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
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
- 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