CANTARUS LIMITED

Umbraco Heartcore

Umbraco Heartcore is a cloud-native, headless content management platform that enables organisations to manage content centrally and deliver it across multiple digital channels via APIs. Cantarus can provision Umbraco Heartcore and support organisations through
implementation, integration and ongoing operation of the platform.

Features

• API Driven Headless CMS
• Microservices architecture
• Optimised for speed
• ISO 27001-compliant cloud platform
• Channel-agnostic editing
• Customisable interface
• Content modeling
• Content Management System
• Cloud-first CMS
• Multi-channel website

Benefits

• Structure content for any channel
• Create custom content types
• Regional autonomy
• Extensible and adaptable platform
• Full programmatic control over your content management system
• Headless APIs
• Enterprise CMS

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

Framework

G-Cloud 15

Service ID

696141894107344

Contact

Lee Adams
0161 971 3200
enquiries@cantarus.com

About your service

• Service categories:

  Applications

  Content workflow and management

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Internet Access
  • Compatible Web Browser

User support

• Email or online ticketing support: Yes
• Support response times: Our standard support is provided between the hours of 0900 and 1730 British time, Monday to Friday excluding public holidays.; ; We also provide dedicated 24/7 Business Critical support depending on the hosting package selected.; ; Service level targets – specifically the time within which we aim to be actively working on a resolution – for support are as follows (excluding on-site support):; ; Business Critical Within 1 business hour; High Priority Within 4 business hours; Medium Priority Within 2 business days; Low Priority Within 5 business days
• 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
• Onsite support: Yes, at extra cost
• Support levels: Our standard support is provided between the hours of 0900 and 1730 British time, Monday to Friday excluding public holidays. 24-Hour Severity 1 support is also available on some hosting packages.; ; Standard timebank support is purchased on a per man-day basis and can be used across any of the Cantarus service offerings - any purchased time which is unused during the month can be rolled over for up to 3 months.; ; Standard Timebank charged at £995/day with a 1 day minimum.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A member of the Cantarus consulting team will assist the buyer to determine the full scope of the project and help to correctly specified the Umbraco Heartcore requirements, sizing, use-case and any additional services required. This output will be documented in a schedule of work for and presented to the buyer.; ; A member our Client Success team will assist where possible to ensure your environment is configured according to your requirements and complies with best practice.; ; Once services are setup and configured a handover to our Client Success team will be provided, during which training on our support ticketing system and timebank reporting dashboards will be provided via an online session.; ; Further training on the CMS environment can also be included if required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Umbraco Heartcore provides a number of tools that will let you export your content and assets should you no longer require the service.; ; If only support services are being removed then the Umbraco Heartcore subscription can continue and licence purchases can be made elsewhere.
• End-of-contract process: Exact process would depend if the buyer chooses to continue using the Umbraco Heartcore service and just cancel the additional support, or if they are no longer using the products and wish to end the Umbraco Heartcore services.; ; If Umbraco Heartcore services are being continued then the buyer can continue to simple purchase just the licensing from Cantarus, or they can renew the licence with an alternative supplier.; ; If all services are to be cancelled the content can be exported if required - this service would incur an additional charge if the buyer had no Timebank allowance remaining.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The standard Umbraco Heartcore web interface is provided, as well as a separate interface is provided for logging and updating of support tickets, and the monitoring of current timebank support utilisation.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Umbraco already provides a high level of accessibility and accessibility is thought into all things we do going forward. With an increased focus on accessibility in general, an ever-expanding test-suite for anything from colour contrast to readability, and a vigilant community (and dedicated community team) keeping an eye on this, Umbraco can be confident in delivering a high standard of accessibility.
• API: Yes
• What users can and can't do using the API: API endpoints are available for Umbraco Heartcore including GraphQL and REST APIs which allow for the delivery and management of content.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation can be managed on a request basis.

