Managed Drupal hosting

Planning

Planning service: Yes
How the planning service works: "While our support and managed services are largely standardised, we’ve learned as an agency that one size doesn't always fit all. So as part of any engagement with a new client there are key planning activities we'll conduct:

Onboarding - It’s important we understand the objectives of the applications we're supporting. The Onboarding meeting is an opportunity for the team to discuss details, agree on the approach, structure, governance and processes.
Responsibility - We’ll make sure that we know who within your organisation has been delegated with decision making responsibility, and who to go for signoff. This will smooth the delivery of work and responses to requests.
Communication - While our Service Desk is the main communication tool between Code Enigma and clients we'll also establish other touchpoints. We'll schedule regular Service Reviews between you and our account management team. This is your opportunity to provide feedback for us to gauge how effectively we're delivering your services. We'll ensure we remain aligned with your objectives, and can anticipate and adapt to any changes that may be on your horizon."
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: Where appropriate, we would commission your infrastructure in the first instance. Then we'll set up the necessary code deployment services on your utility server. Once we have all the access we need we will copy your code, files and database over to the new infrastructure. We will ensure it is deploying correctly and all the assets are synchronised, then we will pass the clusters to you for acceptance testing.

On completion of acceptance testing, we’ll agree on a launch date and time with you. The launch steps will be as follows:
Put the site on the old infrastructure into “offline mode”;
Make a final sync of the database and files to the new infrastructure;
Configure the load balancers on the old infrastructure to redirect traffic to the new infrastructure instead;
Provide you with the addressing necessary to update their DNS.

Once the DNS is updated, the migration will be complete. Should anything go wrong, we can simply make the load balancers on the current infrastructure point back at the current web servers. Otherwise, we’ll move to tear down your websites on the old infrastructure.
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: During the setup and ongoing management of infrastructure management we make use of the Hashicorp toolchain. Most notably we use Ansible for infrastructure in code so we can version control changes to your actual infrastructure.

We operate three main branches in version control: feature, stage and live.

All code changes run through a peer-review process to ensure that management standards and security principles are properly applied and to catch possible bugs early. Merge requests must be approved before reaching the live environment.

We make use of extensive checklists along with peer review to help avoid human error. This includes aspects such as patching and scheduled disaster recovery testing, backups, security (including anti-virus and rootkit detection), monitoring and application configuration.

Our processes are regularly audited as part of our ISO certified quality and information security management systems.

Security testing

Security services: Yes
Security services type: Security strategy

Security risk management

Security design

Security incident management

Security audit services

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 operate a round the clock service with a team across four time zones and we provide online ticketing, telephone and web chat support. Our Managed Drupal hosting service has a SLA of 99.95% uptime (excluding planned maintenance and issues with hardware - this should be a separate SLA with the hardware supplier). Managed infrastructure includes the following services:
Maintenance of core software (operating system and supported components);
Back-up provisioning, testing and disaster recovery;
Service monitoring (24/5 as standard, 24/7 optional extra);
Maintenance of services related to the running of the server (e.g. security groups, VLANs, etc.);
Infrastructure in code (if applicable);
Orchestration tools;
Incident response to issues with your hosting provider.

The RPO for all data is 24 hours. The RTO for services is dependent on the Service Provider and the circumstances:
Where snapshotting is available and the core Service Provider is still online, the RTO is 4 hours for all services.
Where snapshotting is not available and/or the core Service Provider is offline, the RTO is 4 hours per server.

Core software is considered to be anything available via the Debian Project software repositories, other software may be added on agreement with us.

