Kentico Enterprise Content Management & Engagement Solution (CMS) by Pull Ltd

Transcription

1 Service Definition Kentico Enterprise Content Management & Engagement Solution (CMS) by Pull Ltd Product Types: SaaS Reference: Pull CloudStore Service Definition Version: D12 Date 1/10/2015 PULL DIGITAL LTD BROADFORD HOUSE BROADFORD PARK BUSINESS CENTRE BROADFORD PARK SHALFORD GUILDFORD SURREY GU4 8EP

2 1 Service Overview Kentico Enterprise Content Management & Engagement Solution from Pull delivers a flexible cloud platform for public sector organisations seeking to implement best practice Content Management Solutions (CMS) for web site management, internal information sharing and citizen engagement. Pull s primary Enterprise Content Management & Engagement Solution offers fully hosted, secure Microsoft Azure based integrated Content Management and Collaboration, enabling effective customer experience and engagement. The service uses the award winning Kentico Content Management System that delivers efficiencies and savings through end to end process support, automated communication and secure access from anywhere. Pull offers the following platform options: Enterprise Content Management & Engagement Solution (Secure Hosted) Enterprise Engagement Solution (On-premise) Ultimate Collaboration Solution (On-premise) Content Management System (CMS) Solution (On-premise) Additional support packages provide analysis, design and deployment consultancy to enable organisations to configure and customise the Kentico platform to meet organisational objectives and citizen needs. 1.1 Service Description Pull s Enterprise Content Management & Engagement Solution (Kentico) delivers a flexible cloud platform for public sector organisations seeking to implement best practice CMS solutions for web site management, internal information sharing and citizen engagement. The service uses the award winning Kentico Content Management System that delivers efficiencies and savings through end to end process support, automated communication and secure access from anywhere. The Kentico platform delivers a sophisticated Web Content Management Solution, with workflow, forums and blogs, all the functionality required for cross functional workgroups and intranets and advanced workflow and automated citizen communication. This combination means the service is an all-in-one easy and affordable answer for organisations of all sizes. Pull offers the following platform options: Enterprise Content Management & Engagement Solution (Secure Hosted) The complete hosted customer experience management solution. Fully hosted, secure Microsoft Azure based integrated Content Management System and Collaboration platform that enables effective customer experience and

3 engagement. Includes full Kentico feature sets enhanced with marketing and enterprise capability. Enterprise Content Management & Engagement Solution (On-premise) The complete hosted customer experience management solution. On-premise integrated Content Management System and Collaboration platform that enables effective customer experience and engagement. Includes full Kentico feature sets enhanced with marketing and enterprise capability. Ultimate Collaboration Solution (On-premise) Customer experience management solution. On-premise integrated Content Management System and Collaboration platform that enables effective customer experience and engagement. Includes Kentico feature sets: Social Networking, Intranet, Document Management, Staging, Enhanced Security and Integration Features. Content Management System (CMS) Solution (On-premise) On-premise Content Management System that includes full Kentico feature sets. Up to 3 Editors, Unlimited Languages, E-commerce, Newsletter, On-line Forms, Workflow, Permissions, Custom Tables, Booking System, Forums Load Balancing and other features. Additional support packages provide analysis, design and deployment consultancy to enable organisations to configure and customise the Kentico platform to meet organisational objectives and citizen needs. 1.2 Benefits Pull s Enterprise Content Management & Engagement Solution (Kentico) delivers the following benefits:! Flexible content management framework Deliver efficiencies and savings by developing the dynamic website faster, focus on user needs and provide additional functionality to improve user collaboration and customer experience.! Effective corporate communications - One of the primary goals of a successful intranet; the platform makes content easy to update and promote via a number of facilities including appealing news, intelligent content aggregation, and the option of devolved and controlled contribution.! Find-ability and ease of use - Ensures that the user experience of interaction and content discovery is as intuitive and rewarding as possible. This is achieved via intelligently structured search, intuitive navigation and related links to minimise clicks needed for common user journeys, single sign-on and a portal function with links to your key applications.! Improved productivity and consistency - Workflow engine allows document management processes to be streamlined encapsulated in standard processes. Delivers improvements in completion times, reduced effort and costs and better governance.

