G-Cloud Software as a Service Service Definition

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1 G-Cloud Software as a Service Service Definition Nexus Visio Pro for Office 365 Reference Number RM1557vii Commercial in Confidence

2 Document Control COPYRIGHT 2015 Nexus Open Systems Ltd. All rights reserved. Any questions regarding this document should be directed to: Name Position Address Chris Goodwill Commercial Officer Nexus Open Systems Ltd,,,, Telephone Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 2 of 13

3 Contents Document Control Company Profile About Nexus Nexus Principal Activities Contact Information Industry Accreditations and Cloud Competencies Microsoft Accreditations Cloud Services Team Office 365 Expertise Skype for Business and Lync Expertise SharePoint Expertise Exchange Expertise Dynamics CRM Expertise Customer References & Case Studies Service Overview Visio Pro for Office Service Details Information Assurance Backup and Disaster Recovery On-boarding/Off-boarding processes Pricing Service Management Details Service Levels Training Ordering and Invoicing Termination Terms Consumer responsibilities Trial Service Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 3 of 13

4 1. Company Profile 1.1 About Nexus Nexus Open Systems deliver IT solutions, cloud services, software, websites and support services to companies and organisations of all sizes that require true technical expertise to meet their goals. Established in 1998, the company has two offices, incorporating a digital media studio and a hi-tech IT Training and Exam Centre, in the heart of South West England. The company has invested heavily both in its personnel and strategic partnerships with industry-leading IT manufacturers and providers. These alliances are bonded by a single focus, to develop the skills within the company around industry-standard technology through company accreditation and individual professional IT certification. Our portfolio of systems and cloud services provides our customers with cost effective and resilient business computing solutions with extended technical support from a single supplier. We provide a source of advice that you can trust. Our business advisors understand your challenges and how effective IT solutions, cloud services and communications can help to address them. Our main aim is to make your business more successful through better productivity, lower costs, greater competitiveness and improved responsiveness and flexibility. Utilising cloud technologies efficiently can sometimes require a broad range of expertise. These solutions may also require the integration of diverse products and collaborative efforts. Nexus Open Systems have a team of experts to develop and deploy a fully personalised solution for even the most complex needs, offering as much or as little help as you require. We design and create fresh, dynamic websites, e-commerce platforms and digital marketing for organisations of all sizes. Combining years of experience in digital media and website development with the very latest cloud technologies, we can help you ensure that your online business strategy and brand is effective and successful on the web or on any device. Our cloud orientated IT training and certification services can also provide huge benefits to your organisation, by equipping individuals with the skills they need to be more confident and productive. Nexus offers a wide range of IT related training courses catering for both end users and technical personnel. Training courses can be delivered at the Nexus IT Training and Exam Centre in or at your premises. Courses are available for most industry-standard software products, however bespoke training courses are also available for specialist software and other hardware and computer network infrastructure products. Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 4 of 13

5 1.2 Nexus Principal Activities PRINCIPAL ACTIVITIES IT Solutions Cloud Services Training & Exams Support & Maintenance Our portfolio of IT solutions, cloud services, training and support provides customers with cost effective and resilient business computing systems from a single leading supplier. Software Development Website Development SharePoint Intranets & Portals Business Automation We design and develop software and websites, intranets and portals, bespoke applications and databases that enable your organisation to work smarter. Handsets & Headsets Webcams & Conferencing Infrastructure & Licensing Services & Support LyncStore is a trading name of Nexus Open Systems Ltd. and we are a UK company specialising in the sale of Microsoft Lync-compatible products. 1.3 Contact Information Company Name: Company Address: Contact: Nexus Open Systems Ltd. Devon EX2 5AZ Phone: Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 5 of 13

