Ubertas Cloud Services: Service Definition

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1 Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust.

2 Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud Alliance Our Services... 3 Service Catalogue... 3 Service Types... 4 Service Framework... 4 Service Level Agreement Service Delivery... 7 uservice Methodology... 7 Service Transition... 8 Processes... 8 Customer Responsibilities... 9 Locations Service Infrastructure People Why We re Different...13 Our Values & Delivery Ethos Service Promise Pricing...15 Ubertas G-Cloud III Framework Only Pricing Free Trial Ordering Ubertas Services Appendix A Reference to Glossary Section Commercial in Confidence

3 1. About Ubertas Our Company Ubertas is an agile IT organisation delivering high quality services and solutions to organisations throughout the UK. Ubertas is headquartered in Manchester and has a dedicated service desk function, the Ubertas Client Services Centre, in Edinburgh. Ubertas was founded in 2007 with the objective of delivering IT services that reflect the agility and value offered by a small business without compromising a structured, quality driven approach typically offered by mature, large scale service providers. Our Approach to Service Delivery Our track record is of delivering services and solutions that exceed our customers expectations with an approach that fosters long term partnerships. Our customers are diverse in both sector and location and include the Chartered Institute of Personnel Development, BT, Lancashire Constabulary, EDF Energy, The Environment Agency, Devon County Council and numerous others across the UK. We are proud to continue to work with many of our customers in long term partnership. Our approach to IT support is threefold. Firstly we believe in offering the best IT support services as standard and don t offer tiered levels of service on the basis that we don t deliver different degrees of quality of service. Secondly we make understanding your business central to our service and believe this is essential in delivering value. Finally we understand that your business is different than others and provide flexibility to ensure that all of your unique requirements are addressed. Our Partner Network & the UK Cloud Alliance Partnership is central to everything we do, both customers and our delivery partners. In this respect Ubertas is a founding member of the UK Cloud Alliance (www.ukcloudalliance.co.uk), a network of complementing, cloud-focused organisations. Ubertas works at strategic and implementation levels to ensure that a customer s migration to the cloud and subsequent support of the remaining on-site infrastructure and hosted applications is completed with minimal disruption to service. Ubertas sees this as a growing market with significant opportunity to leverage our capabilities and experience to deliver customers cloud strategies. 2 Commercial in Confidence

4 2. Our Services Ubertas provides a range of IT related services to assist organisations in the deployment, change and support of components within our customers IT infrastructure. Where our customers are following a cloud based strategy, Ubertas is typically involved in the following aspects: Pre-Cloud IT Application Migration to Cloud Infrastructure Deployment/Rationalisation of On-Site Desktop Infrastructure Application for All On-Site and Service Based Applications of Remaining On-Site Infrastructure and Technologies Service Catalogue The Ubertas Service Catalogue is a comprehensive portfolio of the IT services delivered by Ubertas. Desktop Services Deployment and support of an organisations desktop estate including all desktop hardware and the desktop client. Infrastructure Services for an organisations IT infrastructure, such as networks, domain and servers. Application Services for an organisations standard and mission critical applications including inhouse or vendor developed customised applications Database Services for an organisations databases including optimization, recovery and migration The Services defined in our Service Catalogue are shown below at a summary level: Application Services Desktop Services Infrastructure Services Database Services PC & Laptop Security & Access Control Database Recovery COTS Applications Printer & MFD Suport Domain Administration Database Optimization Customised Application IT Accessories Wide Area Network Database Migration Remote Working Local Area Network Database Upgrade Mobile Device Web Services Video Conferencing 3 Commercial in Confidence

