Connect Internet Solutions Ltd

WordPress Support

Our WordPress website support service provides a cost-effective and convenient way of looking after all your WordPress content management system (CMS) web support needs whilst assuring you of a quick turnaround for any changes you request. We support Connect-hosted, client-hosted and third-party-hosted sites.

Features

  • Convenient and no-fuss to request for WordPress support
  • Completed quickly and within agreed response times
  • Experienced support team, expert in WordPress CMS
  • Dedicated Service Manager and Help Desk
  • ISO9001 accredited process
  • Transparent, online issue-logging
  • Clear monthly reporting and audit trail of support activities performed
  • Services from adding new functionality to liaison with third parties
  • Connect holds Cyber Essentials certification

Benefits

  • Economical solution WordPress site support
  • Quick turnaround
  • Benefit from the experience and recommendations of our technical team
  • Wide service range: software upgrades/patching, accessibility testing, consultancy
  • Flexible distribution of support time over contract term
  • Flexible contracts – each contract is tailored to customer need
  • Secure access to remote hosting, if required

Pricing

£75 a person an hour

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@connectinternetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

2 7 5 1 9 5 6 1 6 0 5 6 9 6 4

Contact

Connect Internet Solutions Ltd Janet Symes
Telephone: +44 (0) 1512824321
Email: gcloud@connectinternetsolutions.com

Planning

Planning service
Yes
How the planning service works
Planning is covered at project initiation meeting, identifying client requirements, establishing strategic objectives and identifying key success measures. Our experience enables us to advise on key issues and risks and plan the best way forward.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
The following training support can be provided:
1. In-line help within the CMS interface
2. A structured walkthrough on system set-up (delivered either remotely or face-to-face)
3. WordPress CMS training manual
4. Simple User Guide for using the issue-logging system
5. Face-to-face training options are also available. We offer training off-site at customers’ premises
6. Train-the-trainer options are also available
Training is tied to specific services
Yes
Services the training service works with
WordPress CMS

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We will liaise with client and other third parties to obtain documentation, filestore and database for set up at Connect.
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 can perform load testing, accessibility testing and functional testing dependent on client requirements.

Security testing

Security services
No

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
Our WordPress support services allow access to a multi-disciplinary team to support you whether you want to make improvements to your WordPress site, fix a problem, simply keep it up-to-date or even plan for its future. All or any of the following can be undertaken:

Enhancements
For example, implementing changes to branding or look-and-feel, template/page layouts, manipulating or scaling images, generating banners, etc or adding new functionality, fixing problems, database changes, integration, adding plug-ins, upgrading components, liaison with third parties, etc

CMS support and content services
For example, advice on using the CMS, support for CMS editors, content updating/editing, user management, housekeeping

Consultancy
For example, accessibility testing, cookie checking, social media strategy, website analytics, search engine optimisation etc

Helpdesk/support:
9am to 5pm Monday to Friday (excluding bank holidays)
Hosting support: 8am to 6pm Monday to Friday (excluding bank holidays)
Tickets can be logged 24/7

Service scope

Service constraints
Minimum contract period: Six months
Minimum number support units per month: Two
Minimum contract value: £450 ex vat.
Note: one support unit = 30 mins

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response time:
2 hrs for critical support requests during normal working hours;
4 hrs for non-critical support requests.
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
Support levels
Included:
Helpdesk: 9am to 5pm Monday to Friday (excluding bank holidays) Hosting support: 8am to 6pm Monday to Friday (excluding bank holidays) Tickets can be logged 24/7

Out of hours support response (extra cost - see pricing document): 24/7

Contact details for Service Manager will be supplied.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£75 a person an hour
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@connectinternetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.