6 1.4 Industry Accreditations and Cloud Competencies Nexus has forged strong alliances and earned industry accreditations with a select number of leading IT manufacturers, vendors and providers. We work closely with our strategic partners to ensure that we can install, develop or support the most appropriate and cost-effective technology solution to fit our customers' exact requirements. Some of our key accreditations include: Microsoft Gold Certified Partner Avaya Business Partner Dell Premier Partner Cisco Registered Reseller VMware Enterprise Partner Veeam Gold Pro Partner HP Preferred Partner Citrix Silver Solution Adviser IBM Business Partner AudioCodes Gold Partner Lenovo Business Partner Mitel Gold Partner Pearson VUE Authorised Test Centre Prometric Test Centre Further details of our industry accreditations are available on our website under the Strategic Partners subpage of Why Nexus. 1.5 Microsoft Accreditations For over 15 years Nexus have been consulting on, developing, deploying and supporting cloud solutions built on a wide range of technologies. We have worked with clients of all sizes in all industry sectors including the Public sector and we are a Microsoft Gold Partner with 10 competencies, this places Nexus within the top 1% of Microsoft partners worldwide. Microsoft competencies of particular relevance are Silver Communications which is principally focused around Microsoft Skype for Business and Lync Services; Silver Datacenter which is principally focused around infrastructure services; Silver Collaboration and Content which is principally focused around Microsoft SharePoint Services; Gold Application Development which is principally focused around bespoke software development services and Silver Learning which is focused on the delivery of high quality training services. Our full list of Microsoft competencies are as follows: Gold Application Development Gold Volume Licensing Silver Collaboration and Content Silver Communications Silver Devices and Deployment Silver Datacenter Silver Hosting Silver Learning Silver Midmarket Solution Provider Silver Software Asset Management Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 6 of 13

7 1.6 Cloud Services Team Nexus have a dedicated team of consultants, systems engineers, trainers, software and web developers who perform and provide Office 365, Exchange, Skype for Business, Lync, SharePoint and Dynamics CRM consultancy, design and delivery services to a wide range of clients including those in the public sector, within this team there is over 200 years of combined experience of working with portal, infrastructure, platform, and software services. To maintain the skillset Nexus have a team of 30 system engineers, consultants, trainers, software and web developers and designers who attend accredited training courses on an ongoing basis, as a result we always have an up to date skilled workforce and resource for our clients. Nexus also organise vendor technology training and workshops so that all our engineers remain up to date with the latest products, applications and services as new technologies are announced throughout the year. In addition to this, as part of our partnership with key vendors, each year Nexus have to complete technical exams and sales/pre-sales and assessments in order to retain competencies and accreditations, this ensures that Nexus have the depth of knowledge required to advise, support and service our clients with regard to cloud services. Nexus also organise vendor technology training and workshops so that all our engineers remain up to date with the latest products, applications and services as new technologies are announced throughout the year Office 365 Expertise Nexus have held the Microsoft Cloud Deployment Partner status which is testament to our expertise in the specification, supply, deployment and configuration of Microsoft Office 365 cloud services for clients. Our systems consultants and engineers have skillsets to successfully on board enterprise customers to Office 365. Nexus are currently working towards attaining the three new Microsoft cloud competencies, namely Cloud Productivity, Cloud Platform and Small and Midmarket Cloud Solutions our aim is to have these in place within six months Skype for Business and Lync Expertise Nexus have a close relationship with Microsoft and follow and work with them on their Skype for Business and Lync interoperability program. Having worked with the product since its conception, we have built strong relationships with key vendors involved in the Skype for Business and Lync ecosystem. Our commitment and investment is such in the Microsoft Unified Communications product offering that we created LyncStore a business unit within Nexus whose sole focus is the delivery of products, services and consultancy surrounding the UC solution. Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 7 of 13

8 1.6.3 SharePoint Expertise Our commitment to delivering robust SharePoint solutions to clients is such that Nexus were one of only 8 UK partners from 140 worldwide, selected for the Microsoft Business-Critical SharePoint Partner program in Our consultants completed training tracks for advanced SharePoint scenarios such as Line of Business, ediscovery, Power BI and Enterprise Search enabling development and delivery of Business- Critical SharePoint solutions and accounted for 10% of the exam passes on the program worldwide Exchange Expertise Nexus has helped hundreds of organisations make Microsoft Exchange a cornerstone of their unified communication strategy by delivering business , calendar services and contact management to PCs, mobile devices and web browsers. systems need to have high availability, while reducing complexity and protecting sensitive and confidential information. Our team of qualified engineers can help you implement Microsoft Exchange to meet your particular compliance, operational and business continuity needs. More recently we have helped organisations move their Microsoft Exchange environments to cloud computing or hybrid platforms with an on-premises installation Dynamics CRM Expertise Nexus have a strong and dedicated team of skilled Microsoft licensing consultants, they are able to help guide you through the many options available within the Dynamics CRM portfolio. Holding the Microsoft Software Asset Management and Volume Licensing competencies, you can rest assured that Nexus have the expertise to ensure your Dynamics CRM procurement and deployment goes smoothly. 1.7 Customer References & Case Studies Nexus have a wealth of experience of working within the Public Sector in relation to Office365, Exchange, Skype for Business, Lync and SharePoint, we have a dedicated team for the sector, consisting of specialist sales consultants, systems engineers, trainers, web and software developers. Nexus recognise that the Public Sector has distinct demands and there is a continual drive to reduce costs, improve performance and control management overhead. We can provide customer references on request from leading public sector, professional services, education, non-profit and general industry clients. A selection of our case studies can be found on our website under the Case Studies subpage of Why Nexus. Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 8 of 13

