OPENCENTRIC LIMITED

CiviCRM Support & Maintenance

The enterprise-grade Drupal CMS is designed for high-volume and complex website needs. Website Express are acknowledged experts in Drupal and offer a number of support services to ensure your Drupal setup is operating at optimum levels; from routine maintenance, security patches and health-checks to load and security testing.

Features

• CiviCRM issue resolution
• CiviCRM installation and configuration
• CiviCRM security management
• On demand CiviCRM support
• Comprehensive CiviCRM monitoring and reporting
• CiviCRM performance and availability tuning
• Advice and consultancy to reach the full potential of CiviCRM
• Automated deployment and scaling for CiviCRM
• Integration with other systems
• CiviCRM audit

Benefits

• Open source CiviCRM technology provides value for money
• Experienced team to support open source software deployment
• No license costs or supplier lock in with CiviCRM
• Accelerated implementation for open source products
• Increased business value and ROI from open source products
• Flexible resource models are available to fit business case
• ISO 9001, 27001 and Cyber Essentials Plus certified team
• Fully experienced in Drupal from versions 4+ and CiviCRM 2+
• 24/7 support available
• Fully conversant with GDS approach and requirements

£550 to £850 a person a day

• 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 info@opencentric.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

439439639548106

Contact

William Velasco
029 2000 4547
info@opencentric.uk

Planning

• Planning service: Yes
• How the planning service works: Our AGILE and PRINCE2 qualified delivery teams have vast experience of managing and delivering projects using a range of approaches. By clearly defining the phases of the initial delivery – from discovery and concept to design and development – we can choose the method that fits best with your organisation.; An Agile approach (e.g. SCRUM) can be extremely effective in offering you early sight of software, rapid development, incremental delivery and regular prioritisation of features.; Waterfall methods (e.g. PRINCE2) are preferred by some clients because they allow monitoring of progress via more traditional means – such as detailed project plans and Gantt charts – that are more in keeping with their internal governance structures.; Recently, we’ve developed ways to use a blended approach effectively, providing agile and rapid delivery with flexibility of prioritisation and specification alongside the structure, accountability and predictability that comes with a Waterfall approach.; Our project delivery is supported by systems that manage the detailed specifications, including acceptance criteria, user stories and results from functional and non-functional testing. These are available to our internal staff, and staff from third parties and partners to ensure clear specifications are available to everyone involved in the delivery.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Drupal versions 6+
  • Hosted on any accessible environment
  • Cloud, cluster or dedicated servers

Training

• Training service provided: Yes
• How the training service works: Our collaborative approach ensures that we're consistently working closely with client teams and so for ongoing engagements, there is an iterative approach to learning any new features as they are created or become available. We find this typically reduces a learning curve and increases learning retention.; ; We have a flexible approach to training and can design training services that best suit the situation and delegates we're working with. ; ; Our training services can be provided on site, off site or remote.; ; Some of the methods we use (but not limited to) include:; ; • Workshops; • Custom training videos; • Train-the-Trainer ; • Lunch and Learn ; • Comprehensive documentation; • Communities of practice; • Hackathons; • Coaching
• Training is tied to specific services: Yes
• Services the training service works with:
  • Drupal CMS
  • Drupal 10
  • LocalGov Drupal

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Website Express offer an end-to-end migration service. As part of this, we take care of all stages of migration, starting from Discovery through to Design, Configuration, Execution, QA and Post-migration support. Our Migration Methodology follows the industry standard Data Migration ETL (Extract, Transform and Load) principles, for separation of content extraction, transformation and load stages.
• 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: Website Express ensure consistent quality in our delivery through the planning, setting and implementation of specific and measurable quality objectives in line with ISO9001 principles. Our dedicated Account Manager, in consultation with our client’s project team, will work together to produce quality objectives with associated milestones, which will then be constantly monitored throughout the delivery process.; In all work, Website Express carry out we strive to ensure that the responsibilities for managing service delivery are clear and appropriately allocated between us and our client. No matter which management methodology is applied, we prefer to ring-fence quality standards so they cannot be compromised. This ensures high levels of usability for the end-user and maximum flexibility for the client.; Our performance team will do an initial assessment of requirements including the number of users, traffic flows, heavy transaction within the system and design a specific performance test.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST

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 have a dedicated Partnerships Manager whose role it is to manage relationships with chosen hosting or software partners. We were Wales' first Acquia Partner and an Organization Member of the Drupal Association, so maintain strong links with a variety of professional service companies in the industry. We also regularly work with pre-existing or client preferred Cloud Software or Hosting services and have experience working with many of the options available on the market. Our approach is bespoke dependent on your preferences and set up and we collaborate with clients to facilitate support processes that best suit client needs.

