East Cambridge District Council

Web site hosting and support

Request for quotation

East Cambridge District Council wishes to receive quotations for annual support and hosting for its main websites:

(Main website)

visitely.org.uk (Tourism Website)

Hosting Requirements

Suppliers are asked to provide quotations for the following hosting requirements

Main Website

Drupal 7

Tourism Website

Drupal 6

Common Requirements

  • Hosting availability minimum of 99.9% uptime guarantee
  • Apache SOLR Search engine
  • Development, Test and Live environments for each website
  • Site management interface
  • Facilitate separate movement of code, files and database between environments
  • Single click deployment of new Drupal sites
  • No storage restrictions
  • No bandwidth restrictions
  • Ability to support up to 100,000 page views per month
  • Scheduled daily backups for all environments – backups must provide separate files for code, database and files
  • Ability to download individual backup files to local computer
  • Ability to create one-off backups of code, files and database
  • Minimum 2 weeks backup retention
  • Provision of Redis cache
  • Provision of Drush integration
  • Support for git and sftp file upload mechanisms
  • Varnish caching
  • 512Mb PHP memory
  • Integration with New Relic performance management and monitoring
  • E-commerce capability
  • SSL Support
  • Ability to create separate sandbox environments as required

Domain name management

Suppliers are asked to quote for the management and maintenance of all the Council’s domain names

sports.eastcambs.gov.uk

olivercromwellshouse.co.uk

tourism.eastcambs.gov.uk

visitely.eastcambs.gov.uk

The hosting environment should provide a simple interface to allow the council to manage these and any additional domain names as required.

Support Requirements

The Council has the following support requirements in relation to the hosting and support of its websites.

Support must be provide via Email, Telephone, Website reporting and if appropriate site visits.

There should be no limits on the number of support incidents or tickets.

There should be no limits on the number of contacts.

Provision of 24 x 7 backup resources for urgent updates to website to cover planned and un-planned staff absences.

A support SLA should be provided.

Support must cover at least the following elements:-

Technical support

  • Monitor status of all installed Drupal modules and undertake patching and upgrading to new versions when verified it is safe to do so
  • Immediate patching of critical security updates
  • Advice on upgrading to major new releases
  • Support for the full Drupal environment

Advisory support

  • Provide assistance in resolving and avoiding security vulnerabilities
  • Advice on suitable Drupal modules to address customer requirements
  • General guidance and suggestions for optimising performance
  • Provide general architectural guidelines and suggestions for structuring Drupal implementations.
  • Provide general guidelines and suggestions for developing custom modules for Drupal.

Diagnosis and Repair

This support should entitle us to engage with you in the diagnosis and repair of Drupal functionality issues during the assembly and operation of our Drupal websites.

Diagnosis and repair support includes resolving issues with any core, contributed or custom module; with installation, configuration and usage tasks; with modules or themes not interacting as expected; and with the site not operating as expected within it's environment.

Response times

Priority / Feedback within / Feedback frequency within / Temporary fix within / Permanent fix within
Critical / 1 hour / 3 hours / 24 hours / 1 week
High / 4 hours / Daily / 3 days / 2 weeks
Normal / 1 day / As agreed / As agreed / As agreed
Low / 3 days / As agreed / As agreed / As agreed

Priority “Critical” – This should be for extremely urgent problems, for example, complete loss of the system of other problems that prevent the user from effectively using a significant part of the system.

Priority “High” – This category should be for all problems that materially affect usage or prevents one user from using the system effectively.

Priority “ Normal” - This should be for any problem, which affects part of the system, but does not materially affect its operation and allows users to continue using the system.

Priority “Low” – this category should be used for low priority support requests that do not affect the operation of the system. For example requests regarding “how do I do x?”.

Support Hours

Support should be provided 24 x 7.

File classification: NOT PROTECTIVELY MARKED