CTI Digital

Scalable Magento Hosting

Scalable Magento 2 Hosting for Magento Open Source / Community or Enterprise / Commerce. Migrate to cloud Amazon Web Services AWS managed service includes monitoring, support SLA, maintenance, and backups.

Configure high availability / high performance with load balancers, CDN and advanced cache for business-critical services.

Features

• Certified: Magento Developers, Partners, PCI Compliant, ISO27001 ISO9001 , ITIL
• Integrate: Sage 50 x3 200 one, Salesforce, Xero, Linnworks, Orderwise
• Integrate: Microsoft Dynamics NAV, SAP Business one, Brightpearl, Access Dimensions
• Integrate: bespoke, ERP, CRM, Accounts, Back Office, Stock Management
• Marketing: Amazon, eBay, Bronto, Dotmail, DotDigital, MailChimp, Campaign Monitor
• Theme: Accessibility, WCAG, Mobile first, Responsive, Design, Theme, Templates
• Optimise: User Experience UX, Conversion Rate Optimisation CRO, Checkout, Basket
• Payment: Sagepay, Adyen, Braintree, Paypal, Klarna, Stripe, Applepay, Stripe, Worldpay
• Improve: Speed Optimisation, Cache, Content Distribution Network CDN, Scalable, Performance
• Feature: B2B, B2C, Portal, Click and Collect, Store, Sample, Payments

Benefits

• Project Management: Agile, SCRUM, Waterfall, Government Digital Services GDS
• Quality Assurance QA : ISO 9001, Automated,Smoke,Unit, Testing
• Research: Buyer Journey, Customer Persona, Analytics, Business Intelligence, Split A/B
• Team: UK Based, Magento Certified, Strategy, Creative, Design, Marketing, Development
• GDS: Discovery, Alpha, Prototype, Beta, Public Beta, Live
• Specialist: Content Strategy, Card Sorting, Navigation Mapping, Integration, Migration, DevOps.
• Clients: Government, Education, Local Council, Charity, Multi-nationals, Large, SME, Start-up
• Hosting: Amazon AWS, Rackspace, UKFast, Azure, Scalable, Cloud, High Availability,
• Support: Maintenance, Service Level Agreement SLA, 24/7/365, 99.99% Uptime
• Migration: Magento end of life, Shopify Plus, BigCommerce, Shopware, Hybris,

£350 an instance a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@ctidigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

957427338326037

Contact

Steve Gale
0161 713 2434
tenders@ctidigital.com

Service scope

• Service constraints: Hosting specifically optimised for:; Magento 1 Community; Magento 1 Enterprise; Magento 2 Community / Open Source; Magento 2 Enterprise / Commerce; ; Hosting service is only available with our Magento support services.
• System requirements:
  • Magento 1 Community
  • Magento 1 Enterprise
  • Magento 2 Community / Open Source
  • Magento 2 Enterprise / Commerce

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service operates consistently: 24 hours, 7 days a week. Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours Important Fault: Response 5 Hours / Target Fix 3 Days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Atlassian suite is a tried and tested industry-leading third-party software package.
• Onsite support: Yes, at extra cost
• Support levels: Hosting from £350 per instance/month and Support from £500/month based on a 12-month contract. ; - Price varies based on number of storefronts and online turnover; ; Service includes:; - Critical Support SLA 24/7/365; - Critical Support response within 1 hour; - Critical callout/resolution charges included within the fixed monthly cost; - Management & maintenance of hosting & application; - Uptime & application monitoring (and response to alerts without your intervention); - 24/7 support hotline; - Offsite backups; - Development & testing environments; - Advanced deployment system; - Technical account manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our well-documented onboarding process guides you through a smooth service transition. Training can be conducted via Webex or at our Manchester Studio. (or at your premises at additional cost).; ; 1 - Service orientation; - General introductions; - Key contract identifications; - Systems introduction and access; - Support service details; - Onboarding process and timeline; ; 2 - Systems orientation (on a dedicated workspace for you); - Service desk (reporting faults, checking progress); - JIRA (ticket management, project management); - Confluence (documentation, collaboration); - Reporting (SLA performance, budget management)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Application:; You will have continuous access to pull a copy from the code repository.; ; Documentation:; You will have continuous access to export from the Atlassian suite.
• End-of-contract process: Application:; You will have continuous access to pull a copy from the code repository.; ; Documentation:; You will have continuous access to export from the Atlassian suite.; ; Handover:; 2 x 1-hour webex / conference calls and 4 hours of helpdesk time to help facilitate and handover.

Using the service

• Web browser interface: Yes
• Using the web interface: Atlassian suite of project management tools provides service performance metrics, ticket management, and direct audited communication with the full team.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: Atlassian suite is a tried and tested industry-leading third-party software package.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Each instance is provisioned independently through Amazon Web Services.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • SMS
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Amazon Web Services (AWS)

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• 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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Hosting environment configuration
  • Magento application
  • Database (product, orders, customer etc)
• Backup controls: As a managed service you can control your back up options by liaising with our support services team.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • 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: Service operates consistently: 24 hours a day, 7 days a week. Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours Important Fault: Response 5 Hours / Target Fix 3 Days
• Approach to resilience: Hosting is provided by Amazon Web Services, however, alternatives are available if required. Our unique implementation details are available upon request.
• Outage reporting: We report service outages via multiple channels to nominated stakeholders. (Typically The Product Owner) Automated notifications - Monitoring alert - JIRA alert - Email - Text Manual notification - Call - Online chat

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)
  • Username or password
• Access restrictions in management interfaces and support channels: We can operate a detailed hierarchy of access permissions. Your application 'self managed', allowing a superuser to manage others permissions. Public key authentication (including by TLS client certificate) Identity federation with existing provider (for example Google apps) Username or password
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Devices users manage the service through: 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: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials Plus

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: CTI Digital Information Services Team (IST) has been established to manage information services within the organisation, chaired by a Technical Director or Director. The IST is made up of appropriate senior organisational managers. It exists, in part, to: Ensure that CTI Digital and its staff and students meet the requirements of extant UK legislation and regulations in relation to Information Security; Ensure that there is clear direction and visible management support for security initiatives within the organisation; Ensure that appropriate risk management assessments are resourced an undertaken; and Promote security through appropriate commitment and adequate resourcing.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We adhere to Magento Developer best practice and rigorous QA process to review code before and test after deployment. Regular service reviews capture your requirements to security and make changes to our testing process and identifies remedial work that should take place to reach the new benchmark of compliance.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We adhere to Magento best practice for deploying patches to our service. The threat is assessed to identify urgency vs impact on a case by case basis
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We implement New Relic monitoring to provide detail reports on service performance and on-going vulnerability. Notifications are handled inline with our SLAs. Service operates consistently: 24 hours a day, 7 days a week. Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours Important Fault: Response 5 Hours / Target Fix 3 Days
• Incident management type: Supplier-defined controls
• Incident management approach: Certain service outages have automated recovery response potentially bringing services online within 2 minutes of an issue. We have common workflow process which resolve 80% of all issues. A further 10% of all issues are resolved with Systems administration intervention and only the final 10% of issues usually result in the need to write new code. Issues are reported by automated monitoring, servicedesk, helpline, email or chat. You receive realtime access to incident reports, and are sent regular service performance reports.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: AWS ; https://aws.amazon.com/about-aws/sustainability/

Pricing

• Price: £350 an instance a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@ctidigital.com. Tell them what format you need. It will help if you say what assistive technology you use.