9 2. Service Overview The following section provides an overview of the Software as a Service (SaaS) Cloud offerings which Nexus can provide. In addition to this Nexus provide a range of consultancy and resource based service offerings which can be found under the Specialist Cloud Services within the Digital Marketplace portal. 2.1 Visio Pro for Office 365 Microsoft Visio Pro for Office 365, available as a subscription through Microsoft Office 365, includes the same capabilities as Visio Professional In addition, it allows each user to install Visio on up to five PCs running Windows 10, Windows 8, or Windows 7. It automatically installs the latest updates (both feature and security) for the duration of the subscription. Simplify and communicate complex information with data-linked diagrams that you can create in just a few clicks. Visio makes diagramming simple. Whether you want to quickly capture a flowchart that you brainstormed on a whiteboard, map an IT network, build an organizational chart, document a business process, or draw a floor plan, Visio helps you work visually. Features: Get started with diagramming easily with a set of pre-crafted starter diagrams and contextual tips and tricks Customize and complete diagrams instantly with auto align and position and new effects and themes Leverage an Office-like experience including dark themes, Delve, Tell Me, and High DPI support Create professional diagrams quickly with a large assortment of templates and shapes that meet industry standards, including BPMN 2.0, UML 2.4, IEEE, and Windows Workflow 4.0 Define, enhance, and democratize processes efficiently with standard notations that meet compliance needs, and advance features such as sub-process creation and validation rules Bring diagrams to life with data linking and use icons, colours, and graphics to make the data easier to digest. Introducing one-step Excel data visualization Work on the same diagram at the same time without concern about version control Secure diagrams with Microsoft file protection technologies offering persistent Information Rights Management (IRM) protection of messages and attachments, and diagram files Get Office 365 benefits including installation on multiple PCs per user, roaming application support, and automatically installed security and feature updates Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 9 of 13

10 3. Service Details 3.1 Information Assurance This G Cloud service has been Pan Government Accredited (PGA) to IL2 for Microsoft. 3.2 Backup and Disaster Recovery The Microsoft services outlined in this service definition document provide redundant storage that helps protect against hardware failure. Nexus also have a Business Continuity Plan in place to resurrect the service in a backup data centre. Our Disaster Recovery response is built around a trust in resilience of the Microsoft applications but to mitigate any risk Nexus follow data restore processes. 3.3 On-boarding/Off-boarding processes Nexus work in a very open and honest fashion, we look to build strong relationships with all our clients so that they have confidence and trust in the cloud services and solutions we offer, this is critical for our business. We follow a defined process for on-boarding new clients to ensure that they have the assurance of our help, whilst at the same time remain in control of the cloud services which are often at the core of their business. To this end we look to ensure we meet with all key stakeholders within the business to discuss and understand the needs and demands of their business with regard to cloud services, taking this forward we then work closely together to define the objectives for the client and also the objectives of Nexus in terms of delivery of these objectives. Once we have a clear understanding of the aspirations and objectives of the business, we then look to assign key personnel within Nexus who will work with the client in terms of Account Management, Technical Delivery, Support/Procurement and Finance. In terms of commercial management, day to day account management will be delivered by an IT Consultant, who will report to the Commercial Operations Director; day to day operational management will be delivered by the Service Desk Team Leader and Head of Professional Services who will report to the Technical Directors; together this team will ensure the successful delivery of the cloud services from Nexus. Nexus use documented Project Management Methodology (PMM) based on the Prince2 project framework, this includes clear methods for project control, communication, risk and accountability. Through PMM Nexus work with clients to clearly define, develop and deliver agreed business requirements and outcomes. During the project or service initiation phases, Nexus will provide pre-sales engagement from subject experts with an organisation to clearly understand and capture the precise requirements of the service they require, the outcome of which is a defined Project Initiation Document (PID) and subsequent Project Scope. A virtual team across technical and commercial sections of Nexus will be assigned, the systems Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 10 of 13

