G-Cloud 11 services are suspended on Digital Marketplace

If you have an ongoing procurement on G-Cloud 11, you must complete it by 18 December 2020. Existing contracts with twentysix Limited are still valid.
twentysix Limited

BigCommerce Implementation

twentysix has significant expertise implementing Commerce sites rapidly and to a very high standard. We are a certified BigCommerce partner.

Features

  • Integrated Marketing and Commerce
  • SAAS fully managed ecommerce platform with five 9s uptime
  • Integration into numerous payment providers
  • Extensive plugin marketplace and API integrations with third party providers
  • Comprehensive APIs for headless commerce and multi-channel delivery
  • Hosted on Google Cloud for high quality network performance
  • Multi-lingual and multi-locale support
  • Flexible themes on configurable framework designed for mobile first
  • Safe, secure and robust
  • Designed from the ground up for rapid, cost-effective delivery

Benefits

  • Create ecommerce websites with great customer experiences quickly and cost-effectively
  • Manage promotions and offers with out of the box campaigns
  • Connect and push payment to multiple payment providers
  • Choose from a wide selection for PIM, CRM and more
  • Integrate seamlessly with your existing systems using the comprehensive API
  • Scale effortlessly to your traffic and transaction requirements automatically
  • Deliver global experiences with different languages and currencies
  • Rest assured that security and privacy controls are built in
  • Manage orders, transactions and customers within the platform
  • Manage your full product catalogue directly or using a PIM

Pricing

£350 to £875 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 Lorna.Foott@twentysixdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 11

Service ID

8 6 4 2 9 2 6 9 8 8 6 4 7 7 3

Contact

twentysix Limited Lorna Foott
Telephone: 0800 320 2626
Email: Lorna.Foott@twentysixdigital.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Twentysix provides bespoke development services which either sit alongside or integrate into BigCommerce developments. These include complex integrations into third party systems and delivery of standalone applications to meet client requirements.
Cloud deployment model
Public cloud
Service constraints
Generally there are no service constraints, though this may change dependent on requirements
System requirements
  • Core platform costs scale with transaction levels
  • Plugin cost models vary by provider

User support

Email or online ticketing support
Email or online ticketing
Support response times
We respond inline with our SLA’s as the minimum for all tickets.

Weekend coverage only covers P1 tickets (should this coverage have been selected), this is via a direct out of hours phone number, which is then supplemented by a ticket in the service desk.
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
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
N/a - this is something that we are happy to offer if a client requires it but we have not provided any to date.
Onsite support
Yes, at extra cost
Support levels
Twentysix provides two core support levels and can also work to create bespoke support packages around our client’s needs.

For in-hours coverage you receive coverage within twentysix’s UK Office hours (9AM to 5:30PM, Monday to Friday).

For 24/7 support you will receive coverage within twentysix’s UK Office hours (9AM to 5:30PM, Monday to Friday) plus 24 hours support coverage - consisting of 15 and a half hours, out of hours coverage (17:30 to 09:00 the following day, Monday to Friday). In addition, you receive 24 hours support coverage on bank holidays and weekends.

SLAs govern guaranteed response times.

We can provide bespoke support packages to fit your needs.

Cost is dependent on the coverage and amount of hours support required.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We can offer full on-boarding sessions with training on the platform, as required. BigCommerce also provide extensive service documentation, from how-to videos through to technical API documentation, to suit users of all levels.
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
Video
End-of-contract data extraction
We have a full off-boarding process for the purposes of handing over data and other assets at the end of a contract. BigCommerce provides data export facilities for transaction, product catalogue and customer data, with controls to define the export format. Additionally we can provide bespoke export facilities using the BigCommerce API.
End-of-contract process
We have a full off-boarding process for the purposes of handing over data and other assets at the end of a contract, as well as closing off the contract formally and ensuring that all contractual requirements have been met in relation to the closure of work. This is all done as either project cost or T&M depending on agreement.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The service is fully responsive and works across mobiles, desktop and other devices (TV, etc) with the same interface.
Service interface
No
API
Yes
What users can and can't do using the API
BigCommerce operates by default as a full ecommerce system, incorporating backend services as well as a mobile first responsive presentation layer.

