On-Boarding and Off-Boarding Services

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1 On-Boarding and Off-Boarding Services

2 Gandlake On-Boarding and Off-Boarding Services 2 Table of Contents Gandlake On-Boarding and Off-Boarding - Executive Overview 3 Information Assurance 3 Backup/Restore and Disaster Recovery 3 Pricing 3 Service Management Details 3 Service Constraints 3 Service Levels 3 Financial Recompense Model for not Meeting Service Levels 3 Training 3 Ordering and Invoicing Process 3 Data Restoration/Service Migration 4 Customer Responsibilities 4 Technical Requirements 4 Details of Any Trial Service Available 4

3 Gandlake On-Boarding and Off-Boarding Services 3 Gandlake On-Boarding and Off-Boarding - Executive Overview Gandlake provide a range of commoditized online cloud services via the G-Cloud V framework. This range is specifically aimed at Local Authorities and government agencies enabling them to deliver Strategic Channel Shift solutions. These services cover secure single sign on federated authentication, online service accounts e.g. for Revenues, Benefits / CTR and Housing rents, and secure transactions capable of integrating directly with incumbent back-office systems e.g. Electoral registration, garden waste, highways, licensing, libraries, bookings, payments etc. In support of those cloud services Gandlake delivers software to its Customers. The On-Boarding and Off-Boarding of these cloud services and the supporting software differs from Customer to Customer and is specific to each customer s needs. Information Assurance Gandlake are self-assessed to IL2 and have achieved ISO27001 certification of our information security management system. We are also working towards G-Cloud assurance accreditation. Backup/Restore and Disaster Recovery Gandlake back up data provided as part of the On-Boarding service on a daily basis to an off-site secure facility. Recovery of data is 4 hours or less. Pricing The per-day pricing rates for these services are published on our SFIA rate card. Service Management Details These services will be managed by a Gandlake project manager. Service Constraints Service Levels Financial Recompense Model for not Meeting Service Levels Training Training on the particular Gandlake cloud service and supporting software is provided as part of the On-Boarding service. Ordering and Invoicing Process Our On-Boarding and Off-Boarding services are carried out to a Customer agreed Statement of Work. A project plan is produced which contains goals and milestones to help the Customer quickly assess the progress of any On-Boarding or Off-Boarding. The project plan defines timescales and also allocates work and responsibilities to both parties which must be met in order for the project to be a success. The overall process can be summarised as follows: Initial assessment of customer requirements Gandlake provides a Statement of Work describing the On-Boarding or Off-Boarding Services to be provided and the number of Man Days such service will take

4 Gandlake On-Boarding and Off-Boarding Services 4 Customer places order for the On-Boarding or Off-Boarding Services required Gandlake delivers the Project Plan The Customer completes a Configuration Document (where required) On-Boarding or Off-Boarding Services provided Training provided (where applicable) User testing and Acceptance (On-Boarding only) Payment terms are monthly in arrears. Data Restoration/Service Migration Customer Responsibilities Customers must perform all duties marked as Client Duty in the project plan within the time allotted. Customers requiring integration into 3rd party systems must have the appropriate 3rd party system APIs and be able to provide all the information required by Gandlake to enable integration with those APIs. Technical Requirements Details of Any Trial Service Available

5 Gandlake On-Boarding and Off-Boarding Services 5 G-Cloud v Gandlake Limited Gandlake House London Road Newbury Berkshire RG14 1LA Telephone:

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