G-Cloud Service Definition. Atos CRM SaaS Solution powered by Microsoft Dynamics

Transcription

1 G-Cloud Service Definition Atos CRM SaaS Solution powered by Microsoft Dynamics

2 Atos CRM SaaS Solution powered by Microsoft Dynamics Atos via Canopy provides the Customer Relationship Management (CRM) system Microsoft Dynamics CRM - A Robust, scalable, consumption-based service that brings citizen engagement innovation and agility to public service delivery. Atos CRM SaaS Solution helps improve the efficiency and cost-effectiveness of government services by facilitating, automating and streamlining interactions among citizens, government employees, service providers and other stakeholders. As a Cloud based SaaS model, there is no need to worry about underlying IT, upfrontinvestment or software upgrades. Atos CRM SaaS Solution powered by Microsoft Dynamics With a packaged CRM solution available from the Canopy Enterprise Application Store (EAS), The Customer will generate rapid business value for their company and organization: Easy-to-Use Increases productivity with rapid adoption through an intuitive user experience Innovative Leveraging best in class solutions from leading vendors Fast go-live We use the best-practice software of our partners to deploy a solution that truly fits customers needs. This includes migrating data and integrating the solution into existing IT environment. Professional consultancy Our experienced consultants provide help and support in the implementation of CRM solutions. No upfront invest The service is delivered out of the cloud. No need to buy licenses or special hardware. All that is needed is some specific configuration to align to each particular organizational implementation. Cost transparency Services are charged for based on the number of registered users per month and certain volume based charges (e.g. storage) - simple, transparent and predictable. Scalability Our Software-as-a-Service model flexes according to the customers needs. It can scale up and down by registering and deregistering users. Latest software version No need to install and test updates or patches. This is something we provide in cooperation with our partner Microsoft. We keep the Microsoft Dynamics CRM application up-to-date in order that customers can benefit from the latest software enhancements. ii

3 Data are secure Leading edge data security measures in our data centre and service management processes ensure that data are protected against unauthorized access and loss. Focus on core business The CRM solution will be operated in Canopy data centres or from within the Atos Secure Cloud. System availability, backup, monitoring, etc. are provided via standardized state-of-the-art service level agreements. iii

4 The key service features and options of Microsoft Dynamics CRM, version 2011 or version 2013 are: a Software-as-a-Service (SaaS) business solution with a flexible and scalable (pay-as-you-use) user-based price model Microsoft Dynamics CRM 2011 is hosted in secure Canopy Cloud from an Atos tier 3 data centre and is currently available at IL0 Microsoft Dynamics CRM 2013 option is also available at IL0 or at IL3 on the PGA platform delivered by Atos. Competitive availability service levels (Silver and Gold) enriched with competent CRM process consultancy, support and training services on demand Canopy EasyCRMdocs offers an additional optional feature, combining the best of Microsoft Dynamics x/crm and Microsoft Word to provide a powerful and very userfriendly, high end document generator. Atos CRM SaaS Solution powered by Microsoft Dynamics offers the core functionality required by organisations companies of every size, to enable them to benefit from structured and professional Customer Relationship Management. It includes modules for Sales Management Service Management Marketing Management Activity Management Contact Management / Account Management. The solution enables the Customer to create and maintain a clear picture of the end to end clients engagement lifecycle. Its collaboration features and seamless integration with MS Outlook & Office allows significant increases in operational efficiency and excellence. Its built-in analytics will provide valuable management information and help ease the decision-taking and risk mitigation process. Using the Atos CRM SaaS Solution allows our customers to generate rapid business value: The service is complete as we offer an end-to-end solution including Microsoft Dynamics CRM license We are ready to deliver and support: we offer to on-board The Customer within one day Our business model is affordable, transparent and predictable If our customers business changes, our solution is able to scale accordingly. iv

5 The service offering includes: Best-of-breed solution Microsoft Customer Relationship Management Dynamics CRM, either version 2011 or version 2013 with a flexible and scalable (pay-as-you-use) user-based price model IL0 multi-tenant environment, securely hosted in Atos tier 3 data centre in Germany. Microsoft Dynamics CRM 2013 option is also available on the Atos IL3 PGA platform with existing PSN connectivity Global access via secure internet connection Managed service with enterprise grade service levels Operational excellence in ITIL based and ISO certified service management of a SaaS solution On demand consulting support to deliver comprehensive and highly qualified CRM process knowhow A 30-day trial version to experience and experiment with the service in advance of any purchase (currently available at IL0 only) There is a chance to improve public service delivery by increasing the involvement of service users and communities in the way public services are commissioned, designed, delivered and assessed. Tracking actions and feedback from citizens, involving the expertise, creativity and ideas of the front-line staff working in public services will deliver greater business value. Public sector leaders need comprehensive up-to-date analysis and reports on service delivery to define priorities and inform strategic decision making. Citizen or partner intimacy and a 360 degree view on citizen or partner related data anytime / anywhere is a must-have to maintain service excellence in the emerging digital society. Public sector front-line staff members need highly automated workflows for citizen and partner management, activity management and service management in order to achieve operational excellence in service delivery. Atos CRM SaaS Solution powered by Microsoft Dynamics offers the core CRM functionality for both large and small organisations that can benefit from structured and professional Customer Relationship Management. v

