Clerkswell

Managed service SaaS

Fully managed service for design, build and support of websites using Sitecore and Umbraco for web content management. Service includes project management, technical design and architecture, Azure cloud and Rackspace private cloud hosting with support, testing, training and reporting. ClerksWell are a gold Sitecore partner and a certified Umbraco partner.

Features

  • Technical architecture & consultancy
  • Full Azure or Rackspace cloud hosting
  • Marketing automation
  • Personalisation
  • Open developer framework
  • Agile & Waterfall project management
  • Responsive and adaptive website design & build
  • Multi lingual websites
  • Ongoing support & maintenance
  • User training

Benefits

  • Certified platform experts
  • Customer centric approach and intensive customer support
  • Established On-boarding framework
  • Tier support levels
  • Dedicated technical consultancy
  • Enterprise cloud architects
  • 99.5% up time
  • Follow Government Digital Service (GDS) Standard
  • Architectural guidance and code review
  • Automatic scaling to cope with high traffic volumes

Pricing

£650 to £1000 per person per day

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

8 8 7 8 0 4 3 7 9 4 0 1 4 0 8

Contact

Clerkswell

Nina Anderson

02076898800

hello@clerkswell.com

Service scope

Service constraints
As a reseller and manager of the Umbraco and Sitecore cloud offering there are certain limitations to our offering in terms of guarantees we can provide. We are unable for example to make fundamental changes to the products. We can make modifications and build to your requirements in most cases but in some rare cases it will not be possible. When this happens we manage, prioritise and log change requests with Umbraco and Sitecore and the changes come in a later release or they advise us on a way around the issue.
System requirements
An account on Umbraco’s SaaS service

User support

Email or online ticketing support
Email or online ticketing
Support response times
• Urgent items- Immediate
• High items- 2 hours
• Medium- 16 hours
• Low – agreed on a case by case basis

• Support will be available from 9am – 6pm, Monday to Friday (excluding any UK public or bank holidays).
• Support can be provided for out of hours’ deployments. These must be pre-arranged.
• Any request for services on a 24/7 basis can be provided with prior agreement on level of emergency and will be covered at a specific rate outside of this SLA.
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
Onsite support
Onsite support
Support levels
Our support offering is very flexible and completely tailored to our customers’ requirements. We have clearly delineated support levels based on the priority rating of the issues (this is decided by the customer).
Our support costs are dictated by the hours required and are based on our standard day rate. If 24/7, weekend support, or simply an extension of our standard 9-5 support hours we will arrange this based on the individual requirement of the customer.

• Support will be available from 9am – 6pm, Monday to Friday (excluding any UK public or bank holidays).
• Support can be provided for out of hours’ deployments. These must be pre-arranged.
• Any request for services on a 24/7 basis can be provided with prior agreement on level of emergency and will be covered at a specific rate outside of this SLA.

Every project has a project team composed of an Account Manager, Project Manager, Digital consultant, and Technical Lead.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We create peer-reviewed documentation during the project so it is available for the customer prior to them performing their User Acceptance Testing (UAT). Documents provided include:

• User Guide –a comprehensive guide targeted at Sitecore or Umbraco content editors and administrators. This is a guide to creating content on the website we have built specifically for the University. It presumes the content editors have some Sitecore or Umbraco experience or training, although a web literate person could learn from a standing start using the guide.
• Classroom exercises – content entry and Sitecore or Umbraco exercises to support classroom training sessions.
• Technical Specification – this is created at the start of the project and will be provided to the customer. It will also include documentation of interfaces/integrations with other systems, configurations and any other technical aspects that should be written down.

We provide classroom and one-on-one training courses:

• Administrator training – targeted at super users/administrators and will cover administrative activities in Sitecore or Umbraco- such as user maintenance, housekeeping, security etc.
• Content editor training – targeted at anyone who will maintain content on the system. It will be supported by the “classroom exercises” document referred to above.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Microsoft Word
End-of-contract data extraction
Everything which we build belongs to the user. We claim no ownership over the code or data.
End-of-contract process
We require three months’ notice to change or end a contract.

