This article explains what Dataweavers support takes care of, what your development team or partner is responsible for, and the kinds of requests you can raise with us. To get in touch, see How to contact Dataweavers support.
Our service commitment
Dataweavers provides a Service Level Agreement (SLA) for service availability and performance, as set out in your contract. We monitor your websites 24x7x365 and act on alerts to uphold that SLA.
We also help with the management of your underlying platform and Azure DevOps environments.
Customer code is out of scope
Customer code isn't covered by Dataweavers support unless your contract says otherwise. Customer code includes code, libraries, modules, scripts and third-party software you have chosen to use in your CMS environment.
Your development team or partner should investigate these issues first. If they then think the cause is in the Dataweavers-managed platform, raise a ticket and we'll confirm.
Who is accountable for what
CMS content and code changes
| Task | Accountable |
|---|---|
| Content authoring and publishing: creating, editing and publishing site content in the CMS. | Customer / agency |
| Code development: developing new site code or modifying existing site code, including unit tests and integration tests. | Customer / agency |
| Build and release pipelines: developing, maintaining and supporting the build and release pipelines used for the CMS solution code across all environments, and configuring agreed governance processes in tooling. | Dataweavers |
| Builds and deployments: running builds and deployments to production and non-production environments, and escalating pipeline failures to Dataweavers support. | Customer / agency |
| CMS application administration: CMS administration tasks, including user access, role permissions and workflow configuration. | Customer / agency |
Technology management
| Task | Accountable |
|---|---|
| CMS application management: application platform management. For example, CMS patching, database re-sharding, Solr index builds, scaling out and up content delivery servers or rendering hosts, content rehydration, and providing memory dumps to help developers debug. | Dataweavers |
| Infrastructure management: monitoring, scaling and delivering the underlying infrastructure, including failover, high availability, endpoint security and backup management. | Dataweavers |
| Ecosystem management: overall CMS ecosystem management, including upgrade, release and operational management, provided as a service. | Dataweavers |
| Platform enhancement: improving Azure infrastructure, DevOps pipelines and core platform fundamentals as Microsoft, CMS vendors and others release new features or deprecate existing ones. | Dataweavers |
| Monitoring: CMS platform, Azure environment, end-user performance and website availability, and downstream integrations wired into the code, using the defined tooling. | Dataweavers |
Composable and CMS SaaS
| Task | Accountable |
|---|---|
| CMS SaaS product support: escalating incidents and problems to the CMS vendor's support for SaaS platform issues and remediation steps. | Dataweavers |
| CMS SaaS core configuration and provisioning: managing the provisioning of SaaS environments and projects, and configuring connectivity between them and your headless or traditional solution. | Dataweavers |
| CMS SaaS connectivity: configuring and monitoring secure connectivity between your headless application and CMS SaaS services. | Dataweavers |
Support
| Task | Accountable |
|---|---|
| Service desk and portal: helpdesk, service portal, call logging and ticketing for all in-scope services and technologies. | Dataweavers |
| Incident management: resolving production issues related to performance, infrastructure and site availability. | Dataweavers |
| Problem management (platform): identifying and fixing underlying causes of incidents and SLA breaches. | Dataweavers |
Requests you can raise with us
| Area | Examples |
|---|---|
| Environment | Scaling requests or adjustments; database rehydration; Azure permissions (add, edit, remove); database backup requests; SSL certificate renewals; non-production environment availability issues; general cloud infrastructure maintenance |
| Security | Requests for information; firewall policy changes; IP allowlisting; suspected security incidents; legitimate traffic being blocked (or unwanted traffic getting through) |
| Performance | Speed reports; unusually slow website or CMS; website or a component (for example, search) not working |
| DevOps | Creating branches; changing the release branch; updating release approvals; Git user access (add, edit, remove); investigating and maintaining failed build or deployment pipelines |
Requests your development team or partner handles
| Area | Examples |
|---|---|
| CMS administration (your CMS platform administrator) | CMS users, roles and permissions; CMS security configuration; managing content; personalization and marketing features; issues in custom client functionality |
| CMS development (your development team or partner) | Bugs in customer code; running builds and deployments to production and non-production environments; CMS item serialization; new features beyond the CMS platform's out-of-the-box functionality; UX changes; front-end (browser) performance improvements |