CTI Digital

Scalable Umbraco Hosting

Scalable Umbraco 7 & 8 Hosting for all Umbraco platforms including website and intranet. Migrate to a cloud Microsoft Azure managed service includes monitoring, support SLA, maintenance, and backups.

Configure high availability / high performance with load balancers, CDN and advanced cache for business-critical services.

Features

  • Certified: Umbraco Developers, Partners, PCI Compliant, ISO27001 ISO9001 , ITIL
  • Integrate: Sage , Salesforce, Xero, Raisers Edge
  • Integrate: Microsoft Dynamics NAV, SAP Business one, AI tools
  • Integrate: bespoke, ERP, CRM, Accounts, 3rd party data feeds
  • Marketing: Bronto, Dotmailer, DotDigital, MailChimp, Campaign Monitor
  • Theme: Accessibility, WCAG, Mobile first, Responsive, Design, Theme, Templates
  • Optimise: User Experience UX, Conversion Rate Optimisation CRO, SEO
  • Payment: Sagepay, Adyen, Braintree, Paypal, Klarna, Stripe, Applepay, Stripe, Worldpay
  • Improve: Speed Optimisation, Cache, Content Distribution Network CDN, Scalable, Performance
  • Feature: B2B, B2C, Portal, Intranet, eLearning

Benefits

  • Project Management: Agile, SCRUM, Waterfall, Government Digital Services GDS
  • Quality Assurance QA : ISO 9001, ISO14001, Automated,Smoke,Unit, Testing
  • Research: Buyer Journey, Customer Persona, Analytics, Business Intelligence, Split A/B
  • Team: UK Based, Certified, Strategy, Creative, Design, Marketing, Development
  • GDS: Discovery, Alpha, Prototype, Beta, Public Beta, Live
  • Specialist: Content Strategy, Card Sorting, Navigation Mapping, Integration, Migration, DevOps.
  • Clients: Government, Education, Local Council, Charity, Multi-nationals, Large, SME, Start-up
  • Hosting: Azure, Amazon AWS, Rackspace, UKFast, Scalable, Cloud, High Availability,
  • Support: Maintenance, Service Level Agreement SLA, 24/7/365, 99.99% Uptime
  • Migration from: Umbraco, Drupal, SiteCore, WagtailCMS, Squiz, Wordpress

Pricing

£250 per instance per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

5 7 2 0 8 2 2 4 9 6 7 4 1 7 5

Contact

CTI Digital

Steve Gale

0161 713 2434

tenders@ctidigital.com

Service scope

Service constraints
Hosting specifically optimised for:
Umbraco 6
Umbraco 7
Umbraco 8
Bespoke .NET applications

Hosting service is only available with our Umbraco support services.
System requirements
  • Umbraco 6
  • Umbraco 7
  • Umbraco 8
  • .NET based applications
  • MSSQL databases
  • Relational Databases
  • SOLR
  • Azure Search
  • Azure Redis
  • Azure SQL DB / Cosmos DB

User support

Email or online ticketing support
Email or online ticketing
Support response times
Service operates consistently: 24 hours, 7 days a week. Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours Important Fault: Response 5 Hours / Target Fix 3 Days
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
Atlassian suite is a tried and tested industry-leading third-party software package.
Onsite support
Yes, at extra cost
Support levels
Support from £500 / month based on a 12-month contract.
- Price varies based on number of storefronts and online turnover

Service includes:
- Critical Support SLA 24/7/365
- Critical Support response within 1 hour
- Critical callout/resolution charges included within the fixed monthly cost
- Management & maintenance of hosting & application
- Uptime & application monitoring (and response to alerts without your intervention)
- 24/7 support hotline
- Offsite backups
- Development & testing environments
- Advanced deployment system
- Technical account manager
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our well-documented onboarding process guides you through a smooth service transition. Training can be conducted via Webex or at our Manchester Studio. (or at your premises at additional cost).

1 - Service orientation
- General introductions
- Key contract identifications
- Systems introduction and access
- Support service details
- Onboarding process and timeline

2 - Systems orientation (on a dedicated workspace for you)
- Service desk (reporting faults, checking progress)
- JIRA (ticket management, project management)
- Confluence (documentation, collaboration)
- Reporting (SLA performance, budget management)
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Application:
You will have continuous access to pull a copy from the code repository.

Documentation:
You will have continuous access to export from the Atlassian suite.
End-of-contract process
Application:
You will have continuous access to pull a copy from the code repository.

Documentation:
You will have continuous access to export from the Atlassian suite.

Handover:
2 x 1-hour webex / conference calls and 4 hours of helpdesk time to help facilitate and handover.

Using the service

Web browser interface
Yes
Using the web interface
Atlassian suite of project management tools provides service performance metrics, ticket management, and direct audited communication with the full team.
Web interface accessibility standard
WCAG 2.1 A
Web interface accessibility testing
Atlassian suite is a tried and tested industry-leading third-party software package.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
Each instance is provisioned independently through Amazon Web Services.
Usage notifications
Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft Azure

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Developed Vetting (DV)

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
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Hosting environment configuration
  • Drupal application
  • Database (product, orders, customer etc)
Backup controls
As a managed service you can control your back up options by liaising with our support services team.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Service operates consistently: 24 hours a day, 7 days a week. Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours Important Fault: Response 5 Hours / Target Fix 3 Days
Approach to resilience
Hosting is provided by Amazon Web Services, however, alternatives are available if required. Our unique implementation details are available upon request.
Outage reporting
We report service outages via multiple channels to nominated stakeholders. (Typically The Product Owner) Automated notifications - Monitoring alert - JIRA alert - Email - Text Manual notification - Call - Online chat

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Username or password
Access restrictions in management interfaces and support channels
We can operate a detailed hierarchy of access permissions. Your application 'self managed', allowing a superuser to manage others permissions. Public key authentication (including by TLS client certificate) Identity federation with existing provider (for example Google apps) Username or password Other Other
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Devices users manage the service through
Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

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 Security Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
CTI Digital Information Services Team (IST) has been established to manage information services within the organisation, chaired by a Technical Director or Director. The IST is made up of appropriate senior organisational managers. It exists, in part, to: Ensure that CTI Digital and its staff and students meet the requirements of extant UK legislation and regulations in relation to Information Security; Ensure that there is clear direction and visible management support for security initiatives within the organisation; Ensure that appropriate risk management assessments are resourced an undertaken; and Promote security through appropriate commitment and adequate resourcing.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We adhere to Umbraco Development best practice and rigorous QA process to review code before and test after deployment. Regular service reviews capture your requirements to security and make changes to our testing process and identifies remedial work that should take place to reach the new benchmark of compliance.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We adhere to Umbraco & Azure best practice for deploying patches to our service. The threat is assessed to identify urgency vs impact on a case by case basis
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We implement New Relic monitoring to provide detail reports on service performance and on-going vulnerability. Notifications are handled inline with our SLAs.

Service operates consistently: 24 hours a day, 7 days a week.
Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours
Important Fault: Response 5 Hours / Target Fix 3 Days
Incident management type
Supplier-defined controls
Incident management approach
Certain service outages have automated recovery response potentially bringing services online within 2 minutes of an issue. We have common workflow process which resolve 80% of all issues. A further 10% of all issues are resolved with Systems administration intervention and only the final 10% of issues usually result in the need to write new code. Issues are reported by automated monitoring, servicedesk, helpline, email or chat. You receive realtime access to incident reports, and are sent regular service performance reports.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
No

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
AWS
https://aws.amazon.com/about-aws/sustainability/

Pricing

Price
£250 per instance per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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