GPS G-Cloud Lot 4: Oracle Business Intelligence Cloud Consultancy Service Definition

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1 GPS G-Cloud Lot 4:

2 Contents 1 Introduction Service Cloud Consultancy Overview Information assurance Backup/Restore and Disaster Recovery On-boarding and Off-boarding Pricing Service Management Service constraints Service Levels Financial Recompense Model Training Ordering and Invoicing Process Termination Terms Data Restoration / Service Migration Consumer Responsibilities Technical Requirements Trial Service Why We Are Different Our Public Sector Experience... 9 Page 2 of 9

3 1 Introduction Boxfusion Consulting is a UK consultancy specialising in the provision of development, implementation and support services focussing on Oracle s key CRM and Business Intelligence products, in the Cloud and On Premise. Our consultants have a deep functional and technical knowledge of applications and are skilled in identifying how they can best be tailored to meet the needs of your business. This, along with our First Time Right methodology and the fact that we genuinely care about the success of our customers projects, means that your applications are safe in our hands. As an Oracle Gold Partner with access to the latest roadmap information for Oracle Business Intelligence, we are also able to help you to take informed strategic decisions and get the most from your investment. The will provide you with a full suite of architecture, design, business analysis, configuration and integration skills to support your cloud hosted applications. Please read the full Service to learn more. Page 3 of 9

4 2 Service 2.1 Cloud Consultancy Overview Boxfusion Consulting are a UK consultancy offering a comprehensive range of services to cover the implementation, support and enhancement of customers applications. We work closely with customers who have procured an IaaS Oracle Business Intelligence service (either from within the G-Cloud framework or outside) hosting their Oracle Business Intelligence applications in the public or private cloud, to provide the necessary skills to implement, maintain and enhance their applications. This overview outlines the various aspects of our consultancy services portfolio, which can be tailored and put together to meet the customer s specific needs and requirements, or where taken together can cover the full spectrum of the development lifecycle Technical and Solutions Architecture Boxfusion Consulting offers customers a technical consultancy service to provide architectural advice and direction to your business. Utilising the in-depth knowledge and expertise of our most experienced consultants, we help customers in the following areas: Technical architecture advice; provision of advice on a customer s technical architecture, to make best use of their investment within the context of the wider Enterprise. Functional guidance for a customer s solution; our experts will work with your business and IT personal to advise how Oracle and modules and best practices can map to your strategy and functional requirements. Complementary BI solutions advice; our consultants can help to advise customers on other products available within the Oracle BI stable Design and Implementation As customers businesses continue to grow and evolve, fully leveraging the available functionality of their applications is often key to supporting the business. Our design and implementation service encompasses all high level and detailed technical design tasks, as well as the implementation of solutions to customers business needs. Working with Business and/or Systems Analysts, either from our customer or provided by us (see our Business/Systems Analysis service detail below), we deliver design and implementation services that include, but are not limited to, the following core tasks: Creation of ETL (Extract Transform Load) processes to move your data from the transactional database to the analytical database Configuration of the repository Page 4 of 9

5 Build and deployment of reports/dashboards. Build and deployment of BI Publisher reports Management of the scheduling and delivery of reports Business Analysis/Systems Analysis Our in depth knowledge of the product suite and its capabilities, coupled with experience working with various Government organisations and agencies, enables our consultants to work with your business to define requirements and identify the most appropriate solutions to your challenges and needs. We strongly believe that definition of the most appropriate and scalable solutions require a combined understanding of your business, the right communication and analytical skills to drill into the unique challenges your business faces, as well as a thorough understanding of the product suite and best practices. Our consultants use all of these attributes to provide definition of detailed system requirements to the wider project Integration Services Boxfusion Consulting can work with customers to assist with integration of Oracle Business Intelligence dashboards and reports (including BI Publisher reports) with the rest of their Enterprise architecture. This may also include deployment of mobile Oracle Business Intelligence solutions. The specific needs of the customer with regard to integrating reporting into the rest of the Enterprise will drive the detail of the service ultimately provided and this will be discussed with each customer as appropriate Support Services We offer consultancy expertise, specifically to support an existing Live Oracle Business Intelligence application and this can be provided separately to any on-going development of the application. This service can be tailored to the customer s needs but is likely to include the following items: Bug fix; Problem investigation; Root cause analysis; Escalations to Oracle; and Application of upgrades and patches 2.2 Information assurance This is not applicable to the. Page 5 of 9

