1. technology and computing

Squiz Plus
Zetland House
109-23 Clifton Street
London EC2A 4LD
020 7101 8300
[email protected]
www.squiz.net/uk
Zetland House | 109-23 Clifton Street | London EC2A 4LD
020 7101 8300 www.squiz.net/uk
0870 112 3394
CONTENTS PAGE
1 Executive Summary
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2 Squiz and the CLIENT
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3 SQUIZ PLUS AGREEMENT
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4 SQUIZ PLUS ADDITIONS
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4.1 Squiz Private Cloud
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4.2 Squiz Edge
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5 Costs
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Executive Summary
Squiz welcome the opportunity to continue to work with CLIENT, transitioning from a standard Service Level
Agreement, to a fully customised Squiz Plus offering. This documents outlines the services that Squiz will
provide to offer you a tailor-made Master Services Agreement.
Rather than signing SLA agreements, which cover just the hosting and services around the hosting, our Squiz
Plus Agreements are more like Master Services Agreements. Instead of just guaranteeing your site will be up,
we’ll include whatever products and services you’ll need for that year - whether it’s helping you build in-house
capabilities or refreshing your design, premium cloud hosting or priority support. And as standard, you’ll be
protected by the highest security guarantees. It’s our way of saying, ‘we’ve got your back.’
With a Squiz Plus Agreement, we will take responsibility for everything that you want us to. We’ll work with
you to understand your needs and develop a solution that meets them. That means never worrying about
uptime in your downtime, never waiting ages on a support call (because you can jump the queue) and never
being told 'it's the software's fault' (because we made the software and we guarantee it).
You can pick and choose whatever services and products you need to achieve your goals and know that that
buck always stops with us. The best bit? You’ll know all your costs from the start.
In this proposal, we’ve outlined the services we think that you’ll want, but we’d love the opportunity to discuss
this in more detail and to fully created the created that works for you.
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Squiz and the CLIENT
Squiz is all about engaging people. We help you engage your audiences by delivering compelling online
experiences. Our software and services combine to deliver solutions such as websites, intranets, portals and
collaboration software.
We’re a bunch of passionate, purposeful folk. We like stuff. Some of us like different stuff to others, but that's
what makes us interesting, diverse and creative. Some of us get a kick out of coding or spreadsheets or a good
call with a client. Others are passionate about the cloud or user experience. But what makes us Squiz is the
stuff we ALL like: the glue that binds us together and gives us a common purpose. We like engaging people.
Over the past 15 years, Squiz has helped over 1,500 organisations to achieve their online objectives. Our
technology includes an Enterprise Web Content Management System (Squiz Matrix), an awesome search tool
(Funnelback), Analytics and collaboration software (Squiz Roadmap). We also have over 300 staff dedicated to
servicing our customers. Our professional services team can take you from User Experience Research right
through design, build, training and support.
Whether it's helping a client solve a problem in a creative, thoughtful way or a 3am phone call with a stressed
administrator, we simply love engaging with people on a truly personal level. It’s in our DNA.
Squiz are experienced at managing many projects concurrently, and have implemented Squiz solutions for more
than 1,500 clients globally. We have excellent knowledge of a wide variety of sectors including financial, higher
education, publishing, healthcare, technology and the public sector.
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We’ve worked with numerous 3rd sector clients over the last 15 years, including:
To put it simply, we'd love the chance to deliver on your objectives and keep you involved in our community.
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SQUIZ PLUS AGREEMENT
Squiz Plus is our premium service and technology program, designed to support your goals through tailored
services, all protected by comprehensive guarantees.
We want you to get the most out of your Squiz investment. To support that ambition we are including more
stuff of value to you as standard:
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•
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•
•
•
•
•
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An assigned Account Manager
24x7 priority help desk with response time and resolution time guarantees
Squiz engagement program
1 ticket to the Squiz Engage users conference
Squizmap accounts with voting rights
Subscription to Squiz’s security alert service
One instance of Edit Plus
Funnelback (for up to 5,000 URLs)
Streamline platform maintenance and upgrades
On top of these standard inclusions, you can add on any of the below:
Support hours/services
Extended implementation
warranty
SEO/SEM and Analytics
optimization programs
Purchase licenses and
services from Squiz partners
Squiz Cloud
Audits and drills
Roadmap
Squiz Edge
SEO/SEM and Analytics
optimization programs
Analytics
Specialist reporting
Matrix upgrade subscription
Training program
Edit+
Custom upgrades and
platform maintenance
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SQUIZ PLUS ADDITIONS
4.1
Squiz Private Cloud
Most of our clients choose to host their solutions in the Squiz Cloud; a fully managed private cloud-hosting
environment which is run by Squiz, for Squiz products and solutions. It delivers a scalable, flexible and secure
online infrastructure allowing you to reap the benefits of cloud computing and realise the full value of the Squiz
Suite.
The Squiz Cloud allows you to reduce your infrastructure costs as resources previously invested in hardware
and maintenance can be reallocated towards value generating services and applications.
The Squiz Cloud provides:
 Automated Healing & High Availability
 Scaling and Easy Upgrades
 99.9% Uptime Guarantee
 24x7x365 Health Monitoring - including all cloud hardware, Database, Web & Network services
 Managed Backup Services
 Carrier-Grade Network & Transit
The primary Squiz Cloud data centre is “The Bunker” in Newbury, with secondary data centre in Ashford (for DR
options).
Key features to our data centers include:
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Fire Detection and Suppression
Building Management Systems onsite 24x7 monitoring all aspects of centre
Telecommunications are carrier neutral with access to multiple suppliers
Telecommunications providers have world class facilities for access, meetings, pathways and satellite
equipment
Security is onsite 24x7 with strict access control
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4.2
Squiz Edge
Squiz Edge is an HTTP proxy server caching technology based on Nginx, OpenResty, Lua and Redis. It was born
out of a industry wide issue of having some major conflicting requirements;