Scaling

• Independence of resources: All customers are allocated a dedicated resource according to the licensing they have purchased.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics can be provided on customer preference basis.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data can be exported via the use of a command line tool to copy data to your local system, or can be extracted directly via the API. The correct approach will depend on the exact reason to the export.
• Data export formats:
  • CSV
  • ODF
  • Other
• Data import formats:
  • CSV
  • ODF
  • Other

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: Umbraco Heartcore SLA packages are available based on the solutions which is chosen and will be considered as part of the initial engagement.
• Approach to resilience: Umbraco Heartcore is powered by Microsoft Azure with a Cloudflare content delivery network (CDN).
• Outage reporting: Any outages will be reported via the Umbraco Cloud public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Support channels are locked to a limited number of contacts who are allowed to raise requests on their behalf. These contacts are the only people who are allowed to raise tickets either via the web-portal, e-mail, or telephone.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

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: We are ISO 27001 and Cyber Essentials Plus certified and place security and compliance at the centre of the services we provide. Our data protection, communications and freedom of information practices are audited annually. We maintain and execute a number of internal policies around Information Security, GDPR and Data Protection that each team within the business are responsible for executing on, with managers of each team accountable for implementation. Our data protection policy includes our principles around GDPR, data subject rights, information on personal data breaches and how to handle these, data protection impact assessments, training and information on our Data Protection Manager's roles and responsibilities. Developers receive security training in order to ensure that our team is always following security best practice and are aware of recent developments in the field. We work closely with a number of government bodies and local authorities. As such, we're well-versed in the extensive regulatory and compliance standards imposed upon suppliers, including GDPR and the DPA.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes should be requested via raising a support ticket with the Client Success team. The request will then be triaged, and allocated to the relevant internal team. The change will be assessed for any potential security or availability impact, and if appropriate a quote provided to the customer. Once agreement is in place a change request is raised. Where the change is judged to have a possible affect on the security of the site, or requires a change to a global setting to be changed the CR is escalated to a senior manager for review.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Where available we subscribe to security feeds from all our suppliers. When notification of an issue is received, we immediately assess these based on the CVSS score and the use of the feature or application within our environment. Using this data we decide if the patch can be deployed as part of our regular monthly patching schedule, or if we need to directly contact customers in order to arrange an additional at-risk window.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Full monitoring is implemented for the application and services itself. The Monitoring Service continuously executes multiple individual performance tests per Service Component at an interval no longer than 5 minutes from multiple datacenters.
• Incident management type: Supplier-defined controls
• Incident management approach: Full details of this process are documented in the Cantarus Incident Management Policy. Users who suspect an issue should immediately report this to the Information Security Manager. Depending on the scope of the potential incident, this may then immediately be escalated to the board of directors. Once an event has been verified as a potential issue, this will also be raised with the customer. On completion on the investigation and and remediation activity, the customer will be provided with a full incident report.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Peers Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: Wednesday 27 August 2025
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 certification; ; Yes; ; Who accredited the ISO/IEC 27001; ; Peers Quality Assurance Ltd; ; ISO/IEC 27001 accreditation date; ; Wednesday 27 August 2025; ; What the ISO/IEC 27001 doesn’t cover; ; Cantarus Limited’s ISO27001 certification does not cover Cantarus CRM Limited, which is a separate legal entity and therefore excluded from the scope of certification. All information security controls and audited processes apply only to the in-scope operations of Cantarus Limited as defined in the ISMS scope statement.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Peers Quality Assurance Ltd
• ISO 9001 accreditation date: Wednesday 27 August 2025
• What the ISO 9001 doesn’t cover: Cantarus Limited’s ISO9001 certification does not cover Cantarus CRM Limited, which is a separate legal entity and therefore excluded from the scope of certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Cb4ae068-17cb-4f67-89f9-0ea82c6e1dfc
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: B8bb923e-c4b1-4a2e-9c78-0ab290fa9e49
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

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