Paragon Customer Communications (London) Ltd

Design & Build

We create digital products and services such as websites that play a vital role in delivering a superior customer experience. The platforms and applications we develop use the latest technical architectures, microservices, API integrations and development frameworks that take full advantage of cloud technologies and scalability.

Features

  • Acquia CMS
  • Sitecore CMS
  • Mobile development
  • Enterprise portals
  • Digital asset management
  • Component audit
  • CX journeys and persona creation
  • User testing
  • Rapid Prototyping
  • Digital brand creation

Benefits

  • scalable cloud-based CMS using open source
  • cloud-based experience management and personalisation
  • iOS and Android development
  • support applications for operational users
  • centralised management of digital assets
  • utilising the building blocks of a new digital product
  • see clear, objective and first hand evidence from customers
  • how products will be used; test content, messaging, findability, design
  • see working prototypes and how likely concepts are to succeed
  • blueprint for businesses to create elements that retain brand ethos

Pricing

£10000 to £1000000 per instance per month

Service documents

Framework

G-Cloud 11

Service ID

1 3 3 2 3 0 0 6 9 3 1 0 7 9 9

Contact

Paragon Customer Communications (London) Ltd

Tom Board

0845 859 0000

parkhouseagency@paragon-cc.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Consultancy
Data & Content
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Any constraints would be considered on a case by case basis
System requirements
N/a

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support calls are handled on the triaged priority (P1-P4) basis, in accordance with the agreed timeframes.

Service hours supported service hours falls into two categories: In hours: 0900-1800 Monday to Friday Out of hours: 1800-0900 Monday to Friday and 0900–0900 Saturdays & Sundays
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
We can tailor a support offering to meet the needs of our clients. But in essence we have split ORM support into 3 sections: incident management, maintenance & minor enhancements and continuous improvement. Each of these can be scaled to your individual requirements.

Incident management – this service is required to respond and resolve high priority incidents. ORM can offer this as either an in office hours service or as a 24/7 service

Maintenance & minor enhancements – this service is required to undertake small feature requests, rectify lower priority issues and carry out proactive maintenance

Continuous improvement – this is required to ensure SEO visibility, optimal conversion rates (CRO), optimal UX and design. These initiatives can run as part of the Managed Service retainer, although dedicated resource is required to run the programme - i.e. define the initiatives, deploy the changes, measure and assess the results

Both a technical account manager and cloud support engineer can be provided dependent on the scale of the project.
Support available to third parties
No

Onboarding and offboarding

Getting started
ORM initiates a rigorous onboarding process that covers the key elements required for a successful business relationship. We will present our approach and capture any client requirements with the aim of agreeing each of the following:

Working locations
Including visits with the client to locations for work and agreeing any co-location requirements.

Client briefings
The process required for briefing in work, ensuring that all client requirements are documented clearly.

Scoping
Present and agree templates for scope of work and agree any amendments or additions.

Commercial approvals
Discuss and agree the commercial approval process including key points of contact and expected approval and lead times.

Ramp up times
Discuss ramp up times for different teams and phases of projects.

Project planning and control
Agree the framework for project planning and sprint cycles.

Change control & risk management
Agree process for project changes and how risks / mitigations will be identified, captured and communicated.

Work sign off
Agree approach and schedule for stakeholder reviews and sign off of work.

Status and reporting
Agree format and schedule for status meetings, stakeholder reports and performance reviews.

Quality
Present quality assurance process and client user acceptance process.

Escalation
Agree process for escalation and contact details.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We can provide data in various forms as required by the client at the end of the contract e.g. encrypted flat file export
End-of-contract process
Generally, all deliverables created through the project process are handed over e.g. documentation, digital assets and access details to environments owned by the client, etc. Ad-hoc tasks such as data exports, other application development, etc, or third-party training are all costed separately as part of an exit programme.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
Yes
Description of customisation
For every project we undertake, ORM employs our proprietary, robust 5D process, which includes the phases of Discovery, Definition, Design, Development and Deployment of an initial solution/platform release or Minimum Viable Product (MVP). Discovery and Definition tend to utilise a more traditional waterfall approach; followed by agile design and delivery phases, undertaken and co-created in collaboration with you. We believe that ‘no one size fits all’ and therefore adapt our processes to suit our client’s organisation.

Scaling

Independence of resources
We have dedicated client services teams on every project. Our approach to client services is the foundation of our success, illustrated by the growth and longevity of our client relationships.

