NDP offers proactive enterprise-class support - a dedicated development, creative team, lead by Support Management with Account Managers and Digital Strategists, who maintain the big-picture view.

Our vision of a client relationship encompasses

far more than just main website development

and bug fixes.

We are there for the life-cycle. We start by

looking behind your requirements to what’s

driving them.

Then we think about your future and the

evolution of your site.

Enterprise-class Drupal Support

ValuesClientsOnboardingSupport OverviewMaintenanceSecurityCreativeHostingAnalytics & MeasurementProject Delivery & One-team WorkingTraining & CMS review Digital strategyAccount & Roadmap ManagementTesting

Content0304050607080910111213141516

Simplicity

Quality

Transparency

everyone talks about values. With us, the difference is this - we live by them...

We drive our values through everything

we do - and it defines and differentiates us from any other agency you will meet.

- in our language, our documentation and our approach to implementation - we value simplicity in everything we do. Life is complicated enough as it is.

- we’ve learnt that delivering quality at every turn is quicker and costs less. And it game-changes our relationship with you.

We call it ‘essential professionalism’.

- by making everything easy to understand and by delivering to the highest standards throughout, we have nothing to hide. It’s a neat way to work.

Values 03

Our Clients

Let us proudly introduce some of our clients

04

OnboardingWe are used to taking on Drupal sites that are not originally built by us and we have a well defined process for doing this, focused on security and reliability.

What happens if the audit reveals major issues?

Infrastructure audit

Analytics review

Technical audit

We have taken on sites across a wide range of build quality and it is rare that we have encountered significant issues that have prevented us from bringing a client into our support desk. But if we do find something in the audit that we think needs attention, we will put together a set of options and take these back to you for consideration.

We also look at the hosting environment and dev-ops work-flow & tools setup of your site. If we find set-ups that are over-complicated or do not follow best practices, we will address this in our review with practical recommendations for your consideration.

As part of our onboarding process, we provide a review of your current Google Analytics setup, looking at tracking tools already in place and make recommendations for improvements. Reviewing your current analytics provides a benchmark for us to work from and guides us as we go into the next round of works.

Our technical audit ensures that we are familiar with how your site is built before any in-depth work starts. We document what we find and create a list of recommendations that look to improve security and management of the site.

05

Support OverviewGeneral support starts immediately, with no gap in running of the site.

Once onboarding is complete, we are ready to provide any work you might need from small to large.

Retainer or ‘buyin bulk ‘support

Fixed price support

Our support services fall into two broad

categories; mix and match of services

that are part of our retainer or ‘buyin bulk’ offerings, and fixed price per

month services.

All available on Pay As you Go as well.

• Security

• Hosting

• Account & roadmap management

• Maintenance

• Creative

• Analytics & measurement

• One team working

• Training & CMS review

• Digital strategy & consultancy

• Testing

06

Onei

One

Three

Three

JIRA ticketing access - a convenient way to raise and track your support tickets.

Proactive management - Your support requests are queued and prioritised ensuring they are processed quickly, as per our SLA below.

24/7 support - We also provide around the clock maintenance services for SLA1 issues and stand-by support when you are expecting peak traffic.

As part of our maintenance offering, you can benefit from:

Maintenance

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

Definition

Response time (9am-6pm)

Out of hours response (6pm-9am)

07

Category

Security

Designed for peace of mind, the plan protects your site and your users from security issues and software/hardware failures for a fixed price per month.

Our must have service for any website, a security and health retainer - including updates, backups and restore in the event of failure…

Monthly module updates

Testing

Quarterly housekeeping review

Fast response to site outages

Backup management

Proactive security updates

Module updates are updated monthly. Key modules on your site are also updated for performance and optimisation.

All changes we implement on your website is quality assured.

Every three months we do a thorough health check-up of your site. We check certificate expiries, server logs, 404 errors, dead links, automated tasks and also test 3rd party integrations and present back our finding to you in report.

Your site is continuously monitored for availability and an alert is triggered in case of failure, so we can immediately step-in and rectify the issue.

We make sure your site is backed up. Allowing us to quickly restore a recent copy ensuring minimal or no loss of content in case of emergency.

Security updates are applied weekly and if there is a major security alert (Drupal rated: ‘Critical’ and above), we will start applying the security patch within 24 hours.

08

Creative

We create user experiences and designs that inspire your users, increase retention and attracts first time visitors.

User research and testing

Information architecture & wire-framing

User insight and experience

Visual design, UI design

Online brand management

Developing or working with key consumer personas through a user research and testing programme.

Layout design that ensures ease of use and also the flexibility to evolve over time.

Develop user journeys, based on insight, with services and copy that drive completion.

Visual language flowing from brand, through style guides and components, to pages.

Making your brand transition seamlessly from offline to online, from device to device.

Our design & creative team is available for

everything from new text styles to adapting your

brand for digital application.

We also provide pro-active recommendations

for changes in order to keep your site fresh and

user journeys engaging.

09

HostingWe partner up 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, SOC 2, HIPAA, ISO 27001, EU Data Protection, FERPA and 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, cherry pick the products your organisation exactly requires.

10

Analytics & measurement

Analytics is a cornerstone in the process of continuous improvement in the achievement of better customer satisfaction & meeting your business objectives.

Measurement planning

Technical implementation

Custom data dashboards

Improving website performance

Understanding your organisation

We prepare a document that clearly moves from broad aims to exact numbers and shows you precisely where those stats can be found and tracked in real-time.

Most analytics demands can be taken care of with Google Analytics (through Google Tag Manager), but we have a range of other tools we can use to track more unique elements.

