Enterprise CMS Consultancy, Implementation & Support Services
We implement enterprise CMS platforms across a range of sectors, and our solutions are architected and implemented to deliver maximum value. We combine the power of technology with customer-centric design to unlock a CMS platform's full potential. We are a Gold Sitecore, Gold Kentico and Gold Microsoft Implementation Partner.
- Enterprise Sitecore & Kentico Solution Architecture & Consultancy
- Digital Customer Experience - Personalisation & Marketing Automation
- Sitecore & Kentico Implementation
- Multi-Site & Multi-Lingual Sitecore Solutions
- Sitecore & Kentico Upgrades & Migrations
- Sitecore & Kentico Integrations – On-Premise, & Cloud-Based System
- Enterprise Search Architectures
- Sitecore & Kentico Performance Testing
- Sitecore & Kentico Application Management and 24/7 Support Services
- CMS Implementation Health Check/Audit & Project Rescues
- Receive best practice consultancy to lower risk and maximise return
- Learning to use the platform's marketing features to maximise return
- Go to market faster utilising our expert resources
- Localise content and experiences
- Minimise risk and downtime with the latest platform releases
- Increase interopability between the CMS and your technology ecosystem
- Build fast, responsive and intelligent search tools for your customers
- Maximise performance of your platform and optimise your hosting estate
- Adhere to strict SLAs for uptime and deliver continuous improvement
- Understand issues and risks to identify quick wins and improvements
£6000 to £70000 per licence per year
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
0113 284 0671
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Delete's dedicated team of 45 .NET developers cover Sitecore, Kentico and many other open source and bespoke solutions. Our consultants can help optimise your business processes through streamlined integration with back office applications including CRM, ERP and DAM systems.|
|Cloud deployment model||Private cloud|
|Service constraints||Generally there are no constraints though this will depend on requirements.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||We offer dedicated application management and support teams who are able to respond rapidly to business and technical queries and service requests. Response time varies between 15 minutes and 1 business day. Service hours vary from Business Hours to 24/7 depending on the level of support agreed.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||The tools that we use for web chat are off the shelf. Microsoft and Slack have both independently researched and developed their tools to support assistive technologies.|
|Onsite support||Onsite support|
Our service levels are designed around your needs. Typically we provide 30-minute 24/7 SLTs for P1 and P2 incidents, 15-Minute SLTs during live or pre-planned events. Then for P3/P4 Incidents and Change/Service Requests, the SLT is based upon the needs of the customer and the capacity of the retained support team. In all cases, these are agreed upfront, and then committed in the Statement of Work. We can provide minimal support, or fully dedicated production and consultancy teams.
Our services are layered over the top of the independent service levels that are provided by the enterprise CMS software provider.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Users receive hands on training from us on how to use their platform. Training can be tailored for technical marketing and business users, and office training and certification is offered by each of our CMS software partners as well.|
|Other documentation formats||
|End-of-contract data extraction||
We hand over an export of documentation, database back-ups and code packages.
This is detailed in a commercial contract with the Organisation.
|End-of-contract process||We hand over any access details, software keys or license details back to the client in a safe and secure manner. Where appropriate, we enrol services of third party repositories and make regular deposits of code and installation instructions.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The service can be accessed by both mobile and desktop, but the service offering remains the same across both devices (and tablet).|
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
|Accessibility testing||Delete have used external companies to provide web accessibility testing. We can also undertake this ourselves using a number of open source market tools, and will do during testing.|
|What users can and can't do using the API||The CMS platforms that we implement and architect come with pre-existing API that allow for multi-channel content distribution, data in/out with CRM, ERP etc., as well as the ability to deliver personalised customer experiences across online and offline channels.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||Although we have a standard framework and approach, we work closely with our clients to tailor our services and working practices to best fit our client's needs. The CMS platforms we work with offer a flexible approach to most standard types of customisation, across all aspects of the software.|
|Independence of resources||We set up robust scalable solutions with the CMS platforms we use, which are fully scalable services that automatically increase either individual resources or servers as needed in relation to service demand.|
|Service usage metrics||Yes|
Data Centre defines infrastructure or application metrics. Depending on whether the solution is in Cloud or on premise, we can provide different infrastructure or application metrics such as Microsoft Azure application insights, New Relic or Zabbix.
