CTI DIGITAL LIMITED

WordPress Support and Maintenance

Our experienced support engineers will keep your WordPress site secure via our UK based 24/7 ITIL Service Desk. We'll apply WordPress security updates, update contributed plugins, assist with plugin selection and configure new plugins. WordPress Support also includes optimisation for performance and theme changes to an existing template.

Features

• Fully Managed 24/7 UK ITIL led based support service
• 30 minute response time for high priority issues under SLA
• Web support ticketing system, telephone hotline and email
• Flexible support model based on time not tickets (unlimited tickets)
• Simple on-boarding and migration process
• Comprehensive monitoring and reporting
• Extensive public sector expertise
• Release / deployment code quality manager role
• Support of associated infrastructure 3rd party web services

Benefits

• Assurance that the application is secure and up-to date
• Economical model, prioritising tickets and issues
• Single point of contact for support
• Extensive experience of WordPress
• Dedicated Support Team and Account Manager
• Compliments any in-house development team
• Flexible to work with 3rd party suppliers
• Automated security updates and patching
• Unlimited service desk tickets & multiple website coverage

£750 a unit a month

• Education pricing available

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

Framework

G-Cloud 14

Service ID

419674285422657

Contact

Natalie Kennedy
0161 713 2434
tenders@ctidigital.com

Planning

• Planning service: Yes
• How the planning service works: Our support service is split into two stages with an optional service review element if necessary to fulfil your internal business requirement.; ; Our support service begins with a site audit to provide you with an independent review which will ensure you benefit from:; ; Timely security updates;; Quicker implementation of your support requests;; Reduce the possibility of security exploits from badly implemented code;; Improved user experience for your site visitors;; Highlights potential risks for review; ; Our review process covers a number of areas:; ; Have any inappropriate, poor or unused modules been used?; Are there any outstanding security patches that should be applied?; Have snippets of code been used to take shortcuts?; Have contributed modules been manually modified?; Do any of the custom modules look to be non-WordPress compliant in any way?; Have any WordPress architecture methods been implemented incorrectly or poorly used?; Has the theme been well constructed and implemented?; Are there module updates that can be applied?; ; Your report will detail any issues that should be addressed, along with actions that we advise should be addressed. We will follow up the report with a conference call to discuss any questions you may have.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • WordPress
  • Amazon Web Service

Training

• Training service provided: Yes
• How the training service works: We are able to provide a range of training services for administrative users, development teams, marketing personnel.; ; This can be on site with you or at our training auditorium in Manchester.; ; We have a number of set programmes, or can create a tailored programme to unique organisation needs, or for your specific application.; ; Systems and process orientation is included in all of our services.
• Training is tied to specific services: Yes
• Services the training service works with:
  • WordPress
  • Google Analytics

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Having dedicated teams to assist buyers to migrate to the cloud or between cloud providers means we take the pressure away by liaising between cloud providers to make any transition to or between cloud services.; ; We are happy to liaise with the current agency or team on your behalf during the handover to make sure this transition is as seamless and easy as possible for you.
• 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: The Quality Assurance team work closely with the whole team (both buyer and supplier side) ensuring a regular feedback and improvement cycle. This ultimately means our buyers are focussed on feature improvements rather than spotting bugs.; ; Our approach is to manage the process on QA and performance testing as part of our delivery service; ensuring the end product is supplied to the buyer in a state fit for immediate deployment. We use external services to undertake Penetration Testing and performance benchmarking and assess the results against our own expectations.; ; A Quality Assurance manager is involved from commencement and are responsible for defining Acceptance criteria with you and planning how we will test against. Testing forms an integral part of our development process and the QA team are typically involved from the beginning of the project. By including the team as part of discovery and scope definition, we can produce the acceptance tests by which the project is delivered; thus ensuring that acceptance testing during each sprint release is as straightforward as possible. As an integral part of the delivery process, the QA team are active at each stage of the process.