5 Service Types Ubertas primarily provides services aligned to IT for our customers which focus on Service Management and Incident and Problem Resolution. In delivering IT support we operate at three levels of service management. Service Desk 2 nd Level 3 rd level support First point of contact: Register Incidents & Service requests Perform basic troubleshooting based on existing documentation Escalate Incidents and Changes to 2 nd and 3 rd level support > High Volumes, Rapid Response Incident Resolution: Perform troubleshooting in areas not covered by existing documentation Handle Incidents that requires on-site presence Replace defective hardware Re-install defective software Restart or reset hardware and software Escalate Incidents to and liaise with 3 rd level support > Medium Volumes, Quick Resolution Complex Incidents: Replace defective hardware that requires specialist knowledge to replace Investigate faults in hardware and software that are the responsibility of the supplier. Investigate errors in application code that requires specialist application or database knowledge > Low Volumes, Investigation and Response Alongside our IT support capability Ubertas also delivers the following services to our customers: Service Management guidance and configuration Technical Audits and Advisory Services Technology Architecture Migration and Cloud Transition Project Management and Technical Implementation of System Change Deployment, Relocation and IT Asset Management. Service Framework Ubertas services are delivered in accordance with a service framework that is based on high availability and accessibility to ensuring all incidents and requests for service are resolved effectively within short timeframes. The Ubertas Service Framework is a premium offering that forms part of the Ubertas Service Level Agreement. The framework incorporates availability and service targets. We believe in offering the best IT support services as standard and don t offer tiered levels of service on the basis that we don t deliver different degrees of quality of service. 4 Commercial in Confidence

6 Incident Priority Type Definition P1 P2 P3 P4 Target Time from when the call has been assigned 15 Mins 30 Mins 2 Hours 2 Hours Response: to a member of the Ubertas support team Target Time from when the call is registered until 2 Hours 4 Hours 12 Hours 5 days Rectification: Ubertas has resolved incident On Site Response: Time from an on-site request being made until Ubertas has resolved incident 2 hours 4 hours 1 Day 5 Days Availability: , Weekdays (Including Public Holidays) We understand that customers may require additional flexibility in the availability of our services and can be flexible to accommodate those requirements. The priority of an Incident, which governs the expected response, will be assigned at the time that the Incident is logged in co-operation with the user. The definition of the Incident priority will be governed by an assessment of the urgency of the issue and the impact that it has on the service as follows: Impact/Urgency High Impact Medium Impact Low Impact High Urgency Priority 1 Priority 1 Priority 2 Medium Urgency Priority 1 Priority 2 Priority 3 Low Urgency Priority 2 Priority 3 Priority 4 The definition of Impact and Urgency are below: Measure High Impact Medium Impact Description A system is not available. A site cannot access the Local Area Network. There is a potential for data loss and/or; Multiple core service requirements cannot be met and; No workaround is available. Public relations, financial or legal consequences possible for the Client A major error or fault within a system; Making a number of components of the system unavailable or; Resulting in areas of a site being unable to access the Local Area Network. 50% or more users are affected ; and A critical service requirement cannot be met; or A non-critical service requirement cannot be met at a critical time (in the Client`s reasonable opinion); and A workaround may or may not be available. 5 Commercial in Confidence

7 Measure Low Impact High Urgency Medium Urgency Low Urgency Description A minor error or fault within a system; Making a single component of the system unavailable or; Where individual desktops or printers are unable to access the network or; A hardware fault with desktop equipment (includes PC mouse, telephones). Less than 50% of users affected; and Critical service requirements can still be met; and A workaround is available. Consequences of incident will take effect within 0-4 hours Consequences of incident will take effect within 4-24 hours Consequences of incident will take effect within days or weeks Service Level Agreement The Ubertas Service Level Agreement combines each customer s requirement with our Service Catalogue and Service Framework to detail the specific scope of the service Service Catalogue Ubertas Services Service Level Agreement Customer Requirements Service Definitions Service Framework Governance Model 6 Commercial in Confidence

8 3. Service Delivery uservice Methodology uservice is the Ubertas service methodology that combines industry best practice with our hands-on experience of providing IT services to organisations. Our methodology encapsulates the essential Ubertas process, systems and tools to be applied during each stage of the service lifecycle. Through adopting a standard approach, Ubertas is able to guarantee the high quality delivery of services that is core to our customer partnership. We firmly believe that successful service delivery relies on a long term, strategic approach where quality and consistency combines. The four phases of the methodology acknowledges the steps required to transition a service and subsequently focus on continuous service improvement throughout the various stages of any engagement. Transition: Our approach ensuring that business as normal is maintained throughout your transition to Ubertas whether moving from in-house or supplier provided services. Deliver: Based on a stabilised service, Ubertas operates the expected Incident, Problem and Change Management to a high standard based on strong governance, customer centric processes and technology understanding. Improve: Utilising the information gained from delivering the service to implement service improvement projects aimed at Incident Reduction, Problem Management, Quality of Service and Technology development. Elevate: Long term investment in our relationship enables our customers to leverage our technology and IT service management knowledge strategically for their business. 7 Commercial in Confidence

