Service Definition Easysite Web CMS

Service Definition Easysite Web CMS Easysite Web Content Management System G-Cloud III

Service Definition Easysite Web Content Management System Contents 1 Service Easysite Web Content Management System... 3 1.1 Overview Easysite Web CMS... 3 1.2 Open Standards... 4 1.3 Requirements... 4 1.3.1 Client - browser... 4 1.3.2 Thin Client... 4 2 Service Management... 5 2.1 On-boarding process... 5 2.2 Off-boarding process... 5 2.3 Service Provisioning... 5 3 Commercial... 6 3.1 Service Subscription Pricing Model... 6 3.2 Optional Modules... 6 3.3 Minimum Contract Period... 6 3.4 Trial Option... 7 3.5 Termination Costs... 7 3.6 Service Constraints... 7 4 Support Services... 8 4.1 Training... 8 4.2 Support Service Level Agreement... 8 4.2.1 Scope of Service Desk Support... 8 4.2.2 Service Desk Support Procedure... 8 4.2.3 Service Desk Escalation Procedure... 9 4.2.4 Further Information... 9 5 Information Assurance... 10 5.1 Impact Levels... 10 5.2 ISO Accreditation... 10 5.3 Other Accreditations... 10 6 Cloud Hosting Infrastructure... 11 6.1 About our infrastructure... 11 6.2 Back-up & Disaster Recovery... 11 EIBS Ltd 2013- www.eibs.co.uk 2

Service Definition Easysite Web Content Management System 1 Service Easysite Web Content Management System 1.1 Overview Easysite Web CMS Easysite is a Web Content Management System that has been developed on the.net platform. Easysite is widely used in the public sector including: Local Authorities NHS trusts Higher Education Social Housing organisations In addition Easysite is used by many Membership bodies and Charities. Key features of Easysite Web CMS include: Fully in-line and in-context Content Authoring and Collaboration environment Digital Asset Management Drag-and-Drop non-technical wireframing User, Group and Membership management Syndication via RSS/ATOM Separation of content and presentation layers Automated and customisable navigation methods Taxonomy, Category and Meta Data management including built-in support of IPSV, LGSL/LGNL Integrated and configurable Search Engine Application Programming Interface (API) for custom solutions Accessibility, Readability & Search Engine Optimisation toolset A-Z Interactivity comments, ratings, blogs, polls & forums Form builder Modular architecture with a large library of plug-in modules available via G-Cloud Modules includes as standard in the Easysite Web CMS Service: o Forms o Polls o Blogs o Forums o Navigation Menus o ProMotion o epetitions For available optional modules and respective costs please refer to 3.2 Optional Modules For a full description of Easysite CMS capabilities please see: http://www.easysitecms.net EIBS Ltd 2013- www.eibs.co.uk 3

Service Definition Easysite Web Content Management System For details of available Easysite CMS modules please see: http://www.easysitecms.net/modulestore 1.2 Open Standards Easysite Web CMS uses key Open Standards including HTML (XHTML 1.0, 1.1 & HTML5) and CSS for content delivery. Syndication is supported via RSS & ATOM. Easysite also has a built-in Data Exchange for the extraction, transformation and uploading of information to and from the Content Management System via CSV and XML. The Data Exchange is completely pluggable allowing new target and source plug-ins to be implemented rapidly. Easysite has a comprehensive and well documented suite of APIs for further integration and customisation requirements. 1.3 Requirements 1.3.1 Client - browser Easysite Web CMS is entirely browser based and supports the following browsers: Internet Explorer 7+ Chrome (latest version) Firefox (latest version) Safari (latest version) 1.3.2 Thin Client Any thin client capable of using any of the browsers listed in 1.3.1 can be used to operate Easysite CMS. EIBS Ltd 2013- www.eibs.co.uk 4

Service Definition Easysite Web Content Management System 2 Service Management Easysite Web CMS is provided as a cloud-based Software-as-a-Service. 2.1 On-boarding process EIBS Ltd offer on-boarding services to make the process of moving to the Easysite Web CMS platform as simple and effective as possible. On-boarding can include: Content migration Training Assistance with or ownership of website design and customisation Development of custom functionality and features As each customer s requirements will be different, we recommend an early conversation with an EIBS specialist to ascertain specific on-boarding requirements. 2.2 Off-boarding process Customers can cancel their Easysite Web CMS service at any time, at which point their sites will be taken offline. Customers will still be able to export content via the Data Exchange services available within Easysite Web CMS for a period of two months following cancelation, after which all content will be deleted. 2.3 Service Provisioning Following a request for Service provision, the service will become available to the customer by the close of the next business day. Customers can request addition Services as required and opt for individual or aggregated billing as preferred. EIBS Ltd 2013- www.eibs.co.uk 5

