Connect Internet Solutions Ltd

Umbraco Support

Umbraco support and maintenance service for your Umbraco website provides a cost-effective, convenient way of looking after all your Umbraco content management system website support needs, assuring you of a quick turnaround for any changes you request. Our Umbraco support service can be applied to Connect-hosted, client-hosted and third-party-hosted sites.

Features

  • Convenient and no-fuss to request Umbraco Support
  • Umbraco Support completed quickly and within agreed response times
  • Experienced Umbraco Support team
  • Umbraco Certified Partner
  • Dedicated Service Manager and Help Desk
  • ISO9001 accredited process
  • Transparent, online issue-logging
  • Clear monthly reporting and audit trail of support activities performed
  • Connect holds Cyber Essentials certification
  • Wide range of services

Benefits

  • Economical Umbraco Support solution
  • Quick turnaround
  • Benefit from experience and recommendations of our Umbraco Certified 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
  • Certified Umbraco Partner

Pricing

£75 per person per hour

Service documents

G-Cloud 11

404000599006436

Connect Internet Solutions Ltd

Janet Symes

+44 (0) 1512824321

gcloud@connectinternetsolutions.com

Planning

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
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. Umbraco 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 No

Setup and migration

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
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 testing
Security services No

Ongoing support

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 Umbraco support services allow access to a multi-disciplinary team to support you whether you want to make improvements to your Umbraco 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 scope
Service constraints There is a minimum contract period of six months.

User support

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

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £75 per person per hour
Discount for educational organisations 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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