Fast client content delivery no matter where end users are
accessing a site

Dynamic or Personalised information that needs to come from a
distant origin location

Solution needs to be simple or seamless to the end users and
content creators
The conflict is that data can not travel faster than the speed of light, and the internet is a very complex network
that introduces Latency (time delay experienced in a system) you need to have a very sophisticated model to
decide what information is cacheable and solving how to have dynamic content in a static page.
The first approaches to this problem were enabling static content to be delivered on a Content Delivery Network
(CDN) which enables images and static files to be distributed geographically to locations closer the to clients
accessing the pages. But this has limitations with requirements for dynamic content e.g. User name on page.
Edge allows for all the benefits of a CDN with advances in Edge Side Includes and enhanced
caching management to make these requirements a reality.
Traditional models of cache with a TTL (Time To Live) setting and origin and edge side delivery patterns
described above mean that historically you had two choices with a global website delivery. Dynamic content
that was always up to date but would be slow in certain parts of the world, or a fasts everywhere fully cached
site that would be either out of date and could not have personalisation on the page.
Edge looks to delivery on both. By using Squiz Private Cloud's global footprint we can have CDN covered, but
with Edge we can have static cached pages with small dynamic elements
and sophisticated caching strategies to stay up to date without a complex process for content editors to follow.
Another use of Squiz Edge is for Disaster Recovery. Hot DR replicates the entire environment on a completely
separate Cloud grid. The separate grid runs on a different network, is housed in different physical locations and
provides a live replication of the primary environment. It is identical to the primary system in every way.
When something goes wrong with the primary client system, the traffic must be routed to the Hot DR
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environment. To do this, a load balancer is required to re-route the traffic. Squiz Edge serves as a global load
balancer that redirects traffic to the Hot DR system in the event of a failure in the primary environment.
Hot DR is the ultimate protection from issues with any Cloud environment.
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Costs
Please see the breakdown of the annual Squiz Plus Agreement components below:
Item
Cost (+VAT)
Standard Squiz Plus Inclusions (36 month contract):
£20,000
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




An assigned Account Manager
24x7 priority help desk with response time and resolution time guarantees
Squiz engagement program
1 ticket to the Squiz Engage users conference
Squizmap accounts with voting rights
Subscription to Squiz’s security alert service
One instance of Edit Plus
Funnelback (for up to 5,000 URLs)
Streamline platform maintenance and upgrades
Squiz Cloud:



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Matrix production: XX units
Funnelback production: XX units
Disaster Recovery: XX units
UAT: XX units
Squiz Edge:

£XX,XXX
XX per year
User conference tickets:

£XX,XXX
Standard maintenance
Half test environment
Simple architecture
Standard Operating Procedures
Service hours:

£XX,XXX
Included
Upgrades and maintenance:




£XX,XXX
£XX,XXX
XX tickets
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Training:

XX training units
Reporting:

£XX,XXX
XX production environments
Funnelback:

£XX,XXX
XX installs
Custom items:






£XX,XXX
XX installs
Roadmap:
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£XX,XXX
XX URIs indexed
Roadmap:

£XX,XXX
Advanced quarterly
Edit+:

£XX,XXX
£XX,XXX
Audits/drills
Custom training
Optimisation
Custom reporting
Squiz Connect
Any extras
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