Magento Support Service Definition

Transcription

1 Magento Support Service Definition G-Cloud IV September 2013

2 Document Contents Introduction... 3 Contact Details... 3 Primary Bid Manager... 3 Deputy Bid Manager... 3 Rates... 3 Simple Flat Rate... 3 Travel & Expenses... 3 Service Overview... 4 Reporting Issues... 4 Operating Hours... 4 Critical Issue 4-Hour Response... 4 Constant Contact... 4 Billing & Rates... 4 Hosted by CTI Digital... 4 Range of Services... 5 Magento Consultancy... 5 Magento Design and UX... 5 Magento Development... 5 Systems Integration... 5 Advanced Search including Apache Solr... 5 Magento Speed Optimisation... 5 Magento Hosting... 5 Magento Upgrades... 5 Company Background... 6 Awards... 6 Client Examples... 7 Beaverbrooks... 7 PHS Group... 7 Richard Haworth... 7 Virgin Media... 7 Meyer Group... 7 Hayley Group... 7 Direct Dungarees Online... 7

3 Magento Support Introduction CTI Digital is a large Magento development agency with offices in Manchester and London formed in Our development team has a technical knowledge grounded in bespoke Zend Development, the very building blocks of Magento far surpassing our peers, allowing us to successfully deliver extremely complex solutions. Highly skilled project managers ensure timely on budget deliveries by applying a range of methodologies including Agile and PRINCE2. We offer a wide range of services to from consultation and technical planning, through to 24-hour support & Conversation Optimisation. We are also regularly called to rescue projects and support project teams where there is an unacceptable risk to delivery. Operating in a simple, flexible and transparent fashion we have been voted in the top 10 UK Digital agencies for Client Satisfaction on The Drum Digital Census. Contact Details Primary Bid Manager Deputy Bid Manager Name Steve Gale Tim Edwards s.gale@ctidigital.com t.edwards@ctidigital.com Mobile +44 (0) (0) Office Number +44 (0) Website CTI London Address CTI Manchester Address 20 Broadwick Street London, Soho W1F 8HT 47 Newton Street Manchester M1 1FT Rates Simple Flat Rate We offer a simple flat rate of 600 exc. VAT per day for all of our resource types during office hours. Projects can be undertaken on an Agile, time & materials basis, or as a fixed price project. We also offer discounts on the day rate for monthly-retained services on fixed contracts durations. Travel & Expenses We are normally happy to comply with your usual expenses and travel policies, and will always agree these costs in advance with no admin fee or mark ups

4 Service Overview S UPPORT L EVEL O PERATING T IMES (GMT) C RITICAL I SSUE 4-HOUR R ESPONSE C ONTRACT P ERIOD C OST PER M ONTH ( EXEC VAT) Office Hours Support Extended Hours Support All Hours Support 9:00 17:30 Mon Fri 7:00 21:00 Mon - Fri 24 Hours 7 Days Included 12 Months 1,000 Included 12 Months 2,000 Included 12 Months 3,000 Reporting Issues Issues should be raised as a ticket through our support helpdesk system, support address or 24 hour dedicated support line. We will review the issue and respond within the operating hours and relevant response time of your support level. Operating Hours Any issues reported outside of your operating hours will be reviewed within the first 4 hours of the next operating hours for your service level. Critical Issue 4-Hour Response A critical issue is defined as a user being unable to perform the sites core function due to a fault in the sites application. For example, Site not available, non-transactional, large pricing errors. If Critical Issues are included in your chosen support level, we will respond to critical issues within 4 hours during your support levels operating times. A suitable resource will be allocated as quickly as possible to restore the functionality of the site. Once the site is operational, a more detailed review will take place in order to prevent reoccurrences. Constant Contact The on duty support manager will be in contact with in response time, and will remain in contact on a minimum of an hourly basis until a resolution is agreed. Billing & Rates Time will be logged from when we pick up the review the issue you have submitted, and will be billed in 15 Minute increments. When appropriate we will give an estimated time and cost of the resolution. Time logged during office hours (9:00 17:30, Mon Fri) will be billed at 600 exc. VAT day rate. Outside of these times it will be at 900 exc. VAT day rate with a minimum of 2 Hours. Hosted by CTI Digital If CTI also provide your hosting this will also be included within the support agreement, giving you total peace of mind, and a single point of contact should you need it. We will also be actively monitoring your application so will usually be able to prevent issues from arising.

