Software as a Service (SaaS) Online HR

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1 Software as a Service (SaaS) Online HR

2 Contents Service Definition... 3 An overview of the G-Cloud Service... 3 Key Service Attributes... 4 Information assurance... 4 Details of the level of backup/restore and disaster recovery that will be provided... 4 On-boarding and Off-boarding processes/scope... 4 Pricing (including unit prices, volume discounts (if any), data extraction etc.)... 5 Service management details... 5 Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features)... 5 Service Levels (e.g. performance, availability, support hours and severity definitions)... 6 Financial recompense model for not meeting service levels... 6 Training... 7 Ordering and invoicing process... 7 Termination terms... 7 By consumers (i.e. consumption)... 7 By the Supplier (removal of the G-Cloud Service)... 7 Data restoration / service migration... 7 Consumer responsibilities... 7 Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements and bandwidth)... 8 Details of any trial service available Data Extraction

3 Service Definition This is the minimum set of information that is expected in a service definition (suppliers may choose not to provide these aspects of a service, but do need to be clear in their service definition that they don t). An overview of the G-Cloud Service (functional, non functional) Online HR allows Customers to cut the time it normally takes to scope for outsourced HR services by up to 50% and fast track up to 15% cost savings and efficiency gains. Combining sophisticated technology and trustworthy IPP qualified staff to deliver efficiency and automation, best practice compliant with HR legislation and total security and continuity for your HR systems and data. Benefits: Typically save up to 15% on HR costs Optimise the benefits of outsourcing by reducing scoping and implementation time by up to 50% Improve HR productivity Release valuable resources to focus on your key business matters Exploit opportunities to tap into hosted shared services, improving resource efficiency and cutting environmental impact. To find out more about this service please visit 3

4 Key Service Attributes Service Name Service Layer Cloud Deployment Model Networks to which the service is connected (directly)? 'API' access available, documented and supported? Services available to other suppliers so they can use them to provide services to government? Data centre tier? Minimum Contract/Billing Period? Free option? Trial Option? Online HR SaaS Public Internet, VPN or Point to Point Yes No Tier 3 Month No No Information assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Online HR service is accredited to ISO and operates within a UK based ISO 9001 accredited organisation. Details of the level of backup/restore and disaster recovery that will be provided The Online HR service includes the provision of a warm site disaster recovery (DR) service for the system, using Oracle s Data Guard system. The Customer is responsible for the provision of the communications equipment required to connect to the Online HR disaster recovery site. On-boarding and Off-boarding processes/scope The Customer will be responsible for the provision of accurate electronic input from their legacy systems for the initial data take on process. The Customer will also be required to provide original source documentation for all active employees. The Online HR service will manage all changes relating to new starters, static changes and leavers when supplied by the Customer, via a paper or electronic format. The Online HR service 4

5 will manage all employee legislation related data to ensure compliance with the Law. The service includes daily out of hours back-up of HR data files. Appropriate and compatible data will be supplied to the Customer as part of a defined off boarding process agreed at the time of Contract signature. Administration of users is quite simple and is delegated to a Customer contact. Administrative help is included. Data importing or exporting is not included in the service but if agreed in advance, a complete on-boarding and exiting package can be included. Pricing (including unit prices, volume discounts (if any), data extraction etc.) Online HR services start from 3.50 per employee record per month Service management details The Online HR Service Manager is responsible for service level management. The aim of service level management is to maintain and improve the Services as defined within the Service Level Agreement. This is achieved via a cycle of monitoring, reporting and reviewing service achievement and, through instigating agreed actions, to maintain and improve levels of service. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features) The Online HR service is available on a 99.5% basis between the hours of Sunday 21:00 Friday 24:00 Availability of the Service will only be withdrawn if an operational need arises. Where the need arises, the Online HR Service Manager will contact the Customer to notify the day and time on which the outage will take place. The Customer is responsible for management of concurrent manager jobs, including determination of schedules, creation of custom jobs in the scheduler, and troubleshooting of issues related to their own business process. 5