11 engineers and consultants selected will be selected on their possession of the most relevant experience and professional qualifications. Through the on-boarding process Nexus will complete a detailed assessment of: Client s strategic vision Organisational culture Current and future objectives Desire business outcomes Potential improvements to existing business processes Project and programme delivery resources Current governance and programmes Through the delivery of cloud projects, training and services, we have learnt that communication is often key to the success of any work. Therefore over a period of time we have learnt that Nexus need to ensure we tailor the reporting and communication of project works to meet with our client s needs. Whether a client requires onsite meetings or regular weekly conference calls, we have learnt to be very flexible in the approach we have to the delivery of our services and solutions. We have also seen that a fixed approach to the delivery of cloud services is often not suitable to certain clients, therefore we ensure that every single cloud service contract is tailored to suit the particular needs of our clients. So rather than have a fixed menu of cloud services we offer bespoke packages which ensure our clients received the exact services they require. Nexus ensure that the approach developed for each client is tailored to meet the exact requirements of that organisation, we ensure that any cloud services delivered fit and form part of the contracting bodies overall service vision. Nexus are willing to tailor the way we deliver cloud services and projects to ensure they meet with the expectations and high standards any public sector organisation would expect of their technical experts. 3.4 Pricing Please see attached Pricing Schedule for further information on costs associated with the Software as a Service (SaaS) offerings outlined in this document. Please also view the SFIA rate card to view costs for resource services associated with these SaaS offerings. 3.5 Service Management Details Service Management from Nexus is delivered utilising a system based on the ITIL Framework and adopting defined standard service levels to meet our client s requirements. Nexus utilise a number of monitoring and reporting methods which include: Network monitoring and alerting Remote IT Facilities Management (FM) Remote IT Administration Service Level reports generated from the Nexus in-house support platform Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 11 of 13

12 Call management through 24/7 Technical Service Desk adopting Service Desk Institute (SDI) best practice Regular client service reviews in-line with agreed service levels Through the adoption of regular client reviews, whether through meetings, conference calls or sharing of information relating to the cloud service being delivered, Nexus are confident that we will deliver quality service offerings. During the delivery of all cloud services, system engineers, consultants and designers who work on our cloud projects are always shadowed virtually by a senior member of Nexus, the quality of work is always reviewed and where necessary signed off before completion or implementation, in this manner we have strict control and governance of the quality of the projects which Nexus deliver. Nexus have themselves a Quality Management System (QMS) in place for the business which allows for continual improvement of the organisation in terms of delivery of work for clients. Change management procedures are employed by our systems engineers when completing work if appropriate and tracking of work and support tickets through our in-house support system is monitored by a dedicated service desk under the control of our Service Desk Team Leader. Upon completion of key stage work for clients, we would look to review the tasks finished with our own stakeholders on the project team, before then consulting with clients to ensure that they are happy with the quality of works completed. If clients have any cause for concern or are not happy with the standard of work at any point in an engagement then they are able to escalate operationally and commercially if required. 3.6 Service Levels The services outlined in this service definition document are provided with 99.9% guaranteed uptime with financially backed service level agreement (SLA) direct from Microsoft. 3.7 Training Nexus are able to provide standard and bespoke training for clients in relation to the services outlined in this document. These training services are outlined within Nexus G-Cloud Training Services listed within G- Cloud Specialist Cloud Services (SCS). 3.8 Ordering and Invoicing Nexus are an experienced framework contractor, we recognise that orders placed through the G-Cloud framework would involve a detailed discussion of requirements, drawing up of an agreement, completion of a full quotation and Call Off contract, followed by the submission of a Purchase Order (PO). Nexus would then look to set a mutually acceptable start date for the commencement of work. 3.9 Termination Terms Where there are no software licensing agreements for the resource based services which Nexus are delivering, there are no additional termination terms, which would be in accordance with the framework agreement and Call Off contract. Where software licensing agreements are required for service delivery, then the terms on such an agreement would apply, in conjunction with the framework agreement. Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 12 of 13

13 3.10 Consumer responsibilities Nexus expect our clients to be responsible for providing all agreed information and data to enable Nexus to meets its obligations in terms of the delivery of any cloud service, consultancy or training service. Nexus would expect adequate and reasonable access to the key members of staff at a client site, so Nexus can discharge its obligations. The client should provide staff with appropriate qualifications to meet roles defined under any service agreement and responsibilities would include: Management and control of access and responsibilities of end users Control and monitoring of sensitive Any other dependencies would be discussed with our client before commencement of any contract or service under the framework agreement Trial Service Nexus are able to provide free of charge trials for some of the services outlined in this service definition, these would form part of a proof of concept and design phases of any service and/or project. Nexus Open Systems Ltd. is registered in England & Wales at,,, Page: 13 of 13

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