All core functions are also available via the API to allow the platform to operate as a headless commerce system. Endpoints include:

- Product catalogue
- Pricing
- Customer tiered pricing lists
- Shipping
- Customer login
- Customer information
- Shopping basket
- Checkout
- Payments
- Orders

Each API endpoint allows for the creation of new records as well as reading existing records, and thus allows for the creation of separate presentation layers, seamless integration into apps and external websites, and integration with backend systems and services such as product information management, bookkeeping, warehouse management, customer relationship management and other services.

Performance constraints are significantly higher than competitors, with up to 400 transactions per second allowed by default.

System administrators manage access to the APIs via the platform interface to specified accounts with access level controls, ensuring that only the exact privileges required for each type of integration needs to be granted.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users can customise almost all aspects of operation, from appearance through to product catalogue structure, from customer checkout process to order fulfilment and tracking.

If using BigCommerce in as a traditional ecommerce website, all controls are made through the web administration interface. In a headless capacity or if integrating with external services, the API can be used for data and record creation and consumption whilst the web administration interface is used for policy level controls.

Administration permissions are managed within the web interface and full access level controls are implemented, meaning that each user can be enabled to customise the elements within their responsibilities without granting access to elements outside of their responsibilities.

Scaling

Independence of resources
A fully scalable service which is set to automatically increase either individual resources or servers as is needed in relation to service demand.

Analytics

Service usage metrics
Yes
Metrics types
TBC
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
BigCommerce

Staff security

Staff security clearance
Other security clearance
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)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • 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
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
We have a full off-boarding process for the purposes of handing over data and other assets at the end of a contract. BigCommerce provides data export facilities for transaction, product catalogue and customer data, with controls to define the export format. Additionally we can provide bespoke export facilities using the BigCommerce API.
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
XML

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
As a fully ISO 27001 certified development partner we ensure at the start of any project that mechanisms are agreed for the transfer of data between parties - this is hugely dependent on the buyers requirements and twentysix can usually find a way to deliver against any requirement that the buyer may have.
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
BigCommerce consistently averages 99.99% uptime each year, including during high traffic periods such as Cyber Week. SLAs and remedies vary by contract level, determined by the transaction volume and value.
Approach to resilience
Information relating to our service resilience is available on request.
Outage reporting
Outage reporting is delivered via public dashboard.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Restriction can take place using a number of different mechanisms from IP restriction through to locked out accounts.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
MQA, certificate 0549
ISO/IEC 27001 accreditation date
18/07/16
What the ISO/IEC 27001 doesn’t cover
Our entire Leeds organisation is covered by our ISO 27001 certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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
Information relating to our security policies is available upon request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
As part of our ISO 27001 certification, change control and configuration management is vitally important to twentysix. We have a change management process which we are happy to supply upon request.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
As part of our ISO 27001 certification, vulnerability management is vitally important to twentysix. We run a risk identificiation & management based model for any identified vulnerability.

Threats are generally identified through subscription to a number of services, including manufacturer/developer websites and email lists.

Any fix is generally audited by our IT/IS team against the types of systems we are running internally.

Depending on the findings of the IT/IS team then fixes are rolled out ASAP in line with internal and client requriements.

We have a full vulnerability management process which we are happy to supply upon request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
As part of our ISO 27001 certification, monitoring is vitally important to twentysix. We have a full monitoring process & procedure which we are happy to supply upon request.
Incident management type
Supplier-defined controls
Incident management approach
As part of our ISO 27001 certification, incident management is vitally important to twentysix. We have a full incident management plan which we are happy to supply upon request.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£350 to £875 a person a day
Discount for educational organisations
No
Free trial available
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 Lorna.Foott@twentysixdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.