Relates to

GovCMS, Drupal
Hosting & maintenance, Support & optimisation
Web development
Technologist, Marketer

What is GovCMS?

GovCMS is a whole-of-government open source web content management system designed by government for government and hosted on a secure public cloud. Find out more about GovCMS

Why you might want ongoing GovCMS application support

There are several reasons you might need ongoing GovCMS application support, including:

  • Business continuity: Salsa’s software maintenance services, including security patching and website monitoring, are conducted consistently and qualitatively to ensure minimal-to-no disruption to BAU.

  • Governance: Strong technical leadership and coordination, with an agreed level of oversight to ensure support requests are analysed and resolved effectively with minimal impact.

  • Augment: Boost your existing GovCMS capacity and/or capability for periods of high activity including ad-hoc enhancements and/or support for critical activities.

  • On demand: Consume support services only on an ‘as-needs’ basis.

You may also need emergency support to cover your site 24/7.

Benefits of ongoing GovCMS application support

There are many benefits of ongoing GovCMS application support, such as:

  • Peace of mind: Knowing operational issues will be addressed and resolved, protecting business continuity SLAs.

  • Improved maintenance: Reduce development costs and security and maintenance liabilities through experts adopting and implementing best practices on your site.

  • Flexibility: Salsa’s software maintenance model lets you call on expertise on an ‘as-needs’ basis for application enhancements and/or ad-hoc support, avoiding overcommitting full-time employees or funds.

What you get

For our fixed price ongoing GovCMS application support packages, you get:

  • A dedicated Technical Account Manager (TAM) as primary contact and support coordinator

  • A dedicated Relationship Manager (RM) as point of escalation

  • A transparent online project management and ticketing system

  • A requests, issues and risks register

  • Project management and stakeholder management

  • Regular account relationship meetings

You also get access to:

  • The digital agency that’s the official service provider of the entire GovCMS platform and program

  • A highly qualified and experienced digital agency that has delivered over 30 GovCMS projects since 2015

  • GovCMS product and project delivery specialists with extensive experience in ongoing application support.

Typical support requests may include, but are not limited to:

  • Content management and/or user/application administration

  • Minor application enhancements and/or fixes, including logo or image updates

  • Technical governance, leadership and/or solution direction sounding board with an expert specialist 

  • Investigation, estimation and quotation of enhancements, including simple branding updates or larger Machinery of Government (MoG) changes

  • General enquiries, operational support and training

  • Optional functional regression test authoring and validation services

  • Release management support

Fixed price packages

There are two types of packages to choose from:

  1. Block hours: Greater flexibility on consumption. Recommended when consumption is a little more sporadic and unpredictable.

  2. Monthly retainer: Favourable SLAs. Recommended when consumption needs are more predictable.

Block hour packages

Package Tariff Expiration Total ex-GST Total inc-GST
10 hours $185/h 3 months $1,850 $2,035
20 hours $180/h $3,600 $3,960
50 hours $175/h 6 months $8,750 $9,625
100 hours $170/h 12 months $17,000 $18,700
200 hours 12 months $34,000 $37,400

Notes:

  1. Greater flexibility when schedule of work is less predictable or sporadic

  2. 100% paid upfront in advance

  3. 50% of unused time is carried over if another equivalent or higher package is pre-purchased

Monthly retainer packages

Tariff Total per month ex-GST Total per month inc-GST
5 hours $185/h $925 $1,017.50
10 hours $180/h $1,800 $1,980.00
25 hours $175/h $4,375 $4,812.50
40 hours $170/h $6,800 $7,480.00

Notes:

  1. Carry-over flexibility is available and confirmed at time of onboarding

  2. Minimum six-month commitment

  3. Favourable SLA response lead times (see ‘Support SLAs’)

Support SLAs (block vs retainer)

Maintenance support effort Lead times - business days
Pre-purchased bulk hours agreement Monthly retainer agreement
1 to 2 hours Up to 3 business days Up to 2 business days
3 to 8 hours Up to 6 business days Up to 4 business days
1 to 2 days Up to 8 business days Up to 6 business days
3 to 4 days Up to 12 business days Up to 9 business days
4 days+ Scheduled and priced as project*

* Note that ongoing application support hours are priced and subject to different terms and conditions than that of scheduled, project-based work.

One-time upfront onboarding costs

One-off onboarding fee applies for both block and monthly retainer options as below:

Task Hours (@ $195 +GST) Cost +GST
Maintenance onboarding 8 $1,560
Setup and familiarisation 12 $2,340
Establish process 4 $780
Totals 24 $4,680 + GST

Get in touch

Click the button below or call us on 1300 727 952 for an obligation-free chat about your agency’s needs.

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