Service Definition – Easysite Web Content Management System

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8 Δεκ 2013 (πριν από 3 χρόνια και 10 μήνες)

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Service Definition


Easysite Web CMS

Easysite Web Content Management System

G
-
Cloud III








Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




2


Contents

1

Service


Easysite Web Content Management System

................................
................................
...............

3

1.1

Overview


Easysite Web CMS

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................................
................................
............

3

1.2

Open Standards

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................................
................................
................................
...

4

1.3

Requirements

................................
................................
................................
................................
......

4

1.3.1

Client
-

browser

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................................
................................
...........................

4

1.3.2

Thin Client

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................................
................................
................................
....

4

2

Service Ma
nagement

................................
................................
................................
................................
...

5

2.1

On
-
boarding process

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................................
................................
...........................

5

2.2

Off
-
boarding process

................................
................................
................................
...........................

5

2.3

Service Provisioning

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................................
................................
.............................

5

3

Co
mmercial

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..................

6

3.1

Service Subscription Pricing Model

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................................
.....

6

3.2

Optional Modules

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................................
................................
................................

6

3.3

Minimum Contract Period

................................
................................
................................
...................

6

3.
4

Trial Option

................................
................................
................................
................................
..........

7

3.5

Termination Costs

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................................

7

3.6

Service Constraints

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..............................

7

4

Supp
ort Services

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................................
................................
..........

8

4.1

Training

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................................
................................
................................
................

8

4.2

Support Service Level Agreement

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................................
................................
.......

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

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................................
..............................

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




Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




3


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 C
ontent 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 navigati
on methods



Taxonomy
,

C
ategory
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 Optimi
sation 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.ea
sysitecms.net



Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




4


For details of available Easysite CMS module
s

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 & H
TML5) and CSS for content
delivery. Syndication is supported via RSS & ATOM. Easysite also has a built
-
in Data Exchange for the
extract
ion
, transform
ation

and
up
load
ing

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.



Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




5


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 a
nd 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 ab
le 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 wil
l 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.



Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




6


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 a
re based on a single website. Customers can add additional sites by purchasing additional
Service subscriptions.

Service

Maximum CMS users

Monthly Service cost

Easysite CMS


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£395

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£695

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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.



Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




7


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

Terminatio
n

There are no costs for terminating the Easysite CMS subs
cription 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 ne
w 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.





Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




8


4

Support Services

4.1

Training

EIBS provide on
-
line and on
-
premise training in the following areas:



Content author training



Webmaster training



Design st
yle 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 S
upport 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 Co
ntract.

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 genera
l 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.



Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




9


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 ma
ximum 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 th
e 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 Se
rvice 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 shoul
d 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.




Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




10


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



Service
Definition


Easysite Web Content Management System



© EIBS Ltd 2013
-

www.eibs.co.uk




11


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
hos
ting 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 an
d resilience.

Storage is managed via

DELL Equallogic ISCSI SAN Cluster
s

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
th
e potential to increase these as their requirements change over time.

Service

Bandwidth per month

Virtual server

Easysite CMS


Foundation Service

100GB

2 vCPU, 3GB RAM, 5GB
Database
Storage

Windows Server 2008R2

SQL Server 2008R2

Easysite CMS


Enterprise Service

250GB

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 e
xtended outage; VMs will be restarted immed
iately 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 prec
aution,

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.