Ultimedia

EPiServer Digital Experience Cloud™ Managed Services

EPiServer Managed Services is the only enterprise-level service designed specifically for customers using EPiServer software. We enable flexibility, scalability, high availability and security, with 24x7x365 operations and support at the application and website level.

Features

  • Optimal performance via a content delivery network (CDN)
  • Dedicated private cloud or Microsoft Azure (Public)
  • 24x7x365 monitoring and incident management
  • Flexible configuration to meet individual needs
  • Application management and capacity planning
  • Best of breed services from vendors via connectors and add-ons
  • Detailed online reports on website and transaction performance
  • Proactive application and end user experience monitoring
  • Backup and retention
  • Securityy options including DDOS mitigation

Benefits

  • SLA guarantee on your web site being up and running
  • 24x7 support of software provider via Ultimedia
  • Easy to scale
  • Expert transition services available
  • Lower TCO with a fully managed service

Pricing

£750 to £1000 per person per day

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

2 3 7 1 9 5 8 6 1 8 5 0 1 3 2

Contact

Ultimedia

Glenn Stewart

07973510805

glenn.stewart@ultimedia.co.uk

Service scope

Service constraints
Support availability 24/7/365 on platform and event management. Standard support response times Start time for Major incidents (e.g. Website down) 30 mins; Target Resolution Time 2 hours. Incident escalation process available.
System requirements
  • Microsoft Windows Server 2016, 2012R2 or 2012
  • Microsoft Internet Information Services 8.5 or 8
  • Microsoft .NET Framework 4.5.2 or later
  • Microsoft MVC 5 or 4
  • Microsoft Internet Explorer 11, Mozilla Firefox, Google Chrome

User support

Email or online ticketing support
Yes, at extra cost
Support response times
08:00 to 18:00 Monday to Friday (excluding weekends and UK Bank Holidays) response is 1.Critical - Response 1 hour, Restoration 4 hours 2.Urgent - Response 1 hour, Resolution 5 days 3.Non-Urgent - Response 4 hours, Resolution 20 days. Extended and 24x7 is also available with similar response times at extra cost
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
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Episerver provides 24x7x365 monitoring and operations support for all of our Cloud customers through a dedicated global managed services team.
If there is an incident our managed services team will work within our customer’s environment to resolve the issue and provide a resolution without our customer’s involvement.

Cloud customers additionally receive Developer Support as part of their cloud subscription.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Training is available for technical and user access to the service and full documentation sets are provided both HTML and PDF
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Downloads can be arranged from SQL Server databases.
End-of-contract process
End of contract, the user will receive an extension offer and if that is not taken up the service will be terminated.

Using the service

Web browser interface
No
API
Yes
What users can and can't do using the API
Episerver provide API access through .NET libraries, RESTful services and JavaScript (for UI extensibility)
API automation tools
OpenStack
API documentation
Yes
API documentation formats
  • HTML
  • PDF
Command line interface
Yes
Command line interface compatibility
Windows
Using the command line interface
Command line support for the add-on system is implemented as a PowerShell snap-in with a set of CmdLets. The add-on system CmdLets are pluggable so that it does not need to be updated when a site or the add-on system is updated. All operations with add-ons are executed using methods from the EPiServer.Packaging assembly located on the same site where the operation is going to take place.

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Extra virtual machines can be switched in without affecting the user service
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Episerver

Staff security

Staff security clearance
Conforms to BS7858:2012
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)
  • 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 every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Regular backups of the application and databases
  • Azure backup used full hourly and transaction log
  • Web Application backed up to the Azure storage acocunt
  • Regular 24 hour backups performed
  • Database backups are replicated to a geo-redundant data center
Backup controls
Users can perform backups as required both of the web application and of the Microsoft SQL Server databases
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Group and Corporate level provide 99.7% availability. Enterprise level provides 99.9% availability
Approach to resilience
Microsoft Azure SDKs for BLOBs, Service Bus, and Entity Framework have built-in support for transient faults handling and retry policies.
Outage reporting
Episerver provide a public dashboard service, together with email alerts of any outages.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
User access within management interfaces is restricted by authentication and service design. Administrator permissions are allocated to companies accordingly. Management interface protection is in place.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
2016
What the ISO/IEC 27001 doesn’t cover
All end to end security controls covered
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
PCI Security Standards
PCI DSS accreditation date
2016
What the PCI DSS doesn’t cover
PCI DSS requirement 6.6 is covered by the certification
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
To maintain information security, only approved personnel have access to the system, the customer's environments, and individual customer data.

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
Change management tracking is performed and impact assessments of changes are produced and acted upon.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability assessments are regularly produced in conjunction with Episerver regular vulnerability monitoring. Mitigation strategies are produced, implemented and mitigation timescales determined.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Events are continually monitored and reported upon to identify potential compromises, strategies devised and implemented within a mitigation timescale.
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
Pre-defined processes are in place for common incident management events. Users report incidents via a ticketing system and timescales determined for mitigation and resolution.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
Customer data sharing the same infrastructure is kept separate by virtue of the service design

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Amazon Web Services used for Cloud Hosting

Pricing

Price
£750 to £1000 per person per day
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
All functionality of the full system

Service documents

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