e3 media ltd t/a Great State

Sitecore Cloud service management and support

This service has been specifically designed to provide the service management and ongoing support of the Sitecore content management system in a cloud based environment. A robust scalable ongoing service management offering, service desk with trained and certified Sitecore developers that is designed to provide reassurance and service continuity.

Features

  • ITIL service management and reporting
  • Sitecore certified developers
  • Back up and disaster recovery
  • Project management and governance
  • Flexible 9/5 or 24/7/365 support available
  • Ongoing maintenance, incident reporting and monitoring
  • Quality assurance and testing
  • UK Help desk (telephone and email support)
  • Full online reporting system (Redmine)
  • Training

Benefits

  • Flexible options designed to suit your requirments
  • Support from experienced Sitecore trained staff
  • Support via email, telephone and online portal
  • Certified Sitecore solutions partner
  • Reassurance and business continuity

Pricing

£1800 to £8000 per unit per month

Service documents

G-Cloud 9

830232307042730

e3 media ltd t/a Great State

Miranda Glover

01179021333

miranda.glover@greatstate.co.uk

Planning

Planning
Planning service Yes
How the planning service works We work collaboratively with the buyer throughout the planning process. This will firstly include understanding the specific requirements, including the short and long term aims. We will agree account management requirements including billing model and subscription agreements, ensuring solution is cost effective (e.g. Identifying any funding that they are entitled to).

Key considerations will be defining required levels of the availability of the solution, security & privacy controls required, identity management and regulatory compliance (e.g. DPA), in line with security and data retention policies.

We will get a detailed understanding of the existing infrastructure, application(s) and data to understand what dependencies, 3rd Party integrations that will be required and agree transfer of ownership from existing suppliers where necessary. This will inform the storage, performance, distribution and content/data localisation needs.
This will be followed by the Definition of a Disaster Recovery model, Business Continuity plan, backup schedules and support agreements.
Once the solution has been reviewed, it will go through a rigorous risk assessment process and finally creating a cloud architecture diagram along with detailed deployment plan and migration schedule.

Designed to minimise the impact on the existing services and ensure a seamless transition to the new infrastructure.
Planning service works with specific services Yes
Hosting or software services the planning service works with Sitecore CMS planning and support for cloud hosting

Training

Training
Training service provided Yes
How the training service works We supply training and guidelines to clients as part of our commitment to ensuring the longevity of the products we build. This includes:

― Content management system training - to allow content editors to understand the content management system to ensure correct use of the features within the CMS and to ensure sustainable management of assets and content in a structured way. We can provide basic level CMS training and more specific training on the specifics of the CMS implementation.

― Technical Training - training for technical staff to allow handover of technical ownership. This can be limited to structured training or longer term consultancy to provide customised technical handover over time.

Training of the above generally comprises two elements, written guidance and face to face training. The written guidance will take the form of a manual in the case of content management training or guidelines in the case of brand of copy training. These documents provide essential reference materials with specific details which the trainee will require. These can be supplied in a digital format which the trainee can take away and then add to and expand up themselves.
Training is tied to specific services Yes
Services the training service works with Sitecore CMS

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Our team of experts have a wealth of experience in the migration applications to the cloud. Including large global asset management systems from restrictive physical environments through to deployment of large enterprise level applications into a highly secure environment (JSF) designed for Ministry of Defense.
We will configure the cloud solution to agreed cloud architecture diagrams (taking into account availability, connectivity and distribution), disaster recovery model, deployment plan and migration schedule. Implementing security & privacy controls and identity management inline with regulatory compliance (e.g. DPA), security and data retention policies.
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 Quality Assurance and testing is an intrinsic part of our process and the responsibility of the entire project team to ensure success. Our Team of ISTQB-BCS Certified (ISEB) test analysts take an iterative approach to testing including Design & Planning, Execution & Discovery, Analysing & Reporting and Learn phases. Firstly, understanding the requirements (functional and non-functional) and acceptance criteria. This is captured in a test plan with the approach, roles and responsibilities, browser/mobile device specifications, entry/exit criteria, areas of risk and assumptions.
The key areas of testing carried out by our quality assurance team covers application code, compliance performance, security and privacy. We use automated and manual executed scripts and exploratory testing and all found will be raised in Visual Studio Team Services (VSTS). We cycle through this process throughout the entire development lifecycle until all changes have passed. We implement performance tools which we continually monitor the solution, providing us with a granular level of metrics and the ability to troubleshoot and identify technical bottlenecks, enabling us to keep the solution running at an optimal level against agreed benchmarks.

Security testing

Security testing
Security testing service 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 Issues are logged in our tracking system by either the client or by e3, our monitoring often identifies issues before the client becomes aware. Once identified, the issue will be prioritised by our support team based on severity. The issue will then be investigated by a member of the development team who will seek to resolve the issue or provide a temporary work around if required. Steps taken to investigate and address the issue are recorded in the tracking system where they are fully visible to the client.

A monthly report is supplied which summarises the status of issues raised, the suggested cause and the steps taken to remedy the issue. The process by which we process support issues has been documented and defined as part of the ISO 9001 Quality Assurance standard.

This service has been designed to help support the Sitecore CMS system within a cloud hosting enviroment

Service scope

Service scope
Service constraints This service has been specifically designed for the Sitecore CMS services within a cloud environment, there are no other constraints

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All support requests would be initiated by the Client and the service will be available during normal office hours (09:00 to 17:30 Monday to Friday), excluding Bank holidays and annual shutdown period between Christmas and New Year, unless additional arrangments have been made.

P1 response time - 2 hours
P2 response time - 4 hours
P3 response time - Next working day
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 E3 provides a standard support package available during normal office hours (09:00 to 17:30 Monday to Friday)

Additional support either 7 days a week or 24/7 can be offered if required, prices are bespoke based on size of application and infrastructure.

Initial support is handled by a dedicated account manager and support tickets are managed by a technical lead.

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £1800 to £8000 per unit per month
Discount for educational organisations No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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