6 2.3 Backup/Restore and Disaster Recovery This is not applicable to the. 2.4 On-boarding and Off-boarding As part of our cloud consultancy service offering, we can provide transition services to customers where applicable. Within the scope of the, our on-boarding services represent the transitioning of knowledge from an incumbent technology partner or consultancy provider, to the Boxfusion Consulting team. Boxfusion Consulting also support the Off-boarding process, which in the context of the Oracle Business Intelligence, represents full support of the transition of knowledge and processes to the new provider of the services to the Customer. 2.5 Pricing The table below shows the Boxfusion Consulting rate card for resources required on a Time & Materials basis: Role Boxfusion Consulting Rate Card Rate (excl. VAT) Consultant L Consultant L Senior Consultant L Senior Consultant L Principal Consultant Senior Principal Consultant Director/Partner Boxfusion Consulting can potentially offer discounting on these rates, depending on the nature of the customer s project. These rates are based upon an eight hour day. 2.6 Service Management Under normal circumstances, our consultancy services are purchased from the rate card with the service delivered being managed by the customer. It would remain the responsibility of the customer to ensure the allocated resources are managed effectively. However, Boxfusion Consulting can provide a dedicated Service Manager, acting as the customer s primary point of contact during the engagement, where the customer project is of sufficient size and the customer desires such an arrangement. This would be agreed and defined with the customer at the outset. Page 6 of 9

7 2.7 Service constraints This is not applicable to the. 2.8 Service Levels For elements of the service portfolio other than our Support component, service levels do not apply. For the support component, our standard cover is from 08:30 to 18:00, Monday to Friday. However, we are able to provide extended coverage to support high availability applications where customers require it, up to a 24/7 support coverage. We feel these service levels are best tailored to individual customers needs and would be very pleased to discuss any such requirements with customers interested in this type of service level arrangement. 2.9 Financial Recompense Model Where appropriate, Service Levels and outcomes will be agreed with the customer. Under such circumstances, we would be happy to discuss Financial Recompense Models Training Boxfusion Consulting can offer customers bespoke training across many aspects of Oracle s Business Intelligence suite. This training could be either technical or functional in nature and can be provided either at our offices or on the customer s site. We would be very pleased to discuss your specific needs in order to tailor training content to your needs Ordering and Invoicing Process Customer enquiries are welcomed by or telephone, where one of our senior Delivery Team members will liaise with the customer to understand fully the appropriate resource requirements to deliver the services they need. Once the scope of work and resource requirements have been established, we will document the details in an Ordering Document which will be sent to the customer for their agreement and signature. This document will define the services and key activities to be performed and the agreed resource levels and rates required to carry out the services. Please contact us at either or (01372) With regard to invoicing, the customer will be invoiced monthly with 30 days net payment terms Termination Terms Termination Terms are contained within our Terms of Business. 2.13Data Restoration / Service Migration This is not applicable to the. Page 7 of 9

8 2.14 Consumer Responsibilities Where the customer has purchased resource on a daily basis they will remain responsible for managing the resource and ensuring that their objectives are understood and completed. For larger self-contained pieces of project work, where the customer would like to investigate Boxfusion Consulting providing a service management resource, this will be discussed and defined with the customer to ensure the correct structure is put in place Technical Requirements There are a number of typical technical requirements that the customer (and/or their partner responsible for the hosted infrastructure) would need to put in place for Boxfusion Consulting to provide their consulting services. These will include provision of appropriate levels of network access to the application environment/infrastructure, appropriate administrator rights on the machines to be used by our consultants to access the environment, as well as Developer Tools licenses paid for by the client Trial Service Specific services and work provided by our consultants may be eligible for a trial service. This would be best discussed with the customer when further details of the work become available. Page 8 of 9

9 3 Why We Are Different Our focus is on ensuring the success of your project, which we achieve through minimising your delivery risk and maximising the quality of the end-solution. We make this happen through: An Unparalleled Depth and Breadth of Expertise Our consultants each focus on one software application only, meaning that our Oracle Business Intelligence Consultants really are true experts in delivering projects. Through our partnership with Oracle, we ensure our skillsets remain up to date with the latest releases of applications and related products, ensuring that you can take advantage of the latest Oracle BI innovations. Our First Time Right Approach We have processes and tools in place to ensure we drive out requirements issues and defects as early in the process as possible, ensuring the cost of rework - which can make up 40% of any IT project's costs - is minimised. Additionally, our consultants have business brains as well as technical expertise, which means we'll truly understand your business and ensure the technical solution fully supports your needs. A Genuine Care for Your Project Success Previous customers have told us that they felt we genuinely cared about the success of their projects which recognises the way we go about our work. Our consultants are team players, meaning your in-house resources will be guided and supported by our consultants and knowledge effectively transferred enabling your people to better support your systems 4 Our Public Sector Experience projects within the Public Sector environment are subject to a unique set of challenges, including: 1. Security requirements that are often far more stringent than those found on most Oracle Business Intelligence projects 2. Potential FOI access requests 3. Sharing of information across different government bodies We have strong experience with developing for Public Sector, most recently on behalf of a government regulatory body, which has given us the knowledge and skills to address the challenges above. Page 9 of 9

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