CTI Digital

Ecommerce Solutions

Plan, Design, and Build ecommerce solutions, consultation platform selection for Magento Open Source, Adobe Commerce (Magento Enterprise), Shopware, Drupal Commerce, Ucommerce, BigCommerce, Shopify, CommerceTools, Vue Storefront, Salesforce Commerce Cloud (demandware), SAP Commerce Cloud (Hybris). SAAS, On-Premise, MACH Alliance, Micro services.

Features

• Certified: Developers, Partners, PCI Compliant, ISO27001, ISO9001, ITIL
• Integrate: Sage 50 x3 200 one, Salesforce, Xero, Linnworks, Orderwise
• Integrate: Microsoft Dynamics NAV, SAP Business one, Brightpearl, Access Dimensions
• Integrate: Bespoke, ERP, CRM, Accounts, Back Office, Stock Management
• Marketing: Amazon, eBay, Bronto, Dotmail, Dotdigital, Mailchimp, Campaign Monitor
• Theme: Accessibility, WCAG, Mobile first, Responsive, Design, Theme, Templates
• Optimise: User Experience UX, Conversion Rate Optimisation (CRO), Checkout, Basket
• Payment: Opayo, Adyen, Braintree, PayPal, Klarna, Stripe, Apple Pay, Worldpay
• Improve: Speed Optimisation, Cache, Content Distribution Network CDN, Scalable, Performance
• Feature: B2B, B2C, Portal, Click and Collect, Store, Sample, Payments

Benefits

• Project Management: Agile, SCRUM, Waterfall, Government Digital Services GDS
• Quality Assurance QA: ISO 9001, Automated, Smoke, Unit, Testing
• Research: Buyer Journey, Personas, Analytics, Business Intelligence, Split A/B
• Team: UK Based, Magento Certified, Strategy, Creative, Design, Marketing, Development
• GDS: Discovery, Alpha, Prototype, Beta, Public Beta, Live
• Specialist: Content Strategy, Card Sorting, Navigation Mapping, Integration, Migration, DevOps
• Clients: Government, Education, Local Council, Charity, Multi-nationals, Large, SME, Start-up
• Hosting: Amazon AWS, Azure, Scalable, Cloud, High Availability
• Support: Maintenance, Service Level Agreement SLA, 24/7/365, 99.99% Uptime
• Migration: Magento end-of-life, Shopify Plus, BigCommerce, Adobe Magento, Hybris

£40,000 an instance

• 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

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

655407218332800

Contact

Natalie Kennedy
0161 713 2434
tenders@ctidigital.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: We are flexible in our approach to services delivery and are happy to discuss your unique service requirements.
• System requirements:
  • Adobe Commerce / Magento 2 Open Source
  • Shopware 6
  • Drupal Commerce
  • Ucommerce
  • BigCommerce
  • Shopify
  • Commercetools
  • Vue Storefront
  • Salesforce Commerce Cloud
  • SAP Commerce Cloud

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service operates consistently: 24 hours, 7 days a week. Critical Faults for Severity 1 issues are based on a 24/7 calendar. With a response within 30 minutes and aim to resolve in 3 hours. Severity 2 issues are a response within 2 hours and aim to resolve within 24 hours. Severity 3 issues are a response within 9am-5pm office hours and aim to resolve within 3 working days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Atlassian suite is a tried and tested industry-leading third-party software package.
• Onsite support: Yes, at extra cost
• Support levels: - Critical Support SLA 24/7/365; - Critical Support response within 30 minutes ; - Critical callout/resolution charges included within the fixed monthly cost; - Management & maintenance of hosting & application; - Uptime & application monitoring (and response to alerts without your intervention); - 24/7 support hotline; - Offsite backups; - Development & testing environments; - Advanced deployment system; - Technical account manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our well-documented onboarding process guides you through a smooth service transition. Training can be conducted via Webex or at our Manchester Studio. (or at your premises at additional cost). 1 - Service orientation - General introductions - Key contract identifications - Systems introduction and access - Support service details - Onboarding process and timeline 2 - Systems orientation (on a dedicated workspace for you) - Service desk (reporting faults, checking progress) - Jira (ticket management, project management) - Confluence (documentation, collaboration) - Reporting (SLA performance, budget management)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite
• End-of-contract process: Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite. Handover: 2 x 1-hour webex / conference calls and 3 hours of helpdesk time to help facilitate and handover.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our in-house theme system is the result of over 400 hours of work leveraging insights from the world's leading user experience research organisations including the Baymard Institute, Nielsen Norman and E-Consultancy. The accelerator theme allows us to quickly construct and customise your store layout to fit devices of all shapes and sizes across 5 responsive breakpoints. Your customers can browse and buy from your store using any mobile phone or tablet.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: All administration panels are accessed via a web browser. Granular user permissions can be configured with a fully logged audit trail.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: All are tried and tested industry-leading third party software packages.
• API: Yes
• What users can and can't do using the API: All are tried and tested industry-leading third-party software packages. RestFul APIs are available for custom integrations. Many integrations for popular applications already exist within the various marketplaces.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Almost every aspect can be customised through the comprehensive extension marketplace. Our fully certified development team can also create bespoke customisations to tailor the service to your organisation's exact needs.

Scaling

• Independence of resources: Each instance is provisioned independently.