4 ! Effective security - Comply with UK public sector grade data security; this can be further enhanced with encryption and windows authentication.! Scalability The CMS platform can grow with you as your requirements evolve. The solution is based on a powerful platform with scope for further configuration. Our service offering will also scale to accommodate your additional requirements through flexible licensing and hosting options and configuration.! Effective communications with stakeholders and citizens - Orchestrate personalised communication through multiple channels such as Facebook, Twitter, and LinkedIn and allow users to have a social sign-in. Automate communication and allow users to subscribe to key content updates. Utilise personalisation and segmentation principles to present users with relevant content based on demographic and behaviour based characteristics.! User engagement The platform encompasses a number of facilities to invite interaction with citizens and stakeholders, including the option for personalisation, polls and surveys, and interactive feedback, a campaign promotion facility and Marketing Automation tools.! Integration Out of the box integration is provided with leading CRM systems such as Microsoft Dynamics and Salesforce. There is also bi-directional integration with SharePoint. The CMS provides an integration bus for queued processing of messages for custom integration projects and exposes a rich and diverse set of API s (Application programming interface).! Citizen engagement automation Automate complex citizen communications and deliver the right message at the right moment to every single contact. Provides powerful tools to deliver complex campaigns and guide citizens to engage with relevant content.! Management controls - A direct result of our user-centric design, all controls and security is role-based and designed to make sure access is appropriate and permissions manageable. The platform can be configured to meet your exact needs.! Extensibility The CMS provides documented API s to allow further enhancements for existing functionality. Various supported open source modules and plugins are also available through a vibrant market place.! Content staging and syndication The CMS provides a number of options to allow content to be synchronised amongst a number of different sites; assists with complex deployments and can be utilised for testing and training environments. 1.3 Features Pull s Enterprise Content Management & Engagement Solution (Kentico) delivers the following features:! Enterprise Marketing Solution - Create communities, system automation for citizen and stakeholder communication, engage with user base through activity tracking, persona building and message customisation, delegate content authoring.! Intranet, Extranet, Social Web - Integrate website with social media, create online communities. Collaborate with visitors and share knowledge with internal/external

5 users: create groups, messaging, search, forums, blogs, Wikis, workflow approval, moderation, banner management.! Content Management System (CMS) - Easily edit pages, online data capture forms and surveys, e-newsletters, flexible templates and page layouts with on page editing facility.! Re-Use - Customers can select from a variety of functional components to include in their web site which is easily and quickly configured to meet their needs, with 450+ webparts and widgets available out of the box.! Responsive Design - The site renders on PCs, tablets and mobile devices through the use of Responsive Design.! Accessibility - Multi lingual, W3C Web Content Accessibility Guidelines 1.0.! Multi-site Management - Supports multi-site management, including micro-sites.! Unlimited Users - Allows an unlimited number of Content Management Users (Except Small Business Edition)! Access Controls - Access to areas of the site can be restricted.! Built-in Caching minimises publication and download times.! Page Publication Scheduling Page publication can be either immediate or delayed until a specified date/time.! Membership Management Supports the management of membership groups which may be used to restrict access to areas of the site.! Authorisation and Control - Various levels of authorisation for users.! Audit Log - Full audit log of when each page was modified by which user.! Technology -.Net and utilises the Open Source Apache Lucene Java search library. Quickly create new sites using a browser-based interface or Visual Studio. CMS features extensive CMS features including: WYSIWYG Editor Visual Workflow Designer Versioning and Archiving Multilingual Content Document Management Taxonomy Tags Page templates Standard Workflow Translation Management Banner Management. Citizen social engagement extensive social engagement features including: Blogs Message Boards Forums Groups Friends Private Messaging Abuse Reporting