Service scope

• Service constraints: No constraints. We support both remotely and onsite.; Our expertise lies in open source products.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time are agreed as part of an SLA.; ; Typical response times are:; Priority 1 - 1 hour; Priority 2 - 2 hours; Priority 3 - 4 hours; Priority 4 - 8 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Our open source web chat technology meets WCAG 2.2 AAA accessibility guidelines and the code has been written so that the chat box is navigable by keyboard using screen reader software, which has undergone community testing by the Drupal project.
• Support levels: Together with our fully managed hosting platform, we offer two support options. Your Website Express project manager will be your single point of contact for the duration of your support contract.; ; • Standard Support - Work is billed to the nearest 30 minutes and charged at our standard rates with no surcharges - £650 a day based on a 8 hour working day. Support will be provided during office hours, Monday to Friday, 9.00 to 5.30pm. For additional cover, see our 24/7/365 support offering below.; Support time is flexible and can be used for support or ad-hoc development requests. ; ; • 24/7/365 Support - for clients who demand the highest level of service. This is 24 hours a day, seven days a week, 365 days a year and available as an addition to our Standard Support above. This level of support costs an additional £750 a day.; ; In the unlikely event of your website or application becoming totally unavailable, our support team will be notified and take immediate action 24/7 to identify and resolve the issue regardless of the support level.

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: UKAS
• ISO/IEC 27001 accreditation date: 31/05/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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

  Website Express Limited is committed to fighting climate change, reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods.; ; We are committed to reducing our carbon footprint and becoming a carbon-neutral agency.; ; We recognise that our operations have an effect on the local, regional and global environment and that we have a responsibility to the environment beyond legal and regulatory requirements.; ; We will encourage customers, suppliers and other stakeholders to do the same.; ; This extends to all areas of our operations, including:; Running our data centres and office on green energy from renewable sources.; Reducing our carbon footprint to a minimum by the extensive use of remote work, digital tools and online collaborative technologies.; We work with our clients to maximise the sustainable nature of services we design and build for them, developing websites with energy efficiency in mind, optimising code, minimising server requests, and reducing page load times to decrease energy consumption associated with website operation.; We benchmark our solutions and employ design techniques designed to reduce their carbon impact.; ; Our Environmental Policy outlines our agency's efforts to minimise its environmental impact, including implementing energy-efficient technologies, reducing waste, and adopting eco-friendly practices. Our Environmental Policy may be viewed here:; ; https://www.website-express.co.uk/environmental-policy; ; Climate change is one of the greatest threats facing our planet, and businesses have an important role to play in reducing carbon emissions and promoting sustainable practices.; ; Web and software development agencies, like any business, can contribute to reducing their carbon footprint and promoting sustainability. By implementing a carbon reduction strategy, Website Express can reduce its carbon emissions, promote sustainable practices, and help mitigate the impacts of climate change. Our active Carbon Reduction Strategy may be viewed here:; ; https://www.website-express.co.uk/carbon-reduction-strategy

  Covid-19 recovery

  COVID-19 has exacerbated existing economic and social challenges, while also creating many new ones. Now more than ever, it’s critical that we help respond to the demands faced by clients and suppliers.; ; Throughout the pandemic and afterwards, we have been committed to undertaking everything in our power to aid the recovery of local communities and economies. This includes employment, re-training, return to work opportunities, community support, developing new ways of working and supporting the mental and physical health of those affected by the virus.; ; We must make it possible for you to continue your operations and help you respond to the unique demands that you may be facing. Website Express has been in business since 2008, supporting the mission-critical work that keeps every organisation – especially those in the public sector – operational and successful. At this challenging time, you can count on us to support your organisation.; ; Our leadership team meets regularly to assess and appropriately respond to the legacy of the pandemic as it evolves. Everyone’s health and welfare are a priority, with many of our team and clients working from home or remote locations.; ; We have extensive online collaboration capabilities to help ensure business continuity and we work tirelessly to deliver the best possible solutions while at the same time continuing to serve you.; ; We offer flexible working hours and remote working to allow our team members to organise their working patterns around their individual lives and maximise their well-being.; ; We also offer gym membership, private healthcare and counselling services to all staff to help them manage their health and overall well-being.; ; By prioritising these initiatives, we can leverage our expertise and resources to support COVID-19 recovery efforts and contribute to building a more resilient, inclusive, and sustainable society in the aftermath of the pandemic.