6 Service Levels (e.g. performance, availability, support hours and severity definitions) The Online HR service is available on a 99.5% basis between the hours of Sunday 21:00 Friday 24:00 A dedicated support desk is available to Customers from 21:00 GMT Sunday to 24:00 GMT Friday for Priority one calls and during the hours of 8 am to 6 pm Monday to Friday for all other calls. Reasonable endeavours will be used to provide technical support for Priority One calls during English Public and Bank Holidays. Support calls are categorised as follows: High Severity Priority 1 A Major system failure, Incident impacts on whole service. Expected Resolution for application availability issues within 4 hours. Progress updates to the Customer every 1 hour or by agreement between the parties on a case-by-case basis. Medium standard Priority 2 A failure of part of the system used to carry out some of the users duties. Expected Resolution for application availability issues within 8 hours. Progress updates to the Customer every 3 hours or by agreement between the parties on a case-by-case basis. Low Severity Priority 3 An inconvenience or a nuisance but minimal affect to job efficiency. Expected Resolution for application availability issues within 2 working days. Progress updates to the Customer by agreement on a case-by-case basis. Financial recompense model for not meeting service levels The Online HR service will reduce its charges for the Service by the percentages defined against each Service Credit Classification in the Service Level Agreement. Failure to achieve Expected Service Level equates to a reduction between 1.5% - 5% of monthly charge for that applicable service lines depending on Service Credit Classification agreed in advance. Service Level Credits and service termination based on breached service levels will not be applicable during the initial period. Service Level Credits are only applicable to issues relating to the availability of the application. The initial period is defined as three calendar months from the date of formal confirmation of go live. 6

7 Training Comprehensive training forms part of the provided solution to ensure Customers realise immediate benefits. Custom training can also be provided at additional cost. Ordering and invoicing process The process for a customer to subscribe to the Online HR service is by executing an Order Form. The Order Form defines the specific online service to be provided e.g. the number of users, minimum subscription period, payment schedule, and other parameters specific to the actual service to be provided. Termination terms By consumers (i.e. consumption) The Contract defines specific scenarios in which the agreement may be terminated earlier than the agreed period. Through mutual agreement, increasing or decreasing the number of users during the Contract term is possible. At the end of the Term, the agreement is automatically renewed for the same period as the initial period, unless either party has provided the other with 90 days written notice to the contrary. By the Supplier (removal of the G-Cloud Service) The Contract defines specific scenarios in which the agreement may be terminated earlier than the agreed period. Through mutual agreement, increasing or decreasing the number of users during the Contract term is possible. At the end of the Term, the agreement is automatically renewed for the same period as the initial period, unless either party has provided the other with 90 days written notice to the contrary. Data restoration / service migration Customer requirements for migrating data vary dramatically. However, based on the format and volume of content and database sizing required for migration fixed costs can be promptly provided and where required agreed in advance. Consumer responsibilities Customer responsibilities are defined in the Order Form and the associated Service Level Agreement. 7

8 Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements and bandwidth) All aspects of hosting and application management are managed on behalf of the Customer by the Online HR service. The Customer is responsible for the provision of the communications equipment required to connect to the Online HR service. The service is low bandwidth and is connected via a VPN over Internet or Point to Point. First line support for Customer support staff through an in-house service centre based in Romania. The key components of the Managed Payroll service is summarised below: Transition The Customer will be provide with services and support to enable the Customer to configure and implement the new Managed Payroll service and Hosting The service is supported by Infrastructure in two Birmingham Data Centres. The service is continually monitored and managed by Service Desk support staff to resolve technical issues and manage requests. A Service Delivery Manager will be appointed to manage the ongoing service for the Customer. Database Administration A comprehensive and proactive service is provided to ensure the application is operating efficiently. Where required, application software fixes and patches will be implemented. Hardware Maintenance All infrastructure is backed by comprehensive support contracts to ensure high availability to the Customer. Details of any trial service available. A trial service is not available but the service can be demonstrated to Customers. 8

9 Data Extraction Suppliers will provide a simple and quick exit process to enable consumers to move to a different supplier for each of their G-Cloud Services and/or retrieve their data. Suppliers will commit to providing details of this, clearly and unambiguously in the Service Definition for each service. This will include, but not be limited to: The data standards that will be in use (within the service). A commitment to returning all consumer generated data (e.g. content, metadata, structure, configuration etc.) and a list of the data that will be available for extraction. Where there is a risk of confusion, data that will not be available for later extraction will also be published. The data held within the Online HR service is in a proprietary format. Any data to be returned to the Customer will be via a data export utility in an industry standard format which is compatible with the Customer requirements. The formats/standards into which data will be able to be extracted and preferably a list other common services/technologies to which an export/import mechanism is available. A price for the extraction of consumer generated data (or the migration to another service provider s service). Confirmation that the Supplier will purge and destroy (as defined in security accreditation for different ILs) consumer data from any computers, storage devices and storage media that are to be retained by the Supplier after the end of the subscription period and the subsequent extraction of consumer data (if requested by the consumer). Import and Export of compatible data files shall be via an appropriate network to appropriate storage sub-system or via DVD media. Data Extraction shall be charged dependent upon amount of data and media to be extracted to. All data at rest contained within the Online HR service shall be purged or destroyed with standard service, volume, LUN deprecation procedures. All data leaving the platform shall be purged or destroyed using CESG approved techniques. Where a physical drive from a drive set fails then that drive shall be destroyed in accordance with CESG procedures. 9

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