6 On-line communities Wiki User Profiles Social Media Integration. Intranets, portals and collaboration extensive features including: Project Management Departmental Sites Workgroups SharePoint integration. Citizen engagement and marketing extensive features including: Online Forms Web Analytics Newsletters Lead Scoring Marketing Automation A/B and Multivariate testing Contact Management Marketing Content Personalization Segmentation Personas Social Marketing. 1.4 Core Service description Pull s Enterprise Content Management & Engagement Solution (Kentico) provides a flexible CMS that delivers a flexible cloud platform for public sector organisations seeking to implement best practice CMS solutions for web site management, internal information sharing and citizen engagement. The service uses the award winning Kentico Content Management System that delivers efficiencies and savings through end to end process support, automated communication and secure access from anywhere. The Kentico platform delivers a sophisticated Web Content Management Solution, with workflow, forums and blogs, all the functionality required for cross functional workgroups and intranets and advanced workflow and automated citizen communication. This combination means the service is an all-in-one easy and affordable answer for organisations of all sizes. Pull offers the following platform options:

7 Enterprise Content Management & Engagement Solution (Secure Hosted) The complete hosted customer experience management solution. Fully hosted, secure Microsoft Azure based integrated Content Management System and Collaboration platform that enables effective customer experience and engagement. Includes full Kentico feature sets enhanced with marketing and enterprise capability. Enterprise Content Management & Engagement Solution (On-premise) The complete hosted customer experience management solution. On Premise integrated Content Management System and Collaboration platform that enables effective customer experience and engagement. Includes full Kentico feature sets enhanced with marketing and enterprise capability. Ultimate Collaboration Solution (On-premise) Customer experience management solution. On-premise integrated Content Management System and Collaboration platform that enables effective customer experience and engagement. Includes Kentico feature sets: Social Networking, Intranet, Document Management, Staging, Enhanced Security and Integration Features. Content Management System (CMS) Solution (On-premise) On-premise Content Management System that includes full Kentico feature sets. Up to 3 Editors, Unlimited Languages E-commerce, Newsletter, On-line Forms, Workflow, Permissions, Custom Tables, Booking System, Forums Load Balancing and other features. Description License Yearly Support Site/ Single Domain. 20% of Application license Licence Minimum Users Minimum Duration Storage Unlimited Users. Enterprise Content Management & Engagement Solution (Secure Hosted) provided as a 12 month contract includes hosting, licenses and support. All On-premise Licenses are Perpetual/One-off. Enterprise Content Management & Engagement 20% of license Comment Multi-site licenses are available for sites >10 sites in a single instance of the CMS. All CMS versions. CMS allow for unlimited users, except Small Business Edition - allows for 3 administrators/editors. For Enterprise Content Management & Engagement Solution (Secure Hosted) usage over the standard package (e.g. more bandwidth or a larger instance) will be charged extra based on Windows Azure price list.

8 Solution (Secure Hosted) comes with 5GB of DB storage and 25GB of file system storage. Back-up Daily Backups every 24 hours for hosted solution. Additional days support are available at day rates as detailed in the Pull SFIA Rate Card. 1.5 Additional Support and Services The service provides a hosted or on-premise solution for a variety of applications. However, where further configuration is required we offer four service levels: Bronze, Silver, Gold and Platinum to meet your specific or evolving requirements and ensure our solution provides an exact fit: Bronze - Configuration, Customisation and Consultancy Support 14 days support typically delivered as follows: A great package to get started. If you are in the early stages of re-developing your presence on the web this Discovery package gives you a great platform to start from. Typical package would consist of: Description Activities Days Typical Outputs Discovery Workshops Persona Development Orientation To review website purpose, objectives, current brand and positioning familiarisation. Technical Review To review current systems, workflows and processes and agree requirements. Work with client to create Customer Personas to ensure we understand the audience and reflect their needs within the new site. Requirements / Functional Specification. 2 Personas. Analytics Review If analytics available, review and report Analytics Discovery