Service Definition Easysite Web Content Management System 3 Commercial 3.1 Service Subscription Pricing Model The Easysite CMS service is provided via a monthly subscription and based on a maximum number of CMS users. Two subscriptions are available via G-Cloud III: Foundation: Up to a maximum of 5 CMS users. Enterprise: Unlimited CMS users. For the purpose of definition: a CMS users is a named user who is able to login to the Easysite Content Authoring and/or Content Administration interfaces. You may have as many site members as you like (i.e. site visitors who are able to login to access (view/download etc.) content. Subscriptions are based on a single website. Customers can add additional sites by purchasing additional Service subscriptions. Service Maximum CMS users Monthly Service cost Easysite CMS Foundation Service 5 395 Easysite CMS Enterprise Service Unlimited 695 All prices are shown excluding VAT 3.2 Optional Modules Optional modules can be added to your service at any time, available modules and costs are as follows: Service Monthly Service cost Easysite Buildportal Module 30 Easysite Directory Builder 17 Easysite ebooklets Module 25 Easysite Maps Connector for Bing & Google Maps 17 Easysite NHS Choices Module 25 Easysite elearning Module 30 Easysite Mega Menus Module 17 3.3 Minimum Contract Period The minimum contract period is 6 months. EIBS Ltd 2013- www.eibs.co.uk 6

Service Definition Easysite Web Content Management System 3.4 Trial Option We welcome customers trying Easysite CMS and provide a sand-box trial service which can be requested via http://www.easysitecms.net/trial 3.5 Termination There are no costs for terminating the Easysite CMS subscription service. Each party may terminate the service by giving the other a minimum of 30 days written notice. 3.6 Service Constraints 3.6.1 Website branding customisation Customers using the Easysite CMS service will need to provision compliant templates in order to give their websites a unique brand. This is achieved through the Easysite CMS design methodology which is based on Open Standards (CSS & HTML). Customers who do not have the internal skills to develop compliant templates may choose to have designs created and integrated by EIBS Ltd. 3.6.2 Website functionality customisation Easysite Web CMS can be customised via the Easysite API, for API documentation please see: https://resources.easysitecms.net/knowledge-base/developer-resources/ EIBS also offer customisation and bespoke functionality development services for customers who do not have internal developer resources. 3.6.3 Deprecation functionality/features EIBS provide a 6 month rolling product roadmap wia the Easysite Resource Centre (https://resources.easysitecms.net) which highlights new functionality being brought into the product and notice of functional deprecation. 3.7 Ordering & Invoicing process Orders can be placed by email (sales@eibs.co.uk) or by phone 0115 977 5400. Orders are processed on receipt of a purchase order or signed sales order. Payment options include BACS and advance incvoicing. EIBS Ltd 2013- www.eibs.co.uk 7

Service Definition Easysite Web Content Management System 4 Support Services 4.1 Training EIBS provide on-line and on-premise training in the following areas: Content author training Webmaster training Design style training Development API training 4.2 Support Service Level Agreement The EIBS Service Desk enables customers to obtain support in the form of advice about product usability. It also offers an issue reporting and problem resolution service. Service Desk Support is available only under the following conditions: The person requesting the assistance (a nominated contact) is employed by the Easysite licensee (the customer ) and the customer has both a current Service Desk Support and a Software Assurance Contract. A nominated contact must have current Administration level EIBS training certification and be able to provide the customer s other internal (non-administration level) Easysite users with 1st and 2nd line support. The customer must ensure that a nominated contact keeps their Service Desk login identity (i.e. name/password) secure and only used by that contact. 4.2.1 Scope of Service Desk Support During the contract term, EIBS shall render Service Desk Support to the customer s nominated contacts during normal business working hours. Service Desk Support covers incident reporting and resolution, usability advice and other service requests. It does not cover the following services: Changes to website content Graphic design style changes API or other development work If required, these services can be provided subject to additional chargeable contracts. Note that Service Desk 4.2.2 Service Desk Support Procedure If the customer believes they have a problem, or need advice, they should first check the general support information that is available on the EIBS Easysite Resource Centre website. If further assistance is required, a nominated customer contact may issue a Support Request via the Service Desk web-based reporting tool. This generates a unique Support Reference number that records the initial request and all follow-up communication. EIBS Ltd 2013- www.eibs.co.uk 8

