What is 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.
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:
Block hours: Greater flexibility on consumption. Recommended when consumption is a little more sporadic and unpredictable.
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|| |
|50 hours|| |
|100 hours|| |
|200 hours|| |
Greater flexibility when schedule of work is less predictable or sporadic
100% paid upfront in advance
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|
Carry-over flexibility is available and confirmed at time of onboarding
Minimum six-month commitment
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|
|Setup and familiarisation||12||$2,340|
|Totals||24||$4,680 + GST|