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Enterprise-classDrupal Managed Services
NDP’s proactive enterprise-class Drupal support is designed to guarantee you a secure and reliably maintained website which can evolve with your needs.
020 3905 7400ndp-studio.com
Our vision of a client relationship encompasses far more than business-as-usual support and maintenance.
We think about your digital future strategically and creatively for the whole life-cycle of the relationship.
NDP’s Managed Services comes with a robust 24/7 critical service SLA and is managed by a Drupal-expert team of Developers, Creatives, Support & Account Managers and Digital Strategists.
NDP is unique in its proactive approach to Managed Services.
Our retainers come with monthly data insight reports, quarterly UX improvement propositions and ongoing suggestions to keep you ahead of competition and to leverage best-in-class technologies.
The recommendations from our team are led by data insights, directly linked to your business or organisational KPIs.
Furthermore, NDP is the only London based Drupal agency with a dedicated team for your Managed Services.
020 3905 7400ndp-studio.com
What our clients say about us.
NDP have been a great help to our small charity to create a professional, clear website to support our needs. The team have offered valuable advice and training including Google analytics. The team communicates well and works quickly to resolve any issues that crop up. We look forward to continue working with them and improving our website even more.
I’ve worked with NDP on a number of projects over the years; I keep coming back to them for 3 reasons: technical excellence, innovative & cost-effective solutions and a collaborative partnership.
It is good to see how dedicated the NDP team has been from the very start of the project and to feel their ownership and commitment to our website and its growing success.
Sophie Taylor Communications & Regional Executive
Steve Dalton Platform Manager
Jill Coates Head of Corporate Training
020 3905 7400ndp-studio.com
Managed Services Retainers
All retainers include Support management, Access to help desk, phone support & reporting on monthly usage. Unused hours can be rolled over up to 3 months.
Account Management includes frequent digital strategy sessions, ad hoc workshops & KPI reviews plus content management help any time.
Platform management includes managed off-site backup, Jira based release management with 2 full-licenses, ongoing site monitoring, site outage rectification & management.
Retainer rates are fixed for 2 years from contract commencement.
Retainer for incident management and for small works
Analytics report (monthly)
Security updates (weekly)
Health check review (quarterly)
Creative review (quarterly)
Account Management
24/7 support
Platform management
Performance testing & improvements (quarterly)
Small
£1,100 / mo
1 day / month
Medium
£2,100 / mo
2 days / month
Enterprise
£4,450 / mo
4 days / month
Enterprise +
£6,250 / mo
6+ days / month
Onei
/ Our support
Incident priority categorisation (SLA)¹
Category
15 mins 2 hours
1 hour 2 hours
1 day N/A
Total site outage• Issues that render the site as a whole or any vital function
is unusable
• Actions that severely compromise the security of the site or the data held within it
Partial site outage• Issues that limit the functionality of the site to a degree
where a user is not able to use the site to its fullest extent
• Issues that compromise the user experience on a regular basis
• Data held or logged by the web server is corrupt
General Maintenance• Issues causing the site to constantly function slowly, but
correctly
• Minor faults where the whole site works well but parts are not functioning properly, or faults that do not affect the overall impact of the site
• Internal or external 404 (page missing) errors
• All other general and scheduled maintenance work or site additions and changes
DefinitionResponse time
Out of hours response time²
All the support and responsiveness of our standard SLA agreement but can be extended to meet your exact requirements
Out of working hours issues can be reported via calling a dedicated phone number
1
2
One
Three
Three
Relationship Management
Regular Contact
Strategic Contacts
Dependent on your retainer either your Account Manager or your Support Manager is your main day-to-day point of contact.
They are responsible for the general oversight of all the work we do for you. They ensure you are kept up-to-date with progress, developments and recommendations.
Account and Support managers are always available for calls and will respond to any request within one working day.
If your key contact is on leave, we assign appropriate cover and let you know.
Our Digital strategists, together with Account or Support managers will also have formal account review meetings with you to discuss activities completed and in progress, support ticket SLA compliance and any other issues.
