SLA-aligned digital platform operations
Sitecore Managed Support provides structured coverage for incidents, monitoring, publishing, integrations, performance, releases, defects, and ongoing platform improvement. AuvionTech offers 24/7 support options through engagement-specific severity definitions, response targets, escalation paths, runbooks, access controls, observability, root-cause reviews, and transparent reporting across Sitecore XP, XM Cloud, JSS, Next.js, Azure, and connected services.
Organizations running Sitecore XP, XM, XM Cloud, Content Hub, or headless applications that need reliable technical coverage, platform stabilization, and a structured enhancement path.
AuvionTech provides Sitecore Managed Support through an engagement-specific operating model covering supported environments, service windows, severity definitions, response targets, escalation, access, releases, monitoring, reporting, and ownership. Support can be structured for 24/7 coverage without publishing response promises that have not been agreed in a contract.
Core capabilities
Classify impact, restore service, coordinate stakeholders, preserve evidence, and communicate status through an agreed severity model. High-impact incidents follow explicit escalation and recovery procedures.
Monitor rendering, publishing, search, jobs, APIs, certificates, queues, and critical integrations using actionable alerts. Synthetics, logs, traces, and dashboards support faster diagnosis and capacity planning.
Investigate Core Web Vitals, caching, rendering, query, asset, and integration bottlenecks. Releases use documented evidence, approvals, deployment checks, rollback plans, and post-release observation.
Turn incident and request data into an improvement backlog. Recurring defects, manual operational tasks, fragile integrations, and knowledge gaps become prioritized engineering, automation, and documentation work.
Practical use cases
Each engagement starts with a defined workflow, responsible owners, integration constraints, and measurable acceptance criteria.
Use agreed severities, communication, escalation, evidence collection, recovery, and post-incident practices for high-impact Sitecore and integration failures.
Analyze recurring defects, publishing failures, slow templates, fragile jobs, noisy alerts, integration errors, and deployment risk to create a prioritized reliability backlog.
Coordinate changes with test evidence, approvals, deployment checks, rollback plans, production verification, monitoring, and updated support documentation.
Delivery approach
Confirm the platform, dependencies, environments, access, risks, ticket history, coverage, priorities, responsibilities, and knowledge gaps.
Improve monitoring, severity definitions, runbooks, escalation, release procedures, dashboards, and operational evidence.
Triage requests, restore service, resolve defects, coordinate releases, communicate status, and maintain support records under the agreed model.
Review trends, root causes, alert quality, backlog aging, performance, documentation, and automation opportunities with stakeholders.
Operating model comparison
Track acknowledgement, restoration, recurrence, release success, performance, alert quality, backlog aging, and documentation coverage against the agreed support scope.
| Operating factor | Manual or fragmented approach | AuvionTech approach |
|---|---|---|
| Incidents | Ownership and escalation change during an outage | Severity, communication, evidence, and escalation follow documented procedures |
| Monitoring | Problems are discovered by users or editors | Actionable alerts identify critical failures and dependency risks |
| Releases | Deployment knowledge depends on individuals | Evidence, approvals, rollback, and verification are repeatable |
| Improvement | Tickets close without reducing recurring causes | Trend reviews convert repeat issues into a prioritized improvement backlog |
Technical FAQ
Yes, 24/7 support options can be included. The final agreement defines covered systems, service windows, severity levels, response targets, communication channels, access, escalation, dependencies, exclusions, and client responsibilities before service begins.
Support can cover Sitecore XP, XM, XM Cloud, Sitecore JSS and Next.js applications, Content Hub integrations, search, Azure resources, deployment pipelines, APIs, and connected enterprise services. Coverage is confirmed after a technical discovery and transition period.
Yes. P1 acknowledgement and response targets can be defined in the service agreement based on coverage, platform criticality, access, monitoring, dependencies, and support tier. The website intentionally does not publish an unverified universal target that may not apply to every engagement.
The transition inventories environments, applications, versions, integrations, hosting, pipelines, monitoring, access, certificates, schedules, known defects, ticket history, vendors, business criticality, and existing documentation. Coverage starts only after responsibilities, escalation, communication, and unresolved risks are understood.
Yes. The service can include minor enhancements, technical-debt reduction, automation, performance work, component improvements, integration changes, and release coordination. Incident capacity and planned enhancement capacity should be separated so urgent work does not make the roadmap unpredictable.