5 Range of Services Magento Consultancy At CTI Digital, we recognise that most businesses or departments are not straightforward and your requirements may not fit into a specific box. Sometimes, businesses may recognise they have a need or a problem, but are unsure as to the next steps, or the course of action. This is why we provide services in Consultancy, Architecture and Planning. Magento Design and UX Our in house design studio understands what makes good design as well as having a deep understanding in designing for the Magento platform. We typically design from a Mobile-first, responsive and user-centric perspective; incorporating accessibility and best practices, based upon solid experience, analytical review and User Experience testing. Magento Development CTI have a permanent, UK based, in-house development team experienced in site builds, custom development, integrations and Magento installations on Community and Enterprise editions. Run on our Continuous Integration platform and an ethos of build, test, check, deploy and review; CTI engineer the right solution for the task. Systems Integration Our extensive development team includes a dedicated bespoke application and systems team capable of delivering robust and scalable middleware solutions and flexible API s to link your disparate systems. Employing the use of technologies such as Zend Framework 2, Java and Grails we are experienced in facilitating secure data exchange in a number of formats such as SOAP, JSON, XML. Advanced Search including Apache Solr Creating intelligent search solutions leveraging the power of Apache Solr. Using Solr as a stand alone SaaS service or as part on an onsite installation, information and content from a number of sources can be delivered through your site to your customers. Magento Speed Optimisation Our experienced team can unlock the full speed of your Magento application using a variety of techniques. We carefully assess your unique application to determine which approach would be most effective. With in our tool kit is Varnish, Nginx and Full Page Caching. Deploying the correct solution or combination typically results in six fold increase in the number of successful transactions possible. Detailed Siege testing is undertaken before, during and after development revealing the full realise the full potential. Magento Hosting Serviced through our secure private cloud, our hosting platform is optimised for the Magento application stack and offers a scalable, robust and resilient solution. We offer a fully managed and monitored environment with a variety of backup options. Magento Upgrades Security is always of paramount concern and ensuring you are running the latest stable version of Magento is an important aspect of this. Upgrading an existing site can be a daunting prospect, especially if the site has additional bespoke modules or functionality. CTI have provided a number of clients with an upgrade of the Magento platform or moving between Enterprise and Community editions.

6 Credentials Company Background CTI Digital is a Magento & Zend development agency serving large and Enterprise sized businesses and Government departments from our offices in Manchester London with a turnover of 3 Million in digital services expected in Established in 2003, Zend Development has been a corner stone of our business from the outset. In 2006 Magento Inc (Previously Varian) invited out team support architecting of the Magento Platform prior to it s first public release in Today Magento continues to be main focus technology of our team of over 40 talented experts. Starting life as a purely technical development agency, CTI Digital has developed into a full service agency able to support you through the entire project life cycle, including Consultation& Planning, Design & Usability as well as Support & Marketing. All of CTI Digitals shareholders are active in the day-to-day operations in a number of key roles across the business. Nick Rhind, Managing Director has been majority shareholder from formation. Despite the on-going economic downturn, CTI Digital has seen fantastic growth in all services thanks to the loyalty of our client base and dedication of our team. Awards British Council Digital Services Supplier CTI Digital voted in the top 10 UK Digital agencies for Client Satisfaction on The Drum Digital Census Nick Rhind named one of the most influential digital media personalities CTI Digital ranked 32 in TOP 100 Recommended Agencies HOW Do Highly Recommended Digital Agency of the Year The Protein Works Nominated for Dadi Awards Retail Website or Campaign (Due Q4 2013)

7 Client Examples The Protein Works The Protein Works delivers a best-in-class experience in the sports supplements industry, the website is built on Magento CE with a Drupal Integration for CMS features. Meyer Group cookshop.raymondblanc.com Magento Development service for a range of household brands including Prestige, Kitchen Express and Raymond Blanc. All built on a single multi-store front Magento installation. Beaverbrooks Large custom e-commerce site integrated with internal systems, multiple payment gateways and 3 rd party API s. PHS Group (Magento Store not public accessible) Custom Domain and Shop Fronts for PHS s key wholesale clients provide a more personalised experience including payment options, payment terms and prices. Richard Haworth Migration from Drupal Ubercart to Magento Ecommerce with a full re-design and the addition of enterprise-level ecommerce features and integrations unavailable on their previous store. Hayley Group (Magento Store not public accessible) We linked their massive catalogue of over 50,000 products directly to top spending clients intranet systems for ordering and payment on private branded storefronts. Direct365 Responsive Magento design dynamically resizes the site based on the screen size, aspect ration and device type. Dungarees Online (English Storefront) (French Storefront) (German Storefront) Virgin Media We redesigned this site from the group up to attract a wider audience and rolled out multi-lingual store fronts including French, German, Polish, American and Japanese. Large Magento store integrated with a bespoke warehouse management system and fully customised payment gateway.