9 Site Usability/Benchmark & Content Audit. findings. Review current site and content incl. but not limited to following potential activities: - User Task Analysis - Readability - Site Navigability - Website Speed - User Experience - Content Mapping - Benchmark Report. Report. Site Usability/ Benchmark& Content Audit Report. 14 days Silver - Configuration, Customisation and Consultancy Support 60 days support typically delivered as follows: This package provides everything a small organisation or department needs to develop or re-develop a simple presence on the web with responsive design supporting multi device experience. The work package is based on a set number of day s implementation support and limited to a single site and domain. The exact scope of the engagement will be tailored to a client, but would typically would include 3 phases. Phase 1 Project Initiation - Commence with Project Initiation Workshops involving key stakeholders and users (preparation, lead and attendance) covering: Orientation To review website purpose, objectives, current brand and positioning familiarisation. Technical Review To review current systems, workflows and processes and agree requirements. Phase 2 - Discover and Definition Pull, working closely with the stakeholders and users, would work through Discover and Definition stages which include: Creation of personas. User journeys. IA and wireframes.

10 Phase 3 - Design and Implementation of the final solution for launch and would include: Website style guide. Template design. Responsive design. In-time/scope development. User training. Administrator training. Typically deliverables from the 3 phases would be: Up to 2 personas. Up to 4 user journeys. Up to 4 customised workflows to support key business processes. Up to 3 page types. 1 template. 1 days training. Additional days support are available at day rates as detailed in the Pull SFIA Rate Card. Gold Configuration, Customisation and Consultancy Support 90 days support typically delivered as follows: This package provides for a more advanced responsive design web develop or re-develop for medium sized organisations or large departments. The pack is based on a number of day s implementation and limited to a single site and domain. The exact scope of the engagement will be tailored to a client, but would typically would include 3 phases. Phase 1 Project Initiation - Commence with Project Initiation Workshops involving key stakeholders and users (preparation, lead and attendance) covering: Orientation To review website purpose, objectives, current brand and positioning familiarisation. Technical Review To review current systems, workflows and processes and agree requirements. Phase 2 - Discover and Definition Pull, working closely with the stakeholders and users, would work through Discover and Definition stages which include: Creation of a technical approach document. Creation of personas. User journeys. IA and wireframes.

11 Phase 3 - Design and Implementation of the final solution for launch and would include: Website style guide. Template design. Responsive design. In-time/scope development. User training. Administrator training. Typically deliverables would be: Up to 3 personas. Up to 6 user journeys. Up to 8 customised workflows to support key business processes. Up to 5 page types. Up to 2 templates. 2 days training. Additional days support are available at day rates as detailed in the Pull SFIA Rate Card. Platinum Configuration, Customisation and Consultancy Support 175 days support typically delivered as follows: This package provides for a more advanced responsive design web develop or re-develop for medium sized organisations or large departments. The pack is based on a number of day s implementation and limited to a single site and domain. The exact scope of the engagement will be tailored to a client, but would typically would include 3 phases. Phase 1 Project Initiation - Commence with Project Initiation Workshops involving key stakeholders and users (preparation, lead and attendance) covering: Orientation To review website purpose, objectives, current brand and positioning familiarisation. Technical Review To review current systems, workflows and processes and agree requirements. Phase 2 - Discover and Definition Pull, working closely with the stakeholders and users, would work through Discover and Definition stages which include: Creation of a technical approach document. Creation of personas. User journeys. IA and wireframes.

12 Phase 3 - Design and Implementation of the final solution for launch and would include: Website style guide. Template design. Responsive design. In-time/scope development. User training. Administrator training. Typically deliverables would be: 1 site, 1 domain. Up to 4 personas. Up to 8 user journeys. Up to 16 customised workflows to support key business processes. Up to 8 page types. Up to 4 templates. Requirements analysis for integration for 3rd party systems. 3 days training. Additional days support are available at day rates as detailed in the Pull SFIA Rate Card. 1.6 Technical Details Enterprise Content Management & Engagement Solution (Secure Hosted) 2 Windows Azure Small Instances (1 CPU Core, 1.75 GB RAM) 5 GB of SQL Azure database 25 GB of disk storage and 5M storage 500 GB of bandwidth SLA: Microsoft Azure SLA 99.9% would apply s: 40k messages through a high deliverability service. Additional e- mails cost per 1 ; customers can alternatively use their own SMTP service.

