TITANIUM CONSULTANCY (IT) LIMITED

WordPress Support Service

Titanium Consulting offer a full service WordPress Support Professional Services solution.

This service ensures that the WordPress solution is always available and providing a high performance service on our optimised and fully compliant secured architecture platform.

Professional WordPress support services and helpdesk.

Features

  • WordPress management
  • WordPress monitoring
  • WordPress Consultancy and Professional Services
  • Service maintenance
  • WordPress warranty
  • WordPress Defects and Incident Management
  • WordPress performance and availability
  • Help desk and telephone support
  • Problem reporting and resolution
  • WordPress security management

Benefits

  • Guaranteed service level agreement underwritten by penalties
  • High performance, highly availability WordPress solution
  • Proactive monitoring and management
  • Full Service WordPress solution support
  • Peace of mind that theWordPress solution is always available
  • 24x7 365 WordPress support
  • Single point of contact for incidents

Pricing

£400 to £750 a licence

  • Education pricing available

Service documents

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

Framework

G-Cloud 13

Service ID

8 6 7 0 2 6 3 9 2 3 5 8 0 3 7

Contact

TITANIUM CONSULTANCY (IT) LIMITED Andy Coteman
Telephone: 07980825303
Email: andycoteman@titaniumconsulting.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
WordPress Support
WordPress maintenance
WordPress Development
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
None
System requirements
WordPress

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 1 hour
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
Compliant software
Onsite support
No
Support levels
Critical (P1) - a major piece of functionality does not operate as specified under any circumstances (Within 1 hour
High (P2) - a major piece of functionality does not operate as specified under a number of different test conditions . Within 4 hours
Medium (P3) - a minor piece of functionality does not operate as specified (e.g. value defaulting on a screen, mapping of a value to a document) but there is a viable workaround Within 1 Working Day
Minor - Low / Cosmetic (P4) Within 1 Working Day
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Kick off session and training
Onboarding
Support bible
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Provide a full backup
End-of-contract process
Offboarding
Handover of support
Deletion of PII data

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Fully mobile responsive
Service interface
Yes
User support accessibility
WCAG 2.1 AAA
Description of service interface
Full service browser interface
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
Tested and compliant
API
Yes
What users can and can't do using the API
Log a support ticket
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Hours of Support
Level of support

Scaling

Independence of resources
Performance and load testing

Analytics

Service usage metrics
Yes
Metrics types
Monthly service meeting
Uptime, availability, key tickets and priority
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Complies with a recognised standard (for example CSA CCM version 3.0)
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Self service
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)

Availability and resilience

Guaranteed availability
99.9% availability
Approach to resilience
Multiple data centres and failover points
Outage reporting
Email alerts
Public dashboard

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
To nominated users
Access restriction testing frequency
At least once a year
Management access authentication
2-factor authentication

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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
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
Reporting to Board level

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Full change and config management policies
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Assess external threats
Software and hardware firewalls
Alerting software
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Software alert and intruder monitoring
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
IT Security related incidents include

Breaches of the Acceptable Use Policy;
Detection of malicious code (e.g. viruses and malware);
Network attacks or Denial of Service (DOS) attacks;
Scanning and probing of a network (where significant network resources are consumed);

Unauthorised access to an IT system;
Accidental loss of personal or other information assets;
Deliberate release of personal or other information assets;
Compromise of integrity; or
Any alerts or suspicious activity report generated by an IT system that proves to be a real security alert.

Security incidents are categorised in order to assess their impact and required level of escalation.

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 v3.0)

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)

Social Value

Fighting climate change

Fighting climate change

Titanium Consulting commit to reducing environmental impacts.
Covid-19 recovery

Covid-19 recovery

Titanium Consulting commit to assisting with Covid 19 recovery
Tackling economic inequality

Tackling economic inequality

Titanium Consulting commit to Tackling economic inequality
Equal opportunity

Equal opportunity

Titanium Consulting are committed to equal opportunity
Wellbeing

Wellbeing

We are committed to the wellbeing of our staff and clients

Pricing

Price
£400 to £750 a licence
Discount for educational organisations
Yes
Free trial available
No

Service documents

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