Summary
Key results
At least 99.5% availability guaranteed in each settlement period
24/7/365 service coverage governed by defined incident response and resolution targets
Balancing service continuity with ongoing development
The corporate website serves external audiences, while the intranet provides employees with information needed for internal work. An outage or delayed recovery could therefore disrupt access to content across either channel.
The requirement extended beyond continuity. The client needed regular updates, security patches, and performance improvements while platform development continued. These changes had to be introduced without compromising availability or alignment with legal and security requirements.
Administrators and editors also required practical guidance on configuration, content, and platform use. To bring these operational and user needs under one delivery model, the client selected Sii Poland as its maintenance partner.
Sii Poland was well positioned to take on the engagement thanks to its experience in complex enterprise environments, broad delivery capabilities, and flexible cooperation models. Its Adobe partnership and expertise spanning analysis, implementation, maintenance, consulting, and training provided additional support for managing an Adobe Experience Manager environment over the long term.
Managed operations for both digital channels
Sii Poland assumed operational responsibility for the Adobe Experience Manager environment through a managed service governed by service-level agreements.
The scope of work included:
- Providing round-the-clock operational coverage for the corporate website and intranet
- Managing incidents in line with agreed response and resolution targets
- Applying regular system updates, security patches, and performance improvements
- Maintaining the agreed availability level in each settlement period
- Advising administrators and editors on platform use, configuration, and optimization
- Delivering technical and editorial assistance, including training for routine administration
The supported technology stack included Adobe Experience Manager, Java, Apache Solr, Apache Maven, and Internet Information Services. Covering these components within the same maintenance scope gave Sii Poland the context to investigate incidents across the environment and coordinate technical changes. It also enabled a consistent technical approach across both channels.
Clear service expectations and more efficient administration
Defined service levels give the client clear expectations for availability, incident response, and resolution across both digital channels. This makes platform operations more predictable and helps reduce the business impact of incidents.
Regular maintenance provides a structured way to keep the environment updated and address legal and security requirements. Administrators and editors also receive practical guidance and training, helping them manage routine platform activities more efficiently while Sii Poland remains responsible for ongoing operations.
Key results
- One operating model for the corporate website and intranet
- Coordinated maintenance across Adobe Experience Manager and supporting technologies
- More efficient routine platform management through consulting and training