We can provide anything specific to client's unique requirements. Tools like Pingdom, Hotjar and other tracking and monitoring solutions can be used (subject to the client's data security policies).
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Other data at rest protection approach||Enhanced level of encryption, where relevant.|
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||The CMS platforms we use support automated options for the extraction of page and block content, as well as any end user data.|
|Data export formats||
|Other data export formats||XML|
|Data import formats||
|Other data import formats||XML|
|Data protection between buyer and supplier networks||
|Other protection between networks||Data encryption is handled by HTTPs protocol. We also offer additional levels of encryption and pseudonymisation.|
|Data protection within supplier network||
|Other protection within supplier network||
Delete follow OWASP best practice for data protection and aligning to GDPR Principles.
Our internal network is strictly secure and no external party is able to access it.
All employees are inducted with Data Security training and annual re-training.
Availability and resilience
Application availability is governed by the service level agreement.
With our managed service, everything is measured and watched with both automated systems and human eyes, 24 hours a day, 365 days a year. We ensure that our alerting is configured to have thresholds that allow us to prevent and not just react, and that we have a constant view of what is happening.
We use multiple monitoring tools for increased reliability and redundancy. From Microsoft Azure, we use Azure Monitor and Application Insights which gives us access to application logs, diagnostic logs, activity logs and metrics for the cloud services. These include the standard diskspace and CPU usage monitors with Performance counters, application and event logs.
|Approach to resilience||We follow best industry practice for software design, development, testing and deployment. Our staff regularly attend relevant training and obtain all necessary certifications from Sitecore, Kentico and Microsoft .Net.|
|Outage reporting||Email and SMS alerts|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Different roles and permission levels allow us to control access, and we have two factor authentication to access our secure environments.
Employee access is reviewed periodically to ensure we have the appropriate access.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Description of management access authentication||Validating against appropriate roles and permission levels.|
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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials Plus|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||Other|
|Other security governance standards||Cyber Essentials Plus|
|Information security policies and processes||
All Delete staff were trained on Delete's data security policy and procedures in 2018, completed an audited and independently verified training course, and follow our established data retention and disposal procedure. We have a legal obligation and responsibility to maintain the integrity, availability and security of client information, and rigorously follow key controls.
Delete and its employees will not share client email addresses or any other client information with any other body, third party or otherwise.
Delete will also ensure that specific controls are in place to safeguard any client information as a standard practice in line with the Delete Information Security Framework. All PII is stored on our secure server environment, and all hard copy documentation is stored in securely lockable and locked cabinets when not in use.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
From the development point of view, we store all code in repositories for source version control. We have defined processes for rollouts to environments, e.g. Staging to UAT to Live (production).
For our project methodology we have a documented change management control process, and all changes are assessed using a Confluence template. This allows each requirement to be evaluated and estimated for impact on solution strategy, KPIs, quality and timelines. Part of the process incorporates our emergency change control process.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Delete utilise anti-malware software and regularly update all system components. Systems, applications development and maintenance patching is always kept up-to-date and vulnerability scans are performed regularly, and Delete's hosting environments have the appropriate monitoring and scanning series employed at datacentre level.
We have a full vulnerability management process which we are happy to supply upon request.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||We have a full protective monitoring process which we are happy to supply upon request. Our core network is protected by Meraki security appliances.|
|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||
Executing a stringent delivery process is integral to how Delete operate. We have a robust process in place for incident reporting and management which we can share with you upon request.
Depending on the nature of the incident, there are varying levels of escalation to named individuals within Delete; from Client Partner through to the Managing Director. Incident reports are also provided from our dedicated Application Management team on a monthly basis.
This way of working will be discussed and agreed with clients during the on-boarding phase.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£6000 to £70000 per licence per year|
|Discount for educational organisations||Yes|
|Free trial available||No|