Using the service

Web browser interface
Yes
Using the web interface
The Sitecore and Umbraco Web Content Management systems are both accessed through a web browser so as long as the customer has internet connection and the IP address has been whitelisted they will be able to add, edit and manage all content on their live website. They can also deploy marketing features such as automated marketing, personalisation and A/B testing.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Sitecore and Umbraco are not accessibility compliant for content editors and website administrators by default. Screen readers can be used.
We have made some alterations to make certain tasks accessibility compliant but this is not a requirement we have seen a lot. However, many of the websites we build are required to be WCAG 2.0 AA or EN 301 549 compliant for end users/website visitors.
We make sure colours, fonts, video controls, images and captions are fully compliant and compatible with WCAG 2.0 AA.
Web interface accessibility testing
We have not done any testing at this point.
API
Yes
What users can and can't do using the API
The Umbraco and Sitecore CMS systems have built-in APIs which allow external systems to access their content storage. These are generally used as a convenient way to allow external systems to have read access to website content, commonly for integrating with mobile apps or other external systems that need to present the same content. However, they can also be used to write or update content as well. These APIs are REST or SOAP based, and are fairly generic.
Both Umbraco and Sitecore allow you to build customised APIs using .Net code. This allows you to tailor an API to your specific business requirements. These can be built using any .Net technology for implementing APIs and can potentially expose any CMS feature to external systems.
If Microsoft Azure is used as the hosting platform for your website deployment, then this also exposes an API which can be used for infrastructure management. This is generally accessed via Microsoft’s PowerShell scripting language, but REST endpoints are also available. Depending on your deployment strategy, this API can be used for anything from managing billing to deploying new servers and sites, as the entire Azure platform is scriptable.
API automation tools
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
  • Other
API documentation
Yes
API documentation formats
  • PDF
  • Other
Command line interface
Yes
Command line interface compatibility
Windows
Using the command line interface
3) For Infrastructure-as-a-Service and Platform-as-a-Service deployments, the PowerShell and CLI tools can be used to manage all of the infrastructure resources that the Azure platform provides. (This CLI is not available for use with Umbraco’s Software-as-a-Service deployment model) It provides an authentication and authorisation layer to ensure that users can only manage accounts and resources that they are entitled to. It then provides a full list / create / update / delete model for each of the resource types Azure offers. This includes the underlying disk storage, network addresses, virtual machines, load balancers, databases, web applications and other features. A 3rd party extension for Sitecore is also available, which adds PowerShell-based scripting and a command-line UI. This can be used to manage content and users, import and export content and files, publish changes and adjust administrative settings.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
The Microsoft Azure infrastructure underlying the content management system handles resource balancing. Based on the particular types of virtual machine deployed and their internal algorithms for traffic routing and site isolation, the datacentre systems Azure provide ensure that sites remain independent.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Umbraco and Sitecore

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • All aspects of the system can be backed up.
  • Code and content deployed to Sitecore or Umbraco
  • Databases, virtual machines and file storage
Backup controls
We agree this with our client depending on their requirements.
Any backups which are performed via the content management UI can be done by editorial users whenever they wish. Infrastructure level backups will be configured to run automatically, to strike a sensible balance between the costs of storage and maintenance they incur, and the client’s requirements for disaster recovery and support budgets.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users schedule backups through a web interface
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Microsoft’s Azure infrastructure provides at least 99.9% guarantees for the infrastructure and services it provides. The uptime guarantees are managed automatically by the Azure infrastructure. It provides automatic replication (and optionally geo-replication) of all stored data to prevent downtime from hardware failures, and the infrastructure fabric can silently switch between locations for data if issues are detected.
Services deployed using PaaS techniques can be configured to automatically swap in and out instances which are not behaving optimally. This allows a guarantee of 99.95% for availability.
Deployment via IaaS techniques, where the service is deployed into multiple “availability groups” is guaranteed to have 99.95% uptime for virtual machines.
For some Azure services, clients can opt to pay for a higher availability tier if they wish. This is commonly 99.95% but may vary depending on the services in question.
Any deployment built on top of Azure (IaaS, PaaS for Sitecore or UaaS) takes advantage of these features. However these guarantees apply to the underlying infrastructure only – the software running on top of the infrastructure (ie Sitecore or Umbraco) is not directly guaranteed by Microsoft .
Approach to resilience
Microsoft Azure’s infrastructure has been built specifically with resilience in mind. The “Azure Fabric” services which manage the system have a variety of features built in which work to ensure that the services provided by Azure are as resilient as possible.

