerver reserves the right to update or replace it as necessary at any time. Changes made to the Service Description or any new Service Description (for example, a replacement of the previous one) shall always enter into force from the date of their publication on the page, or from such notice provision in the agreement, which may apply.

http://www.episerver.com/services/descriptions/episerver-dxc-service-description/.