13 1.7 About Pull Pull is an independently owned, award winning British SME and one of the South s fastest growing digital agencies. We have grown our business by an average of 50% a year since we were founded in We pride ourselves on offering a highly collaborative team environment. Our team of 30 employees are based in spacious offices in Surrey. Pull is a full service digital agency delivering strategy, design, development and delivery of digital web based platforms. We are 100% focused on helping public sector organisations deliver efficient and high quality services to citizens through effective digital marketing and web solutions, delivering measurable results and high ROI. Pull is an accredited Kentico Gold Partner and has delivered over 40 sites to the public and private sectors. Working across private and public sectors and charity organisations, we blend timeless communication know-how with leading technologies to transform our clients businesses. Offering all the knowledge and experience of an international agency, without their costbase, we combine traditional marketing, creativity and best practice approaches and solutions with leading-edge digital marketing. Clients Transport for London Haringey Council London Borough of Sutton Southampton County Council Hertfordshire County Council West Kent Housing Association Institute of Digital & Direct Marketing Institute of Civil Engineers Zoggs John Lewis 2 Information Assurance Enterprise Content Management & Engagement Solution (Secure Hosted) Standard ASP.NET authentication (Forms or Windows), support for SSL (https). The service is hosted with the Microsoft Azure cloud which is accredited to the following standards: IL2, COBIT, HIPAA, ISO27001, SP800_53, FedRAMP, PCI_DSS,BITS, GAPP. For content staging, we implement WSE3 with possible username/password or X509 certificate authorization. For user passwords, plain text or SHA1 password format. Regular expressions can be used to comply with any password policy requirements. Kentico CMS Platform (On-premise)

14 For the Kentico Content Management System no level of information assurance accreditation has yet been sought. 3 Backup, Restore and Disaster Recovery Enterprise Content Management & Engagement Solution (Secure Hosted) Back-up, restore and disaster recovery is as follows:! Level 1 - System is restored to an alternative virtual machine within the same virtualised infrastructure typically within 5 hours (In the case of VM failure).! Level 2 - System is restored from backup tapes within typically 2 hours; backups are taken on a daily basis. For an easy restoration an must be sent to the support team with details on the time from where restore is required. Back-up is done every 24 hours. Please note, it may take the system more than 24 hours to back up very large databases. In this case, the system starts to create a new backup as soon as the previous backup finishes. Back-up limit is 25 GB of disk storage and 5M storage. Any usage over the standard package (e.g. more bandwidth or a larger instance) will be charged extra based on the Windows Azure price list. Back-ups are kept indefinitely. Secure Hosted SLA Availability Enterprise Content Management & Engagement Solution (Secure Hosted) comes with Microsoft Windows Azure SLA 99.9%. On-premise installs are based around client infrastructure constraints hence N/A. Microsoft Windows Azure SLA 99.9% (Microsoft Windows Azure SLA documents) Kentico CMS Platform (On-premise) Please note that for the on-premise offer, business continuity and disaster recovery are solution-specific and the responsibility of the customer. Pull Digital can work with the customer to define a solution that meets specific requirements. Pull Digital solution engineers can help customers define solutions (including services) that will enable recovery from catastrophic situations such as a major data centre failure in a timeframe consistent with their business requirements. Specific highlights of this include: Managed back-up services.

15 Support for periodic restoration and contingency testing. Data retention schedules. Recommendations of customer server footprints that are redundant and geographically dispersed. 4 Service On-Boarding and Off-Boarding 4.1 On-Boarding Both on-boarding and off-boarding are fully supported by a dedicated Pull Account Manager who provides a point of contact for the customer throughout the entire service delivery. For further information or to discuss receiving any of the Pull G-Cloud service offerings contact the Pull G-Cloud Service Office by telephone or on: Pull G-Cloud Service Office [email protected] On-boarding requires the client to select from the range of functional and configuration options that suit their current website needs. This is done through a simple, well-defined process, fully supported throughout by your Account Manager. A range of bolt-ons and enhanced services are available; the Account Manager can assist the customer in identifying what is appropriate for their needs and works with the in-house team to ensure that any custom requirements and enhancements to the standard service are put in place. Provisioning will commence from the point at which Pull s Service Desk has received a signed G-Cloud Order Form. Core service provisioning typically takes 5 working days from this point. Additional service requirements over and above those defined in the core service may take longer and the expected lead time will be quoted during scoping discussions with the Pull Account Manager. Enterprise Content Management & Engagement Solution (Secure Hosted) The on boarding process involves: 1. Initial consultation with a Pull Representative. 2. Receipt of G-Cloud Order Form. 3. Pull provision environment. 4. Further consultation hours based on package selected. 5. Pointing of domain when site is ready. Kentico CMS Platform (On-premise) The on boarding process involves:

