KIN AND CARTA PARTNERSHIPS LTD

Episerver Services

We're one of the UK's leading Episerver partners. Our Gold Partner status recognises our product knowledge, implementation experience, and certified resources. We are able to deliver at scale, providing ongoing strategic support to our Episerver customers to ensure they are returning maximum value from the platform.

Features

  • Strategic platform consultancy
  • Experience Design, continuously optimised around insight
  • Technical design and implementation
  • Programme management and coordination of third parties
  • Agile, collaborative approach
  • Platform migration
  • Support onboarding
  • Platform optimisation

Benefits

  • Established Episerver Gold Partner with over 15 years platform experience
  • Ability to deliver at scale and provide ongoing strategic support
  • Certified Episerver Developers for Content Cloud and Commerce Cloud
  • Commitment to helping you gain maximum value from the platform
  • Focus on up-skilling your team
  • Access to knowledge and insights from our communities of practice
  • Flexible support framework from break-fix through to continuous optimisation

Pricing

£600 to £2,000 a person a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at marco.osullivan@kinandcarta.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 8 3 6 8 8 2 2 4 7 4 2 1 1 5

Contact

KIN AND CARTA PARTNERSHIPS LTD Marco O'Sullivan
Telephone: 07710020516
Email: marco.osullivan@kinandcarta.com

Planning

Planning service
Yes
How the planning service works
Working with you, we'll identify the best possible approach for implementation of the Episerver platform in line with best-practice, and your strategic direction and goals. Our team of Episerver specialists can advise across all areas of digital transformation, customer engagement, and technology to ensure maximum return on the investment made in the platform.

We will undertake an initial Discovery Phase which allows us to build an understanding of your organisation, the skills and knowledge within the teams, and the end-user goals. From here, we'll devise a strategy to implement a technical solution that delivers on your objectives, following an agile methodology.

The key benefits of our approach are:

* Fixed budget with variable scope as features are prioritised
* Embraces ongoing requirements analysis and embraces change for competitive advantage
* Priority focus delivers key / complex features quickly to facilitate early build and testing
* Complete transparency due to focus on working products
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Episerver Digital Experience Platform
  • Episerver Content Cloud
  • Episerver Commerce Cloud
  • Episerver Search & navigation
  • Apps and integrations
  • Personalised content and search

Training

Training service provided
Yes
How the training service works
We provide the ability to get your content editors trained on the Episerver platform ahead of user testing and onboarding, with training sessions tailored to your implementation. Where migrating from a legacy CMS, we can work to map old CMS content editing tasks to the new Episerver processes, helping ease the transition to the new platform for new users.

We provide instructor-led classroom-based and 'train the trainer' courses, both face to face and remotely. Bespoke implementation specfic training materials and documents are supplied.
Training is tied to specific services
Yes
Services the training service works with
Episerver Digital Experience Platform

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We work alongside Episerver’s Customer Success team to ensure smooth onboarding to the managed DXP platform, through service provisioning, DevOps setup, deployment and go-live certification. We provide services to plan, scope and deliver migrations from legacy platforms to Episerver’s managed DXP platform. This can cover migration of existing code and content from legacy Episerver on-premise implementations to Cloud, through to defining and executing a full migration strategy between dissimilar platforms.
Setup or migration service is for specific cloud services
Yes
List of supported services
Episerver Digital Experience Platform and associated products

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We take an integrated approach to delivering quality. Every member of our cross-functional teams are involved - from Product Owners or Project Managers, to Designers, Developers and Testers. We believe quality requires high standards and attention to detail at every stage of delivery, and a range of tools and techniques. Throughout our development process, we continuously apply a range of testing techniques and methodologies covering behavioural, functional, exploratory, regression, performance, security, usability and accessibility. These are applied on both a manual and automated basis.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Whether as a follow on from a successful project delivery, or as part of a take on of an existing DXP platform, we provide operational support to complement Episerver’s managed service.

We will work with your team to understand your support requirements from business, operational, technical and user viewpoints, taking into account any existing internal support solutions and teams.

From this, we will define a support service model and identify the key actions and stakeholders required to ensure effective operation. The resultant service model will typically cover service hours, service desk, escalation and resolution path through 1st-3rd line support. processes, tooling, team roles and responsibilities, third parties, reporting, SLAs.

We can offer working hours, extended hours and 24x7 support.

Service scope

Service constraints
As the software that this offering relates to is managed and provided by Episerver, their terms of service govern the use of the platform.

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLAs are typically finalised and agreed during the development of the Service Model. We will operate a standard set of SLAs with response times based on ticket priority.

Standard service hours are: Monday - Friday 09:00 - 17:30 GMT/BST, excluding statutory Bank Holidays for England and Wales. Additional hours of support or 24/7 provision can be incorporated into the Service Model.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
SLAs are typically finalised and agreed during the development of the Service Model. We operate a set of SLAs with response times based on priority:-

P1 - The service has been subjected to a serious security breach or outage.
P2 - Service unavailability that will stop, or has the potential to stop, significant parts of the business operation and will have an immediate impact on users and/or result in lost revenue
P3 - Service is operational but degraded functionality - customer journey impact and/or revenue loss will not be recognised for 1-3 days
P4 - Degraded functionality is affecting parts of the business operation, but the customer journey and revenue is not impacted
P5 - Request for information or change that is not a related to abnormal behaviour of the service

Response times vary between 15 mins and 8 hours, depending on priority.

Based on the Service Model, we can provide a fixed price support allowance per month, T&M or fixed price depending on the nature of the issue or change.

We will appoint a Service Manager, who has day to day responsibility for the smooth running of the service including issue and escalation management, reporting, key relationships and communications

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft, Google Cloud, G-Suite, HCL, Acoustic, VMware Tanzu, IBM

Staff security

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

Pricing

Price
£600 to £2,000 a person a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at marco.osullivan@kinandcarta.com. Tell them what format you need. It will help if you say what assistive technology you use.