Clerkswell

Fully managed Umbraco SaaS or UaaS

Fully managed service for design, build and support of websites using Sitecore and Umbraco for web content management. Service includes project management, technical design and architecture, Azure cloud and Rackspace private cloud hosting with support, testing, training and reporting. ClerksWell are a gold Sitecore partner and a certified Umbraco partner.

Features

  • Easily managed content
  • Publishing workflows
  • Built in security features
  • Multilingual
  • Real time personalisation
  • Out of the box systems integration
  • Upgrades and patches
  • Content Management Systems training
  • Digital marketing features- marketing automation, A/B testing, campaign management
  • Real time analytics to improve customer's journey on the website

Benefits

  • User friendly CMS does not require technical knowledge
  • Make sure content is approve internally before it is published
  • Best practise security features come as standard
  • Have a multilingual website with out of the box CMS
  • Engage visitors with targeted content specific to their interests
  • Integrate websites with intranets, CRMs, Ecommerce, and multiple BA tools
  • Follow the upgrade path so you have the latest functionality
  • Flexible, tailored and highly effective approach to training content editors
  • Manage campaigns, run tests and social networks on one platform
  • Qualitative insight into the behaviour of visitors to your website

Pricing

£650 to £1000 per person per day

  • Education pricing available

Service documents

G-Cloud 9

125353890403681

Clerkswell

Nina Anderson

02076898800

hello@clerkswell.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements An account on Umbraco’s SaaS service

User support

User support
Email or online ticketing support Email or online ticketing
Support response times • Urgent items- Immediate
• High items- 2 hours
• Medium- 16 hours
• Low – agreed on a case by case basis

• Support will be available from 9am – 6pm, Monday to Friday (excluding any UK public or bank holidays).
• Support can be provided for out of hours’ deployments. These must be pre-arranged.
• Any request for services on a 24/7 basis can be provided with prior agreement on level of emergency and will be covered at a specific rate outside of this SLA.
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 No
Onsite support Onsite support
Support levels Our support offering is very flexible and completely tailored to our customers’ requirements. We have clearly delineated support levels based on the priority rating of the issues (this is decided by the customer).
Our support costs are dictated by the hours required and are based on our standard day rate. If 24/7, weekend support, or simply an extension of our standard 9-5 support hours we will arrange this based on the individual requirement of the customer.
• Support will be available from 9am – 6pm, Monday to Friday (excluding any UK public or bank holidays).
• Support can be provided for out of hours’ deployments. These must be pre-arranged.
• Any request for services on a 24/7 basis can be provided with prior agreement on level of emergency and will be covered at a specific rate outside of this SLA.
Every project has a project team composed of an Account Manager, Project Manager, Digital consultant, and Technical Lead.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We create peer-reviewed documentation during the project so it is available for the customer prior to them performing their User Acceptance Testing (UAT). Documents provided include:
• User Guide –a comprehensive guide targeted at Sitecore or Umbraco content editors and administrators. This is a guide to creating content on the website we have built specifically for the University. It presumes the content editors have some Sitecore or Umbraco experience or training, although a web literate person could learn from a standing start using the guide.
• Classroom exercises – content entry and Sitecore or Umbraco exercises to support classroom training sessions.
• Technical Specification – this is created at the start of the project and will be provided to the customer. It will also include documentation of interfaces/integrations with other systems, configurations and any other technical aspects that should be written down.
We provide classroom and one-on-one training courses:
• Administrator training – targeted at super users/administrators and will cover administrative activities in Sitecore or Umbraco- such as user maintenance, housekeeping, security etc.
• Content editor training – targeted at anyone who will maintain content on the system. It will be supported by the “classroom exercises” document referred to above.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Microsoft word
End-of-contract data extraction Everything which we build belongs to the user. We claim no ownership over the code or data .
End-of-contract process We require three months’ notice to change or end a contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile functionality is all based in the design of the website. We are a mobile first agency and design for mobile by default.
Accessibility standards None or don’t know
Description of accessibility Sitecore and Umbraco are not accessibility compliant for content editors and website administrators by default. We have made some alterations to make certain tasks accessibility compliant but this is not a requirement we have seen a lot. However, many of the websites we build are required to be WCAG 2.0 AA or EN 301 549 compliant for end users/website visitors.
We make sure colours, fonts, video controls, images and captions are fully compliant and compatible with WCAG 2.0 AA.
Accessibility testing We have not done any testing to date.
API Yes
What users can and can't do using the API The Umbraco and Sitecore CMS systems have built-in APIs which allow external systems to access their content storage. These are generally used as a convenient way to allow external systems to have read access to website content, commonly for integrating with mobile apps or other external systems that need to present the same content. However, they can also be used to write or update content as well. These APIs are REST or SOAP based, and are fairly generic.
Both Umbraco and Sitecore allow you to build customised APIs using .Net code. This allows you to tailor an API to your specific business requirements. These can be built using any .Net technology for implementing APIs and can potentially expose any CMS feature to external systems.
If Microsoft Azure is used as the hosting platform for your website deployment, then this also exposes an API which can be used for infrastructure management. This is generally accessed via Microsoft’s PowerShell scripting language, but REST endpoints are also available. Depending on your deployment strategy, this API can be used for anything from managing billing to deploying new servers and sites, as the entire Azure platform is scriptable.
API documentation Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Umbraco can be customised and extended by buyers at any point. It is effectively a tool box which is used by developers to build website features and functionality.

