Studio 24 Ltd

Website and web application support and maintenance

We provide comprehensive technical support to manage and protect your website or application. This covers managing software updates and security patches, responding to technical issues, monitoring and testing, or simply helping your team with any difficulties they may have.

Features

• Dedicated support and maintenance team
• Expert consultancy and guidance
• Flexible support and maintenance packages available to meet business needs
• Support via telephone, email or online portal
• Uptime and security monitoring
• Service Level Agreement (SLA)
• CMS and software package updates
• Data privacy and GDPR guidance
• Cloud hosting support and managment
• Solutions that follow GOV.UK Design Principles and Service Standards

Benefits

• Reduce business risk with proactive support
• Save staff time with support service to assist your team
• Wide range of open source technologies supported
• Helps meet security requirements
• Award winning, dedicated multidisciplinary project team
• Over 20 years experience supporting clients
• Honest and open communication
• Strong focus on accessibility

£700 to £1,225 a unit a day

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 hello@studio24.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

431217423598624

Contact

Emma Lane
01223 328017
hello@studio24.net

Planning

• Planning service: Yes
• How the planning service works: We have extensive experience designing and building human-centred, data-driven applications. We have over 20 years of experience building websites and complex web applications and have built a reputation as a ‘thinking agency’ with a strong focus on accessibility. We thoroughly plan our projects via solid research; whilst adjusting as we go thanks to an agile mode of delivery and working in close collaboration with our clients. The goal of the discovery phase is to extract user needs, including the needs of internal stakeholders, and identify technical requirements. We engage with users and business stakeholders via a range of methods including workshops, stakeholder interviews, surveys and tree testing. From a technical perspective we'll review what systems and tools we need to integrate with or make use of to enable your project, as well as where data comes from / needs to be stored to meet data protection requirements. We’ll prototype our solutions, so we can test and validate these with users. This allows us to work quickly, minimising budget and time.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We give our clients full confidence in being able to manage their digital systems. We provide tailored training for clients including written and video documentation on how to manage and utilise the developed system. We can run training sessions in our training suite at Studio 24, virtually, or on-site for clients. We will also supply your team with guidance and advice on how to create accessible content, such as writing text alternatives for images and meaningful link text. This is vital to your website’s success as accessibility is a shared responsibility between us and you. We back this training up with support services which can be used to assist your staff managing your website.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We have assisted many clients in migrating from legacy systems and cloud services to new open source solutions. We first audit your data to help understand how services need to move between systems, we create data mapping documents to confirm how data needs to be migrated, and perform data migration using a range of tools (SaaS services, CMS plugins, and custom development).
• 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 undertake quality assurance and performance testing for projects, proven over 20 years of delivering digital projects. For each project we devise an appropriate QA and test strategy to ensure high quality of delivery, which includes code reviews, unit testing, cross-browser compatibility, functional testing, performance, user acceptance testing, accessibility and security penetration testing. We also create end-to-end tests to test the critical user paths in a web browser, which we automate via tools such as Behat. Where required, we partner with specialist suppliers for dedicated testing services including device testing, accessibility audits, security penetration tests, and load testing.

Security testing

• Security services: Yes
• Security services type: Security testing
• Certified security testers: Yes
• Security testing certifications:
  • CREST
  • Other
• Other security testing certifications:
  • CAST (Certified Application Security Tester)
  • CSTP (Certified Security Testing Professional)

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: We provide comprehensive technical support to manage and protect your website. This covers ensuring software is kept up-to-date, responding to any unforeseen technical issues, or simply helping your team with any difficulties you are having. Regularly updating CMS and other library software is important to maintain security. We cover software updates for CMS, CMS plugins, and packages within technical support. Our support & maintenance team works to pre-agreed SLAs, with an online support ticket portal available for customers to keep track and report any support issues. Support is available via telephone and email. We use website monitoring to proactively detect critical site issues. We also offer 24/7 support as a premium support service to help respond to critical issues or reported issues outside of working hours.

Service scope

• Service constraints: UK office hours are Monday to Friday 9am to 5:30pm. Technical support is offered between 8am and 6pm with 24/7 support available at an additional cost. Support issues can be reported via telephone, email or via our online support portal.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We use Zendesk to manage support tickets and we have the following response SLAs for our support service: Critical 1 hour, High 2 hours, Medium 1 working day, Low 2 working days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We offer as standard in-office hours support, Monday to Friday 8am to 6pm, for an annual or monthly fee. An out-of-hours 24/7 support service is also available and has a fixed additional monthly fee and a usage fee per incident. All clients have an account manager who oversees your account and can address any concerns you may have. We supply monthly reports summarising support issues responded to, out-of-hours issues, website uptime and performance, and any ongoing problems that are being investigated. For any critical incidents we create a critical incident report which covers the root cause, details of the issue, and preventative action we have taken to minimise the risk of the issue recurring in the future.