16 1. Initial consultation with a Pull Account Manager. 2. Selecting the type of license/product required. 3. Receipt of G-Cloud Order Form. 4. License keys can be acquired for Local Dev, Staging and Live Environment. 5. Download and install the software. 6. Further consultation hours based on package selected. 4.2 Off-Boarding Enterprise Content Management & Engagement Solution (Secure Hosted) This service provides the reassurance of no supplier tie-in and an off-boarding process that is quick and hassle-free. Customers may terminate the product licence service with 30 days notice by contacting: Pull G-Cloud Service Office [email protected] When off-boarding, the client has the option of being supplied with either of:! An export of the file system and database comprising the website, database format will be MSSQL backup format filestore would be supplied in.zip format.! Kentico Site Export (Zip File) and media files. Flexible options are available for handing over the export to the client, dependent upon client preferences (Client transfers via SFTP, Connect transfers via SFTP on client s behalf, physical transfer via appropriate medium/channel). All consumer data will be returned in the exports provided. All exports will be chargeable at hourly rates as per the Pull SFIA Rate Card. Kentico CMS Platform (On-premise) This service provides the reassurance of no supplier tie-in and an off-boarding process that is quick and hassle-free. As the initial solution fee is a one off cost with no ongoing support or hosting, customers should backup files as required and inform their hosting company and Pull Digital direct that they no longer require their services. For customer queries please contact: Pull G-Cloud Service Office [email protected]

17 5 Pricing Pricing options for the Content Management Solution are as follows: Enterprise Content Management & Engagement Solution (Secure Hosted) - 10,800 + VAT Per Year Enterprise Content Management & Engagement Solution (On-premise) - 9,699 + VAT One Off Cost Ultimate Collaboration Solution (On-premise) - 4,899 + VAT One Off Cost Content Management System (CMS) Solution (On-premise) VAT One Off Cost Consultancy and customisation services are also available as per the Pull Digital CloudStore 7 SFIA Rate Card and the Pricing Document. Bronze, Silver, Gold and Platinum packages are available to meet your Content Management System requirements and ensure Pull s solution provides an exact fit with your organisations needs. As detailed in the Pricing Document. Details on pricing can be found in the separate pricing document:! Pricing Document for Product.! SFIA Rate Table. 6 Service Management Kentico CMS Platform (Hosted and On-premise) The platform includes unlimited Kentico 24/7 phone and support to customers with a valid maintenance contract. For each licence 1 year s support is included, and is then renewed annually, at 20% of initial license costs. Kentico Software offer a 7 business day bug fix policy. Contact Support 24/ (International) [email protected] Pull Support Pull Digital will provide service desk support to a designated customer administrator or IT Help Desk. End users of the service experiencing service issues must contact their designated administrator or help desk in the first instance.

