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 per person per day

Service documents

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

0800 320 2626

Lorna.Foott@twentysixdigital.com

Service scope

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

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

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

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

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

Analytics
Service usage metrics Yes
Metrics types TBC
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold BigCommerce

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 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-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

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

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

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

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

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

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

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £350 to £875 per person per day
Discount for educational organisations No
Free trial available No

Service documents

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