Drupal Support

Planning

Planning service: Yes
How the planning service works: While our support and managed services are largely standardised, we’ve learned as an agency that one size does not always fit all. So as part of any engagement with a new client there are key planning activities we'll conduct: Onboarding - It’s important we understand the objectives of the applications we're supporting. The Onboarding meeting is an opportunity for the team to discuss details, agree on the approach, structure, governance and processes. Responsibility - We’ll make sure that we know who within your organisation has been delegated with decision making responsibility, and who to go for signoff. This will smooth the delivery of work and responses to requests. Communication - While our Service Desk is the main communication tool between Code Enigma and clients we'll also establish other touchpoints. We'll schedule regular Service Reviews between you and our account management team. This is your opportunity to provide feedback for us to gauge how effectively we're delivering your services. We'll ensure we remain aligned with your objectives, and can anticipate and adapt to any changes that may be on your horizon.
Planning service works with specific services: No

Training

Training service provided: Yes
How the training service works: We can provide remote or onsite training for internal Drupal and DevOps teams. Each course is customised to meet your specific requirements and uses your equipment.
Training is tied to specific services: No

Setup and migration

Setup or migration service available: Yes
How the setup or migration service works: We'll start by auditing the application to be supported. We'll look at performance, state of the Drupal application, and integration points. We audit for code compliance against Drupal standards and for performance using New Relic, along with load testing.

We can only support Drupal sites using version control, preferably Git, so we'll audit how version control is being used. We'll formulate a plan for moving the application into version control using either a Git provider of your choice or our own GitLab service.

In this instance, we'll install our open source Drupal deployment scripts onto a dedicated utility server and configure GitLab to execute them with its built-in continuous integration tools. These scripts provide full release devops, so all developers need to do is commit their code and Jenkins takes care of the rest.

We'll then test the application within a multi-stage deployment environment, including backups. Once we are confident of application stability, we will formulate a plan for going live within the new environment, particularly around DNS management.
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: In our CI/CD process there is an emphasis on controls and checks, both qualitative and quantitative. Within the development lifecycle:
All custom code changes run through a peer-review process to ensure that coding standards and security principles are properly applied and to catch possible bugs early.
End-to-end tests or unit tests are created for the features we develop.
End-to-end testing helps verify the complete application and sub-systems flow, increasing the test coverage and confidence in the overall software performance, including cross browser/device compatibility.
Unit testing improves code quality, helping developers to identify the smallest defects that might be present in the units before they go for integration testing.

All developers are familiar with common vulnerabilities, referring to the OWASP Top Ten as a bare minimum. Drupal coding standards are also available, as well as specific documentation for writing secure code for Drupal. We use tools such as Nightwatch for functional testing, BrowserStack or LambdaTest for browser/device compatibility, and axe DevTools and Lighthouse for accessibility testing. You’ll contribute as well through engaging with demos, user acceptance testing and regular feedback sessions to keep us on track with your expectations.

Security testing

Security services: Yes
Security services type: Security risk management

Security incident management

Security audit services

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: Starting with a block of 5 hours a month you'll gain access to our skilled Drupal developers and systems administrators who will be on hand to solve any issues. For example, you could ask us to fix bugs or request minor new developments for your Drupal website. Or you could ask us to help investigate issues with your application’s Linux hosting environment (whether we’re managing it or not). We can also support APIs being used to connect Drupal to other services.

Spent time will be recorded in the Service Desk against the issues resolved. You’ll be able to quickly access details of hours available/remaining in a month from your project overview in the Service Desk. An onboarding session will be run to familiarise the client with the ticketing system.

We can also provide flexibility to extend beyond this time, either by purchasing additional support time (in blocks of 5 hours), or simply on an hourly Pay As You Go (PAYG) basis. An estimate of the PAYG time will be approved through the Service Desk before time is spent on the issue.

As part of our Support contracts we’ll meet regularly to review your support usage KPIs and trend data.

