The Dextrous Web (trading as dxw)

Campaigns Multi-site - Secure WordPress Hosting

Launch your own campaign websites with dxw digital's campaigns platform. It can be configured and launched within days and once it’s live, you benefit from hosting on GovPress, our ISO27001-certified, secure hosting service.

Choose a support arrangement that meets your needs with one of our two support plans.

Features

  • Campaigns multi-site tailored to your visual design and branding
  • Create campaigns with their own home pages and friendly URLs
  • Provided by dxw digital, which is ISO27001-certified
  • Online ticketing system, with comprehensive SLA including 24/7 emergency support
  • Flexible, on-demand scaling and replication
  • Proactive maintenance and daily back ups
  • WordPress core and plugin updates for managed clients
  • Application level firewall protection and security controls
  • Online dashboard and management tools
  • EU-based hosting in the cloud, fully GDPR compliant

Benefits

  • Specifically built for the public sector, tailored to your needs
  • Secure and reliable hosting
  • Never miss an update
  • Cost effective pricing: only pay for what you use
  • Flexible support options including an option with enhanced SLA
  • Easy access to help from our WordPress experts
  • Easy to scale up and down as needed
  • Painless deployment and rollback
  • World-class Content Delivery Network makes your site more reliable
  • Fully accessible and designed to work on all devices

Pricing

£350 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

6 9 1 3 0 8 5 5 2 3 0 8 1 2 0

Contact

The Dextrous Web (trading as dxw)

Alex Farley

0345 257 7520

sales@dxw.com

Service scope

Service constraints
Our Campaigns multi-site platform is hosted on GovPress - a specialised platform for public sector WordPress sites, and cannot host other technologies.

Sites being migrated to the service must be audited by us before being deployed onto the platform. This process may result in chargeable work being necessary; for example, if we find a security vulnerability.

Only emergency support issues can be addressed outside of business hours. Our hours of business are 1000-1800 on weekdays, excluding public holidays.
System requirements
A reasonably modern browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Tickets have four priority levels, set by dxw digital based on the impact and importance of the problem. Response times vary according to a client's support level.

Low - reply within 5 working days.
Normal - reply within 8 or 4 working hours (standard/enhanced).
High priority tickets - reply within 1 working hour or 30 working minutes (standard/enhanced).
Urgent tickets - reply within 1 hour or 30 minutes (standard/enhanced), any time, day or night.

Tickets sent to emergency support are set to Urgent priority on receipt. Urgent tickets will result in the immediate alerting of on-call members of staff.
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
Onsite support
Yes, at extra cost
Support levels
We offer two levels of support.

With our default support plan we will manage all code, maintenance, updates and uptime monitoring and provide security event monitoring intended to detect and prevent attacks You can also use our helpdesk service for help with any aspect of your site, from technical questions to tips using the WordPress administration area.

Our Managed Plus plan is for clients with higher assurance requirements. It includes all the fully-managed features above, plus a quarterly site review meeting, a named delivery manager and an enhanced SLA with faster response targets.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Dxw digital will organise the transition and subsequent service for you. We will work with you to configure the service to meet your needs. We’ll make sure that all of the options are clearly presented and explained, so that you can feel confident about your decisions.

To begin with, we’ll assess your likely capacity and support requirements. Based on this we’ll recommend a combination of support options and infrastructure that we believe best meets your needs. We can do this at a very early stage via the G-Cloud clarifications question process, so that you have all the information you need to make an informed decision. All of these aspects can also be varied throughout the life of the contract.

We can also offer help with more complex migrations that may require functional changes or assurance work to be completed, as well as supporting any internal assurance work that you might need to do within your organisation.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
If you choose to migrate your campaigns platform away from GovPress, we will ensure you have everything that you need. All you need to do is inform us and will guide you through the process. This will include getting you a copy of your database, files and source code. We will also arrange a handover meeting and can help you manage any necessary licensing arrangements.

We will discuss what format the data needs to be in with you so that you have what you need to more easily switch providers. For a fee, we can also remain involved in the migration work alongside you and your new supplier, to help them become familiar with the service and to complete a more thorough handover.
End-of-contract process
Our Campaigns multi-site platform, hosted on GovPress, provides a technical platform and approach that avoids lock-in. We have designed the off-boarding process to be as seamless and simple as possible.

If you decide to move on we will maintain close contact with you throughout the off-boarding process, to ensure quality of service from beginning to end.

We will arrange a meeting, in person or on the phone, to discuss the date you want to leave and the steps we will need to take in order to prepare your service for the move. This will include steps like data migration (see previous section), decommissioning and URL redirection, new supplier liaison and issuing final invoices.