Analytics

Service usage metrics
Yes
Metrics types
Insight, analysis and optimisation: specific “deep dives” into transactions, site performance, conversion rate optimisation, multivariate testing and PCI compliance post launch, falls under the remit of our ‘continuous improvement’ team. As well as Google Analytics, we are proficient in a range of other tools such as clickstream analytics (SessionCam, Decibel Insight), survey tools and basket abandonment solutions.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
No
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
Please see response to end-of-contract approach – ORM can provide data in various forms.
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)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We have in place a 4-tier SLA, dependent on the severity of issues:

P1 – Issue renders core functionality inoperative or security breach that affects the Application
P2 – Functionality inoperative, but does not prevent the core application functioning
P3 – An issue which has little impact on operability, for which a workaround exists
P4 – Ad-hoc change requests or Helpdesk queries

Our response times on the issues can be provided to each client; we offer in and out-of-office availability too.
Approach to resilience
Information available on request
Outage reporting
We work with third-party hosting providers to guarantee a service uptime in line with the underlying SLAs. In the case of cloud providers such as Amazon Web Services, these SLAs are a minimum of 99.95%. When architecting systems, we ensure that reliability and resilience is designed from the start, removing single points of failure and configuring for high availability (e.g. database replication and failover, instance availability split across data centres etc).

Automated tools that monitor the uptime and security of our systems will alert our team (and your product owners if required) through a dashboard, and using our issue management system together with email and telephone notification channels. The same will apply for any detected cyber security breaches.

We work with clients at the start of projects to define a business continuity (BC) plan in the event of a disaster recovery (DR) event. The plan typically covers:
- Backup methodology
- Key contact details and escalation process
- Data verification procedures
- Identification of potential disaster recovery scenarios and recovery process
- Role and responsibilities
- Deployment details (hosting partner, network, hardware etc)
- Service level agreements

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
We use a range of tools, such as JIRA (Atlassian) and access levels for different staff within departments is agreed at the onboarding stage.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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
At least 12 months
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QAS International
ISO/IEC 27001 accreditation date
21/04/2018
What the ISO/IEC 27001 doesn’t cover
Information available on request
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
ISO 9001

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
ORM is ISO 27001 and 9001 accredited and we conform to industry standard security policies.

We also have an internal Cyber Security team tasked with final assurance of applications and releases prior to launch and responding to cyber related incidents should they arise. The incident escalation process is defined and communicated internally with all staff encouraged to raise security issues whenever and wherever they are located. The Cyber Security team then responds and coordinates the technical changes and where necessary liaises with external teams or other security partners.

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
Business change consultancy, planning and support are fundamental strands of any digital transformation engagement ORM undertakes. They are baked into our process from discovery through to delivery, as well as forming a dedicated stream in the digital roadmaps we create.

A solution design pack forms part of the change management process that we often “roadshow” in various forms around an organisation to gain shared understanding and adoption. Once the change management plans outlined are agreed with the client, ORM supports with their delivery.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Security is taken seriously on every project, with a secure-by-default approach taken to both the user experience and technical platform – e.g. recaptcha, encryption-at-rest, SSL by default etc. We insist on external security partners to validate major releases before launch and can either work with partners supplied or can make recommendations if required. In addition, we can configure 3rd party security tools such as CloudFlare and AWS Shield to help protect against DDoS and other forms of attack. Our support teams also configure centralised logging tools such as Kibana so that access and error logs can be regularly analysed.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Appropriate layers of Prediction, Detection, Prevention and Response will be implemented for a project. We will work with 3rd party security test companies to assure the approaches we implement. We will verify their test methodologies and scope. We insist on whitebox testing and will provide access, test data and documentation (under NDA) to maximise the effectiveness of testing. Identified issues will be scored, triaged and verified. Scheduled testing and reviews will be implemented across the lifetime of project to ensure the measures implemented remain current and appropriate.
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
Our incident management process enables us to respond and resolve high priority incidents. ORM can offer this as either an in office hours service or as a 24/7 service.

Break / fix issue resolution covering P1 and P2 incidents will be undertaken to agreed SLAs. All issues are logged and tracked via an issue management system, providing an audit trail of activities.

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
No

Pricing

Price
£10000 to £1000000 per instance per month
Discount for educational organisations
No
Free trial available
No

Service documents

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