Service scope

Service constraints: We can only support sites using version control.
Clients and their services are required to conform to our ISO 27001 information security policies.
We work as a distributed team so will not normally work onsite.
We're unable to support Windows servers on any hosting platform.
We're Debian Linux specialists, infrastructure running other versions may require migration to a new server.
Security in our hosting service is a shared responsibility between Code Enigma, Amazon Web Services (or other hosting provider), and the client.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Our Service Desk is available 24/7 for users to submit issues, requests and report incidents. Our UK/EU based team is available from 8am to 6pm (UK). Response times are as follows:
Urgent - within 1 hour - e.g. Unavailability of the entire system.
High - within 4 hours - e.g. Unavailability of a key module or major function, causing significant business impact.
Normal - within 1 working day - Problems causing inconvenience, minor disruption or restricting performance.
Low - endeavour to respond within 2 working days - Non urgent problems, cosmetic or general enquiries for information.
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: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Our web chat tool, Mattermost is WCAG 2.0L compliant. For meeting Web Contact Accessibility Guidelines 2.0 (WCAG), Mattermost has received a third-party “A” rating and is working towards an “AA” rating. https://docs.mattermost.com/overview/compliance.html#accessibility-compliance
Web chat accessibility testing: None
Support levels: All clients have access to the same level of support and Service Level Agreement.

Code Enigma provides all clients with secure, authenticated access to our management dashboard. From this, you’re able to manage your users, access instant chat services, view live systems status dashboards and use our secure file sharing.

This also enables access to our Service Desk which is based on the open source, issue management tool, Redmine.

Our Operations team oversees contract and relationship management for all clients, including scheduling and chairing regular service reviews. These are an opportunity to review and discuss any key issues/incidents, improvement suggestions/requests and problem/root cause analysis. They are also an opportunity for qualitative feedback on how we deliver our services. The frequency of these reviews is agreed with you, but we typically meet with clients monthly.

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: Yes
Who accredited the ISO/IEC 27001: NQA Certification
ISO/IEC 27001 accreditation date: 30/08/2023
What the ISO/IEC 27001 doesn’t cover: Areas of HR and Finance teams that deal with company data
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

Fighting climate change
Tackling economic inequality
Wellbeing

Fighting climate change

We choose to base many of our services on AWS due to their commitment to be net zero by 2040. We review the data centres we use against the Green Web Foundation's hosting directory (https://www.thegreenwebfoundation.org/directory/) to look for opportunities to minimise our environmental impact. AWS' approach differs from most other green hosting companies in that it is not only based on offsetting, carbon credits, and tree planting, but also significant investment in renewable energy schemes internationally. We are exploring the prospect of using company funds to subsidise “green” home improvements for our UK employees (replacing gas boilers with heat pumps, solar panel installation, insulation improvements etc.). We reviewed our banks against https://switchit.green/ and have closed our account with HSBC. We currently bank with the Co-Operative, Nationwide, and an investment bank in the North of England, and are investigating Unity Trust and Tide because of their ethical and sustainable approach to banking. We are also official partners of the Eden Reforestation Projects https://www.edenprojects.org/partners?search=Code+Enigma

Tackling economic inequality

Code Enigma is proud to be an ethical employer. It’s rooted deep in our values to be fair and open. That’s why we’re members of the Living Wage Foundation in the UK and also signed up to the Prompt Payment Code.

We have a dedicated training budget per head, enabling our employees to invest in themselves with supported time off in order to obtain further skills in their chosen field.

We are also experts in open source software, we invest heavily via both our time and our mission fund to ensure free software flourishes, which is a major way out of poverty in both the developed and developing world, providing free tools to allow people to train and learn new skills.

Wellbeing

Our company Health & Safety, Dignity at Work, and Diversity & Equality policies are coupled with private health cover for our staff - committed to helping them get the help they need when they need it.

Pricing

Price: £180 an instance a month
Discount for educational organisations: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Planning

Training

Setup and migration

Quality assurance and performance testing

Security testing

Ongoing support

Service scope

User support

Resellers

Staff security

Standards and certifications

Pricing

Service documents

Cookies on Digital Marketplace

Managed Drupal hosting

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Planning

Training

Setup and migration

Quality assurance and performance testing

Security testing

Ongoing support

Service scope

User support

Resellers

Staff security

Standards and certifications

Social Value

Pricing

Service documents