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

£75 a unit an hour

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 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

110728929058171

Contact

Janet Symes
+44 (0) 1512824321
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

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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