Ixis IT Limited

Drupal 7 Support and Maintenance Drupal CMS

Ixis's experienced support engineers will keep your Drupal 7 site secure via our UK based 24/7 ITIL Service Desk. We'll apply Drupal security updates, update contributed modules, assist with module selection and configure new modules. Support includes server and Drupal optimisation for performance and theme changes to an existing template.

Features

  • Fully Managed 24/7 UK ITIL led based support service
  • 30 minute response time for high priority issues under SLA
  • Web support ticketing system, telephone hotline and email
  • Detailed and transparent time tracking reports for clients
  • Flexible support model based on time not tickets (unlimited tickets)
  • Simple on-boarding and migration process
  • Comprehensive monitoring and reporting
  • Extensive public sector expertise
  • Release / deployment code quality manager role
  • Support of associated infrastructure 3rd party web services included

Benefits

  • Assurance that the application is secure and up-to date
  • Economical model, prioritising tickets and issues
  • Single point of contact for support
  • Extensive experience of Drupal 7
  • Dedicated Support Team
  • Compliments any in-house development team
  • Flexible to work with 3rd party suppliers
  • Automated security updates and patching
  • Unlimited service desk tickets & Multiple Site Support
  • Acquia Certified team - ISO9001 & ISO27001

Pricing

£750 per unit per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

3 4 2 4 8 5 7 9 5 7 8 7 7 1 5

Contact

Ixis IT Limited

Dan Pala

01925320041

quotes@ixis.co.uk

Planning

Planning service
Yes
How the planning service works
Our support service is split into two stages with an optional service review element if necessary to fulfil your internal business requirement.

Our support service begins with a site audit to provide you with an independent review which will ensure you benefit from:

Timely security updates
Quicker implementation of your support requests
Reduce possibility of security exploits from badly implemented code
Improved user experience for your site visitors
Highlights potential risks for review

Our review process covers a number of areas:
Have any inappropriate, poor or unused modules been used
Are there any outstanding security patches that should be applied
Have snippets of code been used to take shortcuts
Have contributed modules been manually modified
Do any of the custom modules look to be non-Drupal compliant in any way
Have any Drupal architecture methods been implemented incorrectly or poorly used
Has the theme been well constructed and implemented
Are there module updates that can be applied

Your report will detail any issues that should be addressed, along with actions that we advise should be addressed. We will follow up the report with a conference call to discuss any questions you may have.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Drupal
  • PHP

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Having dedicated teams to assist buyers to migrate to the cloud or between cloud providers means we take the pressure away by liaising between cloud providers to make any transition to or between cloud services.
We are happy to liaise with the current agency or team on your behalf during the handover to make sure this transition is as seamless and easy as possible for you.
Setup or migration service is for specific cloud services
Yes
List of supported services
Drupal Managed Cloud Hosting

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Ixis are ISO 9001 Certified ensuring consistent process is achieved
and followed.
All change requests are performed and tested by our team in a QA/stage environment for client testing and sign off prior to Go Live.
The Ixis Support Service is ITIL led, and our Service Desk will ensure
that the performance and availability of your system is maintained 24
hours a day.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
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 support covers any Drupal based applications developed by the buyer or 3rd party supplier.

We utilise a web accessible ITIL driven service support desk.

Multiple buyer/user accounts are available for interaction with the service support team.

Supported Hosting Services:
Amazon Web Services (AWS)
Platform.sh
Azure

Service scope

Service constraints
We are flexible with our approach and staff rotate between working in office and remotely to provide an efficient support service.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard office hours 9-5pm Monday to Friday (UK time)
P1- Urgent
= 30 Minute response time
Target to restore service in 2 hours

P2 - High
= Respond within 2 hours
Target to restore service in 4 hours

P3 - Medium
= Respond within 4 hours
Target to restore service in 2 working days

P4 - Low
= Respond within 2 working days
Resolution to be discussed

P5 - Low
= To be discussed and agreed
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
We provide a single level of support provided in units of 8 hours.

Initial unit (8 hours) of support costs £750 per month.
Additional unit (8 hours) of support costs £600 per month

We provide an ITIL qualified service desk manager (SDM).

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£750 per unit per month
Discount for educational organisations
Yes

Service documents

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