CCMS Managed Services & Administration
DBA-level administration, ongoing optimization, and Tier 2/3 support for your Component Content Management System — so your writers focus on writing.
Expert Administration
A CCMS is a database application with XML-aware workflows, access controls, and publishing integrations. It requires dedicated operational expertise — not just an IT generalist.
-
User Support (Tier 2/3)
When a writer says “I can’t check in this file,” it’s usually a locked resource, a validation error, or a merge conflict. We are the helpdesk that speaks DITA — resolving content-specific issues that generic IT support cannot diagnose.
-
Performance Tuning
Optimizing XML database indexing, search configurations, and query performance for large repositories (1M+ objects). We profile slow operations, restructure indexes, and implement caching strategies that keep response times under 2 seconds.
-
Schema & DTD Updates
Deploying new DTDs, specializations, and constraint modules without breaking legacy content. We test schema changes against the full repository, produce migration scripts, and validate backward compatibility before going live.
Operational Services
Ongoing administration tasks that keep your CCMS healthy and your content team productive.
-
User Onboarding
Workspace setup, role-based permissions, tool preferences, and authoring environment configuration for new hires — writers are productive on day one.
-
Platform Migration
Moving from CCMS A to CCMS B (e.g., IXIASOFT to Heretto, Vasont to Paligo). We handle data export, schema mapping, metadata preservation, and link integrity verification.
-
Repository Cleanup
Identifying and archiving orphaned topics, broken conrefs, unused images, and stale branches. We produce a ROT (Redundant, Outdated, Trivial) report with automated remediation scripts.
-
Access Control & Auditing
Role-based access control, branch policies, and audit trail configuration for regulated environments. Every view, edit, and export is logged for compliance reporting.
-
Backup & Disaster Recovery
Scheduled backups, restore testing, and DR runbook development. We ensure your content repository has the same RTO/RPO guarantees as your production databases.
-
Health Monitoring
Proactive monitoring of system health, storage utilization, indexing performance, and queue backlogs. We alert and remediate before your writers notice a slowdown.
Platforms We Support
We provide managed services across the major CCMS platforms — not just one vendor.
If your team uses it, we administer it.
- Enterprise
IXIASOFT CCMS
Full administration for IXIASOFT 4.x and 5.x — including TEXTML Server tuning, collaborative review configuration, output generator management, and custom dashboard development.
- Enterprise
Tridion Docs (SDL)
Publication Manager configuration, condition metadata management, translation integration, and performance optimization for Tridion Docs on-premise and cloud deployments.
- Cloud-native
Heretto (easyDITA)
Cloud-native administration — API integrations, webhook pipelines, custom publishing configurations, and SSO/SCIM user provisioning for Heretto’s SaaS platform.
- Cloud-native
Paligo
Taxonomy and variable management, publishing portal configuration, Salesforce Knowledge integration, and multi-language workflow setup for Paligo’s structured authoring environment.
- Legacy
Vasont / Astoria
Legacy platform support, migration planning, repository maintenance, and publishing pipeline management for Vasont and Astoria CMS installations.
- Open Source
Git-Based & Open Source
For teams running DITA on Git (GitHub, GitLab, Bitbucket) with DITA-OT CI/CD pipelines — we provide the same managed service discipline: access control, branch strategy, build monitoring, and publishing automation.
Workflow & Configuration Services
A CCMS is only as effective as its workflows. We design and implement the operational logic that governs how content moves from draft to published.
-
Review & Approval Workflows
We design multi-stage review chains — author → SME review → editorial → approval → publish — with automated notifications, deadlines, and escalation rules. Workflows adapt to your org structure, not the other way around.
-
Branching & Release Management
Version branching strategies for parallel product releases, patch documentation, and long-lived maintenance branches. We configure branch policies, merge rules, and baseline snapshots that map to your product release cadence.
-
Publishing Triggers & Automation
Automated publishing on workflow state change — when content reaches “Approved,” the pipeline builds and deploys without manual intervention. We wire CCMS events to DITA-OT builds, webhook-triggered deployments, and notification channels.
Upgrades & Integration Management
Keeping your CCMS current and connected to the tools your teams depend on.
-
Platform Version Upgrades
Major and minor version upgrades — IXIASOFT 5 → 6, Tridion 14 → 15, Heretto API changes. We run the upgrade in a staging environment, regression-test your customizations, validate content integrity, and execute the cutover with rollback procedures in place.
-
TMS & Localization Connectors
Configuring and maintaining integrations with translation management systems — Trados, memoQ, Phrase, Memsource. We manage the XLIFF round-trip, status callbacks, and automated handoff triggers so localization runs without manual file shuffling.
-
JIRA, Git & CI/CD Integration
Connecting your CCMS to engineering workflows — JIRA ticket sync, Git-based content versioning, and CI/CD pipeline triggers. We build and maintain the middleware that keeps content operations synchronized with product development.
Engagement Models
Flexible service models that fit your team size, budget, and operational maturity.
- FOR 20+ WRITERS
Dedicated Admin
A named Extense CCMS administrator embedded in your team — full-time or part-time. They attend your standups, know your content architecture, and respond within your SLA. Ideal for large teams (20+ writers) with complex configurations.
- Named resource, consistent context
- 2-hour response SLA (business hours)
- Monthly reporting & roadmap reviews
- FOR 5–20 WRITERS
Shared Pool
Access to our CCMS engineering team on a monthly retainer with a block of hours. Tickets are triaged by priority and handled by the specialist with the right platform expertise. Ideal for mid-size teams (5–20 writers) with periodic needs.
- Platform-certified specialists
- 4-hour response SLA (business hours)
- Rollover unused hours (up to 20%)
- ONE-TIME · ANNUAL
Project-Based
Fixed-scope engagements for upgrades, migrations, workflow redesigns, or performance overhauls. Defined deliverables, timeline, and budget. Ideal for one-time initiatives or annual maintenance windows.
- Fixed price, defined scope
- Knowledge transfer included
- Post-project support period
Knowledge Transfer & Handoff
We don’t create dependencies. Every engagement includes documentation and training so your internal team grows more capable, not more reliant on us.
-
Admin Runbooks
Step-by-step operational runbooks for every recurring task — user provisioning, schema deployment, backup procedures, and incident response. Your team can execute day-to-day operations independently.
-
CCMS Admin Training
Hands-on training for your designated CCMS administrators — platform-specific configuration, workflow management, publishing pipeline troubleshooting, and performance monitoring. We train to your actual environment, not generic courseware.
-
Gradual Handoff
Our engagement model supports a planned transition from fully managed to self-sufficient. We start with full administration, progressively hand off tasks as your team gains confidence, and step back to advisory-only when you’re ready.
Related Services
Free CCMS Health Check
We'll audit your CCMS configuration — permissions model, indexing strategy, workflow bottlenecks, and orphan content ratio. You'll receive a prioritized remediation plan and the ops cadence we'd recommend. No commitment required.
Submit a sample →