VU online Limited

WordPress hosting, maintenance, support and updates

Competitively priced UK hosting service for WordPress Applications.

Our friendly and helpful UK-based WordPress team manage Core and Plugin updates, as well as a backlog of CMS development requests.

Our service includes WordPress hosting, WordPress site maintenance, responsive SLA, resilient infrastructure, firewalls, security, monitoring, online helpdesk and WordPress issue tracking.

Features

• WordPress Hosting for Small, Medium and Large instances
• WordPress CMS & Server Maintenance
• Reliable & Flexible WordPress Support
• DDOS Protection Security & Firewalls
• WordPress disaster recovery policy
• Proactive Monitoring
• Implementation plan
• WordPress responsive Service Level Agreement (SLA)
• WordPress application and data daily back-ups

Benefits

• Easy backlog management for non-technical customers
• 24/7 Monitoring
• Flexible additional support hours available
• Permanent UK based WordPress team
• Cyber Essentials, GDPR compliance, PlanetMark, Living Wage Employer
• Social Value driven service - Social, Environmental & Financial
• Customer Onboarding and Offboarding
• Resilient infrastructure from major suppliers
• Regular reporting
• Compatibility with GovPress type WordPress instances

£100.00 to £500.00 a unit a month

Service documents

• Pricing document

  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@vuonline.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

681518787036664

Contact

Stuart Johnston
01803 866430
info@vuonline.co.uk

Service scope

• Service constraints: Default Limit: 20 per region; Default Limit: 5,000 volumes or an aggregate size of 20 TiBElastic IP: Default Limit: 5 per region; Elastic Load Balancer: Default Limit: 10; High I/O Instance: Default Limit: 2; Virtual Private Cloud: Default Limit: 5
• System requirements: Internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 1. Total system loss or total inability to use a module do to functionality or security problem.; 1st response: As soon as possible; ; 2. One or more users are unable to carry out critical business processes. A large number of users are unable to access the system as normal.; 1st response: As soon as possible; ; 3 One or more users are unable to perform some functions within the system. No critical systems/processes affected; 1st response: 1 day; ; 4. Minor or cosmetic problem with some functions within the; system. Does not stop system from performing designed function; 1st response: 1 day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• 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: Standard use of Slack. Text, video or audio chat available.
• Web chat accessibility testing: No testing done
• Onsite support: No
• Support levels: 1. Total system loss or total inability to use a module do to functionality or security problem.; 1st response: As soon as possible; ; 2. One or more users are unable to carry out critical business processes. A large number of users are unable to access the system as normal.; 1st response: As soon as possible; ; 3 One or more users are unable to perform some functions within the system. No critical systems/processes affected; 1st response: 1 day; ; 4. Minor or cosmetic problem with some functions within the; system. Does not stop system from performing designed function; 1st response: 1 day; ; All support charged standard hourly rate.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Initial consultation on line to capture requirement, scale and technical needs. Creation of statement of work to agree scope, SLA and payment terms. Ad hoc video training as required with client. Monthly reporting and monitoring to be agreed. Deployment and testing.
• Service documentation: No
• End-of-contract data extraction: FTP
• End-of-contract process: FTP data transfer - Free of Charge

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: Dedicated cloud instances
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Data layer
  • Application layer
• Backup controls: All backups are daily by default but can be changed to be more frequent as required.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery: Users contact the support team