We deliver custom and branded data dashboards - so you could have different dashboard for a marketing team, another for membership management team, one more for the board. Each dashboard page has stats designed for that group of staff or individuals.

Once the setup and research is done, the focus shifts to implementing improvements to the website. We focus on high priority, high impact items and your team is equally empowered to see where site performance might fall short and alter content or pages to improve the numbers.

We start from broad aims to more specific questions. From there we map these things you want to know onto things we need to measure and what kinds of numbers or charts (trends) you want to see..

11

One-team working

Many of our clients have internal teams or work with other third parties. We’re happy and experienced in working on specific projects together with your delivery team or providing a mentoring/training role to them.

We call this one-team working. We have evolved effective working practices to deliver it and our clients are seeing much greater impact on their projects.

Transparent communication.

Development strategy

Strategic insight

Project-management

Availability for regular in-house meetings

Regular stand-ups (in person or virtual) are a normal part of our internal working practices and we like to use these with client teams when we work with them collaboratively in a project.

Drupal gives us a leg-up with standardised working models and a well-documented technical framework, and by aligning our working practices we can make co-operation successful and seamless.

As with new projects, our digital strategists consultants are on hand to help you assess the work you are planning.

Work can be also assigned to one of our project managers who have experience with running project in Agile, Waterfall or Prince2 methodology.

We’re based in Covent Garden, so ready to attend regular meetings at your preferred location. Similarly, we are able to host meetings, workshops, user testing and developer sprints from our offices.

12

Training & CMS review

Getting started

Basic content editing

Basic site administration

Advanced content editing

Advanced site administration

A quick tour of the basics - the main elements that make up a web page, the Drupal terminology for those things, what they look like in a real site and a start on how to change them.

Learn how Drupal works: create and edit pages on your Drupal site, add images and videos, learn about tagging and Drupal’s taxonomy system. Build on knowledge with real-world exercises.

Get to grips with looking after your site, including managing users and keeping your site up to date. Learn how to manipulate content types and modules specific to your installation.

Learn about Drupal’s user-configurable content types and how to create SEO friendly pages with meta tags. Start to work with site structure using menus and blocks. Build and edit webforms.

Delve deeper into Drupal admin. Learn about views and more about the modules that make up your site. This will be more bespoke to the Admin and the installation - needs for this course will become clear in stage one.

Training sessions tailored to your needs and skills - from basic to advanced, for content managers and site administrators...

CMS review session

Popular training session topics

We held workshop / conference calls to talk about the types of issues you might be having with the day-to-day use of the CMS, common tasks you need to do and how your internal processes work.

This will let us check that you have an appropriate set of tools and know where to focus our training.

Sessions above can be combined and topics added, customised to your needs.

13

Digital strategy Our mindset of thinking is - It’s not just a website, it’s your organisation - we get this and always work inside this paradigm.

Consultancy

Workshops

System management

Our Digital Strategists are available to attend internal strategy meetings to promote change from bottom-up and so is, our Senior management to influence change top down. We bring our expertise and experience to ensure your digital strategy makes the most of the rapidly-evolving opportunities that digital channels provide.

Brainstorming the work to deliver your digital strategy by enabling existing digital capabilities to its fullest and by introducing you to new technologies that your organisation could leverage using. We also look at areas in your business where processes could

We will work with you to create and drive a prioritised list of changes. Successful, well-designed system maps provide checkpoints for assessing success, which ties back to our measurement plans.

We help organisations to understand their digital

estate as a set of products with benefits to customers

and to think about how those digital products can be

used more efficiently over time. We know that web

projects have always been business improvement

projects, tying together brand, utility, customer

benefits and the aims of the organisation into a

compelling proposition. Understanding where the

website sits in your organisation is a key aspect to

its success. We can help you make sure that several

broad business areas are all moving together:

14

Cate

gory

Account & roadmap management

We align digital strategy with your business goals and we can create a bespoke digital roadmap for your business.When an organisation understands that the digital estate is not an add-on but is vital to the aims of the organisation they start to think about value differently. Web projects then become about sustainable roadmaps that generate real value to users and enables you to push on with things that are not only key to your organisation’s success but meaningful to your audience.

As well as support from our Digital Strategists and Support Team, we also offer dedicated Account Management, so you not only map out where you want to be but we help you get there.

Dedicated time

Always on call

Proactive management

Making the most

For larger clients, or for those who need heavy-duty support and hands-on help with roadmap management.

Your Account Manager is always available to bounce ideas around and lead you making changes. They monitor all support work and liaises with you and, where necessary to make sure you have the fastest and most appropriate service in all circumstances.

It is like having one of your own people - pro-actively monitoring your site and looking for opportunities to make the most of what your digital estates can provide.

A dedicated Account Manager contextualises client requirements, makes sure your budget is optimised and the results aligned with your needs.

15

Cate

gory

Category

One

Testing

The tests we use are designed for different types of work - from simple tasks, to larger functionality changes to your site. We agree with you on what tests we are running to which categories of work and on who sign work off on your behalf. Each time we start work, we let you know which tests we will be running, so you know in advance.

Quality Assurance is just as important in support as it is when we build a new site. Pre-agreed test plans ensure that our support QA is as reliable and cost-effective as possible.

Automated testing

Unit and functional tests

Regression tests

Full-site tests

Local tests

For custom modules to run automatically on commit.

Written in Gherkin, when appropriate we write unit and functionality tests using Drupal’s own simple test framework. These verify that individual custom components do what they are supposed to.

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.

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.

Local 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.

16

Time to talk?Speak to one of our team members today...

call us on 020 3905 7400

or why not drop in?

email us at info@ndp-studios.com-

NDP studio, 62-70 Shorts Gardens, WC2H 9AH