JUICY MEDIA LIMITED

Digital Commerce - WooCommerce

Juicy Media provides end-to-end WooCommerce development, from store setup and theme builds to bespoke plugins, checkout optimisation, and payments, shipping, and ERP integrations. We improve performance, security, and UX with scalable architecture, accessibility best practice, and robust testing. We also deliver migrations, support, training, and ongoing enhancements.

Features

• eCommerece
• WooCommerce
• Payment Gateways
• ERP/CRM/PIM integrations
• SEO & analytics (GA4, GTM, schema, feeds)
• Shipping & fulfilment integrations (DPD, Royal Mail)
• Custom theme development (Gutenberg-first)
• Bespoke plugin/module development
• Product catalogue, variations & attribute modelling
• Subscriptions, memberships & bookings setup

Benefits

• Faster time to launch with a proven delivery process
• Higher conversions through better UX and checkout performance
• Improved site speed (Core Web Vitals) for SEO
• Secure-by-design builds with reduced risk of compromise
• Scalable architecture that supports growth, peaks, and new features
• Better content control for non-technical teams
• Ongoing support and proactive monitoring to minimise downtime

• 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 adam.smethurst@juicymedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

421884463623890

Contact

Adam Smethurst
0161 464 9252
adam.smethurst@juicymedia.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
• Multi cloud support: Yes

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: Extensions include but not limited too: payments (Stripe, PayPal, WooPayments), shipping/fulfilment (DPD/Royal Mail, ShipStation), subscriptions and memberships, bookings, email marketing (Klaviyo/Mailchimp), SEO (Yoast/Rank Math), product feeds (Google/Facebook), advanced filtering (FacetWP), loyalty and automation (AutomateWoo/Points), wholesale/B2B pricing, and security (2FA, CAPTCHA, cookie tools).
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Plugin/theme updates, needs to be maintained on a continuous basis. ; Ongoing maintenance: frequent updates (WP/Woo) need testing, change control, and rollback plans.; Security: attack surface (plugins, admin accounts); needs hardening, monitoring and WAF.
• System requirements:
  • A supported web browser (Chrome/Edge/Firefox/Safari)
  • Admin access to your domain/DNS
  • Email service for transactional mail
  • Payment provider account(s)
  • PHP/MySQL-capable hosting
  • No mandatory buyer licences, AV, or VM tooling

