CTI DIGITAL LIMITED

Support & Maintenance for Drupal, Umbraco, Shopify, and Magento

Our experienced support engineers will keep your site secure via our UK based 24/7 ITIL Service Desk. Site support covers security updates, updating features and provides assistance with the selection and configuration of new features, optimisation for performance and design changes to existing templates.

Features

• 24/7/365 ITIL-led Support Desk
• Multi-Platform Expertise
• Structured audits and transition processes from incumbent suppliers.
• Ongoing quality assurance, regression testing, and performance benchmarking.
• Expertise across AWS, Azure, and third-party hosting environments.
• Regular security updates, vulnerability management, and incident response.
• Continuous monitoring, alerting, and optimisation
• Time-based or SLA-driven support with unlimited ticketing options.
• ISO27001, ISO9001, Cyber Essentials Plus, and WCAG-aligned support tooling.

Benefits

• Regular updates and audits protect against vulnerabilities and exploits.
• UK Based Support Team to deliver rapid response
• Transparent pricing models aligned to business needs and scale
• Faster, more reliable platforms improve customer and user satisfaction.
• One trusted partner managing platforms, infrastructure & third parties
• Complements internal development and marketing capabilities.
• Proven experience supporting government, education, and regulated bodies.
• Ongoing advice and optimisation keep your digital services evolving.
• Rapid response and proactive monitoring minimise service disruption

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@ctidigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

168125552846556

Contact

Bethan Cawley
0161 713 2434
tenders@ctidigital.com

About your service

• Service categories:

  Application Development and Deployment

  Software quality and life cycle

  • Automated software quality
  • Software change, configuration and process management
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: - Design & Development for Drupal, Umbraco, Shopify, Adobe Commerce/Magento, and Custom Applications; - Health Check Site Audits for Drupal, Umbraco, Shopify & Adobe Commerce / Magento; - Cloud Support Services (Hosting)
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None. We are flexible in our approach to service delivery and are happy to discuss your unique service requirements.
• System requirements:
  • Drupal 7+ Application
  • Adobe Commerce / Magento 2 application
  • Shopify
  • Umbraco 7+ application
  • Amazon Web Services AWS hosting
  • Microsoft Azure
  • Upsun

User support

• Email or online ticketing support: Yes
• Support response times: Standard Critical Support: 9am - 5pm Monday to Friday (UK time); Enterprise Critical Support: 24 hours / 365 days per year, Monday to Sunday (include UK Bank Holidays)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support Levels Available: Standard Critical Support, Enterprise Critical Support, Reactive Support, Continuous Enhancement.; ; We can handle all aspects including migration, provisioning, configuration, and optimisation of cloud resources. Our proactive approach ensures that your asset remains optimised for performance, scalability, and cost efficiency at all times. - Hosting from £300 per instance/month and support from £700 / month based on a 12-month contract. - Service includes technical account manager or cloud support engineer.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our well-documented onboarding process guides you through a smooth service transition. Training can be conducted virtually or at our Manchester Studio. (or at your premises at additional cost). 1 - Service orientation - General introductions - Key contract identifications - Systems introduction and access - Support service details - Onboarding process and timeline 2 - Systems orientation (on a dedicated workspace for you) - Service desk (reporting faults, checking progress) - Jira (ticket management, project management) - Confluence (documentation, collaboration) - Reporting (SLA performance, budget management)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Application: You will have continuous access to pull a copy from the code repository. ; Documentation: You will have continuous access to export from the Atlassian suite
• End-of-contract process: Application: You will have continuous access to pull a copy from the code repository. ; Documentation: You will have continuous access to export from the Atlassian suite. Handover: 2 x 1-hour webex / conference calls and 3 hours of helpdesk time to help facilitate and handover.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: This is dependent on the buyer's requirements, our services are customisable.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Almost every aspect of the service can be customised to user requirements. This includes the size, specification and support allowances aligned with the service. The platform has an extensible RESTful API which can provide a number of standard integration endpoints as well as data exchange formats including JSON and XML. Additional API endpoints can also be built. Additional work can also include custom integrations and additional Creative Design & UX services as well as user testing and QA.

Scaling

• Independence of resources: For any support and maintenance services, we have robust capacity planning to ensure that we always have the resource at hand to satisfy your requirements. For our hosting services each instance is provisioned independently through Microsoft Azure or Amazon Web Service. Essentially, hosting resources are not shared between multiple customers.

