Frequently Asked Questions

Signing up is simple!

Visit our pricing page, choose the plan that best fits your needs, and send us an email or fill out our contact form.

Once your form is submitted, someone from the Onecare team will be in touch within 24 hours to start your onboarding process.

Our onboarding process is designed to set your organization up for success and get the most out of your Sitecore support with Onecare.

It begins with a discovery call with the Onecare team to better understand your website, what version of Sitecore you’re on, what challenges you’re looking to overcome, and the overall goals of your organization.

This strategic planning session is to ensure we align with your business objectives from day one.

You will be assigned a dedicated Onecare account manager who will be your main point of contact throughout your support  with Onecare. They will ensure seamless communication and personalized service tailored to your needs.

Your Sitecore journey doesn’t stop after go-live. It’s important to maintain and optimize your site, and upgrade your Sitecore version to remain within the Sitecore support window.

If you don't have an internal Sitecore developent team, consider a Sitecore support partner. Without one, your Sitecore platform risks falling behind, exposing your business to security vulnerabilities, compliance issues, and missed growth opportunities.

Onecare is here to support you when and where you need it. Our team of industry-leading, award-winning experts are here to help you with everything from website and infrastructure maintenance, to customized development and content strategy.

Onecare is available worldwide, with support available during North American business hours. Currently, our team offers assistance exclusively in English.

Onecare offers a comprehensive range of services to maintain, enhance, and optimize the Sitecore platforms of our clients.

Some of these services include: infrastructure evaluations, performance optimization, custom development, content management, security enhancements, and ongoing maintenance and more.

Every Sitecore platfom is unique and comes with no shortage of complexity. Let the Onecare team be your guiding light when it comes to maximizing your investment in Sitecore.

Absolutely! We pride ourselves on our flexibility and client-focused approach to Sitecore support.

Our services can be fully tailored to meet the unique challenges and objectives of your organization, ensuring you receive solutions that are precisely aligned with your needs.

Each different plan has different amounts of hours to allocate to your organization’s needs each month, and we tackle different problems based on the priority you give them.

Results can often be seen as soon as a few weeks after optimization efforts begin, depending on the complexity of the task. We work diligently to ensure you see a return on your investment right away, with ongoing adjustments to maximize your Sitecore platform's performance.

For example, there are several optimizations we’ve implemented for other clients that had immediate results in getting their websites performing at higher speeds and lowering their hosting costs.

Onecare stands apart due to our client-focused proactive approach, industry-leading expertise, and deep commitment to Sitecore.

Onecare works exclusively with Sitecore. You would never go to your GP for heart surgery or ask your accountant to be your hairdresser, in the same way you should never hand your website to an agency that "does-it-all". We specialize 100% in Sitecore. Our team of solution architects, developers, and marketers only work with Sitecore, day in and day out, so you know your site is in the right hands.

Onecare has a team of highly specialized Sitecore experts, solution architects, and multiple Sitecore MVPs that combine deep technical expertise with strategic insights.

This gives our team a strategic advantage, because we deal exclusively in Sitecore and our experience shows it. We utilize advanced diagnostic tools, innovative problem-solving techniques, and industry best practices to ensure robust solutions tailored to tackle specific difficulties your Sitecore site faces.

Requesting support or maintenance services is straightforward with Onecare. Simply access your client portal on our website to submit a ticket.

Your dedicated account manager will assign it to the best person on the Onecare team to handle your issue. The response time for each submission depends on the pricing tier, with our Evolve package given the highest priority. Click here to see our different plans.

Our typical response time for a support request is within 24 hours.

For priority issues, we strive to respond even quicker, ensuring that any critical needs are addressed promptly to minimize any impact on your operations.

Please note, we will respond to a ticket promptly, but depending on the complexity of the problem, it might take longer to resolve.

Onecare takes your security seriously.

We implement the latest security protocols and best practices, including regular security audits, vulnerability scans, and updates to safeguard against potential threats.

We also provide ongoing training for our team to stay ahead of the latest security trends and technologies.

For urgent issues, you can mark your support request as 'URGENT' in our client portal. These requests are prioritized and escalated to our senior technical team to ensure a rapid resolution.