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Connect Internet Solutions Ltd

Umbraco Support

Umbraco support and maintenance provides a cost-effective, convenient way of looking after all your Umbraco content management system support needs, assuring you of a quick turnaround for any changes you request to assist with continuous website development and improvement. The service can be applied to Connect-hosted, client-hosted and third-party-hosted sites.

Features

  • Convenient and no-fuss to request Umbraco Support
  • Umbraco Support completed quickly and within agreed response times
  • Experienced Umbraco Support team
  • Umbraco Certified Professionals
  • Dedicated Service Manager and Help Desk
  • ISO9001 accredited process
  • Transparent, online issue-logging
  • Clear monthly reporting and audit trail of support activities performed
  • Connect holds Cyber Essentials certification
  • Wide range of services

Benefits

  • Economical Umbraco Support solution
  • Quick turnaround
  • Benefit from experience and recommendations of our Umbraco Certified professionals
  • Wide service range: software upgrades/patching, accessibility testing, consultancy
  • Flexible distribution of support time over contract term
  • Flexible contracts – each contract is tailored to customer need
  • Secure access to remote hosting, if required
  • Certified Umbraco Professionals

Pricing

£89.42 a unit an hour

Service documents

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

Framework

G-Cloud 14

Service ID

5 7 2 8 1 9 8 2 7 2 5 9 3 4 2

Contact

Connect Internet Solutions Ltd Sam Mooney
Telephone: +44 (0) 1512824321
Email: gcloud@connectinternetsolutions.com

Planning

Planning service
Yes
How the planning service works
Planning is covered at project initiation meeting, identifying client requirements, establishing strategic objectives and identifying key success measures. Our experience enables us to advise on key issues and risks and plan the best way forward.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We will liaise with client and other third parties to obtain documentation, filestore and database for set up at Connect.
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
As part of our ISO9001-accredited delivery processes, solutions are subject to compliance testing by Connect prior to release to the customer for user acceptance testing. We can perform load testing, accessibility testing and functional testing dependent on client requirements.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Our Umbraco support services allow access to a multi-disciplinary team to support you whether you want to make improvements to your Umbraco site, fix a problem, simply keep it up-to-date or even plan for its future.

All or any of the following can be undertaken:
Enhancements - For example, implementing changes to branding or look-and-feel, template/page layouts, manipulating or scaling images, generating banners, etc or adding new functionality, fixing problems, database changes, integration, adding plug-ins, upgrading components, liaison with third parties, etc
CMS support and content services - For example, advice on using the CMS, support for CMS editors, content updating/editing, user management, housekeeping
Consultancy - For example, accessibility testing, cookie checking, social media strategy, website analytics, search engine optimisation etc

Helpdesk/support: 9am to 5pm Monday to Friday (excluding bank holidays)
Tickets can be logged 24/7

Service scope

Service constraints
Minimum contract period: One year
Minimum number support hours per month: One

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response times:
2 hrs for critical support requests during normal working hours;
4 hrs for non-critical support requests. Change requests: 4hrs.
(Monday to Friday, 9am to 5pm excluding bank holidays)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Helpdesk available 9am to 5pm, Monday to Friday (excluding bank holidays). Tickets can be logged 24/7. Cost based on no. of drawdown hours’ support per annum.
Helpdesk managed by in-house Support Manager.

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
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
19/07/2023
What the ISO/IEC 27001 doesn’t cover
Our ISO27001 accreditation covers only web hosting server platforms, their operation, management and control.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

Connect uses electronic means of communication for ticketing using an online tool. Support meetings are held virtually. This helps towards reducing our customers' carbon footprint.

Pricing

Price
£89.42 a unit an hour
Discount for educational organisations
No

Service documents

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