What falls within the remit of Support?

What can I use my Support for?

• Content changes 
• Development changes including:
  • Minor changes
  • New functionality
  • Additional scope e.g. microsite (although depending on the size this may be handled as a Project)
• Design changes
• Formatting and editing images for thumbnails and banner (images supplied by client)
• Sourcing, formatting and editing icons
• Training (full admin, full editor, refresher, accessibility)
• Bespoke analytics reports
• Advice and guidance (e.g. how to complete a CMS task, if you can't find it on our CMS User Guides)
• Security matters including:
  • Vulnerability scans
  • Penetration testing
  • Technical enhancements 
• Accessibility reviews (content and code)
• Converting PDFs to accessible webpages
• Adding CMS users, setting up permissions and workflow
• Design work (e.g. branding, image creation)

For many of the items above, Frank may be required to produce an estimate of the time required for your approval.  If this is the case, the time taken to provide the estimate will be applied to your account regardless of whether you proceed with the work.  However, the estimating time will not be included in the quote for the work.

What doesn’t fall within the remit of Support?

• All new platform developments and major changes are to be planned, controlled, and reviewed using Frank’s project management framework. Projects will be scoped, estimated, and paid for outside of the standard support contract.   For example, a full site redesign or build is considered to be a new project and will be quoted as such.  
• Upgrades - Frank will deliver the initial website/extranet in the latest available version of the CMS.  As the site will be in operation for many years, it is likely that one or more CMS upgrades may be required during the lifetime of the asset.  Upgrades will extend the shelf-life of the website, address security vulnerabilities and bug fixes.  

  If an upgrade is required, Frank will cost this separately and raise it with you.  Standard CMS and security patching will be delivered by Support at no additional charge. 

• We do not manage e-mail accounts unless they were set up by Frank.  If Frank have added an email account to the CMS provided by the client (e.g. NHS mail) it is the client's responsibility to provide us with a new password every 12 months.  If the password is not supplied, forms may stop working.
• Issues pertaining to NHS mail or the NHS secure boundary.  Frank Support will always support you in liaising with those teams to describe an issue, but fixes that fall within the remit of the NHS can not be undertaken by Frank. 
• If you control your own hosting and domain separately, responsibility for managing both is with the client. As such, Frank are not liable for any consequences relating to the expiry of one or both services. 
• If your SSL certificate was not purchased through Frank, we can't take responsibility for ensuring that it is up to date.  The client must provide the keys to the renewed certificate in a timely manner (at least 2 weeks notice) or the site could be blocked by a users' browser for being unsecure.
• Content published online is the responsibility of the client and falls outside the support contract.  However, Frank have access to copywriters and details can be provided upon request.
• Frank does not accept support requests from third party companies unless approved from you as the client.  We are not liable for any costs or the support time used by third party companies within the approval you have given.  However, Frank will authorise requests made by members of staff from your organisation (e.g. they have the same email address as the lead client).  Frank do not track who is authorised to make requests on behalf of your organisation, therefore you should only share the Support email address with staff who have permission to use your Support allocation.

• With regards to third party embeds and application requests to Frank, it is the responsibility of the client to carry out the appropriate due diligence on these third party applications with their IT, IG and risk departments to gain approval to proceed in regards to adding embeds themselves or tasking Frank to add to your website. This includes instructions to Frank on the set up of Cookies. For the avoidance of doubt any third party embed or application is anything not built by Frank and not our code for which we cannot be deemed liable for.

What activities do the Frank team undertake?

The Frank technical team will periodically be carrying out the following:

• We monitor your hosting
• We monitor website loading times and implement website optimisation
• We monitor domain expiry/renewals (where Frank control the domain, for non-NHS domains)
• We monitor your SSL certificate and website security (if purchased through us)
• We monitor uptime/downtime of your website
• We keep abreast of all latest updates and innovations to software/packages implemented by Frank on your site
• We store frequent backups of your website every 24 hours to avoid data loss
• We provide fast disaster recovery from our daily backups when required