Analytics

• Service usage metrics: Yes
• Metrics types: We take a data-driven approach to support and maintenance for optimum performance, efficiency, and proactive capacity planning. Our metrics are tailored to the service required to ensure you have the information that's most important to you in a digestible package.; ; Google analytics: ; We can integrate Google analytics to allow you to gain a valuable insights. For ecommerce sites this includes checkout goals, how the customers arrived at your site, and customer behaviour.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Adobe/Magento Commerce, Shopify

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Customer environments are logically separated into individual accounts ensuring resources are only accessible to the client account. Only CTI authorised staff have access to these accounts. AWS services are segregated via security management controls at the network and hypervisor level. Services can be connected to using TLS/SSL encrypted channels. Alternatively data-in-transit can be restricted to an IPsec or TLS VPN exclusively.

Availability and resilience

• Guaranteed availability: Standard Critical Support: 9am - 5pm Monday to Friday (UK time) Enterprise Critical Support: 24 hours / 365 days per year, Monday to Sunday (include UK Bank Holidays)
• Approach to resilience: Details on our measures to ensure resilience across our services is available upon request. Our hosting services are provided by Microsoft Azure or Amazon Web Service, however, alternatives are available if required.
• Outage reporting: We report service outages via multiple channels to nominated stakeholders (Typically The Product Owner). Channels include: Automated notifications - Monitoring alert - Jira alert - Email - Text - Manual notification - Call. For example, an outage is reported via email and urgent ticket creation in Jira which alerts all subscribed members of the Jira space.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access Management: We can operate a detailed hierarchy of access permissions. Applications that are 'self managed', allow a superuser to manage others permissions.; Support Channels: We can provide support with Public key authentication (including by TLS client certificate), Identity federation with existing provider (for example Google apps) ,Username or password.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials Plus
• Information security policies and processes: Policies include: Information Security Management System Statement and Policy, Data Protection Policy, AI Policy. We also have detailed Technical and Organisational Measures in place to support our policies and procedures.; Reporting Structure: All employees and contractors are responsible for reporting incidents promptly, these reports are reviewed internally to assess the risk/impact. Our Data Protection Officer, Head of Infrastructure and ISO Compliance Officer are responsible for maintaining the ISMS framework, conducting risk assessments, and ensuring compliance.; Policy Adherence: All employees and contractors complete mandatory information security training upon onboarding, completion is tracked and measured. Department heads are tasked with ensuring that teams follow information security policies and procedures. We have defined routes for escalations and we routinely communicate relevant updates across the business.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: We adhere to Developer best practice and rigorous QA processes to review code before and test after deployment. Regular service reviews capture your requirements to security and make changes to our testing process and identifies remedial work that should take place to reach the new benchmark of compliance.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We adhere to Drupal/Shopify/Adobe Commerce/Magento/Umbraco best practice for deploying patches to our service. The threat is assessed to identify urgency vs impact on a case by case basis.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We implement monitoring tools to provide detailed reports on service performance and on-going vulnerability. Notifications are handled inline with our SLAs. For our hosting, we are monitoring consistently 24 hours a day, 7 days a week. Critical Faults for Severity 1 issues are based on a 24/7 calendar. With a response within 30 minutes and aim to resolve in 3 hours.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Certain service outages have automated recovery response potentially bringing services online within 2 minutes of an issue. We have common workflow process which resolve 80% of all issues. A further 10% of all issues are resolved with Systems administration intervention and only the final 10% of issues usually result in the need to write new code. Issues are reported by automated monitoring, service desk, helpline, or email, with realtime access to incident reports. We also provide regular service performance reports.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment Ltd
• ISO/IEC 27001 accreditation date: Wednesday 10 November 2021
• What the ISO/IEC 27001 doesn’t cover: We confirm that our ISO covers all areas relevant to the service including all assets, staff and facilities involved with the provision of strategic digital services, specialising in the design, development, marketing, hosting and support of websites on behalf of customers.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Centre for Assessment Ltd
• ISO 9001 accreditation date: Thursday 9 November 2017
• What the ISO 9001 doesn’t cover: We confirm that our ISO covers all areas relevant to the service including the provision of strategic digital services specialising in design, development, marketing and support of web applications.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: B028b4f3-ffdf-4b9e-8c93-5bbfc01239f9
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 1099eb7e-cfde-4e28-8a98-ed5b73a2841f
• Other security certifications: Yes
• Any other security certifications: CyberVadis

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Ensuring new workers are informed of their right to join a trade union
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@ctidigital.com. Tell them what format you need. It will help if you say what assistive technology you use.