Scaling

Scaling
Independence of resources The Microsoft Azure infrastructure underlying the content management system handles resource balancing. Based on the particular types of virtual machine deployed and their internal algorithms for traffic routing and site isolation, the datacentre systems Azure provide ensure that sites remain independent.

Analytics

Analytics
Service usage metrics Yes
Metrics types The platforms we use sit on the Azure platform, which has some analytics built in. Additionally ClerksWell build websites which can track and be optimised for Search Engine Optimisation, with meta data fields built so content editors have complete control.

Users can get accurate Google Analytics, web trends and many more common 3rd party analytics packages.

Reports can be provided which cover site usage and load as well as performance for search terms and website findability all the way through to engagement on the website so you can see the value to your business of each visit to your website.
Reporting types Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Umbraco and Sitecore

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
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 importing and exporting
Data export approach Everything which we build belongs to the user. We claim no ownership over the code or data .
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Microsoft’s Azure infrastructure provides at least 99.9% guarantees for the infrastructure and services it provides. The uptime guarantees are managed automatically by the Azure infrastructure. It provides automatic replication (and optionally geo-replication) of all stored data to prevent downtime from hardware failures, and the infrastructure fabric can silently switch between locations for data if issues are detected.
Services deployed using PaaS techniques can be configured to automatically swap in and out instances which are not behaving optimally. This allows a guarantee of 99.95% for availability.
Deployment via IaaS techniques, where the service is deployed into multiple “availability groups” is guaranteed to have 99.95% uptime for virtual machines.
For some Azure services, clients can opt to pay for a higher availability tier if they wish. This is commonly 99.95% but may vary depending on the services in question.
Any deployment built on top of Azure (IaaS, PaaS for Sitecore or UaaS) takes advantage of these features. However these guarantees apply to the underlying infrastructure only – the software running on top of the infrastructure (ie Sitecore or Umbraco) is not directly guaranteed by Microsoft .
Approach to resilience Microsoft Azure’s infrastructure has been built specifically with resilience in mind. The “Azure Fabric” services which manage the system have a variety of features built in which work to ensure that the services provided by Azure are as resilient as possible.
All data in Azure’s storage layer is replicated in triplicate in a data centre. This ensures that the loss of individual drives or racks does not cause the loss of data. When a deployment is configured, it is also possible to add geo-replication of data. This ensures that all data is kept in triplicate in a second physical data centre as well.
When infrastructure such as virtual machines is deployed, they can be configured in “availability groups” where multiple VMs serve the same site. This allows the failure of one machine to be covered by the remaining machines until errors are addressed.
With platform-as-a-service deployments, the individual “workers” in a deployment are effectively disposable. The infrastructure underlying the service is able to create and destroy them as necessary. This means that if a hardware or software failure causes some to stop working correctly they can be replaced from Azure’s pool of free resources automatically and quickly.
Outage reporting Reports can be accessed via a public dashboard.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels The Azure infrastructure, and deployments of Sitecore and Umbraco on top of it support role-based security. Administrators can define in granular terms which features and resources a particular authenticated user is allowed access too. Groups can be defined to standardise the application of collections of roles if required.
For Azure the roles control all aspects of the management process – what functions can be performed and what resources can be accessed for a particular subscription.
Umbraco and Sitecore provide security in their content management UIs, which can restrict users to particular regions of content or particular management functions.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Microsoft's third-party accreditiation body
ISO/IEC 27001 accreditation date Accreditation is done annually
What the ISO/IEC 27001 doesn’t cover The Azure infrastructure used for deployments is covered by this accreditation, but details of any aspects not covered are not available.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date October 2016
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Azure is covered by the certification. Anything out side of Azure is not covered.
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security No
Security governance accreditation Yes
Security governance standards CSA CCM version 3.0
Information security policies and processes Owners are designated for all critical components. These systems and assets are fully documented and have defined security requirements around change management. These include an audit trail and a reporting structure through each business unit to the board where risks are discussed before any production changes. Employees are held accountable to breaches of these agreed procedures.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All code in development is held securely within a version controlled source control system (Visual Studio Team Services). All code goes through an internal review process before being released to a quality assurance environment. Once there is it subjected to further review and security testing before release to the production environment.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The product is built on the Microsoft and Azure platforms and ClerksWell actively monitors official and unofficial channels for threats to those platforms and the protocols around them. When a threat is assessed that impacts the website, patches can be deployed as soon as a mitigation is available.
Protective monitoring type Undisclosed
Protective monitoring approach Potential compromises would be detected via the built-in monitoring technology for the systems involved. Unexpected increases in load on servers, unexpected errors in log files, unexpected audit data or files on disk and site performance decreases are all indications that we would follow-up on. In all cases our response will be a detailed examination, to determine the cause, ensure we understand what follow-up is required and report back to the client. Response times will follow our agreed SLA with the client.
Incident management type Undisclosed
Incident management approach Defined processes exist for responses to outages and compromises (real or suspected). These processes are rehearsed on a regular basis. Users report incidents via a helpdesk or direct communication with a named customer services representative depending on the severity of the problem. Customer incident reports are provided via the helpdesk.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £650 to £1000 per person per day
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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