Security testing

• Security services: Yes
• Security services type:
  • Security risk management
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: 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 support covers any WordPress-based sites developed by the buyer or 3rd party supplier. We utilise a web-accessible ITIL driven service support desk. Multiple buyer/user accounts are available for interaction with the service support team. Supported Hosting Services: Amazon Web Services (AWS) or Platform.sh

Service scope

• Service constraints: We are flexible with our approach and staff rotate between working in office and remotely to provide an efficient support service.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard office hours 9am - 5pm Monday to Friday (UK time); P1- Urgent; = 30 Minute response time; Target to restore service in 3 hours; ; P2 - High; = Respond within 1 hour; Begin on technical response within 1 working day; ; P3 - Medium; = Respond within office hours; Begin on technical response within 3 working days; ; P4 - Low; = Respond within office hours; Begin on technical response within 5 working days
• 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: Reactive support time is available in blocks of 5 hours with a discounted price for larger units.; ; 5 hours - rate per hour £140 - amount per month £700 ; 10 hours - rate per hour £135 - amount per month £1,350 ; 15 hours - rater per hour £130- amount per month £1,950; 20 hours - rate per hour £125 - amount per month £2,500; ; We provide an ITIL qualified service desk manager (SDM) and account manager.

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: Centre for Assessment Ltd
• ISO/IEC 27001 accreditation date: 27/11/2023
• What the ISO/IEC 27001 doesn’t cover: Our certification covers 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 from CTI Digital’s Manchester and Lancaster offices.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We’re investing in strategies to become carbon neutral through the schemes operated externally. Employees are encouraged to use modes of public transport where they are required to travel for business, or to care share. Where feasible, meetings are also facilitated remotely utilising a number of online communication tools. Day to day, more of our employees are working from home, reducing our overall carbon emissions; but when travelling into the office we also promote use of the company’s cycle to work scheme, along with rail and tram season tickets. Further we aim to purchase products and services from third party suppliers that share similar environmental positioning goals as our own.

  Tackling economic inequality

  We’re mindful of differing needs of all sections of the community when it comes to employment opportunities - we don’t use any auto-decision making in our recruitment process and no vacancies or roles require a University degree which could otherwise limit employment opportunities for those in deprived areas. Offering true flexible working, whether it be reduced hours or altered working hours to fit with childcare and increased working from home. A training and development fund is provided each year for employees to take advantage of and an allotted number of days which can be used for Continued Professional Development, to gain recognised qualifications. Training days are hosted for clients to join and learn new skills (outside of projects) and we continue to operate ‘Lunch and Learn’ sessions internally, for employees to not only learn topics relevant to their role, but their knowledge across wider business services.

  Equal opportunity

  Our ED&I policy aims to ensure that everyone is aware of our commitment to equality, diversity and inclusion in all our activities; treating all employees and job applicant equally,; All employees are required to undertake mandatory training modules annually. These are: “Equality and Diversity in the Workplace” and “Unconscious Bias”. CTI’s employee-led intersectional ED&I Committee was founded in order to guide CTI on our journey to becoming a truly diverse and inclusive employer, by promoting community and wellbeing for all, championing inclusion throughout the company, celebrating diversity and keeping the Board accountable. They’ll also identify any specific training that they believe would be beneficial for employees to have.

  Wellbeing

  During employment our workforce receive a range of benefits that aid their financial, physical and mental wellbeing. This includes flexible working hours, cycle to work scheme, life cover and annual subscription to Leafyard (mental wellbeing platform). We have a health cash plan to encourage employees to keep healthy, accessing annual health checks and the ability to claim back for everyday health costs (e.g. eye tests, dental etc.); in addition to access to remote GP services and private health care cover. Our employee assistance programme includes a wellbeing portal which gives all employees access to support for stress, mental health difficulties, financial and legal advice. Across all technologies offered, we make active contributions to digital communities and have fostered great relationships within our partner network; both of which our employees are encouraged to be part of as subject to their role and ongoing CPD.

Pricing

• Price: £750 a unit a month
• Discount for educational organisations: Yes

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