Analytics

• Service usage metrics: Yes
• Metrics types: Google analytics: We’ll integrate Google analytics with ecommerce tracking allowing you to gain a valuable insight into checkout goals in addition to how the customers arrived at your site, and their behaviour whilst they are on it. Further reporting is available from the administration panel and additional extensions.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Service encompasses various on-premise ecommerce platforms

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite. Additionally, data can also be exported at any time directly from the administration panel.
• Data export formats: CSV
• Data import formats: CSV

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)
  • Other
• Other protection within supplier network: Customer environments are logically separated into individual accounts ensuring resources are only accessible to the client account. Only CTI authorised staff have access to these accounts. AWS services are segregated via security management controls at the network and hypervisor level. Services can be connected to using TLS/SSL encrypted channels. Alternatively data-in-transit can be restricted to an IPsec or TLS VPN exclusively.

Availability and resilience

• Guaranteed availability: Service operates consistently: 24 hours, 7 days a week. Critical Faults for Severity 1 issues are based on a 24/7 calendar. With a response within 30 minutes and aim to resolve in 3 hours. Severity 2 issues are a response within 2 hours and aim to resolve within 24 hours. Severity 3 issues are a response within 9am-5pm office hours and aim to resolve within 3 working days. Office hours, 9am - 5pm.
• Approach to resilience: Hosting is provided by Amazon Web Services or Microsoft Azure, however, alternatives are available if required. Our unique implementation details are available upon request.
• Outage reporting: We report service outages via multiple channels to nominated stakeholders. (Typically The Product Owner) Automated notifications - Monitoring alert - Jira alert - Email - Text Manual notification - Call - Online chat

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We can operate a detailed hierarchy of access permissions. Your application 'self managed', allowing a superuser to manage others permissions. Public key authentication (including by TLS client certificate) Identity federation with existing provider (for example Google apps) Username or password
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS / Centre for Assessment Ltd
• ISO/IEC 27001 accreditation date: 10/11/2021
• What the ISO/IEC 27001 doesn’t cover: Our certification covers all assets, staff and facilities involved with the provision of strategic digital services, specialising in the design, development, marketing, hosting and support of websites on behalf of customers from CTI Digital's Manchester and Lancaster offices.
• 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: CTI Digital Information Services Team (IST) has been established to manage information services within the organisation, chaired by a Technical Director or Director. The IST is made up of appropriate senior organisational managers. It exists, in part, to: Ensure that CTI Digital and its staff and students meet the requirements of extant UK legislation and regulations in relation to Information Security; Ensure that there is clear direction and visible management support for security initiatives within the organisation; Ensure that appropriate risk management assessments are resourced an undertaken; and Promote security through appropriate commitment and adequate resourcing.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We adhere to best practice and rigorous QA process to review code before and test after deployment. Regular service reviews capture your requirements to security and make changes to our testing process and identifies remedial work that should take place to reach the new benchmark of compliance.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We adhere to best practice for deploying patches to our service. The threat is assessed to identify urgency vs impact on a case by case basis.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We implement New Relic / Scaylr monitoring to provide detail reports on service performance and on-going vulnerability. Notifications are handled inline with our SLAs. Service operates consistently: 24 hours, 7 days a week. Critical Faults for Severity 1 issues are based on a 24/7 calendar. With a response within 30 minutes and aim to resolve in 3 hours. Severity 2 issues are a response within 2 hours and aim to resolve within 24 hours. Severity 3 issues are a response within 9am-5pm office hours and aim to resolve within 3 working days.
• Incident management type: Supplier-defined controls
• Incident management approach: Certain service outages have automated recovery response potentially bringing services online within 2 minutes of an issue. We have common workflow process which resolve 80% of all issues. A further 10% of all issues are resolved with Systems administration intervention and only the final 10% of issues usually result in the need to write new code. Issues are reported by automated monitoring, service desk, helpline, email or chat. You receive realtime access to incident reports, and are sent regular service performance reports.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We’re investing in strategies to become carbon neutral through the schemes operated externally. Employees are encouraged to use modes of public transport where they are required to travel for business, or to care share. Where feasible, meetings are also facilitated remotely utilising a number of online communication tools. Day to day, more of our employees are working from home, reducing our overall carbon emissions; but when travelling into the office we also promote use of the company’s cycle to work scheme, along with rail and tram season tickets. Further we aim to purchase products and services from third party suppliers that share similar environmental positioning goals as our own.
• Tackling economic inequality:

  Tackling economic inequality

  We’re mindful of differing needs of all sections of the community when it comes to employment opportunities - we don’t use any auto-decision making in our recruitment process and no vacancies or roles require a University degree which could otherwise limit employment opportunities for those in deprived areas. Offering true flexible working, whether it be reduced hours or altered working hours to fit with childcare and increased working from home. A training and development fund is provided each year for employees to take advantage of and an allotted number of days which can be used for Continued Professional Development, to gain recognised qualifications. Training days are hosted for clients to join and learn new skills (outside of projects) and we continue to operate ‘Lunch and Learn’ sessions internally, for employees to not only learn topics relevant to their role, but their knowledge across wider business services.
• Wellbeing:

  Wellbeing

  During employment our workforce receive a range of benefits that aid their financial, physical and mental wellbeing. This includes flexible working hours, cycle to work scheme, life cover and annual subscription to Leafyard (mental wellbeing platform). We have a health cash plan to encourage employees to keep healthy, accessing annual health checks and the ability to claim back for everyday health costs (e.g. eye tests, dental etc.); in addition to access to remote GP services and private health care cover. Our employee assistance programme includes a wellbeing portal which gives all employees access to support for stress, mental health difficulties, financial and legal advice. Across all technologies offered, we make active contributions to digital communities and have fostered great relationships within our partner network; both of which our employees are encouraged to be part of as subject to their role and ongoing CPD.

Pricing

• Price: £40,000 an instance
• 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

• Modern Slavery statement

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