Webcurl Ltd

Customer Experience & Case Management Support

Providing specialist support services for our Customer Experience digital customer service environment with multi-channel collaborative case management. Our team provides a range of support offerings to enable fast implementation, on-going support and delivery of tailored self-service portals & eForms across multiple devices.

Features

  • Multi-disciplinary team of specialists covering Drupal, CRM and Portals
  • 30 minute response time for high priority issues
  • Provides on-going support for our Customer Experience Platform
  • Extensive Integration experience (e.g. CRM - Microsoft Dynamics 365)
  • Offers skills transfer services to allow self-service
  • Experienced with Drupal 6, Drupal 7 and Drupal 8
  • Support hours purchased can be used with any Webcurl solution
  • Responsive Design approach, Mobile First
  • Flexible multi-use support packages for development, issues or patching
  • Drupal web solution performance monitoring and optimisation skills

Benefits

  • Experienced Drupal portal provider with proven public sector track record
  • Transparent business practices fostering a partnership with our customers
  • Drupal can be tightly integrated with existing organisation websites
  • Improves customer experience and self service success for users
  • Monitor and manage Drupal portal performance and accessibility
  • Modify, extend, add portal services over time using Drupal modules
  • Fast turnaround of projects - on time and on budget
  • GDPR compliant and ISO 27001 accredited provider
  • 24/7 Online Support Portal which shows support hour consumption
  • Automated security updates and patching

Pricing

£1,000 to £14,000 a licence a year

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

9 4 6 0 3 7 5 5 9 6 1 9 5 0 7

Contact

Webcurl Ltd Colin Sherry
Telephone: 01865 741762
Email: colin.sherry@webcurl.co.uk

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
We have a number of existing training courses and manuals that we have developed over the years in response to client requests for various levels of training . We have found our courses to be extremely effective in getting novices to a position where they feel confident in performing the tasks required as part of their daily jobs; as well as for taking more advanced users to the next level of site management.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Our dedicated teams assists buyers to migrate to the cloud from their existing Drupal or existing CMS platform.

We have extensive experience migrating from legacy CMS systems, static html sites and proprietary systems such as Sharepoint.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We ensure consistent quality in our delivery through the implementation of specific and measurable quality objectives in line with our ISO9001 principles.

We deliver digital products and services through an Agile methodology. Continuous learning and adapting to change is central to all of this approach and plays a key role in guiding our team.

We work in short improvement cycles, continuously making, testing, and learning in order to respond to customer and business needs.

During a project we aim to manage the process through a series of five phases, with multiple short iterations of development during each phase. This allows us to measure progress against a baseline project plan while still retaining the ability to provide early visibility of
progress to our clients.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We are happy to support most products that run on Linux based systems.

We can also support Windows products running on the Azure platform if required.

Support Enquiries can be captured via multiple channels including E-mail, Phone or our Webcurl 24/7 Online Portal.

Cases are recorded within our CRM system, assigned a severity level and then follow a transparent process which is visible for clients to track progress.

Service scope

Service constraints
No Constraints

User support

Email or online ticketing support
Email or online ticketing
Support response times
2 hours - Monday - Friday, 24/7 online portal, Out of hours support available for critical issues.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Our support packages are based on time used and is billed in 15 minute increments. The cost of a support contract is determined by the amount of time purchased in advance and is detailed below. Time Block Cost per block 10 Hours - £ 1,100 20 Hours - £ 2,000 30 Hours - £ 2,800 50 Hours - £ 4,500 100 Hours - £ 8,400 200 Hours - £ 15,000 Webcurl provides an initial response within 2 hours for critical tickets with a proposed action and resolution timescale being posted within 4 working hours. Other tickets will be acknowledged within a maximum of 4 hours with a proposed action and resolution timescale being posted the same day. Webcurl provide help-desk support via telephone, e-mail and the online portal during the hours of 9.00am to 5.00pm UK time (excluding weekends and days which are public holidays in England).

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£1,000 to £14,000 a licence a year
Discount for educational organisations
Yes

Service documents