Adobe Managed Services

Adobe Commerce is a platform for delivering ecommerce capabilities that includes robust out-of-the-box features, extensive customizability options, and third-party integrations.

Adobe Managed Services provides hosted and managed application and infrastructure for Adobe Commerce on cloud infrastructure Pro plans.

Benefits

Infographic showing benefits of Adobe Managed Services

Comparison of implementation options

Adobe Managed Services offers key benefits over on-premises and non-managed cloud implementations, including:

  • Enhanced service level targets (SLTs)—Faster response times than standard Adobe Commerce support.
  • Enhanced service level agreements (SLAs)—99.9% application level that regular Adobe Commerce on cloud infrastructure customers get on top of the 99.99% infrastructure level.
  • Designated Cloud Expertise—Managed Services provides customers with a designated Customer Success Engineer (CSE) that serves as an application and cloud infrastructure expert. The CSE works with customers and their partners, providing them with best practices and guidance to accelerate time to market, including:
    • Guide and support through the onboarding process
    • Manage provisioning and platform setup
    • Advise on architectural principles for integrations and customizations
    • Drive incident management and businee continuity
    • Provide event support through planning, execution, and monitoring
    • Cloud support and expertise (proactive optimization, reporting, and best practices)

Review the following infographic for a more detailed comparison of key Managed Services benefits:

Infographic showing a comparison of Adobe Managed Services to other Adobe Commerce implementation options

Roles and responsibilities

Adobe provides a set of services around the provisioning, development, staging, and production of Adobe Commerce on Managed Services systems. For the development and deployment of the solution to proceed as efficiently as possible, it is important that the customer and partner understand and fulfill their roles, as described below:

Customer Partner Customer Success Engineer
Provisioning
Cloud Region Selection Owner Contributor Advisor
Instance Provisioning Owner
Internal Network Configuration and Security Owner
Adobe Commerce Application Provisioning Owner
Adobe Commerce Source Code Access Owner
CDN Service Provisioning Owner
Local development environment Contributor Owner
Development and QA
Requirement gathering and project management Contributor Owner Advisor
Application Development Contributor Owner Advisor
Application Testing Contributor Owner Advisor
Staging & Transition
Code Deployment to development, integration, and Staging Contributor Owner Advisor
Content deployment Contributor Owner Advisor
User-acceptance Test development Owner Contributor Advisor
User-acceptance Testing Owner Contributor Advisor
Custom monitoring requirements Contributor Owner Advisor
Customer-provided SSL Certificates Owner Contributor
Performance and Load Test Development Contributor Owner Advisor
Performance and Load Testing Contributor Owner Advisor
Customization Development and QA Contributor Owner Advisor
Runbook completion Owner Contributor Contributor
Runbook Review Owner
Launch
Go-live checklist Contributor Contributor Owner
Go-live event conference room Contributor Contributor Owner
Production code deployment Contributor Contributor Owner
Production
Production infrastructure monitoring Owner
Principal application monitoring Contributor Contributor Owner
Production event response Contributor Contributor Owner
Infrastructure and operating system-level maintenance Owner
Custom-code maintenance and security patches Contributor Owner Advisor
Provide access to Adobe Commerce Product Updates and Upgrades Contributor Contributor Owner
Applying Adobe Commerce Product Updates and Upgrades Contributor Owner Advisor
Change Approval Board to approve production deployments Contributor Contributor Owner
Production Application administration Owner Contributor Advisor
Tuning production infrastructure Contributor Contributor Owner
Scaling Production architecture Owner
Production Backups and Recovery Contributor Owner
Security and Compliance
SOC-2 Audit of the Service Owner
PCI Certification of the infrastructure Owner
PCI Certification of the customized application Owner Contributor
Security Audits of the core applications Owner Contributor Advisor
Security Audits of the customizations and extensions Owner Contributor
Penetration testing of the customer’s instances of the applications Owner Contributor
Web Application Firewall Rules (WAF) Contributor Contributor Owner
Intrusion Detection Monitoring Owner
Application and DB event monitoring Contributor Contributor Owner
Web Application Firewall Event Monitoring Contributor Contributor Owner
User management and SSO integration Owner Contributor Contributor
Security Event Response Contributor Contributor Owner
Setting up, securing, and maintaining connection to corporate networks and resources Owner Advisor Advisor

Security

The Adobe security stack for Managed Services builds security in at every level using automation and consistency to reduce human error. Development and operations teams automatically inherit security controls from different levels of the stack.

Platform partners, such as Amazon Web Services and Microsoft Azure, ensure maximum security coverage when applying platform customizations, while Adobe’s Managed Services team provides core security services, such as compliance, logging, authentication, scanning, and monitoring, and server security and secure application configuration. See Adobe Commerce Security for more information.

The following diagram shows the Adobe Managed Services security technology stack:

Diagram showing Adobe Managed Services security stack

Upgrade assistance

The Managed Services team plays an active role in helping to plan and assist with the upgrade process. Your Customer Success Engineer (CSE) works with your upgrade project team, including project managers, and developers (internal subject matter experts, Adobe certified partners, or professionals from Adobe Consulting) to help your team ensure proper planning and adherence to best practices during the upgrade.

Managed Services CSEs have worked with Adobe Commerce customers to execute upgrades in large environments. Your CSE can help you leverage expert knowledge to maximize upgrade success while minimizing downtime and reducing overall risk. Additionally, Managed Services CSEs work with your dedicated staging environment for the upgrade so that existing production processes are not impacted while validating the upgrade.

Adobe provides a set of services around the provisioning, development, staging, and production of your Managed Services system. The following table provides an overview of the roles that each participant plays in the upgrade process:

Step Task Customer Development Partner* Managed Services
Plan upgrade Create upgrade project plan Owner Contributor Contributor
CSE provides upgrade template and upgrade plan samples; offers advice and best practices tips.
Determine needed infrastructure changes Contributor Owner
CSE reviews staging and production infrastructure to ensure proper sizing.
Assess upgrade complexity
Identify and document packages, issues & fixes, and 3rd party & custom modules		 Contributor Owner Contributor
CSE provides Upgrade Compatibility Tool reports and recommendations.
Execute upgrade Upgrade infrastructure services
[MariaDB, Redis, Open Search, and Rabbit MQ] (Staging and Production)		 Owner
CSE coordinates infrastructure service upgrades.
CSE schedules conference meeting event for upgrades.
CSE assists with data migration from Production to Staging.
Update Commerce code base and customizations; code recompilation and code refactoring Contributor Owner
Perform post-upgrade checks and troubleshooting Owner Contributor
CSE executes post-upgrade runbook to detect and remediate issues related to upgrade.
UAT and Launch Run performance and security tests Contributor Owner Contributor
CSE assists with load testing by monitoring performance of application and infrastructure.
CSE assists with configuring Commerce Security Scan Tool.
User Acceptance Testing on Staging Owner Contributor Contributor
CSE validates the application and infrastructure are performing correctly post upgrade.
Launch to Production Contributor Owner Contributor
CSE schedules launch conference meeting event.
Post-Launch Contributor Contributor Owner
CSE monitors performance of application and infrastructure.

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