User support

• Email or online ticketing support: Yes
• Support response times: Standard requests (how-to guidance, minor configuration, content/admin help) are acknowledged within 4 business hours and typically resolved within 1–2 business days. Priority issues (checkout errors, payment failures, broken fulfilment integrations, security concerns) are acknowledged within 1 hour during business hours, with regular updates until fixed or mitigated. Critical incidents impacting sales are triaged immediately, with a workaround target within 4 hours where possible. We also schedule monthly maintenance for updates, backup checks, and performance health checks, and agree bespoke SLAs for launches and campaigns including weekends by prior agreement. Monitored and supported 24/7/365.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We have tested live chat and web-chat journeys with users of assistive technologies as part of WCAG-aligned usability assurance. This has included moderated testing with keyboard-only users and screen reader users (primarily NVDA and JAWS on Windows, and VoiceOver on iOS/macOS), focusing on opening/closing chat, focus management, reading order, message input, error handling, notifications, and transcript access. We validate that the chat widget is operable without a mouse, provides clear labels and status updates, avoids focus traps, and supports zoom/reflow. Findings are captured as actionable issues, prioritised, and retested after fixes, alongside automated and manual accessibility checks.
• Onsite support: Yes
• Support levels: 1) Essential Support (Standard) – £295/month; Email/ticket support, business hours (Mon–Fri, 09:00–17:30 UK); Monthly security/core/plugin update window (staging-first); Target response: 1 business day (P2–P4), 4 business hours (P1); ; 2) Business Support (Enhanced) – £695/month; Email/ticket + scheduled support calls; Proactive monitoring (uptime, errors), performance checks, priority patching; Target response: 4 business hours (P2–P4), 1 business hour (P1); Includes 4 hours development/support time per month (then £695/day pro-rata); ; 3) Mission-Critical Support (Premium SLA) – from £1,495/month; 24/7 incident triage for critical issues (checkout/payment outages, security); On-call rota, hotfix releases, enhanced monitoring and alerting; Target response: 15–30 minutes for P1, hourly updates until mitigated; Includes 8 hours per month (then £695/day pro-rata); ; Cost notes; Additional hours: £695/day (or £95/hour by agreement); Launch/campaign weekend cover: priced as a short-term add-on (e.g., £350/weekend standby + time used); ; Technical account manager / cloud support engineer; Essential: assigned support lead (named primary contact); Business: named senior engineer + quarterly service review; Premium: Technical Account Manager included (or can be added to other tiers), plus access to a Cloud/DevOps support engineer for hosting, WAF/CDN, backups, and resilience.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Kick-off and discovery session: confirm goals, products, shipping, payments, tax and operational workflows.; ; Store setup and configuration: WooCommerce settings, roles/permissions, and essential integrations (payments, email, shipping).; ; Guided content onboarding: templates for products, categories, pages, and promotions, plus import support if needed.; ; Training: remote online training as standard (recorded sessions available); onsite training can be provided by arrangement.; ; Documentation: step-by-step user guides for day-to-day tasks (orders, refunds, product management, promotions) and admin runbooks for releases and updates.; ; Go-live support: launch checklist, smoke testing, and hypercare period to support the team during the first weeks.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Docx
• End-of-contract data extraction: Users can extract their data at end of contract in standard, portable formats.; ; WooCommerce exports: Products, orders, customers, coupons and reports can be exported via built-in WooCommerce tools and approved export plugins (CSV).; ; Database export: We provide a full MySQL/MariaDB dump of the WordPress + WooCommerce database (including order history and settings).; ; Media/files export: A complete copy of /wp-content/ (uploads, themes, plugins) and any custom code repositories can be provided.; ; Analytics/integration data: Where integrations store data externally (e.g., CRM, email marketing, fulfilment platforms), we support exporting from those systems as required.; ; Handover pack: On request we provide configuration notes, environment details, and deployment/runbook documentation to support migration.; ; Exports are delivered securely (encrypted transfer or secure download) and we support a planned offboarding window to minimise disruption.
• End-of-contract process: At contract end we follow a controlled offboarding and handover process to ensure service continuity and clean separation.; ; What happens at the end of the contract; ; Notice & exit plan agreed: confirm end date, responsibilities, and handover timetable.; ; Data export & handover pack: provide agreed exports (CSV + DB dump + /wp-content + documentation) and migration notes.; ; Access transfer: hand over admin credentials, DNS/SSL ownership (if we manage them), API keys, and third-party integrations.; ; Migration support window: we support your new supplier/hosting team with Q&A and validation checks.; ; Decommission (if hosted by us): after written confirmation, we disable accounts, revoke keys, and securely remove data in line with retention obligations.; ; Included in the contract price; ; Standard offboarding management; ; One full set of agreed exports; ; Handover documentation pack; ; Up to 2 hours remote handover support/Q&A; ; Additional costs (if required); ; Extra engineering time beyond included handover (e.g., complex migrations, re-platforming, bespoke export formats); ; Extended parallel-running or temporary hosting beyond the end date; ; Specialist security/compliance reporting, archive requests, or forensic extracts; ; Onsite handover/training (travel/time) and out-of-hours support
