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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