All data in Azure’s storage layer is replicated in triplicate in a data centre. This ensures that the loss of individual drives or racks does not cause the loss of data. When a deployment is configured, it is also possible to add geo-replication of data. This ensures that all data is kept in triplicate in a second physical data centre as well.

When infrastructure such as virtual machines is deployed, they can be configured in “availability groups” where multiple VMs serve the same site. This allows the failure of one machine to be covered by the remaining machines until errors are addressed.

With platform-as-a-service deployments, the individual “workers” in a deployment are effectively disposable. The infrastructure underlying the service is able to create and destroy them as necessary. This means that if a hardware or software failure causes some to stop working correctly they can be replaced from Azure’s pool of free resources automatically and quickly.
Outage reporting
Any outages are reported via a public dashboard.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
The Azure infrastructure, and deployments of Sitecore and Umbraco on top of it, support role-based security. Administrators can define in granular terms which features and resources a particular authenticated user is allowed access too. Groups can be defined to standardise the application of collections of roles if required.
For Azure the roles control all aspects of the management process – what functions can be performed and what resources can be accessed for a particular subscription.
Umbraco and Sitecore provide security in their content management UIs, which can restrict users to particular regions of content or particular management functions.
Access restriction testing frequency
Never
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get 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
Microsoft's third-party accreditiation body
ISO/IEC 27001 accreditation date
Accreditation is done annually
What the ISO/IEC 27001 doesn’t cover
The Azure infrastructure used for deployments is covered by this accreditation, but details of any aspects not covered are not available.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
October 2016
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
Azure is covered by the certification. Anything out side of Azure is not covered.
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Certificate

Security governance

Named board-level person responsible for service security
No
Security governance certified
Yes
Security governance standards
CSA CCM version 3.0
Information security policies and processes
Owners are designated for all critical components. These systems and assets are fully documented and have defined security requirements around change management. These include an audit trail and a reporting structure through each business unit to the board where risks are discussed before any production changes. Employees are held accountable to breaches of these agreed procedures.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All code in development is held securely within a version controlled source control system (Visual Studio Team Services). All code goes through an internal review process before being released to a quality assurance environment. Once there is it subjected to further review and security testing before release to the production environment.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The product is built on the Microsoft and Azure platforms and ClerksWell actively monitors official and unofficial channels for threats to those platforms and the protocols around them. When a threat is assessed that impacts the website, patches can be deployed as soon as a mitigation is available.
Protective monitoring type
Undisclosed
Protective monitoring approach
Potential compromises would be detected via the built-in monitoring technology for the systems involved. Unexpected increases in load on servers, unexpected errors in log files, unexpected audit data or files on disk and site performance decreases are all indications that we would follow-up on. In all cases our response will be a detailed examination, to determine the cause, ensure we understand what follow-up is required and report back to the client. Response times will follow our agreed SLA with the client.
Incident management type
Undisclosed
Incident management approach
Defined processes exist for responses to outages and compromises (real or suspected). These processes are rehearsed on a regular basis. Users report incidents via a helpdesk or direct communication with a named customer services representative depending on the severity of the problem. Customer incident reports are provided via the helpdesk.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
The Azure Fabric services ensure separation between tenants on their infrastructure. It uses a variety of technologies:

• Authentication and role-based security is required for all access to the management portal its APIs and the Azure resources you own.

• Data encryption keys are specific to individual Azure accounts.

• Networking Virtual prevents network traffic from one account reaching resources in another.

• Hardware Virtualisation security prevents resources running on a server from interacting.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Customers may request or provide a list of Code of Conduct Practices implemented in the relevant data centre to assist in procurement of services that meet their environmental or sustainability standards.

Pricing

Price
£650 to £1000 per person per day
Discount for educational organisations
Yes
Free trial available
No

Service documents

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