Sitecore sells digital experience software in three commercial forms: SaaS Products, Hosted Services and installed Software. Its Legal Hub says the company provides a composable platform of SaaS products together with consulting and training services, and also offers certain on-premises software products with the option of hosting them in Sitecore’s managed cloud.[1] The Order Definitions list the product groups: SitecoreAI; other SaaS Products such as Personalize, CDP, OrderCloud, Content Hub, Send, Discover, XM Cloud, Experience Edge, Vercel, Search, Content Hub ONE, Connect, Stream and Dataweavers; Hosted Services (Managed Cloud); and Software (XM/XP/XC).[2] A software asset manager has to track different units for each, and for SaaS products the units are usage metrics set in the Order.
The agreement stack
The Agreement consists mainly of an Order Form, the Master Subscription Terms and Conditions (MSTC) and a Data Processing Addendum.[1] The Order sets out the products and services in scope, the pricing and the subscription terms, and Order Definitions define the product components relevant to the licensing metrics in the Order.[1] The MSTC has six addenda: A (SaaS Products and Hosted Services), a Gen AI Addendum, B (Software), C (Consulting Services), D (Training Services) and E (governing law and geo-specific terms).[1] The order of precedence is the DPA, then the MSTC, then the Order, unless the Order specifically references the language it overrides.[3] The FAQ adds that a customer purchase order does not constitute a binding Order.[4] Sitecore also publishes a Usage Policy for Cloud Products, a Support terms page, uniform SLAs and the Sitecore360 customer success plan.[1] See the contract and entitlement article.
Product families and units
| Family | Main units | Article |
|---|---|---|
| SitecoreAI and XM Cloud | Visits, Experience Interactions, Asset Storage, CDN Use, environments, Concurrent Users and Builds, DAM users and Managed Content Objects | SitecoreAI and XM Cloud |
| XM/XP/XC Software and Managed Cloud | Domains, Environments, concurrent Users, Visits, Azure Spend | Software and Managed Cloud |
| Content Hub, CDP, Personalize, OrderCloud, Send, Search, Connect, Stream, Experience Edge | Power Users, MTU, Events, Order Line Volume, Subscribers, Requests, Tasks | Other SaaS products |
The Sitecore FAQ for SitecoreAI says that XM Cloud will be the core platform with entry-level access to CDP and Personalize, Search and Content Hub, and that all XM Cloud customers are upgraded to SitecoreAI automatically from its launch on 10 November 2025.[5] Existing Orders should be checked to see which Order Definitions metrics apply after that move.
How usage drives cost
The MSTC provides that, unless Addendum B or the Order says otherwise, if the customer exceeds its then-current Entitlement for a Sitecore Product or Hosted Service, then after 15 days’ prior notification it is automatically upgraded to the next applicable pricing tier and invoiced at Sitecore’s then-current retail prices for that tier.[3] For SaaS Products the customer must keep track of its usage and provide it on reasonable request; if the information is not timely or is questionable, Sitecore may use an available market tool at its own expense to gather it.[3] Overage terms in Order Definitions add relief for attack traffic: no overage is owed for Visits or Experience Interactions the customer can show were caused by a distributed denial-of-service attack, provided preventive measures were in place and the attack lasted no more than 24 hours.[2]
Installed Software follows a different pattern. The customer submits an Annual Usage Report of Visits within 15 days after each 12-month period, keeps records for the other metrics, and may be audited by an independent auditor if reports are late or questionable.[6] The Software article describes the mechanics.
Term, commitment and exit
The FAQ states that every Order has a minimum commitment period within the subscription term and cannot be terminated for convenience during it, although termination for cause remains available.[4] On termination of a SaaS or Hosted Order, Sitecore retains Customer Data for 30 days so that it can be retrieved.[7] Customer assignment of the Agreement to a successor on a merger or sale is allowed without consent on written notice if the licence scope does not change and the assignee assumes the obligations.[3] Affiliates may use the products only where the Order states so, and each Order otherwise permits use only by the legal entity named as the customer.[3]
Service levels
SaaS Products carry a 99.90% monthly uptime commitment per production environment, with service credits of 10% of applicable monthly fees below 99.90% and 20% below 98%, claimed within ten days after the month and acting as the sole remedy.[8] Downtime affecting only non-production environments is excluded.[8] Sitecore may update the SLA, but a material decrease in the uptime commitment lets the customer terminate within 60 days of publication with a pro-rata refund.[7]
Hosting, data and related documents
The Agreement Overview states that the location of data is always determined by the customer and that the Data Processing Addendum contains Standard Contractual Clauses used as a transfer mechanism if personal data moves outside the EU.[1] The Usage Policy for Cloud Products describes the constraints on use of licensed SaaS Products or Hosted Services and incorporates the Gen AI Policy.[1] The Sitecore360 plan is described as a customer success plan with consulting and training entitlements and premium support, and Consulting Services Package Descriptions define the scope of purchased professional services packages.[1] After a SaaS or Hosted Order ends, Sitecore retains Customer Data for 30 days for retrieval.[7] These documents are separate from the usage metrics, but they are part of the contractual set that should be collected when a Sitecore relationship is inventoried.
Versioning of the definitions
Order Definitions carry a version number and date (v2.6, 1 July 2026 at the time of retrieval), and the SaaS SLA is also versioned (v1.7, April 2026).[2][8] For the SitecoreAI Visit metric, Sitecore may update the definition or tracking methodology, with at least 30 days’ written notice of material changes that affect billing.[2] Because the documents are published online and the Order refers to them, an asset manager should store the version in force on the Order date and the version current at each renewal.
Practical points for asset managers
- Read the Order together with Order Definitions v2.6: the same word, such as Visit or Environment, has different meanings by product.[2]
- Reconcile Visit counts with the tracking method in use (SDK or content requests).[2]
- Diarise the Annual Usage Report date for each installed Software Order.[6]
- Watch for tier thresholds, because an automatic upgrade can follow overuse.[3]
Out of scope
Sitecore publishes no price list in the documents cited here. The Gen AI Addendum, Consulting and Training addenda, the Data Processing Addendum, support terms, the SitecoreAI-specific SLA and partner resale or agency terms are not covered.