9 Service Transition The transition from the internal IT or legacy service provider to Ubertas is crucial to both the future service provided and the long- term relationship with our customers. The objectives of the Service Transition are as follows: To enable Ubertas to ascertain all site and client specific knowledge in order that service delivery can commence. Establishment of all service infrastructure to enable the delivery of the service such as on-site access, secure remote access and service desk access procedures The creation of a baseline for the service defined by key performance indicators such as volumes of outstanding Incidents, Problems and Changes, SLA adherence, average response times and other measures which can be used to define service performance. The validation of all Service Documentation including the Service Level Agreement, procedures and existing knowledgebase. Service migration to Service Delivery. During the service transition phase Ubertas will be on-site to achieve the above and also to develop a working relationship with our customer. Ubertas consultants on-site during the transition phase of the service will be utilised both in the delivery of the service thereafter and in the transfer of knowledge into Ubertas for ongoing service provision. The main outputs from the transition phase are: Agreed Service Level Agreement Agreed Call Management Process Access to Service Communicated Service Knowledge Take-on Completed Agreed Service Calendar (Monthly & Quarterly Reviews). Service transition will be managed by the local Ubertas resource, who will act as the main point of contact and escalation during the Transition phase and ensure a full hand-over to the Deliver phase resources. Should a customer wish to transition the Ubertas Service either back-in house or to another provider then Ubertas would work with the chosen supplier to provide all information gathered during this initial transition phase and subsequent service statistic from the Ubertas Service Management tool. Processes Customers accessing our services do so in a number of ways. At a senior level our customers have continuous access to Ubertas Account Managers whose job is invest time to build meaningful partnerships based on the foundation of service delivery. 8 Commercial in Confidence

10 For customers and end users of our IT services there are two main ways to access our services. The primary point of access to the Ubertas Service Desk is by our Self Service Portal which provides webbased access to the central service management system for users to registers calls, follow up on open calls and search the knowledge-base for self-resolution of an issue. Incidents may also be logged by calling the Ubertas Service Desk on a dedicated telephone number. Ubertas aims to resolve the majority of calls at initial contact and avoid the time spent routing Incidents beyond the initial call taker. To enable this level of service Ubertas ensures that an adequate number of service desk consultants have extensive knowledge of our customer s IT infrastructure and user base. This knowledge transfer occurs during the transition stage of any customer engagement. When required, calls are escalated to the 2nd and 3 rd level support teams for resolution. This typically occurs for infrequent or complex Incidents that require specialist knowledge to investigate and resolve. Ubertas also routes Incidents to product vendors in cases where a support contract or warranty is already held by the customer. In delivering IT support Ubertas has detailed processes that define our approach to Incident, Problem, Change and Knowledge Management as well as clear governance and escalation models. Customer Responsibilities In order for Ubertas to maintain a high level of service quality and deliver to the contracted service level our customers are required to follow our procedures. The main aspects of this are defined below: When opening a ticket with Ubertas, the customer should provide the following information: User name and contact details of affected user Affected system Troubleshooting information including: What the user is trying to do What result the user expected What actually happened Any error messages the user received, including screenshots when possible 9 Commercial in Confidence

