Informed Solutions InformedINSIGHT Big Data G-Cloud5 Service Definition

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1 Informed Solutions InformedINSIGHT Big Data V1.0.0 **PROTECT COMMERCIAL** London 11 Old Queen Street, Westminster, London, SW1H 9JA, UK Tel: +44(0) Fax: +44(0) Manchester The Old Bank, Old Market Place, Altrincham, Cheshire, WA14 4PA, UK Tel: +44 (0) Fax: +44(0) Informed Solutions. All rights reserved. This document includes information which is the intellectual property of Informed Solutions, including details on our methodologies and other specialist know how. The recipient must protect our intellectual property on a no less rigorous basis as they would protect their own. Information is provided on a commercial in confidence basis.

2 Service Overview (Functional, Non Functional) InformedINSIGHT offers you a complete solution to the challenges of Big Data integration, management, quality assurance and analysis, providing a definitive picture to inform your strategic decision making. Handling the velocity, variety and volume associated with big data, it combines the best in web based workflow, data analytics and GIS technology to improve how organisations manage, understand and use Big Data on a day-to-day basis. InformedINSIGHT solves your enterprise wide data management and analysis requirements, providing a complete and coherent understanding of your organisation s data and corporate knowledge, regardless of how complex and disparate its sources may be. It will support and empower strategic decision making by unlocking and demystifying underlying data from the multiple systems or silos in use. InformedINSIGHT is a market leader because it is proven in some of the world s most complex and demanding environments. With intuitive data capture, analysis and visualisation tools and open data standards that integrate with other best-of-breed platforms, InformedINSIGHT is the market leading platform for Big Data integration, management, quality assurance and analysis. Clients include Central Government, Energy, Environmental, Health, Local Government, Nuclear, Oil and Gas, Planning and Land Management (including land quality), Property Asset Management, Transportation and Financial Services. Service specific features Key features of InformedINSIGHT include: Data and systems integration via open standards (MS SQL Server, Oracle and ArcGIS etc). Data analytics, querying and reporting (e.g. predictive, statistical and interpretive analysis). Geospatial analysis, including web mapping, hot spots, clusters, patterns and trends. Data discovery. Data capture. Data quality assurance and management (e.g. peer review and metadata tagging). Information Assurance This service is available at IL0, IL1, IL2and IL3 levels. Back-up, Restore and Disaster Recovery Details Informed Solutions provides full back-up, restore and disaster recovery facilities. Our default service levels are: Back-up: Daily. Restore: within 48 hours Disaster Recovery: within 48 hours We can also provide higher service levels for more enterprise critical applications by agreement. ** PROTECT - COMMERCIAL ** Page 2 of 5

3 On-boarding and Off-boarding process/scope On-boarding and off-boarding services are designed to meet your specific needs, with the roles and responsibilities of each party agreed on a per engagement basis. Pricing The pricing model is resource based (please refer to the SFIA definitions and rate card for resource pricing). Please also see our separate pricing document for these services, which is available on the G-Cloud Store. Service Management Details Informed Solutions provide a cost-effective Service Management framework that delivers continuous improvement of business critical solutions using proven services, methodologies and tools. The overall Service Architecture consists of standard and bespoke services that meet dynamic business needs and delivers, supports and maintains services through the use of specialist resources and skills. The standard Core Services frameworks are shown below: Service Desk Incident Management Problem Management Configuration Management Service Change Management Release and Deployment Management Service Performance Management Continual Service Improvement Additional bespoke and specialist services can be procured in the following frameworks: Operational Assurance Services (e.g. Capacity Management) Business Assurance Services (e.g. Financial Reporting and Management) Value Add Services (e.g. Training and Skills Reinforcement) Transition and Gateway Services (e.g. Cloud Feasibility Assessment, Cloud Migration) The Informed Solutions Service Management framework will be included with the Knowledge Management Services. Service Constraints None. Service Levels Informed Solutions provide the following standard SLAs. These can be tailored in line with specific requirements: Level 1 Emergency, where the system, or a significant portion of the system, is totally inoperative; use of the system is severely impacted; or where unrecoverable data loss or data corruption has occurred; ** PROTECT - COMMERCIAL ** Page 3 of 5

4 Level 2 Serious, where the system is useable, but is functionally degraded or restricted. The potential impact on the client s business may be significant, restricting normal use by some of the client s staff; Level 3 Inconvenient/Minor where the system is useable but one or more functions may not operate as expected, resulting in minimal impact on the client s business. Financial Recompense Model Financial recompense models may be offered with the service, depending on the client s requirements. We are willing to discuss recompense models on client enquiry. Training We offer end to end user and administrator training for this service, delivered either on-line, or as skills transfer support to service administration staff. Full details of our training for this service are available to prospective clients on request. Ordering and Invoice Process This service can be ordered through the G-Cloud Catalogue following the Government Procurement Service Ordering Procedures and we accept payment for the service via all common payment mechanisms. We are very willing to discuss any potential use of the service, and if you would like to discuss using the service, or any further information, then please contact Paul Collins on or Termination Terms Please refer to the relevant Terms and Conditions found in Informed Solutions Cloud Services Agreement. Data Restoration and Service Migration We can provide support with data restoration and service migration under these services (refer to the Service Overview and On-Boarding sections above). Consumer Responsibilities Our aim is to provide you with a stable and robust service which fully meets your organisational requirements. We will look to work closely and collaboratively with your internal teams to ensure that these aims are achieved. Your responsibilities are more fully explained in our Terms and Conditions, but by way of illustration include the following: You must be honest and genuine in any representation you make to us regarding your intended use of the service (for example your intended number of users and expectations of data volumes), and in providing us with any information for which we may reasonably ask you in order to monitor your use of the service. We will rely on these representations in agreeing the price for the service. You must also tell us if your use of the service changes significantly for any reason, and where you are aware that this change may be outside the parameters you have agreed with us for use of the service. You must pay for your on-going use of the service, and use the service at all times in keeping with the service terms and conditions agreed between us. Where we inform you that you are in ** PROTECT - COMMERCIAL ** Page 4 of 5

5 breach of any of your obligations, you must remedy this breach as soon as possible, and you must not use the service for any unlawful or criminal purposes. You must assist us to configure the service for you; by helping us understand and meet your requirements and providing us with any data that you wish to be loaded in the service as part of on-boarding activities. You must also assist us with any acceptance testing activities that we may reasonably ask you to undertake, in order to show that the service is ready for use by you and meets your stated requirements. If you report an issue with the service to us, then we expect you to help us understand the issue and reproduce it, so that we can investigate it and where appropriate resolve it. We may also ask you to help us test any resolution, so that we are both satisfied that the issue has been resolved. Other client responsibilities will be agreed on a case by case basis. Technical Requirements Technical requirements will be specific to each client and we would be pleased to discuss this further. Trial Service Details If you would like to discuss any aspect of our InformedINSIGHT Services with us, including trialling then please contact ** PROTECT - COMMERCIAL ** Page 5 of 5

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