Ultimedia

EPiServer Digital Experience Cloud™ Managed Services

EPiServer Managed Services is the only enterprise-level service designed specifically for customers using EPiServer software. We enable flexibility, scalability, high availability and security, with 24x7x365 operations and support at the application and website level.

Features

  • Optimal performance via a content delivery network (CDN)
  • Dedicated private cloud or Microsoft Azure (Public)
  • 24x7x365 monitoring and incident management
  • Flexible configuration to meet individual needs
  • Application management and capacity planning
  • Best of breed services from vendors via connectors and add-ons
  • Detailed online reports on website and transaction performance
  • Proactive application and end user experience monitoring
  • Backup and retention
  • Securityy options including DDOS mitigation

Benefits

  • SLA guarantee on your web site being up and running
  • 24x7 support of software provider via Ultimedia
  • Easy to scale
  • Expert transition services available
  • Lower TCO with a fully managed service

Pricing

£750 to £1000 per person per day

  • Free trial available

Service documents

G-Cloud 9

933841647834236

Ultimedia

Glenn Stewart

07973510805

glenn.stewart@ultimedia.co.uk

Service scope

Service scope
Service constraints Support availability 24/7/365 on platform and event management. Standard support response times Start time for Major incidents (e.g. Website down) 30 mins; Target Resolution Time 2 hours. Incident escalation process available.
System requirements
  • Microsoft Windows Server 2016, 2012R2 or 2012
  • Microsoft Internet Information Services 8.5 or 8
  • Microsoft .NET Framework 4.5.2 or later
  • Microsoft MVC 5 or 4
  • Microsoft Internet Explorer 11, Mozilla Firefox, Google Chrome

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response 30 mins, resolution 2 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Episerver provides 24x7x365 monitoring and operations support for all of our Cloud customers through a dedicated global managed services team.
If there is an incident our managed services team will work within our customer’s environment to resolve the issue and provide a resolution without our customer’s involvement.

Cloud customers additionally receive Developer Support as part of their cloud subscription.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training is available for technical and user access to the service and full documentation sets are provided both HTML and PDF
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Downloads can be arranged from SQL Server databases.
End-of-contract process End of contract, the user will receive an extension offer and if that is not taken up the service will be terminated.

Using the service

Using the service
Web browser interface No
API Yes
What users can and can't do using the API Episerver provide API access through .NET libraries, RESTful services and JavaScript (for UI extensibility)
API automation tools OpenStack
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility Windows
Using the command line interface Command line support for the add-on system is implemented as a PowerShell snap-in with a set of CmdLets. The add-on system CmdLets are pluggable so that it does not need to be updated when a site or the add-on system is updated. All operations with add-ons are executed using methods from the EPiServer.Packaging assembly located on the same site where the operation is going to take place.

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources Extra virtual machines can be switched in without affecting the user service
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards

Resellers

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

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • 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 every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach In-house destruction process

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Regular backups of the application and databases
  • Azure backup used full hourly and transaction log
  • Web Application backed up to the Azure storage acocunt
  • Regular 24 hour backups performed
  • Database backups are replicated to a geo-redundant data center
Backup controls Users can perform backups as required both of the web application and of the Microsoft SQL Server databases
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Group and Corporate level provide 99.7% availability. Enterprise level provides 99.9% availability
Approach to resilience Microsoft Azure SDKs for BLOBs, Service Bus, and Entity Framework have built-in support for transient faults handling and retry policies.
Outage reporting Episerver provide a public dashboard service, together with email alerts of any outages.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels User access within management interfaces is restricted by authentication and service design. Administrator permissions are allocated to companies accordingly. Management interface protection is in place.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

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 Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 2016
What the ISO/IEC 27001 doesn’t cover All end to end security controls covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification PCI Security Standards
PCI DSS accreditation date 2016
What the PCI DSS doesn’t cover PCI DSS requirement 6.6 is covered by the certification
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes To maintain information security, only approved personnel have access to the system, the customer's environments, and individual customer data.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Change management tracking is performed and impact assessments of changes are produced and acted upon.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability assessments are regularly produced in conjunction with Episerver regular vulnerability monitoring. Mitigation strategies are produced, implemented and mitigation timescales determined.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Events are continually monitored and reported upon to identify potential compromises, strategies devised and implemented within a mitigation timescale.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Pre-defined processes are in place for common incident management events. Users report incidents via a ticketing system and timescales determined for mitigation and resolution.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Separation between users

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 Customer data sharing the same infrastructure is kept separate by virtue of the service design

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £750 to £1000 per person per day
Discount for educational organisations No
Free trial available Yes
Description of free trial All functionality of the full system

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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