  Tackling economic inequality

  Social purpose is woven into Website Express' fabric. From creating new businesses and new employment opportunities to improving education and training, Website Express is committed to tackling economic inequality at the root. Our overriding vision is to help lower the unequal distribution of income and opportunity between different groups in society.; ; Our commitment to working with small, diverse, high-quality suppliers is an important aspect of our procurement vision. We endeavour, on a good-faith effort basis, to work with and develop small, minority, and women-owned businesses. The team is always looking for small and diverse suppliers that can deliver creative, high-quality products and services.; ; Ultimately, our goal is to diversify our supplier base by encouraging these small and diverse suppliers to compete for business.; ; We strive to pay all our suppliers promptly and always before the due date of their invoices.; ; Our equality and diversity policy ensures that we hire staff based on their abilities, expertise and potential rather than their personal characteristics, background or upbringing. All staff have a robust and personalised continuing professional development plan in place which is reviewed annually and aims to allow staff to develop and open up new opportunities to them. This is evidenced in our Investors in People accreditation which we have held continuously since 2012.; ; By taking a proactive stance on equality and diversity, we contribute to broader social change efforts aimed at reducing social inequality and promoting justice and fairness in society. Through advocacy, partnerships, and community engagement, we strive to amplify our impact and drive positive social outcomes.; ; Overall, our equality and diversity policy serves as a foundation for building an inclusive culture, fostering equitable opportunities, and advancing social justice goals, ultimately contributing to efforts to tackle social inequality at both organizational and societal levels.

  Equal opportunity

  Website Express Ltd. recognises that discrimination and victimisation are unacceptable and that it is in the interests of the Company and its employees to utilise the skills of the total workforce.; ; The Company aims to ensure that no employee or job applicant receives less favourable facilities or treatment (either directly or indirectly) in recruitment or employment on grounds of age, disability, gender/gender reassignment, marriage / civil partnership, pregnancy/maternity, race, religion or belief, sex, or sexual orientation (the protected characteristics).; ; Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give their best.; ; We oppose all forms of unlawful and unfair discrimination or victimisation.; ; All employees, whether part-time, full-time or temporary, will be treated fairly and with respect.; ; Selection for employment, promotion, training or any other benefit will be based on aptitude and ability. All employees will be helped and encouraged to develop their full potential and the talents and resources of the workforce will be fully utilised to maximise the efficiency of the organisation.; ; Our staff will not discriminate directly or indirectly, or harass customers or clients because of age, disability, gender reassignment, pregnancy and maternity, race, religion or belief, sex, or sexual orientation in the provision of the Company’s goods and services.; ; In addition, full account is taken of any guidance or Codes of Practice issued by the Equality and Human Rights Commission, any Government Departments, and any other statutory bodies.; ; We are committed to fostering positive and inclusive working relationships with team members from our clients and suppliers regardless of those characteristics.; ; Full details of our commitment, responsibilities, training and monitoring procedures are available in our Equality and Diversity Policy which may be viewed here:; ; https://www.website-express.co.uk/equality-and-diversity

  Wellbeing

  Today, every UK business has a duty of care requirement to look after the health and safety of employees, including their well-being.; ; In light of this, promoting and protecting staff wellbeing in the workplace is important for every business.; ; Website Express recognise this and have developed a Wellbeing Policy which covers the following key areas:; ; Promoting mental wellbeing by:; Providing information and raising awareness of mental health issues; Promoting policies and actions that support mental well-being in the workplace; Equipping employees with the skills to support their mental health; ; Encouraging physical health by:; Promoting physical activity across the business; Supporting a healthy, balanced diet in the workplace; Encouraging staff to drink 6-8 glasses of water a day; ; Management and leadership; Equipping managers and leaders with the skills to: Identify and assist those with mental ill health; Raising awareness of mental and physical wellbeing across the business; ; Offering support to employees by:; Creating a culture that supports the well-being of all employees; Offering help, support and guidance to those with a mental health issue; Assisting those returning to work after a period of mental ill health; ; Supporting those coming back to work by:; Making any necessary adjustments to the role/environment; Establishing agreed recruitment practices; Retaining and supporting staff who develop mental ill health; ; We recognise that our employees have personal responsibilities that must be managed alongside their work responsibilities. We, therefore, offer flexible working hours and remote working to allow our team members to organise their working patterns around their individual lives and maximise their well-being.; ; We also offer gym membership, private healthcare and counselling services to all staff to help them manage their physical and mental health and overall well-being.; ; Full details are available in our Wellbeing Policy which is available on request.

Pricing

• Price: £550 to £850 a person a day
• 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 info@opencentric.uk. Tell them what format you need. It will help if you say what assistive technology you use.