Code Enigma Limited

Drupal application and user support

We have a dedicated team of people looking after our Drupal support customers. You can call us any UK working day, between 9am and 6pm, or raise a ticket 24/7/365, and ask us anything Drupal, from checking some code someone wrote, to how to make a heading bold.

Features

  • Monthly retainer, guaranteed minimum hours
  • Ask us absolutely anything Drupal
  • Dedicated Drupal support team from experienced developers
  • Dedicated support dashboard, branded for your organisation
  • Carry-over hours you don't use to next month (option)
  • Telephone support
  • Only 30 days cancellation notice
  • ISO 27001 information security certified systems
  • ISO 9001 service management systems

Benefits

  • Support for your in-house web editors
  • Support for your in-house web developers
  • Can be provided with complementary hosting services
  • Direct contact with named people providing support
  • Continue to improve your service after launch

Pricing

£450 to £500 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

1 2 0 1 1 3 1 2 5 2 1 5 7 6 7

Contact

Code Enigma Limited

Greg Harvey

020 3588 1550

sales@codeenigma.com

Planning

Planning service
Yes
How the planning service works
Planning is normally a secondary consideration within a pure application support contract. However, we will normally either be providing support to an application we have helped you to design and build, or we may need to plan for how take over and stabilise an application we did not build. In both cases we use a series of onsite visits to carry out investigation and to establish as integrated an approach as possible between your and our team. This will involve co-working, use of shared tools for project management and tracking, and regular meetings to monitor progress. In terms of methodology, our work is based on Agile Scrum although support is generally provided with a service level agreement so Agile really refers to our mentality rather than the terms of engagement.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
We provide onsite training for internal Drupal teams. Each course is customised to meet your specific requirements and uses your equipment.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Migration will apply where we are taking over an existing Drupal application and providing support. This may either by on our hosting service or an external service. We will start by auditing the application to be supported. We'll be looking at performance, state of the Drupal application, and integration points.
We will also audit how version control is being used as we can only support Drupal sites using version control, preferably Git.
We will formulate a plan for moving the application into version control using either a Git provider of your choice or our own GitLab service. We will then test the application within a multi-stage deployment environment, including backups. Once we are confident about application stability, we will formulate a plan for going live within the new environment, particularly around DNS management.
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 audit existing Drupal sites using a set of tools to check for evidence of a hacked application. We also audit for code compliance against Drupal standards. We will audit for performance using New Relic along with load testing. If required, we will audit for accessibility and W3C standards compliance.

Security testing

Security services
Yes
Security services type
  • Security risk management
  • 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 will support Drupal sites in a range of hosting environments, provided version control and best-practice for security are applicable. We will also support APIs being used to connect Drupal to other services although our ability to do this will depend on the quality of documentation available for the API.

Service scope

Service constraints
We require an automated deployment system with multi-stage deployment. This could be any modern Continuous Integration platform, or any similar system providing automated deployment that does not allow developers to have direct access to client production data or configurations. We will also only provide support services that conform to our ISO 27001 information security policies.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 1 UK working day.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
We use Mattermost, which is WCAG 2.0 compliant:
https://docs.mattermost.com/overview/compliance.html#accessibility-compliance
Web chat accessibility testing
None
Support levels
Application support is available at one level only, tickets are raised by email or ticketing system and will be responded to within 1 working day at the most. You will have a dedicated, named account manager and a lead implementer. You will also receive a client manual for service orientation.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
None

Pricing

Price
£450 to £500 per unit per month
Discount for educational organisations
No

Service documents

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