Ixis IT Limited

Drupal Support and Maintenance

Ixis's experienced support engineers will keep your Drupal 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 also 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
  • 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 6,7 and 8
  • 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
  • Acquia Certified team

Pricing

£750 per unit per month

  • Education pricing available

Service documents

G-Cloud 10

658919919097100

Ixis IT Limited

Dan Pala

01925320041

quotes@ixis.co.uk

Planning

Planning
Planning service Yes
How the planning service works XXXXXXXXXXXXXXX
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Drupal
  • PHP

Training

Training
Training service provided No

Setup and migration

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 to pressure away by liaising between cloud providers to make an transition to or between cloud services .
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
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 request are performed 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 testing
Security services Yes
Security services type
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers 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 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 scope
Service constraints We are flexible with our approach and staff work remotely to provide support

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard service operates between 8:30am - 6pm Monday to Friday. 24/7 support available at additional charge.

P1 Emergency - Acknowledge immediately - 30 Minute response time -
Restore service in 2 hours.

P2 High - Respond within 2 hours - Restore service / best efforts fix in 4 hours.

P3 Normal - Respond within 4 hours - Restore service in 2 normal working days.

P4 Low - Respond within 2 working days - Resolve to be discussed.

P5 Feature Request - To be discussed on calls.
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.
Additional unit (8 hours) of support costs £600 per month

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

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)

Pricing

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

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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