Availability

Progress Software targets 99.95% availability for production Sitefinity websites hosted in Sitefinity Cloud during each monthly billing period and uses commercially reasonable efforts to meet this target.
Monthly availability of the production Sitefinity websites hosted in Sitefinity Cloud is calculated by subtracting from 1 the total minutes, in which the production Sitefinity website has returned HTTP status code 5XX in response to a web request to this website (the downtime minutes) for the billing month, divided by 43829.1 (the average number of minutes in any billing month).

• Incident notifications over email - we support sending an automated email to a set of customer defined email addresses that notifies when an availability incident has been detected or resolved.
• Incident notifications for customer owned PagerDuty accounts - in addition to the available functionality to send emails to customers when there is an availability incident, we have added support for notifications to customer owned PagerDuty accounts.

The health of the Sitefinity Cloud application is monitored by health checks that run every minute from 5 different locations around the world. If health checks fail for 2 or more locations within a 5-minute interval, an incident is automatically triggered and the Sitefinity Cloud On-Call team is engaged to resolve the issue.
For more information, see Track website availability (uptime).

Disabling health monitoring due to chronic application issues

As a result of a root cause analysis (RCA), it might be determined that the issue(s) impacting the application's stability and performance cannot be remedied without customer involvement. In such cases, the information on the required measures to troubleshoot, resolve, or mitigate the issue(s) will be provided to the customer via the support case that is open for the availability incident.

If the customer does not take action to address the reported issues and if 3 (three) or more incidents with the same root cause occur within a 14-day period, Progress Software will temporarily disable the health monitoring for the application.

When health monitoring is disabled, Progress Software does not have visibility into the availability of the application and will not provide proactive availability management.

The affected customer may request that health monitoring be re-enabled after demonstrating that the underlying issues have been addressed. Standard support services will be provided to the customer regardless of health monitoring status.

Go-Live of your Sitefinity Cloud application

Health monitoring is enabled after the Go-Live of your Sitefinity Cloud application with one or more websites that are hosted in Sitefinity Cloud. Prior to the Go-Live date, health monitoring is disabled to avoid false-positive alerts during the development phase, when frequent changes and not fully tested code can be deployed to the Production environment.

For more information, see Prepare for Go-Live.

A team of specially trained engineers are on-call 24x7 and can respond to availability and security incidents within minutes to diagnose and resolve reported issues, as well as provide RCA and steps for future prevention, according to the required SLA.

Sitefinity Cloud leverages Azure DevOps for CI/CD automation, with source control and versioning, prebuilt pipelines for code promotion, Production and non-Production environments, a deployment dashboard and comprehensive logs for troubleshooting and detailed analysis.
The build pipeline has a tight approval process and failsafe features for zero-downtime deployments.