NEXER DIGITAL LTD

Optimizely DXP Support and Maintenance

Optimizely Digital Experience Platform (DXP) is a best-in-class enterprise CMS. Nexer is an Optimizely Gold Partner. We offer full migration, support, maintenance and optimisation services through our UK-based service desk.

Features

• Audits of existing Optimizely solutions and migration to our support
• Incident management through our online ticketing system
• Patching, updates and upgrades
• Hosting consultancy and maintenance
• Uptime monitoring
• User Experience and accessibility audits
• Analytics and optimisation including A/B testing
• Web performance assessments
• Web security assessments
• Web sustainability assessments

Benefits

• Certified Optimizely Gold Solution Partner
• Fast response times with a contracted SLA
• DevOps approach
• Monthly reporting and service review meetings
• UK-based service desk
• 24/7/365 support available as an option

£100 to £130 a unit an hour

• Education pricing available

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 shaun.gomm@nexergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

855190794090565

Contact

Shaun Gomm
07878 712133
shaun.gomm@nexergroup.com

Planning

• Planning service: Yes
• How the planning service works: We provide full planning services to help clients research, design, build and support solutions using Optimizely. This includes the setup of suitable hosting.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Optimizely (all versions)
  • Episerver (all versions)

Training

• Training service provided: Yes
• How the training service works: We provide full training and ongoing support, maintenance and optimisation for Optimizely solutions. Our comprehensive training can be tailored to different roles, for example authors, editors and administrators. Our training can be face-to-face or online and we can also provide documentation and videos, if required.
• Training is tied to specific services: Yes
• Services the training service works with: Optimizely (all versions)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We provide full auditing and planning services to help clients transition to our support and maintenance. This includes technical audits of the back-end and user experience and accessibility audits of the front-end. Our technical audits include reviewing the codebase, back-office setup, plugins, hosting, and security. Our User Experience audits include reviewing the interface design, information architecture, usability, content, performance, analytics and accessibility. Our reviews result in a comprehensive report with findings, recommendations and priorities for action. We can also review GDPR and cookie compliance.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Optimizely (all versions)
  • Episerver (all versions)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We operate a DevOps model with a dedicated testing team who can assist with all aspects of quality assurance including functional, cross-browser and device, accessibility and performance testing.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management

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: Our clients can report incidents to us through our online ticketing system (JIRA) or via email or telephone. We are aligned to the ITIL incident management process. We encourage clients to provide a priority level indicator with each support request. Higher priority requests take immediate precedence over any existing lower priorities. Clients can log into their dedicated space within our ticketing system to track the status of incidents and their investigation and resolution. We can also provide monthly reports summarising all incidents and their management, if required.

Service scope

• Service constraints: If you would like us to migrate or support an Optimizely solution that was built by somebody else then we would need to carry out a technical audit to review the codebase, back-office setup, plugins, hosting, security etc. We have a tried and tested approach to audits an onboarding, and can talk you through this.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard support is normal UK office hours (09:00 to 17:00) Monday to Friday, excluding public holidays and the period between 26th December and 1st January. However, 24/7/365 support can be provided as an option. Standard response SLAs are: Priority One - 1 working hour, Priority Two - 2 working hours and Priority Three - 4 working hours.
• 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: We provide three levels of support: 1) Baseline - This is our base support tier and provides access to our support service and JIRA for issue tracking, along with backup and disaster recovery and heartbeat monitoring. 2) Baseline plus hours - Most of our clients have Baseline support plus an agreed number of hours per month. This allows us to provide agreed SLAs and also includes monthly reporting. Hours are not rolled over but we operate a flexible service where our clients can reasonably be under or over in a given month, with quarterly reconciliation and review. 3) Retainer service - This tier is Baseline plus an agreed number of hours per month. This includes a dedicated team with a clear roadmap and backlog. It also includes comprehensive analytics set-up, goal-setting and optimisation strategy.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Nexer is committed to reducing the environmental impact of its business, and of the digital products and services we design and build with our customers. We have committed to reducing our carbon footprint by 50% by 2030, in line with the wider Nexer Group. ; We have taken a number of important steps to reduce our impact on the environment: ; • Brought in an acknowledged expert in digital carbon reduction, Gerry McGovern, to advise us on how to build more sustainable products and services. ; • Calculated the carbon output of our delivery squads and developed a model, which we share with our customers and include in our commercial proposals, for calculating and reducing the carbon footprint of the projects we deliver with them. ; • Placed carbon reduction measures at the heart of our strategy, for example in informing our technology choices, building longevity principles into our designs, and committing to energy and waste reduction in our internal ways of working. ; Much more detail of our carbon reduction policies and actions can be found in our Environmental and Sustainability Strategy on the Nexer Digital website.

  Tackling economic inequality

  We take the following steps to reduce economic inequality in our hiring and staffing model:; ; • We are a Disability Confident Employer and member of the Neurodiversity in Business community.; ; • We encourage applicants from under-represented groups through:; ; 1. Our support for agile bootcamps run by Diverse & Equal, bringing career switchers from under-represented backgrounds into our industry. We have fully funded, run and employed 8 people from a D&E design bootcamp in 2023.; 2. Our partnerships with Love Circular and the Responsible Tech Collective. We’re founder members of the Responsible Tech Collective alongside organisations such as the Coop and the Department for Education. ; 3. We run all our job adverts and role specifications through a gender decoder to ensure inclusivity, and we use the Team Tailor platform to anonymise the CV and application submission process.; ; • We continually review and respond to market conditions. We review pay annually aligned to our capability frameworks which are available to all, with salaries increasing every year for everyone.; • We’ve supported two apprenticeship programmes: Manchester Digital’s Software Developer Apprenticeship and Manchester Metropolitan University’s Software Engineering Degree Apprenticeship, providing multi-year sponsored employment programmes. We’re currently sponsoring two apprentices, studying part-time and working for us, and we’re committed to further apprenticeships in future.; • We’re a partner to HI Future, providing access to employment for people who’ve experienced homelessness.

  Equal opportunity

  We have an established policy which sets out our commitments to equal opportunities and diversity and outlines the positive actions we take to promote these principles in all of our work and with all of our team members. ; • 60% of our workforce identify as women. 18% identify as being part of the LGBTQ+ community. Nexer Digital was founded and is managed by a gay woman. ; • Our team includes people who are blind, deaf, neurodiverse and have physical and cognitive disabilities. We explicitly encourage applications for roles with Nexer from people from under-represented backgrounds. We monitor this through an anonymous census to capture information about protected characteristics. ; • We take active steps to ensure our hiring strategy has equality and diversity at its heart, focusing on inclusive recruitment models such as anonymised CVs and hiring channels such as Diverse & Equal, which enable us to more effectively recruit staff from underrepresented groups.

  Wellbeing

  Staff wellbeing is at the heart of Nexer’s philosophy, enabling us to have a staff retention rate of >95% over the last 3 years (2021-2024).; ; • We train our teams in Mental Health First Aid and line managers take active steps to recognise the signs of stress, burnout or mental health issues in their teams ; • We’ve developed capability frameworks as an open, structured way to guide progression. ; • We have a disability steering group, who assess our tools and communication channels for accessibility and inclusion. ; • We have well-embedded processes in place to ensure people can do their best work, including regular time off projects, reducing likelihood of burnout. ; • We provide paid volunteer days for all team members so they can spend time away from work focusing on social impact projects or issues that they care about.

Pricing

• Price: £100 to £130 a unit an hour
• Discount for educational organisations: Yes

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 shaun.gomm@nexergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.