Delete Limited

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.

Features

  • 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

Benefits

  • 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

Pricing

£6000 to £70000 per licence per year

  • Education pricing available

Service documents

G-Cloud 11

330477588675290

Delete Limited

James Gallimore

0113 284 0671

james.gallimore@deleteagency.com

Service scope

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 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.
System requirements
  • Licence is required to use this service.
  • Microsoft Stack. Installations can be on-premise, IaaS or PaaS.

User support

User support
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 Yes
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
Support levels 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

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.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • DOCX
  • PPTX
  • XLSX
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
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.
API Yes
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 Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available 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.

Scaling

Scaling
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.

Analytics

Analytics
Service usage metrics Yes
Metrics types 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).
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
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 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
  • CSV
  • ODF
  • Other
Other data export formats XML
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats XML

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 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

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
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
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication Validating against appropriate roles and permission levels.

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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

Security governance

Security governance
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.

Operational security

Operational security
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.

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 £6000 to £70000 per licence per year
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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