3chillies

Website, App & API Hosting, Support and Maintenance

Fully managed, SLA-based support for Websites, Apps and APIs with Infrastructure as a Service and Platform as a Service options, including Kubernetes. Our support helps your business increase operational efficiency, maximise performance, and maintain a secure and reliable environment. UK business hours and 24x7 options available.

Features

• Fixed-price support packages
• Efficient incident management
• Guaranteed response times and solution SLAs
• IaaS and PaaS hosting and support
• Docker and Kubernetes capabilities
• Pro-active maintenance
• 24x7 monitoring
• Security and software patching
• Full DevOps operations, build and release pipelines
• Supported CMS platforms include Sitecore, Optimizely and Umbraco

Benefits

• Rapid response to incidents and support requests
• Cost-effective support tailored to your business need
• Reassurance and confidence that your investment is protected
• Scalable cloud platform to respond to changing needs

£748 to £1,540 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 paul@3chillies.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

793658500883433

Contact

Paul Spearman
01189 314196
paul@3chillies.co.uk

Planning

• Planning service: Yes
• How the planning service works: We consult with clients to ensure the cloud hosting and support is tailored to their needs both, covering the most appropriate use of technology, availability, security, monitoring and SLA requirements.
• 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 first carry out a full technical audit of the current solution. This is followed by an in-depth planning phase (typically a series of workshops) in which we work with our clients to review the audit findings, document requirements, then design and plan the new platform, migration strategy and roll-back plan. Once agreed, we then carry out the migration (services and data) to the candidate environment, followed by an in-depth test phase. Once tested and approved, we then carry out a migration to the live environment or live switch-over.
• 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: We have a dedicated in-house test team and conduct tests during every phase of a project. Services include:; • Preparation of full test plans; • Automated and manual testing via dedicated; • Performance and load testing; • Accessibility testing; • Browser and device testing; • Failover, scaleability and DR testing; • Security testing

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • 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 provide 24x7 or UK business hours support that is tailored to the individual needs of our clients.

Service scope

• Service constraints: We do not provide clients with on-site support. All support is carried out remotely, from our office.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Average response times to high priority (P1) enquiries within 30 minutes (business hours). Weekend / out of hours - dependant on client requirements.; ; For customers providing critical services, a 24x7x365 service and tailored SLAs can be negotiated.
• 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: No
• Support levels: Support costs and levels are tailored to individual client needs. All support levels provide a guaranteed response time and SLAs for both resolution and root cause analysis. SLAs will be negotiated and agreed with each client before support commences, but a typical SLA for a P1 would be 30 mins acknowledgement, work-around solution within 2 hours (where required) and a permanent solution within 16 hours. We have a dedicated in-house support team, managed by a Support Manager.; We have a dedicated support team, managed by a Support Manager.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 24/06/2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification covers all of the services provided by 3chillies, but not those provided by third parties.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Sustainability is a key focus for us when planning, designing, developing and migrating to cloud services. We consider the environmental impact of software development and use of technology at all stages.

Pricing

• Price: £748 to £1,540 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 paul@3chillies.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.