Connect Internet Solutions Ltd

Umbraco Support

Umbraco support and maintenance provides a cost-effective, convenient way of looking after all your Umbraco content management system support needs, assuring you of a quick turnaround for any changes you request to assist with continuous website development and improvement. The service can be applied to Connect-hosted, client-hosted and third-party-hosted sites.

Features

  • Convenient and no-fuss to request Umbraco Support
  • Umbraco Support completed quickly and within agreed response times
  • Experienced Umbraco Support team
  • Umbraco Certified Partner
  • Dedicated Service Manager and Help Desk
  • ISO9001 accredited process
  • Transparent, online issue-logging
  • Clear monthly reporting and audit trail of support activities performed
  • Connect holds Cyber Essentials certification
  • Wide range of services

Benefits

  • Economical Umbraco Support solution
  • Quick turnaround
  • Benefit from experience and recommendations of our Umbraco Certified team
  • Wide service range: software upgrades/patching, accessibility testing, consultancy
  • Flexible distribution of support time over contract term
  • Flexible contracts – each contract is tailored to customer need
  • Secure access to remote hosting, if required
  • Certified Umbraco Partner

Pricing

£75 a unit an hour

Service documents

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 gcloud@connectinternetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

1 1 0 7 2 8 9 2 9 0 5 8 1 7 1

Contact

Connect Internet Solutions Ltd Sam Mooney
Telephone: +44 (0) 1512824321
Email: gcloud@connectinternetsolutions.com

Planning

Planning service
Yes
How the planning service works
Planning is covered at project initiation meeting, identifying client requirements, establishing strategic objectives and identifying key success measures. Our experience enables us to advise on key issues and risks and plan the best way forward.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
The following training support can be provided:
1. In-line help within the CMS interface
2. A structured walkthrough on system set-up (delivered either remotely or face-to-face)
3. Umbraco CMS training manual
4. Simple User Guide for using the issue-logging system
5. Face-to-face training options are also available. We offer training off-site at customers’ premises
6. Train-the-trainer options are also available
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We will liaise with client and other third parties to obtain documentation, filestore and database for set up at Connect.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We can perform load testing, accessibility testing and functional testing dependent on client requirements.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Our Umbraco support services allow access to a multi-disciplinary team to support you whether you want to make improvements to your Umbraco site, fix a problem, simply keep it up-to-date or even plan for its future.

All or any of the following can be undertaken:
Enhancements - For example, implementing changes to branding or look-and-feel, template/page layouts, manipulating or scaling images, generating banners, etc or adding new functionality, fixing problems, database changes, integration, adding plug-ins, upgrading components, liaison with third parties, etc
CMS support and content services - For example, advice on using the CMS, support for CMS editors, content updating/editing, user management, housekeeping
Consultancy - For example, accessibility testing, cookie checking, social media strategy, website analytics, search engine optimisation etc

Helpdesk/support: 9am to 5pm Monday to Friday (excluding bank holidays)
Hosting support: 8am to 6pm Monday to Friday (excluding bank holidays)
Tickets can be logged 24/7

Service scope

Service constraints
There is a minimum contract period of six months.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response time:
2 hrs for critical support requests during normal working hours;
4 hrs for non-critical support requests.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Included:
Helpdesk: 9am to 5pm Monday to Friday (excluding bank holidays)
Hosting support: 8am to 6pm Monday to Friday (excluding bank holidays) Tickets can be logged 24/7

Out of hours support response (extra cost - see pricing document): 24/7

Contact details for Service Manager will be supplied.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
15/07/2020
What the ISO/IEC 27001 doesn’t cover
Our ISO27001 accreditation covers only web hosting server platforms, their operation, management and control.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Fighting climate change

Fighting climate change

» Cycle-to-Work scheme.
» Use of videoconferencing to reduce environmental impact of travel.
» Energy saving lighting.
» Electronic communication.
» Local suppliers (where required) used to reduce transport impact.
Covid-19 recovery

Covid-19 recovery

» Providing face masks, lateral flow tests to staff so they can take responsibility and be considerate of the community around us.
» Home-working option.
» Taking on new staff to be trained to address skills gaps.
Tackling economic inequality

Tackling economic inequality

» Work experience for young graduates of local Universities. 5 interns taken on since 2012.
Equal opportunity

Equal opportunity

» Equal Opportunities policy.
» Disability Confident Committed Employer.
» Accessible solutions.
Wellbeing

Wellbeing

» Staff benefit from: free eye care vouchers, free organic fruit, cycle to work scheme.
» Encouraging inclusivity/harmonious workplace with social events for staff.
» Option for home-working.

Pricing

Price
£75 a unit an hour
Discount for educational organisations
No

Service documents

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 gcloud@connectinternetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.