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: UX & layout: Mobile-first responsive design, simplified navigation, touch-friendly controls, and optimised product/checkout layouts.; ; Performance: More emphasis on Core Web Vitals on mobile (LCP/INP/CLS), image optimisation, lazy loading, and reduced script weight.; ; Checkout experience: Mobile-optimised form design (autofill, input types, fewer steps) to reduce abandonment.; ; Accessibility: Extra checks for zoom/reflow, large text, and screen reader behaviour on iOS/Android.; ; Testing matrix: Desktop browser coverage plus real-device testing on common iOS/Android devices and varying network conditions.; ; Features: Some payment methods (e.g., Apple Pay/Google Pay) and wallet flows are more prominent on mobile; we validate end-to-end.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Customer-facing interface: Your public website storefront (product pages, basket, checkout, account area) on desktop and mobile.; ; Admin interface: The WordPress/WooCommerce dashboard for managing products, orders, customers, stock, content, promotions, and reports.; ; Support interface: A ticketing/email channel (and optional shared Teams/Slack) for requests, incident reporting, and change approvals.; ; Integrations interface (where needed): APIs/webhooks and plugin connectors for payments, shipping, CRM/ERP, and marketing platforms.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Moderated sessions using NVDA/JAWS (Windows) and VoiceOver (iOS/macOS), plus keyboard-only and screen magnification/zoom testing.; ; We focus on real user journeys: navigation, search/filtering, product pages, basket/checkout, forms and error messages, account areas, and any widgets (e.g., cookie banners or web chat). We validate focus order, no focus traps, labels/instructions, status announcements (e.g., “added to basket”), contrast, reflow at 200–400%, and consistent heading/landmark structure. Findings are logged as issues with severity, remediated, then retested to confirm compliance against WCAG 2.2 AA.
• API: Yes
• What users can and can't do using the API: Set up core commerce data: create/update products, variations, categories, attributes, tags, images, pricing, and stock.; ; Manage orders: create orders, retrieve order status, update fulfilment details, add notes, and trigger status changes (e.g., processing → completed).; ; Customers & accounts: create/update customers, addresses, and metadata (subject to permissions).; ; Coupons & promotions: create and manage coupons and basic rules.; ; Reporting (read): pull orders, customers, products, and totals for BI or dashboards.; ; Automation & integrations: sync with ERP/CRM/PIM, fulfilment providers, and marketing tools using webhooks + API.; ; How users can set up the service through the API; ; Authenticate using API keys (consumer key/secret) or OAuth, typically over HTTPS.; ; Bootstrap catalog data (products, categories, attributes), then seed stock, pricing, shipping classes, and basic coupons.; ; Register webhooks for order/payment/stock events (where supported) to keep external systems in sync.; ; How users can make changes through the API; ; Update product data (price, stock, descriptions, images), publish/unpublish items, and manage variations.; ; Update orders (status, fulfilment metadata, tracking fields) and create refunds (where enabled/allowed).; ; Maintain customers and segment using metadata (subject to GDPR and business rules).; ; Workflow rules: order state changes may be constrained by payment gateways, refunds policy, and fulfilment processes.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What can be customised; ; Storefront UX/UI: theme, templates, page layouts, navigation, product page design, checkout flow.; ; Content & merchandising: products, categories, attributes, filters, banners, landing pages, blogs, promotions.; ; Commerce rules: pricing, coupons, shipping methods, delivery zones, taxes (via configuration), stock rules.; ; Customer experience: emails, account area, returns messaging, FAQ/help content.; ; Integrations: payments, shipping/fulfilment, ERP/CRM/PIM, analytics, marketing automation.; ; Security & performance: caching/CDN, WAF rules, access controls, backups, monitoring and alerts.; ; How users can customise; ; No-code/low-code: via the WordPress + WooCommerce admin, block editor (Gutenberg), and approved plugin settings.; ; Configuration-by-request: we apply changes through a controlled change process (ticket → estimate → implement → test → deploy).; ; Custom development: bespoke plugins, custom endpoints, theme overrides, and integration work in a staging-first workflow.; ; Who can customise; ; Client users: content editors, merchandisers, and store managers (role-based permissions).; ; Client technical admins: manage settings and users (where agreed).; ; Juicy Media specialists: developers/DevOps/accessibility specialists for code-level, security, performance, and integration changes.

