Bang Communications Ltd

WordPress Implementation Service

Bang can help get the most from your WordPress implementation including: User research Web strategy User centred design Information architecture Wireframing Usability testing Plugin development and customisation Responsive theme development Deployment Test Training. Bang also offer a range of content services including: Content strategy Copywriting Image manipulation Story development

Features

  • WordPress management
  • WordPress monitoring
  • Service management
  • Service maintenance
  • WordPress warranty
  • WordPress performance and availability
  • WordPress security management
  • Help desk and telephone support
  • Problem reporting and resolution
  • WordPress consultancy

Benefits

  • High performance, highly available WordPress solution
  • Active monitoring and management, minimises risk of down time
  • Expert support at all levels-problems fixed on first call
  • Rapid security patching minimises service vulnerability
  • Guaranteed service level agreement underwritten by penalties
  • Consultancy helps you get the most from your WordPress solution
  • Tried and tested secure operational processes
  • Your website or intranet will always perform at its best
  • Single point of contact for any issues
  • Devops team ensures rapid resolution of any problem

Pricing

£400 per instance

Service documents

G-Cloud 10

948942232726428

Bang Communications Ltd

David Clarke

01256 370 900

david@bang-on.net

Planning

Planning
Planning service Yes
How the planning service works Bang propose that there will be a short but intensive discovery phase to build an in-depth understanding of the current situation and any current issues. This will involve both exploration and questioning, in a number of areas:
• User needs and requirements
• Technical – how things are built
• Procedural – moving forwards how will we work together
• Governance – how will we maintain oversight of the solution to ensure satisfaction
Planning service works with specific services Yes
Hosting or software services the planning service works with WordPress

Training

Training
Training service provided Yes
How the training service works On site and remote training is available.
Training is tied to specific services Yes
Services the training service works with WordPress

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Bang propose that there will be a short but intensive discovery phase to build an in-depth understanding of the current site build and any current issues. This will involve both exploration and questioning, in a number of areas:
a. Technical – how things are built
b. Procedural – moving forwards how will we work together
c. Governance – how will we maintain oversight of the solution to ensure satisfaction

Examples of the types of things we would explore in the technical area are:
• Which modules have been custom coded and why? Any issues?
• Does the infrastructure contain any caching components/layers? Varnish? Memcached?

For the procedural area we would explore:
• Roles and responsibilities
• Issue tracking and authorisation
• General day to day communications
• Change management and control
• Information assurance and security management
• Analytics and performance management

For the governance area we would explore:
• Contract management and control
• Issue management
• Level and frequency of contact and reporting

Bang have a wealth of experience of migrating websites from one environment to another and from one platform to another. The exact methodology to be employed will be an outcome of the discovery phase.
Setup or migration service is for specific cloud services No

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 Bang has always had a focus on quality and customer satisfaction.
Code changes generated by Bang will go through a full development process – unit tested on the developers own machine, tested on the ‘dev’ environment and independently tested on the ‘staging’ environment before going live. Code changes caused by patches to any element of the environment will be treated differently. Bang will wait until there is a ‘proven’ fix and an authorised release before applying any fix on to the staging environment. These will be tested. Once the tests have been passed these will be scheduled for release to production.
Having a multiple stage process with testing at each stage helps improve overall quality.
Bang will update plugins and modules as appropriate and will take great care that any dependencies between plugins are considered before they are applied. Some plugins may have unexpected side effects so we will test changes on the staging environment before releasing to production.

We have achieved ‘Cyber Essentials Scheme’ certification and are currently working towards ISO 27001 accreditation, to work with our ISO 9001 Quality Management System.

Security testing

Security testing
Security services Yes
Security services type Security testing
Certified security testers Yes
Security testing certifications
  • CREST
  • Tigerscheme

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
How the support service works The main service management tool is the Bang Issue Tracker at https://clients.bang-on.net Using the Issue Tracker, the client will be able to
• create support incidents
• update existing support incidents
• upload attachments to new or existing incidents
• access the Bang Knowledge Base for troubleshooting
• add links for articles and support incidents for easy future access
• manage authorised users

The issue tracker is available 24/7 and notification sent out as soon as an issue is raised. The issue will be picked as soon as possible by the support team.

Service scope

Service scope
Service constraints Telephone, portal and email support only. No webchat.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times With 1 hour for severity 1 issues.

Next working day for weekend tickets unless specific support arrangement agreed.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels The service channels include telephone and email support, answers to usage queries and issues, advice on how to perform certain functions and training or re-training as required.

Major issues affecting availability or performance
Major issues such as those affecting site availability or performance will be detected by the team 24x7. Bang will provide contact details for within office and out of office hours. Bang and the hosting provider would expect to respond to these issues within minutes or at the outside within an hour.

Functionality issues or queries
There may also be issues that relate to the CMS functionality, usability or the ability to update the content of the website. As well as issues there may be queries about how the CMS is intended to work, ad hoc questions or reports or changes.
For these types, before raising an issue with the Service Manager would anticipate users would have reviewed the User Guide, Q&As and existing issues.

Reporting an issue
If the user believes they have a new issue they can raise it online via the Bang Issue Tracker

You can also contact the Account Manager to raise an issue and they will raise the issue on the system.

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £400 per instance
Discount for educational organisations No

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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