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Support

We have listed below the support activities that are included or not included in our support for Adobe CQ offering. If you request assistance with an activity that is not included, we may be able to fulfill this request as a Supplementary Service at a predefined hourly rate.

Customer is responsible for obtaining the CQ license directly from Adobe and Customer must have a current maintenance and support agreement with Adobe.  Rackspace does not provide or resale Adobe CQ licenses. At Rackspace’s request you agree to escalate support issue to Adobe if necessary.  The Customer is also responsible for CQ requirements gathering and assessment, business process and content workflow setup and training.

 

CQ Support Requests

Rackspace live support for CQ application v5.x or newer versions is available 24 hours per day, 7 days per week, year round.  In addition, support for the network, servers, devices, and operating system is available 24 hours per day, 7 days per week, year round.

We will support your use of Adobe CQ as follows: 

CQ Installation & Configuration

•    CQ Standard Installation:  Installation and initial configuration of Author, Publish, Dispatcher 
•    Installation of WEB Application Server (JBoss, Tomcat, Apache)
•    Configuration and management of backups
•    Custom monitoring set up based on your purchased services 
•    Configuration of notifications for account activities
•    Initial configuration of replication

 

Rackspace CQ Administration 

•    Initial development of production run book 
•    Assistance with availability of Dev/Staging/Production environments 
•    Creation and set up SSL certificates 
•    24×7 proactive monitoring commensurate with level of service you have purchased
•    CQ Application patching, & upgrades, and scheduled maintenances 
•    Proactive and ongoing recommendations on application and infrastructure optimization 
•    Ongoing basic CQ troubleshooting and support

 

Customers Responsibilities are listed below:

Planning

•    Integration to additional systems or software
•    User acceptance testing
•    Training

Site Administration

•    Creating users and groups
•    Deleting users and groups
•    Changing user passwords
•    Changing default password
•    Deploying custom code
•    Deploying 3rd party applications

Development

•    Creating CQ templates, components 
•    Site design or content creation
•    Content workflow
•    Software development

Support Escalations to Adobe

•    In the event that an issue with the CQ application itself arises that requires support from Adobe, the customer is responsible for contacting and escalating the issue with Adobe.  Rackspace Web Scale Engineer will assist with the troubleshooting/diagnosis and will participate with the customer on all calls and work with Adobe. In order to escalate to Adobe, Rackspace or Customer will potentially share confidential information regarding the Customer with Adobe and Customer explicitly consents to such escalation and the sharing of information.