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: No
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Working with, and using the internet, has an environmental impact (digital services create between 2-4% of global greenhouse gas emissions). The use of the internet is only going to increase over time as more and more businesses invest in online provision. At Studio 24, we aim to minimise the impact of our business activities on the environment on a day-to-day basis and initiate good environmental working practices for building digital services for our clients. We measure our carbon footprint and put plans in place to reduce our carbon footprint wherever possible. We reduce the use of paper in our day-to-day work and have switched to sustainable office suppliers. We minimise waste by providing recycling facilities in the office and reusing or recycling old equipment. We use local suppliers wherever possible, to help reduce transport emissions and support the local economy. We review our hosting and other technology partners to ensure they are committed to using renewable energy and have sustainability policies. Our main partner Mythic Beasts is verified as a Green Hosting Provider. We encourage staff to use public transport for travelling to client meetings. All company cars are electric. We build carbon-efficient websites and web applications, minimising the use of unnecessary tools and libraries that add page weight. We prioritise building optimised, accessible, robust HTML web pages which can be efficiently cached to reduce energy usage and give users better performance. We train staff on our environmental policy, the importance of sustainability, and techniques in how to build low carbon websites. We use Ecologi to offset emissions though we recognise it's more important to put in place real changes that encourage sustainability. Simon Jones, Managing Director, is on the BIMA Sustainability Council.

  Covid-19 recovery

  We have supported our team through a COVID-19 recovery plan, which we implemented in March 2020 and have updated regularly since. We are remote-first and ensure all staff and clients can engage in project meetings remotely. All staff are issued with Jabra headsets to ensure we can run quality remote calls. When we have in-person meetings we run hybrid meetings with quality audio and video to ensure remote participants can engage meaningfully. We have flexible working and fully support staff who need to work part-time or flexibly. Many of our clients also work flexible hours, which we support through our project process and clear communication via shared tools like Basecamp. We have 2 mental health first aiders, we regularly talk about mental health, and we continuously improve our processes to support the team. We have developed our COVID-19 policy and share this with the industry for others to learn via our open handbook at https://handbook.studio24.net/handbook/hr-policies/covid-policy

  Tackling economic inequality

  We recognise people with great talent in tech can come from any background - but that more opportunities are needed for people from lower socio-economic backgrounds to enter and succeed. According to the 2019 BIMA Tech Inclusion and Diversity Report 1 in 5 people had no previous tech experience and 23% said they were self taught. 44% of respondents were the first generation of their family to go to university, a little lower than the national picture. As part of our commitment to tackling economic inequality we ensure our job ads are fair and clear. We make potential a core component of recruitment, we balance the weighting of transferable and technical skills, and we emphasise competence rather than qualifications. We pay attention to the company culture, sharing a narrative about why socio-economic diversity is important. We support staff with opportunities to develop and progress. We collaborate with organisations working to improve opportunities for people from lower socio-economic backgrounds by: Taking part in the BIMA Digital Day to encourage students to think about careers in tech; Providing work experience and apprenticeships opportunities; Donate old equipment to local organisations. We have signed up to the Tech Talent Charter - a group of organisations committed to improving diversity within tech.

  Equal opportunity

  We are committed to encouraging equality, diversity and inclusion - and eliminating unlawful discrimination - in our workforce, with our clients and the general public. We do this through a number of initiatives: Our equal opportunities policy covers all the protected groups and forms part of our employment contract. We do not discriminate directly or indirectly on the grounds of Age, Disability, Gender Reassignment, Marriage and Civil Partnership, Pregnancy and Maternity, Race, Religion or Belief, Sex, Sexual Orientation, in the provision of services to our customers, the public and as an employer. We have developed an inclusive recruitment policy and we monitor the diversity of candidates when recruiting to review if we are getting applicants from a range of diverse backgrounds. We monitor diversity in our workforce to benchmark diversity in our workplace, so we can monitor if we are maintaining a diverse workforce over time and to help identify areas of under-representation. We run training with staff when they join on what our commitment to equality, diversity and inclusion means in practice. We are a signatory to the Tech Talent Charter, making a commitment to work together with other organisations to increase the inclusion and diversity of the tech workforce in the UK. We also run regular culture surveys which ask staff questions to determine whether we have a respectful and inclusive culture, and we consistently score highly on these.

  Wellbeing

  We want a workplace where people experience positive wellbeing and are able to be productive. We’ve adopted the ACAS framework for positive mental health at work. As employers we: Lead and embed a strategy of wellbeing; Reduce stigma; Tackle the causes of workplace stress; Support and train managers; Understand the impact that personal issues can have on wellbeing. As managers we: Build rapport with staff; Plan work with ‘people’ in mind; Have confidence and knowledge in managing mental health; Handle difficult conversations effectively; Support work-life balance. As individuals we: Look after our own wellbeing; Use positive coping strategies; Identify personal stress triggers; Engage with line managers; Take notice and support colleagues. Our strategies to achieve the above include: We have two trained mental health first aiders available to talk to; Flexible working to support people to fit work around their life commitments; Regular 1:1s with managers, which focus on the whole person and their energy levels, not just work priorities.

Pricing

• Price: £700 to £1,225 a unit a day
• Discount for educational organisations: No

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 hello@studio24.net. Tell them what format you need. It will help if you say what assistive technology you use.