As a senior-level contact, Digital strategists are available to attend governance meetings including programme board and product management meetings.
Our Digital Strategists organise a quarterly strategy meeting to ensure all activities are properly aligned with your commercial roadmap.
Tools & Reporting
• Uptime & site performance monitoring (Pingdom)
• Application performance monitoring (New Relic)
• Security monitoring (OSSEC and Lumturio)
• Infrastructure monitoring (Munin and Nagios)
• Incident resolution & ticketing system (Jira)
• Real-time retainer utilization reporting (DataStudio)
• Inbuilt dev/staging/production environments, with one-click or command line deployment
• Integrated version control via GIT, with branching for feature development
• Inbuilt backup/restore capability for the full Drupal stack
You get access to the same systems we use to manage and monitor our clients’ platforms and websites, giving you real-time visibility of performance.
This includes both development and management information systems.
Monitoring your site
Support usage
Technical management
020 3905 7400ndp-studio.com
Release Management
Testing
SLA 3 work is packaged into release cycles to suit priorities, which are agreed with our clients at all times.
Requirements are scoped by our team with relevant stakeholders on your side. Our team ensures that we have a full understanding of your organisational, commercial, technical and user experience requirements for each area of development.
If required, we organise scoping workshops (at your premises or ours) to make sure we provide the best solution against your requirements.
Implementation of development work takes place on a development server. If multiple development works take place simultaneously then development branches are used to
The tests we use are designed for different types of work - from simple support tasks, to functionality changes and the deployment of large-scale additions to your site.
Each time we start work, we agree with you which tests we will be running.
Local testsLocal testing is simple visual checking of the page on which the work was done. This is the type of testing used for most support work.
Regression tests Regression tests target the main user journeys in the site and are used to spot unforeseen consequences of support work which may not be picked up with local testing alone.
They add an additional layer of confidence and are very cost-effective when compared with full site testing.
maintain each feature in a controlled and individually testable environment.
Further user testing may take place at this stage, on the development environment. When development is complete it must clear our internal QA and is then released to you for your own testing.
Outputs from your testing are documented (in Jira or in Bugherd).
Prior to launch, agreed regression tests are carried out on the build to ensure it is fully functional and meets requirements and specifications at all times.
Full-site tests Usually only used when there have been major works on the site - this is an end-to-end visual and functional checking of the entire site.
020 3905 7400ndp-studio.com
Hosting
We partner with a number of hosting providers and make recommendations to you based on your exact requirements.
We offer managed hosting, and we are happy to liaise with the provider on your behalf, including resolving site outage together with them.
Pantheon
Amazee Acquia Cloud
CodeEnigmaBuilt-in work-flow, server management, and the highest performance possible.
Pantheon takes care of the tedious sysadmin work like setting up LAMP stacks, provisioning development environments, and maintaining servers.
Docker-based local development environment, Decoupled Hosting, and worldwide server location options.
They offer competitive prices for sites of every size and support fully automated deployments.
Enterprise Level Reliability, SOC 1 and SOC 2, HIPAA, ISO 27001, EU Data Protection, FERPA, PCI-DSS.
The leading cloud platform to continuously develop, deliver, and run digital experience applications and content.
ISO 27001 certificate, Managed AWS, and Devops Support.
Code Enigma offers customised hosting solutions and lets you create hybrid solutions and, cherry pick the exact products your organisation requires.
020 3905 7400ndp-studio.com
We ensure that all data on the website, including your customer data and any other sensitive information, is protected, secure and free from unauthorised access, use, disclosure, loss and destruction.
Data Protection
Our staff adhere to our Information Security policy which incorporate the requirements of GDPR. Staff are trained on continuous developments in this space, and practices are enforced by our Data Protection Officer.
Your data in our development environmentsAs standard, development copies of sites have a sanitised database (so that no personal data at all is retained on local or development copies). An information security protocol will be agreed with you as part of our contract.
Time to talk?Speak to one of our team members today...
call us on020 3905 7400
or why not drop in?
email us at:
visit us at:
NDP62-70 Shorts GardensLondonWC2H 9AH
ndp-studio.com
