Creative Networks

WordPress Support

We offer design, build, support and maintenance services for WordPress websites. Our WordPress Support service can be applied to connect-hosted, client-hosted and third-party hosted sites. We follow best practice and adhere to the relevant industry standards such as ISO9001, ISO27001 and Cyber Essentials.

Features

• WordPress setup, implementation, management & monitoring
• WordPress warranty
• WordPress security management
• Help desk support
• WordPress consultancy
• Complex integrations with CRM, ERP and back-office systems

Benefits

• Active monitoring and management, minimises risk of down time
• Consultancy helps you get the most from your WordPress solution
• Rapid security patching minimises service vulnerability
• Guaranteed service level agreements
• Intelligent WordPress Information Architecture to improve user engagement
• WordPress performance optimisation to improve efficiencies and workflow

£35.00 to £350.00 a unit

• 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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

549239465566931

Contact

Azeem Javed
03303337337
aj@creative-n.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
• Service constraints: When onboarding existing Wordpress CMS websites not built by Creative Networks we will need to review the source code to confirm we can support and build upon this.
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: No web chat testing has been done with assistive technology users by Creative Networks.
• Onsite support: Onsite support
• Support levels: End-user support and training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Additional support can be provided from our satellite office in Nottingham. Our helpdesk is made up of 1st line, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Creative Network's provide onsite and remote training, awareness support and user documentation. This service helps organisations to increase their employee’s digital skills to support transformation programmes. Delivered by certified trainers across a wide variety of engagement channels, this service increases technical and end user skills driving the successful adoption of systems. Creative Network's can provide a digital skills gap analysis and training needs assessment and provide performance and adoption metrics throughout the contract.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exported upon request. Contact the Support Helpdesk or Technical Account Manager.
• End-of-contract process: At the end of the contract services will continue on a rolling 30 day agreement until either party serves notice. If it is decided the client will exit, Creative Networks will assist in transitioning and migration of services ensuring continuity and a smooth handover. We will, where applicable deliver an Exit Plan which sets out the proposed methodology for achieving an orderly transition of Services on the expiry or termination of the contract. The Exit Plan will contain at minimum: Separate mechanisms for dealing with Ordinary Exit and Emergency Exit. The management structure to be employed during both transfer and cessation of the services and a detailed description of both the transfer and cessation processes, including a timetable. Document how the Services will transfer including details of the processes, documentation, data transfer, systems migration, security and the segregation of technology components. Specify the scope of the Termination Services that may be required and any charges that would be payable for the provision of such Termination Services and detail how such services would be provided. Provide a timetable and identify critical issues and set out the management structure to be put in place and employed during the Termination Assistance Period.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our Wordpress CMS websites are optimised for all mobile, tablet and desktop devices.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Wordpress CMS service administration screens are browser based and customisable.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: No interface testing has been done with assistive technology users by Creative Networks.
• API: Yes
• What users can and can't do using the API: Wordpress CMS is capable of integrating with numerous open-source API's. Full details can be found at https://developer.wordpress.org/rest-api/
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The CMS's public-facing front end and administration screens are customisable. Customisation can be achieved through, software settings, coding and plug-ins.

Scaling

• Independence of resources: Hosted on Google Apps and they scale.

Analytics

• Service usage metrics: Yes
• Metrics types: Google Analytics
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: WordPress

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Dependent on what data is required, we can provide backups/exports as part of support or include an automated export as part of the site functionality.
• Data export formats: Other
• Other data export formats: ZIP
• Data import formats: Other
• Other data import formats: ZIP

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: All service level agreements are as per the ones supplied by WordPress, and published by them. VPS installations are guaranteed for 97% uptime, private/hybrid cloud instances have a 100% network uptime guarantee. Any downtime during working hours is credited on a pro-rata basis.
• Approach to resilience: Hosted on Google Apps, they have multiple locations and replication
• Outage reporting: Website Updates.; Email alert

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces restricted to designated users and controlled with user name and password protection. Access to management interfaces restricted to designated users and controlled with user name and password protection.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: 24/10/2022
• What the ISO/IEC 27001 doesn’t cover: Areas not covered by ISO/IEC 27001 certification include specific business processes unrelated to information security, certain third-party services or suppliers, or compliance with other industry-specific regulations.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Organisations adhering to ISO 27001 establish robust information security practices. They develop policies aligned with ISO 27001 requirements, covering areas like access control, data protection, and incident response. Through risk assessments, they identify and prioritise security risks, implementing controls to mitigate them. Employees receive training on security policies and procedures to enhance awareness and compliance. Monitoring and review processes ensure the effectiveness of security controls, with regular audits and assessments conducted. A designated individual or team oversees the implementation and maintenance of the Information Security Management System (ISMS), reporting to senior management or the board. To ensure policy adherence, organisations employ various mechanisms such as audits, reviews, and ongoing monitoring. Non-compliance issues prompt corrective actions and improvements to the ISMS. By following these practices, organisations demonstrate their commitment to information security and continuously strive to enhance their security posture in line with ISO 27001 standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Creative Network's have in place a Change Management Process that follows the ISO 20000 Standard. A change is proposed with the Change Manager and then added to the Changes-overview. The change is scheduled to be executed and a roll back plan is created (if necessary). Rollback is actioned immediately upon confirmation as per following the rollback matrix, resources are freed and announcements are published. Periodically, the overview of archived changes is checked.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Creative Network's have a Vulnerability Management process that implements the following: Receives information about zero day threats from the National Cyber Security Center; Subscribe to newsletters from vendors and used products, in contact with special interest groups; Technical vulnerabilities are handled either using the Incident management process or the Change management process; Patches are tested following the Installation of software on operational systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All devices have a monitoring agent on them which can identify potential issues and report back to our service desk. If an issue is identified we have an internal 4 hour SLA to ensure remedial actions are carried asap, the seriousness of an incident will be assessed on discovery so that any priority issues can be responded to quickly. We have multiple alert systems in place and monitor them constantly. We exclusively use Linux for phone system hosting. We automatically patch daily as and when required.
• Incident management type: Supplier-defined controls
• Incident management approach: Fully developed Business Continuity and Disaster Recovery management process developed in line with ISO 22301. Creative Network's have a pre-defined Incident Management Process in place where by an incident is reported with the Incident Manager and then added to the Incidents-overview. After which, relevant log files (from all systems affected) and evidence is gathered. The incident is corrected by implementing a patch, temporary fix or workaround. It is determine whether future occurrences of the incident can be prevented, e.g. by modifying/strengthening one or more controls. Periodically, the overview of archived incidents is checked for apparent trends and effectivity of corrections.

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks: Internet

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  WordPress Support promotes wellbeing by alleviating stress through dependable assistance, nurturing work-life balance, and championing inclusivity. It guarantees accessible websites, advancing equal opportunity and favourable online experiences. Through guidance and community building, it bolsters mental health and emotional wellbeing, empowering users to prioritise what truly matters in their lives.

Pricing

• Price: £35.00 to £350.00 a unit
• Discount for educational organisations: Yes
• Free trial available: No

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.