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:
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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.
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Governance: Strong technical leadership and coordination, with an agreed level of oversight to ensure support requests are analysed and resolved effectively with minimal impact.
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Augment: Boost your existing GovCMS capacity and/or capability for periods of high activity including ad-hoc enhancements and/or support for critical activities.
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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:
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Peace of mind: Knowing operational issues will be addressed and resolved, protecting business continuity SLAs.
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Improved maintenance: Reduce development costs and security and maintenance liabilities through experts adopting and implementing best practices on your site.
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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:
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A dedicated Technical Account Manager (TAM) as primary contact and support coordinator
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A dedicated Relationship Manager (RM) as point of escalation
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A transparent online project management and ticketing system
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A requests, issues and risks register
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Project management and stakeholder management
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Regular account relationship meetings
You also get access to:
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The digital agency that’s the official service provider of the entire GovCMS platform and program
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A highly qualified and experienced digital agency that has delivered over 30 GovCMS projects since 2015
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GovCMS product and project delivery specialists with extensive experience in ongoing application support.
Typical support requests may include, but are not limited to:
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Content management and/or user/application administration
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Minor application enhancements and/or fixes, including logo or image updates
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Technical governance, leadership and/or solution direction sounding board with an expert specialist
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Investigation, estimation and quotation of enhancements, including simple branding updates or larger Machinery of Government (MoG) changes
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General enquiries, operational support and training
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Optional functional regression test authoring and validation services
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Release management support
Fixed price packages
There are two types of packages to choose from:
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Block hours: Greater flexibility on consumption. Recommended when consumption is a little more sporadic and unpredictable.
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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 months | $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 |
$170/h
| 12 months | $34,000 | $37,400 |
Notes:
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Greater flexibility when schedule of work is less predictable or sporadic
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100% paid upfront in advance
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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 | |||
| 10 hours | |||
| 25 hours | |||
| 40 hours |
Notes:
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Carry-over flexibility is available and confirmed at time of onboarding
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Minimum six-month commitment
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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 | |
| Setup and familiarisation | 12 | |
| Establish process | 4 | |
| Totals | 24 |