Service Definition Easysite Web Content Management System The EIBS response to requests will fall into different Response Categories dependent on the type or severity of the issue reported. The Response Categories below specify maximum response times for sample types of request: P1 within 2 business hours (Website down/complete loss of function) P2 within 8 business hours (Website up, global function not working) P3 within 16 business hours (Website working with single page Issues) P4 within 36 business hours (Graphic Design issues) P5 next Interim Release ~ 30 business days (Bespoke functionality required) P6 next Service Pack Release ~ Quarterly (minor product upgrade) P8 within 11 business days (for non-production sites e.g. dev/build) More detailed definitions of these Response Categories may be found on the EIBS Easysite Resource Centre. 4.2.3 Service Desk Escalation Procedure Service Desk Analysts assign appropriate Response Categories following an assessment of the customer s initial report. Although the majority of requests will be processed and resolved satisfactorily, there will be instances where action needs to be escalated. The escalation of a request to EIBS Management may be instigated internally by EIBS Service Desk Analysts, or externally invoked by the Customer. In response, an action plan will be agreed with the Customer. 4.2.4 Further Information General help and support information can be found on the EIBS Resource Centre. All customer Support Requests should be made through the Service Desk web-based reporting tool. For P1 type critical issues only, after using the web-based reporting tool, the Service Desk may also be notified by phoning +44 (115) 9775404. The Service Desk is available from 09:00 to 17:00 Monday to Thursday, 09:00 to 16:30 Friday, UK time excluding public holidays. Note the phone service is available from 9.30 in the morning. EIBS Ltd 2013- www.eibs.co.uk 9

Service Definition Easysite Web Content Management System 5 Information Assurance 5.1 Impact Levels Accreditation to IL 1 / 2 can be provided on request at additional costs depending upon the customers requirements. 5.2 ISO Accreditation EIBS Ltd is accredited with ISO9001 and ISO 27001. Our Data Centre partner (iomart) is also accredited at ISO9001 and ISO 27001. 5.3 Other Accreditations EIBS Ltd is a Microsoft Gold Partner EIBS Ltd 2013- www.eibs.co.uk 10

Service Definition Easysite Web Content Management System 6 Cloud Hosting Infrastructure 6.1 About our infrastructure EIBS lease cloud hosting infrastructure at Tier 3 Data Centres owned by iomart (www.iomarthosting.com) one of Europe s premier hosting companies. EIBS cloud hosting utilises the VMware virtualisation platform running on multiple front end clustered servers each with 96 GB of Ram and dual hex core processors. The platform incorporates features such as high availability across the cluster to maximise performance and resilience. Storage is managed via DELL Equallogic ISCSI SAN Clusters with redundant backplanes, drives, network adapters and power supplies. Our approach is to provide a virtual platform with the required resources to run a client s applications with the potential to increase these as their requirements change over time. Service Bandwidth per month Virtual server Easysite CMS Foundation Service Easysite CMS Enterprise Service 100GB 250GB 2 vcpu, 3GB RAM, 5GB Database Storage Windows Server 2008R2 SQL Server 2008R2 2 vcpu, 6GB RAM, 20GB Database Storage Windows Server 2008R2 SQL Server 2008R2 Our infrastructure is protected by Sonicwall NSA appliances in failover mode. These devices hold current EAL4+, VPNC, ICSA Firewall 4.1 certifications. Iomart provide 24 x 7 technical support with a 2-hour guaranteed hardware fix, However failure of an individual physical server will not cause an extended outage; VMs will be restarted immediately on another cluster node. 6.2 Back-up & Disaster Recovery Our backup strategy involves the use of Veeam software to back up virtual machines images to another Data Centre on a daily basis. As an additional precaution, SQL and Web data backups are performed nightly using 3rd party backup software. The Disaster Recovery strategy involves the provision of VM facilities at the backup Data Centre. Standby by clusters can be provided if required. EIBS Ltd 2013- www.eibs.co.uk 11