A named pod. Measurable P1–P4 SLAs. A 60-day safe takeover. Exceed™ is Arcsen’s managed service for Sitecore — the team that keeps your platform healthy today and ready for SitecoreAI tomorrow, from greenfield builds to rescue projects.
The model
A pod you know by name.
No anonymous ticket queue. Exceed™ assigns a named pod — engineers, a lead, and an escalation path you can put faces to — backed by the certified bench of the Arcsen Sitecore Academy in Cairo and delivery teams in Dubai, Riyadh, Jeddah, and Doha. Support in Arabic and English.
Severity & SLAs
Four tiers. Zero debate.
Critical
Production down or revenue-impacting. Immediate response, all-hands work to restoration.
Major
Degraded performance or a key journey impaired. Same-business-day engagement through to resolution.
Standard
Defects and configuration issues, scheduled against an agreed queue.
Advisory
Improvements, questions, and backlog items, planned into regular releases.
Every tier carries a measurable response and restoration target, published in your agreement — so performance against SLA is a report, not a debate.
The takeover
Sixty days. No cliff.
Discover — weeks 1–2
Access, documentation, and a risk map of the estate as it really is.
Shadow — weeks 3–6
We run alongside your current arrangement — incumbent partner or in-house — with zero service gap.
Own — weeks 7–8
Full responsibility: documented runbooks, SLAs live, pod introduced. Designed for mid-contract transitions.
Coverage
What Exceed™ covers.
Monitoring & incidents
24/7 monitoring, alerting, and incident management with the P1–P4 model.
Patching & upgrades
Version currency, security hardening, and planned platform upgrades.
Performance
Core Web Vitals, caching, and media delivery kept honest month over month.
Content operations
EN/AR authoring support, workflow fixes, and editor enablement.
Enhancements backlog
Small changes shipped continuously — not parked in a queue.
Licence oversight
Consumption tracked so you pay for what you actually use.
Modernization
Run today, SitecoreAI tomorrow.
Exceed™ keeps today’s platform stable while Arcsen Ascend — our factory-method migration accelerator — prepares your path to SitecoreAI, so you never choose between stability and modernization. Not sure where your estate stands? Start with the Free Sitecore Health Check.
FAQ
Before you ask.
Can you take over from another partner mid-contract?
Yes — that is exactly what the 60-day safe takeover is for: shadow first, then switch, with zero service gap.
Do you support on-premise XP as well as cloud?
Yes. XP, XM Cloud, and SitecoreAI estates are all covered — including hybrid setups mid-migration.
What does it cost?
Agreements are tailored to estate size and SLA tier. Every request gets a proposal within 24 hours.
Hand it to a pod you can name.
Talk to Arcsen — proposal in 24 hours
#1 Salesforce Middle East Partner 2024 · Arcsen × Sitecore