Scaling

• Independence of resources: Resource limits and scaling: We set CPU/memory limits, PHP-FPM worker caps, and database connection limits; for higher-demand sites we use autoscaling patterns.; ; Caching and edge delivery: Full-page caching (where appropriate), object caching (e.g., Redis), and CDN offload.; ; Rate limiting & WAF controls: Throttling for abusive traffic.; ; Queue-based processing: Heavy tasks are scheduled and queued to avoid peak-time contention.; ; Monitoring & alerting: tracking CPU, memory, disk I/O, DB health, response times, error rates to detect contention early and increase capacity before it affects users.; ; Change control: High-risk updates and campaigns are planned with capacity checks and rollback options.

Analytics

• Service usage metrics: Yes
• Metrics types: Availability: uptime %, incident count, time to detect/acknowledge/restore (MTTD/MTTR); ; Performance: page load times, server response (TTFB), Core Web Vitals (LCP/INP/CLS), slow queries; ; Reliability: PHP/app errors, 4xx/5xx rates, checkout error rate, failed cron jobs/background tasks; ; Commerce: orders, revenue, conversion rate, cart/checkout abandonment, average order value, refund rate; ; Payments & fulfilment: payment success/failure rates, gateway errors, dispatch/tracking sync health; ; Security & hygiene: update/patch status, vulnerability alerts (where tools in place), blocked traffic/WAF events, admin login events; ; Operational: backup success, restore test status (if included), storage usage, capacity trends; ; Accessibility (where in scope): key WCAG issues found/resolved and regression checks after releases**
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • 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