11 Priority 1 incidents must always be reported via the telephone in addition to via the Self Service Portal. The affected user must be available for a remote support session to allow Ubertas to investigate the given issue. During the transition phase of any engagement Ubertas customers are fully briefed and provided with documentation in all aspects of the service so that it can be accessed in the proper way. Locations Ubertas provides by on-site and remote services for our customers depending on their specific requirement. The Ubertas Client Centre, located in Edinburgh, delivers our Service Desk capability from where we manage first Line requests for service. Our second and third line technical consultants are distributed between our Manchester Headquarters and the Ubertas Client Centre when they are not on customer site. Our Edinburgh office also houses our Ubertas Data Centre and a number of technical environments that facilitate project based work such as system upgrades and new functionality development for deployment to our customers. The Ubertas Client Centre is cleared to enable us to work with the government organisations that require elevated standards of security. 10 Commercial in Confidence

12 Service Infrastructure Ubertas manages each customer s support requirement and environment using the Ubertas Service Management System. The tool facilitates the following: Management of the asset inventory and configuration management databases that define each customer environment Logging and tracking of all Service Requests through to Incident, Problem and Change Management Delivery of service reporting and adherence to each customer s Service Level Agreement Additionally the Ubertas Service Management system provides a self-service online portal for our customers to: Raise, review and update tickets for Incidents, Service Requests and Change Access the Ubertas Common Incident knowledgebase Ask questions of our technical support staff The Ubertas Service Management system is cloud-based, enabling customers to access the tool from any online location through a standard web browser. 11 Commercial in Confidence

13 People Ubertas recognises that our people are crucial to delivering the customer experience required company ethos and high quality approach. Out people are central to everything we do so that is why we focus on: Commitment to Training & Accreditations All Ubertas consultants, engineers and project managers are accredited in the area in which they work. Ubertas commitment is that we will continue to invest in the continuous development of our people so that they can serve our customers better. Customer Technical Knowledge At an early stage of our relationship with a customer Ubertas invests time to understand and document the technology environment in which we provide our services. This takes into account the current state and future technology vision for our customers in order that we can help them best achieve their objectives. Customer Business Knowledge Throughout the life of a customer engagement Ubertas continuously builds its understanding of the business and how technology supports strategic operations. Ubertas believes that only with this knowledge can our people deliver a service or solution that aligns strategically to your business. It is this investment that often leads to a long term partnership between Ubertas and its customers. In enabling the above Ubertas constantly focuses on finding the right people for our business, people that are technology aware and able to communicate in business terms. Our close relationship with our customers, the quality of people we employee and our record of retention is testament to our approach. 12 Commercial in Confidence

14 4. Why We re Different Ubertas is different because we take a different approach. We place values at the heart of our company and relentlessly deliver to them. Every day our people show agility to act with and share our customers objectives. We believe that only through partnership can our technology understanding deliver our customers vision. We don t just promise. We deliver. Our Values & Delivery Ethos The values held by our organisation, our people and the way we work with our customers are encapsulated by our Innovation, Power, Trust company ethos. Innovation. Innovation, founded on an understanding of our customers business, is central to everything we do. We understand that our technology and service thinking combined with our customers vision leads to the development of a win-win relationship where solutions and service really make a positive difference against their competitors. Power. We believe that the impact of technology can truly transform our customers business. Ubertas partners with leading technology vendors to deliver against our customers requirements and we are meticulous in our approach to delivering that technology or service in order to realise tangible business improvements. Trust. Ubertas enters every client relationship with a common objective: to build a lasting partnership founded upon mutual trust. The time we invest in understanding your business enables us to guarantee excellence in service delivery and develop a strategic partnership over time. 13 Commercial in Confidence