18 Kentico provide support for the cloud platform including the software which delivers the service. Pull can provide full applications support at extra cost; the cost of this would depend on the number of users and the extent to which the platform has been customised. The Pull Digital Service Desk provides support from 8.00 am to 6.00 pm on UK working days. Maintenance takes place out of hours between 8pm and 8am. Tailored support services are also available as per the Pull Digital CloudStore 7 SFIA Rate Card and the Pricing Document. 7 Service Constraints Maintenance takes place out of hours between 8pm and 8am. No other service constraints apply. 8 Service Levels Enterprise Content Management & Engagement Solution (Secure Hosted) Comes with Microsoft Windows Azure SLA 99.9% (Microsoft Windows Azure SLA documents) Kentico CMS Platform (Hosted and On-premise) Kentico provides two levels of support. Please see table below for comparison. Standard Support Standard Support + Premium Support 24/7 Unlimited questions. 24/7 Unlimited questions. 24/7 Unlimited phone calls. 24/7 Unlimited phone calls. No response time guarantee. Guaranteed response time. No resolution time guarantee. Guaranteed resolution time. Premium Support is intended for customers who run mission critical websites or work on projects with tight deadlines. It comes with a Service Level Agreement (SLA) that specifies guaranteed response and resolution time. Premium Support is an optional extension of the Standard Support provided as a part of the maintenance contract. It's available only to customers who have a valid maintenance contract. If the maintenance contract expires, so does the Premium Support. Please contact [email protected] to get a custom quote for Premium Support based on the parameters you require.

19 Pull Support We perform to the following target response and resolution times for support requests during supported hours: Priority Level Priority 1 Emergency: Complete loss of an entire service for all users, or severe degradation resulting in inability to function. Priority 2 - Urgent: Site functioning improperly resulting in some loss of service/system failure removing service from a number of users. Priority 3 Non-Critical: Site functioning at less than optimal performance/system problem impacting but not removing service, resolve minor bugs/site errors. Response Time (08:00-18:00 M-F ex bank hols) Target resolution time <= 1 hour <= 0.5 day <= 0.5 day <= 2 days <= 1 days <= 5 days RFC (Requests for Change) <= 3 days <= 7 days Tailored support services are also available as per the Pull Digital CloudStore 7 SFIA Rate Card and the Pricing Document. 9 Financial Recompense (Service Credits) No financial recompense or service credits are currently available, with the exception of those available through the G-Cloud Windows Azure Platform Service Definition. 10 Training Kentico CMS Platform (Hosted and On-premise) The following Kentico training support is provided: 1. In-line help within the CMS interface. 2. Kentico CMS Training manual. 3. Simple User Guide for using the issue-logging system. 4. Online or Face-to-face training options are also available. Pull Training on the service can be provided as part of the Silver, Gold and Platinum implementation packages, or as a separate stand-alone activity. Typical training activities that could be considered at each level would include:

20 ! Silver: Basic training for system administrators and online product help.! Gold: Standard training in the core system for system administrators and end users.! Platinum: A tailored package of training for your specific business requirements for system administrators, business managers, and end users. Additional support is available on a day rate basis See Pull Rate Card in the Pricing Document. 11 Ordering and Invoicing Process After contacting Pull as described in the On-Boarding process above, customers wishing to place an order for any Pull G-Cloud Services must complete Schedule 2 of the G-Cloud Framework Agreement (including Order Form and Call-Off Terms) and send to: Pull Ltd Pull G-Cloud Service Office Broadford House Broadford Park Shalford Surrey GU4 8EP [email protected] Any order placed shall constitute an offer to contract upon the Pull Terms and Conditions provided. Pull will produce an invoice on a monthly basis in arrears with payment due within 30 days. Invoices will be dated from the end of the first month (or partial month) of service commencement. Services will be provisioned within 5 day of acceptance of Purchase Order. 12 Termination Terms 12.1 Enterprise Content Management & Engagement Solution (Secure Hosted) Customers may terminate the product licence service with 30 days notice by contacting: Pull G-Cloud Service Office [email protected]

