Partner Responsibilities and CrownPeak
Support
Version 2.0
Partner Responsibilities & CrownPeak Support
© 2014 CrownPeak Technology, Inc. All rights reserved. No part of this document may be reproduced or
transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any
information storage and retrieval system, without permission from CrownPeak Technology.
CrownPeak Technology
2
Partner Responsibilities & CrownPeak Support
Partner Responsibilities
For partners to successfully deliver and launch a Customer’s website using CrownPeak’s CMS, a
collaboration between the Customer, the Partner, and CrownPeak is required. This document describes
several necessary collaboration points throughout the life of a project launch of the website and the
transition to CrownPeak support. It is critical that partners include these considerations in their
estimates and project planning to ensure that adequate allocation is made for CrownPeak involvement.
A CrownPeak Managing Consultant and Technical Lead will be assigned to every partner-led
implementation to provide support and manage CrownPeak resources. The level of involvement will
vary based on partner’s demonstrated experience with CrownPeak and the complexity of the
Customer’s requirements.
Initiation
Discuss CMS and hosting provisioning requirements with CrownPeak and Customers.
Design
Review requirements and technical design documents with CrownPeak professional services.
CrownPeak will provide architectural recommendations
Build & Test
Follow CrownPeak CMS Best Practices in folder structure and configuration. These are
documented at https://connect.crownpeak.com/developers_and_partners/solutions.
CrownPeak will provide implementation reviews at selected points to provide recommendations
and guidance.
Schedule CrownPeak professional services to perform a comprehensive Architectural Review at
selected points throughout the project. CrownPeak will provide an Architectural Review
document to partner for implementation of necessary changes.
Plan to train the Customer’s end users on CMS operations (workflow, publishing, user groups
and ACLs, etc.) and on how to use the templates and to load content. To do this, CrownPeak
recommends creating a “UAT Preparation Document” which can be used for the basis of
training.
Plan to provide support to the Customer through the content loading period, prior to final
launch.
Launch
Work with CrownPeak to prepare the “Transition to Support” document that describes the site
and is provided to CrownPeak’s support team upon launch.
Work with CrownPeak to prepare the “Go-Live Checklist” that details the plan for launch and
DNS cutover.
Plan on resource availability to support the launch and any issues discovered immediately postlaunch.
Create a support plan with Customer for code that CrownPeak cannot support (See next section
for description and examples)
CrownPeak Technology
3
Partner Responsibilities & CrownPeak Support
Documentation required for a successful launch is summarized below. Examples and templates of these
documents will be provided to partners at the beginning of the engagement. CrownPeak templates or
the partners’ equivalent may be used and must be provided to CrownPeak.
New
Clone of
existing site site
Comments
Project Information Document or
equivalent Technical Design
Opt
Req
Partner’s Requirements & Design document
Architectural Review &
Recommendations
Opt
Req
Prepared by CrownPeak; Partner to
implement recommendations
Implementation & Code reviews
Opt
Req
Prepared by CrownPeak; partner to
implement recommendations
UAT Preparation Document
Req
Req
Prepared by Partner for end-user Training;
Go-Live Checklist & Transition to
Support Documentation
Req
Req
Prepared by CrownPeak in conjunction with
Partner
Deliverable
CrownPeak Technology
4
Partner Responsibilities & CrownPeak Support
CrownPeak Support of Configuration & Code
CrownPeak provides on-going support for all customers on the CMS, including configurations developed
by 3rd-party partners. To successfully provide on-going support services for these partner-led CMS
implementations, it is important that partners follow CrownPeak CMS best practices and provide
sufficient documentation for CrownPeak to understand the architecture and implementation.
There are some components that CrownPeak can support and some that CrownPeak cannot support. A
simple rule of thumb is if it can be edited in the CMS (and this includes javascript) CrownPeak may be
able support it. If it cannot be edited in the CMS i.e. compiled DLLs, minimized library files, CrownPeak
cannot support it. Any compiled code or minimized third party code is limited in scope to verification of
publishing and event logs available in the application logs.
All code must be documented with comments and be described in the Transition to Support Document.
Component
CP Support
Models
Yes
CMS configuration
Yes
CMS UI
Yes
CMS Publishing
Yes
CMS Imports
Yes
CrownPeak Search
Yes
WCO
Yes
Database
Yes
Support for database access and verification and accessibility;
support for provided schema updates; limited support for custom
queries from custom code
CSS / HTML
Maybe
Limited modifications supported. Significant modification done
in conjunction with client or client’s preferred vendor
Maybe
Support for custom written code in conjunction with the client or
client’s preferred vendor;
Third party libraries, plugins, etc. support is limited to calls to
them and publishing items; no support for behavior of third party
plugins;
Non compiled server side
code in the published pages
either in the .aspx page or in
a code behind file that is
non-compiled
Maybe
Done in conjunction with client or client’s preferred developer;
verification of published content; Support limited to the context
of the code and not external, third party resources that may
impact the behavior of the code;
Scheduled tasks, including
use of console apps or cron
jobs;
Maybe
Support for scheduling of tasks; no support for compiled console
applications other than verification of processing, plus any event
information accessible in the server event logs;
Javascript / jquery
CrownPeak Technology
Comments
Some items will require client approval, such as access changes
or user adds;
Limited support for third party hosting;
5
Partner Responsibilities & CrownPeak Support
Component
CP Support
Comments
Third party developed
custom server side code,
including any compiled dlls
or references to custom
code;
No
Limited support to verification of page references from published
content; verification of published files and dates; verification of
event errors and logs;
CrownPeak Technology
6
