Redweb Ltd

Sitecore support and maintenance

Redweb provides Sitecore CMS support and maintenance including installing modules, performance optimisation and search management. Our UK based service desk and developers are Sitecore trained. Redweb offers CMS, development, application and hosting support with defined SLAs and KPIs to ITIL best practice. Choose from flexible options including 24/7 support.


  • UK based service desk – online, telephone and email support
  • Sitecore trained developers
  • ITIL service management and reporting
  • Flexible SLAs to meet your needs
  • Incident, problem and change management
  • ISO27001:2013 security assurance
  • 24/7/365 support available
  • Full stack support – CMS, application and hosting
  • Editor and administrator support


  • Peace of mind from experienced Sitecore trained staff
  • Dedicated UK based service desk and support team
  • Support via telephone, email and online portal
  • Flexible service offerings to meet your requirements and budget
  • Regular service reviews and reporting
  • Migration and on boarding services available
  • Access to wider team (UX/design/content/SEO) if needed


£1800 to £3000 per unit per month

Service documents


G-Cloud 11

Service ID

8 8 1 5 2 0 4 8 0 8 4 0 7 2 0


Redweb Ltd

Ann-Marie Reacord

01202 779944


Planning service Yes
How the planning service works Our aim is to get up to speed with your existing website, intranet and technical infrastructure quickly whilst ensuring we are also diligent in review. This is essential in ensuring any transfer of development responsibility is completed without risk. Such onboarding requirements are achieved through hard work, experience and auditing.

Once up to speed with the current site our team of experts will be able to recommend the most suitable architecture and security options.

Activities will include finalising plans for handover of any existing assets, as well as communication plans with both your project delivery team and in-house development team. Considerations will also need to be made for environments, shared workspace and definition of source control etc. and handling and planning for these elements will form a key part of our discussions.
Planning service works with specific services Yes
Hosting or software services the planning service works with Sitecore


Training service provided No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Redweb can perform migration from your current website hosting infrastructure to the new cloud-based infrastructure. The aim of this is to ensure a smooth transfer of the site from the old to the new environment with minimal disruption. The process requires:

• Planning the migration and deployment process, based on your requirements and any constraints that need to be catered for
• Commissioning the new servers and other elements of the required hosting infrastructure
• Building the new hosting environment
• Deploying and regression testing your website and CMS in the new hosting environment
• Security testing of the website and the hosting platform and managing any issues resulting from this
• Supporting User Acceptance Testing of the site in the new environment
• Managing and supporting the live switch-over to the site in the new environment
Setup or migration service is for specific cloud services Yes
List of supported services Sitecore

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 Our QA, process ensures the solution satisfies your requirements/expectations. The system is subjected to extreme and unusual circumstances. To achieve this, Redweb utilise Jira and Zephyr to help organise and track testing effort. These are used as a repository for test scripts, results and defect management.
Selenium,Mabl,Applieye tools and Postman help to provide fast feedback,identifying issues & quickly on deployments.

In addition to testing functional requirements,the following non-functional tests will be performed:
- Load/Performance – We identify key journeys using specialist tools,run tests that mimic every-day and heavy use.Analyse the results,providing a report which shows you how specific areas of your site are performing,suggesting improvements that can be made.

- Security – We provide a web application security test against the OWASP top 10 security vulnerabilities. We use a combination of manual checks and automated scanning tools to ensure there aren’t any high-risk security vulnerabilities.

- Accessibility – We build and test to WCAG ‘A’ standards. We use manual tests supported by automated scans to ensure the standards are reached.

- Integration testing – Ensuring the system integrates with other systems.
The solution will then be progressed to UAT for testing where you will have opportunity to feedback.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works Redweb provide a dedicated support team available to assist and resolve any issues connected with your solution.

Our Service Desk is then able to utilise its dedicated set of developers, designers and other specialist personnel. All staff are based in-house and work closely together with the rest of the agency.

• Our support team works independent to our project teams ensuring they can react immediately without impacting Redweb’s day-to-day activities
• We work to ITIL, ISO9001 and ISO27001 certifications
• All support requests are ticketed using our online system allowing clients access to history, notes and trends. However we don’t underestimate the power of a telephone call and personal relationship and don’t hide anonymously behind our technology.
• We deal with critical issues through to continue nuisance problems, offering the same level of urgency and commitment
• Our service delivery can be defined by strict Service Level Agreements (SLAs). We like to have regular meetings to discuss progress and review priorities. We can offer penalty clauses against failure to deliver if required
• We offer a number of charging methods to meet our individual customers’ needs.

Service scope

Service scope
Service constraints Redweb will not be obliged to fix faults or create work-around solutions in relation to 3rd party provision of hardware, infrastructure or software.

Out-of-hours support available by phone for priority 1 issues only.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1
Initial contact - In-hours – 5 minutes. Out-of-hours – 15 minutes.
Response Time - In-hours – 5 minutes. Then ongoing regular communication.
Target Resolution Time - In-hours – 60 minutes. Out-of-hours – 120 minutes.

Priority 2
Initial contact – 10 minutes.
Response Time - In-hours – 10 minutes. Out-of-hours – N/A. Then ongoing regular communication.
Target Resolution Time - In-hours – 7 hours. Out-of-hours – N/A.

Priority 3
Initial contact – 1 hour.
Response Time - In-hours – 7 hours. Out-of-hours – N/A. Then ongoing regular communication.
Target Resolution Time - In-hours – 35 hours. Out-of-hours – N/A.
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 In-hours support @ £1800 pm for 20 hours (additional hours charged at £90 ph). Any unused hours can be rolled over to the next month within reason.

In-hours support covers:
• Website and application fault resolution
• Small BAU changes
• Updates
• Reporting
• Maintenance of peripheral services
• URL monitoring
• New technology monitoring
• Support meetings

Priority 1 example faults: failure of all website pages or major failure or degradation of a primary service affecting multiple end-users or customer’s staff

Priority 2 example faults: failure or degradation of a secondary service affecting multiple end users or customer’s staff or an incident causing medium business impact to the customer

Priority 3 example faults: incident that is specific to an individual user or has no external impact on the operation of the website, incident that can be managed interim with work around and/or unlikely to escalate to Severity 1, 2

In-hours support availability Mon-Fri 8am-6pm

Out-of-hours support @ £1200 pm (only available on top of in-hours support)
Out-of-hours availability covers all other hours including UK bank holidays for emergency P1 issues only.


Supplier type Not a reseller

Staff security

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


Price £1800 to £3000 per unit per month
Discount for educational organisations No

Service documents

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