21 12.2 Pull Pull will provide 30 days notice to terminate the customer contract. Customers will be credited for any amount that has been paid beyond the termination date once the service has been terminated. 13 Data Restoration / Service Migration Pull Digital and Kentico are committed to Open Standards. As such, users of the service are free to migrate to other service providers at any time within the restraints of the offboarding process. The pricing document includes a cost per GB for extracting data in order to enable you to move to another service provider. 14 Consumer Responsibilities There are specific obligations on the Customer to use the infrastructure in a responsible way, to comply with the relevant laws regarding data protection, and software licensing. These will be detailed in the contract signed in order to start using the service. In order to comply with ISO standards customers will need to have in place IT Security, User Access and Acceptable Use Policies that follow the requirements of the Security Policy Framework and are read, understood and agreed by all users. The consumer is not permitted to use the services for any inappropriate or illegal purposes; more information is given in the Terms and Conditions. 15 Technical Requirements Enterprise Content Management & Engagement Solution (Secure Hosted) The Kentico content management interface supports the following browsers for visitors: Chrome 12+ Internet Explorer 7+ Firefox Opera Mozilla Safari on Mac OS Mobile browsers are supported, but some features may be limited by browser capabilities The following browsers are supported for administrating the site: Chrome 12+ Internet Explorer 9+ Firefox 4.0+ Safari 4.0+ on Mac OS A hardwired broadband or wireless LAN connection is recommended, however 3G connections can be acceptable dependant on reception/mobile coverage.

22 End users can access the website on port 80 (web/http) and port 443 (secure web/https). Kentico CMS Platform (On-premise) For the on-premise installation we recommend the following: Windows 7 Service Pack 1 (both 32bit and 64bit) or Windows 8 (both 32bit and 64bit), or their corresponding server versions Windows Server 2008 R2 Service Pack 1, 2012, 2012 R2. Microsoft.NET Framework 4.0 or newer. Microsoft Internet Information Services (see the table below) or Visual Studio/Visual Web Developer 2012/2013 built-in web server. Depends on which server you choose to install your web project into. Microsoft SQL Server 2008, 2008 R2, 2012, 2014 (including free SQL Server Express Edition 2008/2012/2014). Internet information server (IIS) Requirement: Internet Information Services version Operating system Details and installation instructions IIS 7.5 Windows 7 SP1 IIS 7 Installation and Deployment Windows Server 2008 R2 SP1 IIS 8.0 Windows 8 Installing IIS on Windows Server 2012 Windows Server 2012 IIS 8.5 Windows Server 2012 R2 Installing IIS 8.5 For the installer to work correctly with your IIS, check that the following features are installed on your computer: On Windows 7: ASP.NET,.NET Extensibility, ISAPI Extensions and ISAPI Filters. On Windows 8: ASP.NET 4.5,.NET Extensibility 4.5, ISAPI. 16 Trial Service A 14 day free trial of the service is available upon request, usually available within 7 days. Please note that the trial may not conform to the same information assurance standards as the full service and should be used for evaluation purposes only, and not for commercial use.

23 If you would like to hold secure information during the evaluation then please mention this when requesting the trial. At the completion of the trial the customer will be asked to complete a feedback evaluation to enable us to continually improve the service. The trial includes an optional ½ day on-site acclimatisation engagement for key stakeholders. A demonstration for the service can also be provided on request.

24 Annex 1 - Government ICT Strategy GDS Core Principles This software as a service solution takes into consideration the GDS core principles including putting users first and learning from the journey. ICT Strategy This software as a service solution complies with the Government ICT Strategy to deliver better public services for less. Government departments only pay for the services they use, and are able to scale up or down with demand, and off board without being tied in to a lengthy contract. Open Source Pull embraces the Government s Open Source initiatives and incorporates Open Source components within its solutions where appropriate. This service also supports the option for customers to add in their own open source business applications. Open Standards Pull s solution is delivered using open standards, for software interoperability, data and document formats and complies with the Government Open Standard Principles. Data can be imported and exported using the open standards of CSV and OpenXML and hundreds of open source components are available to use with the system. If one of the many components available free of charge does not meet your needs the system can be extended using JavaScript and C#. Information Principles This solution complies with the following Information Principles: " Information is a Valued Asset " Information is Managed " Information is Fit for Purpose " Information is Standardised Greening Government This software as a service solution is compliant with the Greening Government strategy to reduce waste and improve efficiency as it enables the reuse and sharing of business applications, services and components across public sector organisations. The solution will reuse pre-existing components where possible and consume minimal resources depending on demand when in operation. Pull is committed to the protection of the environment through our implementation of an effective ISO14001:2004 accredited environmental management system. The scope of ISO14001:2004 includes the delivery of IT services from Pull s UK offices including software design and development, consultancy, project management, hosting, operational and applications management support.