Service scope

Service constraints: We can only support sites using version control.
Clients and their services are required to conform to our ISO 27001 information security policies.
We work as a distributed team so will not normally work onsite.
We're unable to support Windows servers on any hosting platform.
We're Debian Linux specialists, infrastructure running other versions may require migration to a new server.
Security in our hosting service is a shared responsibility between Code Enigma, Amazon Web Services (or other hosting provider), and the client.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Our Service Desk is available 24/7 for users to submit issues, requests and report incidents. Our UK/EU based team is available from 8am to 6pm (UK). We endeavour to respond to support tickets within one working day.
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: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Our web chat tool, Mattermost is WCAG 2.0L compliant. For meeting Web Contact Accessibility Guidelines 2.0 (WCAG), Mattermost has received a third-party “A” rating and is working towards an “AA” rating. https://docs.mattermost.com/overview/compliance.html#accessibility-compliance
Web chat accessibility testing: None
Support levels: All clients have access to the same level of support and Service Level Agreement.

Code Enigma provides all clients with secure, authenticated access to our management dashboard. From this, you’re able to manage your users, access instant chat services, view live systems status dashboards and use our secure file sharing.

This also enables access to our Service Desk which is based on the open source, issue management tool, Redmine.

Our Operations team oversees contract and relationship management for all clients, including scheduling and chairing regular service reviews. These are an opportunity to review and discuss any key issues/incidents, improvement suggestions/requests and problem/root cause analysis. They are also an opportunity for qualitative feedback on how we deliver our services. The frequency of these reviews is agreed with you, but we typically meet with clients monthly.

Resellers

Supplier type: Not a reseller

Staff security

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

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: NQA Certification
ISO/IEC 27001 accreditation date: 30/08/2023
What the ISO/IEC 27001 doesn’t cover: Areas of HR and Finance teams that deal with company data
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
Tackling economic inequality
Wellbeing

Fighting climate change

We choose to base many of our services on AWS due to their commitment to be net zero by 2040. We review the data centres we use against the Green Web Foundation's hosting directory (https://www.thegreenwebfoundation.org/directory/) to look for opportunities to minimise our environmental impact. AWS' approach differs from most other green hosting companies in that it is not only based on offsetting, carbon credits, and tree planting, but also significant investment in renewable energy schemes internationally. We are exploring the prospect of using company funds to subsidise “green” home improvements for our UK employees (replacing gas boilers with heat pumps, solar panel installation, insulation improvements etc.). We reviewed our banks against https://switchit.green/ and have closed our account with HSBC. We currently bank with the Co-Operative, Nationwide, and an investment bank in the North of England, and are investigating Unity Trust and Tide because of their ethical and sustainable approach to banking. We are also official partners of the Eden Reforestation Projects https://www.edenprojects.org/partners?search=Code+Enigma

Tackling economic inequality

Code Enigma is proud to be an ethical employer. It’s rooted deep in our values to be fair and open. That’s why we’re members of the Living Wage Foundation in the UK and also signed up to the Prompt Payment Code.

We have a dedicated training budget per head, enabling our employees to invest in themselves with supported time off in order to obtain further skills in their chosen field.

We are also experts in open source software, we invest heavily via both our time and our mission fund to ensure free software flourishes, which is a major way out of poverty in both the developed and developing world, providing free tools to allow people to train and learn new skills.

Wellbeing

Our company Health & Safety, Dignity at Work, and Diversity & Equality policies are coupled with private health cover for our staff - committed to helping them get the help they need when they need it.

Pricing

Price: £600 to £630 a unit a month
Discount for educational organisations: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Planning

Training

Setup and migration

Quality assurance and performance testing

Security testing

Ongoing support

Service scope

User support

Resellers

Staff security

Standards and certifications

Pricing

Service documents

Cookies on Digital Marketplace

Drupal Support

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Planning

Training

Setup and migration

Quality assurance and performance testing

Security testing

Ongoing support

Service scope

User support

Resellers

Staff security

Standards and certifications

Social Value

Pricing

Service documents