Data importing and exporting

• Data export approach: Users export their data using standard WooCommerce/WordPress tools.; ; WooCommerce built-in exports (CSV): Products can be exported/imported from the Products screen. Orders and customers can be exported via WooCommerce reporting/exports and approved export plugins where required.; ; WordPress exports: Pages, posts, and other content can be exported using WordPress Tools (WXR/XML).; ; Full database export: We provide a MySQL/MariaDB dump containing all WooCommerce data (orders, customers, settings, metadata).; ; Files/media export: We provide a copy of /wp-content/ (uploads, themes, plugins) and any custom code repository.; ; Secure delivery: Exports are transferred via encrypted download, SFTP, or a customer-provided secure storage location.
• 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
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Standard (Managed Hosting / Business Support): 99.9% monthly availability; Measured at the public storefront (HTTPS) using independent uptime monitoring at 1–5 minute intervals.; ; Mission-Critical (Premium SLA): 99.95% monthly availability; Includes enhanced monitoring, on-call incident response, and pre-planned maintenance windows.; ; Planned maintenance is scheduled out of hours where possible and excluded from SLA calculations when pre-notified.; ; SLA excludes outages caused by third parties (payment gateways, DNS registrars, upstream carrier issues), client-side changes, force majeure, or abuse/attacks beyond agreed protections.; ; Refunds / service credits if we miss the SLA; ; We provide service credits (deducted from the next invoice), calculated on the monthly hosting/support fee for the affected service:; ; 99.9% tier:; 99.0%–99.89% → 10% credit; 98.0%–98.99% → 25% credit; <98.0% → 40% credit; ; 99.95% tier:; 99.0%–99.949% → 15% credit; 98.0%–98.99% → 30% credit; <98.0% → 50% credit; ; We also provide an incident report (RCA) and corrective actions for any SLA breach.
• Approach to resilience: Our WooCommerce service is designed for resilience through layered controls across infrastructure, application, data, and operations, aligned to the UK Government cloud security principle “Asset protection and resilience.”; ; Resilient service design; ; Redundant architecture: Separate web/app and database tiers where appropriate, with load balancers and health checks to remove failed nodes.; ; Fault isolation: Environment separation (dev/stage/prod) and least-privilege access to reduce blast radius.; ; Backups & recovery: Automated, encrypted backups (database + files) with defined retention, plus routine restore testing.; ; Disaster recovery: Documented DR runbooks with target RTO/RPO agreed by tier; rapid rebuild via Infrastructure-as-Code where used.; ; Performance resilience: CDN + caching (page/object), image optimisation, and queueing for heavy jobs (imports, feeds) to prevent overload.; ; Security resilience: WAF/bot protection, rate limiting, patch management, MFA, and monitoring for anomalous access.; ; Operational resilience: Change control, staged deployments, rollback plans, and “freeze windows” around major campaigns if needed.; ; Monitoring & alerting: Uptime, latency, error rates, DB health, disk/IO, and dependency checks with defined incident response.; ; Datacentre / hosting resilience; ; Where we provide managed hosting, we use cloud platforms or hosting providers with resilient datacentre designs and options for multi–availability zone/region deployment for higher tiers. Specific datacentre locations, certifications, and topology can be provided on request.
• Outage reporting: Our service reports outages through multiple channels, depending on the support tier:; ; Public dashboard: We can provide a client-facing status page (e.g., “Status” site) showing current availability and recent incidents for the storefront and key dependencies (checkout, payments, integrations).; ; API: Where required, we expose uptime/health results via a simple JSON endpoint (or integrate with your existing monitoring/ITSM tooling) so your teams can consume status programmatically.; ; Email alerts: Automated email notifications are sent when monitoring detects downtime or critical error thresholds, with follow-up updates and closure notes once resolved.; ; For Business/Premium tiers we also provide incident timelines, root cause summaries, and post-incident actions as part of the outage report.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We restrict access using role-based permissions and least privilege across all management interfaces and support channels. WordPress/WooCommerce admin access is limited to named users, protected by MFA, strong password policy, IP allowlisting where appropriate, and audited admin activity logs. Hosting and cloud consoles use separate accounts, MFA, just-in-time access for elevated tasks, and periodic access reviews. Support channels use ticketing/email with controlled distribution lists, verified identity checks for sensitive requests, and secure sharing of credentials via approved secret managers. Access is promptly revoked on role change or exit, with joiner/mover/leaver records retained.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Juicy Media follows an UCAS accredited ISO 27001-aligned information security management approach, supported by documented policies, procedures and regular assurance. Governance sits with senior management: the Technical Director is accountable for policy approval and risk acceptance, with day-to-day oversight by the security lead and delivery leads. We operate formal policies covering: Organisational security (roles, risk management, supplier assurance, incident response), People security (pre-employment checks where appropriate, NDAs, onboarding/offboarding, least-privilege access, mandatory security awareness), Physical security (secure working, device management, controlled access to offices/hosting), and Technological security (secure configuration, patching, vulnerability management, encryption, logging/monitoring, backup and recovery, access control and MFA).; ; We ensure compliance through induction and refresher training, role-based access reviews, change control, secure SDLC practices, peer review, and periodic internal audits. Effectiveness is measured via an Information Security Measurement and Metrics Procedure covering patch status, backup success, incident trends, access review completion, and vulnerability remediation timescales, with management review actions tracked to closure.
• 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 use an ISO-aligned, staging-first change process with full traceability. Service components are tracked through their lifecycle via a maintained inventory (hosting, domains/DNS, SSL, WP/Woo versions, plugins/themes, integrations, users/roles) plus Git version control for custom code/config and ticket records for every request, test and release. Changes are triaged (standard/normal/emergency), risk-scored and peer-reviewed. Security impact is assessed by checking authentication/authorisation, data/PII flows, new dependencies and CVEs, hardening settings (TLS/WAF/permissions), and logging/monitoring. Deployments follow controlled releases with rollback and post-change verification.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We manage vulnerabilities using a risk-based, staging-first process. We assess threats by maintaining an asset inventory (WP/Woo core, plugins/themes, server packages, integrations) and scoring issues by severity, exploitability, exposure (internet-facing vs admin-only) and impact to payments/PII. We validate fixes in staging and run checkout/integration regression tests before release. Patch targets: critical/actively exploited same day where feasible (or mitigated immediately and patched within 24 hours), high 2–5 business days, medium 10–20 business days, low in scheduled maintenance. Intelligence comes from vendor advisories, CVE/NVD, WPScan/Wordfence feeds and monitoring/WAF logs.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We provide protective monitoring across hosting, WAF/CDN. Potential compromise is identified via centralised logs and alerts: repeated failed logins, new admin users, privilege changes, suspicious API calls, unusual IP/geo patterns, bot spikes, unexpected file changes, unknown plugins/themes, modified core files, outbound email spikes, redirects, and abnormal CPU/DB load or 5xx surges. On detection we triage and contain (isolate site, block IPs, revoke keys, disable accounts, force resets/MFA), preserve evidence, remediate (remove malware, patch, restore clean backups), and report with RCA. Response: P1 acknowledged within 1 hour (15–30 mins with Premium 24/7).
• 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: We use a structured incident management process with defined severities, escalation and communications. We maintain pre-defined runbooks for common events (outage, performance degradation, checkout/payment failures, security alerts, failed updates/plugin conflicts, email and integration issues) covering triage, containment, evidence capture, rollback and recovery. Users report incidents via our support email/ticketing system (primary audit trail) and, for Premium cover, an on-call contact for urgent P1 issues; Teams/Slack coordination is available by agreement. For significant incidents we provide a written report with timeline (detect–acknowledge–restore), impact, root cause, actions taken, verification steps, and corrective/preventative actions with owners and target dates.
• 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: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 7%
• Between £1,000,001 and £2,500,000: 8%
• Between £2,500,001 and £5,000,000: 9%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Friday 24 November 2023
• What the ISO/IEC 27001 doesn’t cover: The utilisation of subcontractors and external development
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Friday 24 November 2023
• What the ISO 9001 doesn’t cover: The utilisation of subcontractors and external development
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bf061249-c353-4996-85f2-7ce28422febe
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A902c814-0ada-44b9-8010-4e221fcdb65f
• Other security certifications: No

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • 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
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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 the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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 adam.smethurst@juicymedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.