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: Less than 99.99% but equal to or greater than 99.0%; 10% Credit; ; Less than 99.0% but equal to or greater than 95.0%; 30% Credit; ; Less than 95.0%; 100% Credit
• Approach to resilience: Available on request.
• Outage reporting: Slack alerts, email.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Strict named user Authentication over encryption.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Government grade ; PCI-DSS, HIPAA/HITECH, FedRAMP, GDPR, FIPS 140-2, and NIST 800-171
• Information security policies and processes: The IT infrastructure is designed and managed in alignment with best security practices and a variety of IT security standards. The following is a partial list of assurance programs:; ; SOC 1/ISAE 3402, SOC 2, SOC 3; FISMA, DIACAP, and FedRAMP; PCI DSS Level 1; ISO 9001, ISO 27001, ISO 27017, ISO 27018; ; Reporting structure is customised to customer needs.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The hosting service itself is under the developmental control of Guru.; ; The middleware or application layers used in conjunction are subject to regular expert review for security or upgrades.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Threats are managed by Guru which includes patching and updates.; ; Any middleware or application layer sitting on the service is covered under a separate agreement and process. This can be based on individual customer needs or as circumstances change.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Incidents are responded to according to agreed SLA included elsewhere in this document.; ; Monitoring takes place at Guru. Application layers which sit on the service can be monitored for unusual activity using (specifically in a WordPress system) iThemes Security Pro Scan. Additional software can include Pingdom, Uptime Robot and NewRelic as additional cost items.
• Incident management type: Undisclosed
• Incident management approach: Incidents are reported by either monitoring software, technician or client. A ticketing system linked to Slack notifies an incident in real-time to all parties to be dealt with under the agreed SLA.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: Other
• Other virtualisation technology used: Every physical machine has a hypervisor running on it. A Xen hypervisor allows multiple instances to share a single hardware platform.
• How shared infrastructure is kept separate: An organization has one management account along with zero or more member accounts. You can organize the accounts in a hierarchical, tree-like structure with a root at the top and organizational units nested under the root. Each account can be directly in the root, or placed in one of the OUs in the hierarchy.; ; Different organisatiosns have different unconnected clound instances.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Vu Online prioritizes sustainability by utilizing Green Web Foundation certified hosting, aligning with the EU Code of Conduct for Energy Efficient Data Centres. Our commitment to 100% renewable energy hosting reduces our carbon footprint and advocates for a greener economy. This approach mirrors the Code's focus on reducing environmental impact and enhancing energy efficiency within the ICT sector.; ; Our choice of hosting underscores our dedication to sustainability, leveraging renewable sources like wind and solar. We incorporate energy-efficient technologies and practices, such as server optimization and advanced cooling systems, to exceed the Code's energy efficiency expectations.; ; This initiative highlights our support for innovative, green technologies, contributing to significant reductions in greenhouse gas emissions. Vu Online practices transparent reporting on our energy efficiency measures, in strict adherence to the Code's continuous improvement guidelines.; ; By choosing Green Web Foundation certified hosting, Vu Online not only complies with the EU Code of Conduct but also leads by example in the digital marketing sector, demonstrating our commitment to environmental responsibility and sustainable business practices. Our approach sets a benchmark for the industry, showcasing the tangible benefits of integrating renewable energy and efficiency into business operations.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Vu Online exemplifies the spirit of PPN 06/20, leading with a robust commitment to integrating social and environmental values into every facet of our operations. By prioritizing initiatives like the 1% for the planet, Moor trees, the Positive Nature Network, and beach clean-ups, we champion the well-being of our communities and the environment. This commitment extends to our rigorous client acceptance policy, where thorough background checks ensure alignment with ethical, environmental, and social responsibility criteria, reflecting our stance on sustainable procurement.; ; Our pursuit of B Corp certification and the implementation of a comprehensive sustainability framework in client onboarding processes underscore our dedication to high standards of social and environmental performance. Vu Online not only adheres to these practices internally but also champions sustainable practices among our clients, advocating for a ripple effect of positive impact across the business ecosystem.; ; Transparency, accountability, and continuous improvement are the cornerstones of our approach. By maintaining open communication with all stakeholders and fostering an environment of continuous feedback and improvement, Vu Online reinforces its dedication to ethical and sustainable business operations. This policy of openness ensures that our commitment to creating a positive social and environmental impact is clear and actionable.; ; Vu Online’s approach is a testament to our belief that businesses play a pivotal role in driving societal and environmental change. Our alignment with PPN 06/20’s objectives is not just in compliance but in leading by example, demonstrating how integrating social value into business practices can create a more sustainable, inclusive, and prosperous future for all.

  Equal opportunity

  Vu Online is dedicated to promoting equal opportunities, aligning with PPN 06/20 to infuse social value into our procurement and operational strategies. Our commitment is reflected in our efforts to ensure diversity and inclusion across our workforce and community engagements.; ; Our multifaceted approach includes a rigorous client acceptance policy, screening for clients' commitment to diversity and inclusion. This ensures partnerships with organizations that share our ethos of equitable opportunities, positively impacting social values.; ; We actively engage with diverse suppliers, including SMEs, VCSEs, and businesses owned by underrepresented groups, diversifying our supply chain and fostering economic growth in marginalized communities. Internally, we prioritize equal opportunities through diversity and inclusion training, educating our team on creating an inclusive workplace and combating unconscious bias.; ; Vu Online enforces strict accountability measures, requiring transparent reporting from our partners and ourselves to monitor our effectiveness in promoting equal opportunities. This commitment to transparency and continuous improvement allows us to evolve and meet the changing needs of our community and workforce.; ; By embedding equal opportunities into our business practices, Vu Online not only meets PPN 06/20’s requirements but leads by example, showcasing the benefits of prioritizing diversity and inclusion. Our commitment to creating a more equitable society through our business practices underscores our dedication to social responsibility and sustainable development, reflecting a deep-rooted belief in the importance of equality and inclusivity in every business aspect.

  Wellbeing

  Vu Online champions holistic wellbeing, integrating mental, community, economic, and environmental health into our core practices, reflecting the ethos of PPN 06/20. Our commitment spans from internal wellness programs, including mental health support and balance-focused initiatives, to external community and environmental engagements.; ; We actively enhance community wellbeing through initiatives like beach clean-ups and the Positive Nature Network, providing digital solutions to local entities to foster a vibrant, supportive community ecosystem. Economic wellbeing is furthered by creating inclusive employment opportunities, focusing on internships and training for those facing employment barriers, and collaborating with SMEs, VCSEs, and minority-owned businesses to spur community-wide economic growth and innovation.; ; Environmental stewardship is a cornerstone of our philosophy, underscored by our participation in the 1% for the planet initiative and efforts like reforestation and community clean-ups. These actions not only minimize our environmental footprint but also contribute positively to global sustainability and biodiversity efforts.; ; Through these comprehensive initiatives, Vu Online not only adheres to but leads in the implementation of PPN 06/20’s principles, showcasing our dedication to a business model that prioritizes the wellbeing of our employees, community, economy, and the planet. This integrated approach exemplifies our commitment to fostering an environment where holistic wellbeing and sustainability are not just goals but foundational elements of our operational ethos.

Pricing

• Price: £100.00 to £500.00 a unit a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  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@vuonline.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.