Using the service

Web browser interface
Yes
Using the web interface
Our web interface can be used by all clients to view, manage and respond to support tickets. Self-managed customers can also use our web interface to manage their database and uploaded files and to view their log entries.
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
Not tested
API
No
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • MacOS
Using the command line interface
Developers can manage plugin and theme dependencies within their applications, start a local test server and deploy code to production.

Scaling

Scaling available
No
Independence of resources
We have strict separation between customer instances - there is no shared resource.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

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

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • WordPress site content
  • WordPress code and configuration
  • WordPress file uploads
Backup controls
The service is automatically backed up daily - this is not a user-configurable option.
Datacentre setup
Multiple datacentres
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
SSH2 (modern ciphers only)

Availability and resilience

Guaranteed availability
We aim for our Campaigns multi-site, hosted on our GovPress platform to be available 100% of the time unless a period of scheduled maintenance is underway. We acknowledge that, other than during these occasional periods, anything less than 100% availability is a lapse in the service level that you expect.

In reality, with any real-world system involving components and connectivity, there is no such thing as perfect reliability. However, if the platform becomes unavailable as a result of a failure of a component that we control, we will refund the fees paid for any period of downtime longer than 1 hour.
Approach to resilience
GovPress is designed to be extremely resilient. All GovPress-hosted clients benefit from multiple layers of caching, daily backups with the ability to quickly rebuild individual machines, load-balancing for redundancy which permits downtime-free maintenance, and extremely straightforward scaling options where additional capacity is required.

For more details, please enquire.
Outage reporting
GovPress is comprehensively monitored. For any outage incident, we alert clients via email and conduct a post-incident review.

Identity and authentication

User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Support and management interfaces require a username and password login over HTTPS.
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Devices users manage the service through
Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Certification International
ISO/IEC 27001 accreditation date
06/04/2011
What the ISO/IEC 27001 doesn’t cover
Nothing: our certification scope includes all activities of the business.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
Our information security management system covers every aspect of dxw digital's operations, including GovPress. Day-to-day security decisions are managed by our Head of Technical Operations, who reports to the Managing Director. The effectiveness of the system is reviewed at least annually. We are also subject to annual audit. Small improvements are made to our process continuously, as we learn lessons.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
GovPress is fully configuration-managed, and all changes are tracked via source control. We monitor announcements of issues related to the system-level and application-level components that we use and treat all security-related updates as high-priority work.

We constantly monitor and improve the platform as we gain experience operating it, and we consider the security impact of our changes at all stages of our work.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We keep our services under constant review. We monitor open-source intelligence and vulnerability disclosure lists in order to discover new vulnerabilities. We also proactively seek out vulnerabilities in components we use and disclose them responsibly. We treat security updates as high-priority work. The vast majority of routine updates, including security updates, are automatically applied to production machines. We regularly carry out penetration testing, both on behalf of our clients and of our own, and use the results to harden and improve our services, and to model new potential threats and attacks.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We monitor a wide variety of metrics across our infrastructure. We also monitor for anomalous log events and review these alerts centrally. Our actions based on these events vary. Our most frequent action is to refine and extend our set of rules for dropping malicious traffic and/or generating bans for the originating IP addresses. As necessary, we also carry out investigations into underlying issues, and take appropriate remedial action. We respond to these issues as they arise during business hours, at the start of business hours for non-emergency alerts, and 24/7 for critical alerts.
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
Following the initial incident response by our operations team, we carry out a post-incident review. This review is published internally and shared with clients when there is a client impact. The review identifies the nature of the incident, documents the initial response, explains the timeline and circumstances of the incident and lists agreed remedial actions. These actions are then fed into ongoing operations work. Users are able to report incidents via the support desk, and are encouraged to use our emergency address and/or follow up by phone where appropriate.

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
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
Citrix XenServer
How shared infrastructure is kept separate
Virtual machines are not shared between customers, and each virtual machine is operated within a VPC dedicated to a single client. Provision of virtual machines and their separation at the hardware level is managed by Amazon Web Services.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Dxw digital data centre partners focus on energy efficiency and continuous innovation in their data centres, and their scale allows them to achieve higher resource utilization and energy efficiency than the typical on-premises data centre. In addition to the environmental benefits inherently associated with running applications in the cloud, they have a long-term commitment to achieve 100% renewable energy usage for their global infrastructure.

Pricing

Price
£350 per unit per month
Discount for educational organisations
No
Free trial available
No

Service documents

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