15 Service Promise The Ubertas Service Promise is a set of objectives that we commit to our customers before engaging with them in delivering our support services. These objectives are designed around the requirements of the specific customer and are organised according to our Innovation. Power. Trust. ethos. Ubertas would define a unique Service Promise for a customer prior to the completion of the contract as part of confirming the Service Level Agreement. Innovation. Power. Trust. Transition ~ ~~~~~~~~ ~~~ ~~~~~~~ ~~~~ ~~ Deliver ~~~ ~~~ ~~~~~~~ ~~~ ~ ~~~~~~ ~~~~~~~ ~~ ~ ~~~ ~~~~~~~ ~ ~~~~~ ~~~~~ ~~ ~~~~~ ~~~~~~~~~~ ~ ~~~~~~ ~~~~~~ ~~~~ ~~~~~ ~~~~~~~~~~ ~ ~~~ Improve ~ ~~~~~~~ ~ ~~~~~ ~~~ ~~~ ~~~ ~~~~~~~ ~~~~~~~~ ~~ ~~~ ~~ ~~~~~ ~ Elevate ~ ~~~~~~ ~~~~~~ ~~~~ ~~~~~ ~~~~~~~~~~ ~ ~~~ ~~~~~ ~~~~ ~~~ ~ ~ ~~ ~~~~ ~~~~ ~~ ~~~~~~ ~~~~~ ~ ~ ~~~~~~ ~~~~~~~ ~ ~~ ~~ ~~~~ ~ ~~~ ~ ~~~~~ ~~~~~~~ ~ ~~~~ ~~~~~~ ~~~~~ ~~ ~~~~~ ~~~~ ~~ ~ ~~~~ ~ ~~~ ~~~~~ ~~~ ~~~~~~~~ ~ ~~~~~~ Our Service Promise is a set of actions that we will be accountable for in delivering across all stages of our lifecycle. They are measurable objectives and we expect our customers to expect us to deliver. 14 Commercial in Confidence

16 5. Pricing Ubertas G-Cloud III Framework Only Pricing Ubertas typically prices the provision of our services depending on the specific requirement of our customers. For the purpose of this framework we have provided the following fixed pricing: Ubertas Service Desk Only* Pricing: Call Volumes (Monthly) Service Charge (Monthly) , , , ,000 * This is the provision of a Cloud Service Desk accessed via a web-based portal with the option of telephone access. The Service desk will perform 1 st Line tasks only and further action to fulfil the request for service could be deemed out of scope and subject to additional services. All prices exclude VAT and are invoiced monthly in arrears. Free Trial In order to allow any organisation to trial our services for free when procuring from the G Cloud III Framework, Ubertas is offering a free Service Capability Assessment. The Service Capability Assessment will identify the strengths and weaknesses of any potential customer s existing IT provision, and gauge the existing alignment of their IT with their business operations. The assessment will be conducted by one of our senior consultants and delivered at the customer s location. It will incorporate a review of the organisation s technology strategy and vision, their existing approach to Service Management and support procedures, and an analysis of their IT infrastructure and software platforms. Following our visit the organisation will receive our Capability Findings Report which measures their effectiveness against standard benchmarks, identifying improvement areas and steps. 15 Commercial in Confidence

17 Ordering Ubertas Services Upon the notification of interest from any Contracting Body in procuring Ubertas services, Ubertas would request sight of the Contracting Body s Statement of Requirements. In the event that Ubertas was able to deliver to these specifications, a Service Level Agreement would be drawn up in conjunction with the Contracting Body, detailing the specific nature of support to be provided. Upon acceptance, the SLA in addition to the Terms and Conditions would form the basis of a contract between Ubertas and the Contracting Body. 16 Commercial in Confidence

18 Appendix A Reference to Glossary Section 1.1 Requirement An overview of the G-Cloud Service (functional, non functional) Information assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Details of the level of backup/restore and disaster recovery that will be provided On-boarding and Off-boarding processes/scope etc. Pricing (including unit prices, volume discounts (if any), data extraction etc.) See sections 2 & 3 Not applicable. Reference All Ubertas internal systems are subject to overnight back-ups and there are 4 test restore exercises per year. The service desk software used by Ubertas in delivering our services is a cloud solution provided by ServiceNow, a leading service management tool provider. See Service Transition in Section 3 See Pricing in Section 5 Service management details See Section 3 Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Financial recompense model for not meeting service levels Training See Service Framework in Section 2 See Service Framework in Section 2 See Pricing in Section 5 Training is not applicable Ordering and invoicing process See Pricing in Section 5 Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) Data restoration / service migration See Pricing in Section 5 See Pricing in Section 5 See Section2, Our Services Consumer responsibilities See Ordering Ubertas Services in Section 5, Pricing Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) Details of any trial service available. This is not applicable to our services. See Free Trial in Section 5, Pricing 17 Commercial in Confidence

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