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7 Contents 1. Introduction Service summary How this product can be used Service overview Atos CRM SaaS Solution Functional Features Out of the Box Atos EasyCRMdocs Optional Feature Atos CRM SaaS Solution Service Components Canopy EasyCRMdocs Service Components Atos CRM SaaS Solution Business value Service Roadmap Information assurance Backup/restore and disaster recovery IL0 service IL3 service On-boarding and off-boarding On-Boarding Ease the start with Atos CRM enabling workshops Off-boarding in General Off-Boarding Atos EasyCRMdocs Pricing Atos CRM SaaS Solution, version 2011, IL0 Pricing catalogue Atos CRM SaaS Solution, version 2013, IL0 Pricing catalogue Atos CRM SaaS Solution, version 2013, IL3 Pricing catalogue Atos EasyCRMdocs Service management Customer service Service process Technical management Service operations Incident resolution Change and configuration management Service management & governance Security Implementation vii

8 8. Service constraints Customer access to Atos Care Service Desk Customer side network and hardware Maintenance windows Service levels Atos CRM SaaS Solution Service Hours Atos CRM SaaS Solution Service Level Silver Atos CRM SaaS Solution Service Level Gold Atos incident classification Financial recompense Training Ordering and invoicing process Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) Data restoration / service migration Customer responsibilities Technical requirements Trial service Glossary viii

9 1. Introduction Atos Customer Relationship Management (CRM) powered by Microsoft Dynamics is one of Atos s Software-as-a-Service (SaaS) business solutions. The service offers core CRM functionality for both large and small organisations that can benefit from structured and professional Customer Relationship Management. The anticipated benefits are substantial: Significant improvement in Customer/Citizen experience and engagement; rapid implementation and faster time to market for products and services enabled by innovative and agile technologies; as well as IT cost reduction and capital expenditure avoidance through flexible pricing models. Atos provides access to an array of new service capabilities to enable business innovation and seamless scaling without worrying about the underlying IT. Selfservice access to the applications, when needed, enables customers to manage the speed of deployment as well as keeping track of usage and costs. Atos provides: Quality - the service is the result of an experienced team of leading IT providers, Atos, VMWare and EMC building a reliable, high-performing, integrated and innovative service Security Built using leading tools to provide Atos s security infrastructure Low risk Backed by the joined forces of Atos, VMware and EMC Flexibility Atos offers a flexible and scalable user-based price model 1.1 Service summary The service offering includes: Best-of-breed solution Microsoft Customer Relationship Management Dynamics CRM, either version 2011 or version 2013 with a flexible and scalable (pay-as-you-use) user-based price model IL0 multi-tenant environment, securely hosted in Atos tier 3 data centre in Germany. Microsoft Dynamics CRM 2013 option is also available on the Atos IL3 PGA platform with existing PSN connectivity Global access via secure internet connection Managed service with enterprise grade service levels Operational excellence in ITIL based and ISO certified service management of a SaaS solution On demand consulting support to deliver comprehensive and highly qualified CRM process know-how A 30-day trial version to experience and experiment with the service in advance of any purchase (currently available at IL0 only) Canopy EasyCRMdocs offers an additional optional feature, combining the best of Microsoft Dynamics x/crm and Microsoft Word to provide a powerful and very user-friendly, high end document generator. 1

10 Atos CRM SaaS Solution powered by Microsoft Dynamics offers the core functionality for Customers of every size and includes modules for: Sales Management Service Management Marketing Management Activity Management Contact Management / Account Management. The Solution enables the Customer to create and maintain a clear picture of the end to end client engagement lifecycle. Its collaboration feature and seamless integration with MS Outlook & Office allows significant increases in operational efficiency and excellence. Its analytics capabilities can prove invaluable in more strategic decision-taking and risk mitigation. Using the Atos CRM SaaS Solution allows our customers to generate rapid business value: The service is complete as we offer an end-to-end solution including Microsoft Dynamics CRM license We are ready to deliver and support: we offer to on-board The Customer within one day Our commercial model is affordable, transparent and predictable If our customers business changes, our solution is able to scale accordingly. 1.2 How this product can be used Atos CRM SaaS Solution powered by Microsoft Dynamics offers the core CRM functionality for both large and small organisations that can benefit from structured and professional Customer Relationship Management. There is an opportunity to improve public service delivery by increasing the involvement of service users and communities in the way public services are commissioned, designed, delivered and assessed. Tracking actions and feedback from citizens, involving the expertise, creativity and ideas of the front-line staff working in public services will deliver greater business value. Public sector leaders need comprehensive up-to-date analysis and reports on service delivery to define priorities and inform strategic decision making. Citizen or partner intimacy and a 360 degree view on citizen or partner related data anytime / anywhere is a must-have in the emerging digital society. Public sector front-line staff members need highly automated workflows for citizen and partner management, activity management and service management in order to achieve operational excellence in service delivery. Atos CRM SaaS provides a consistent view of essential customer information, allowing employees to identify and leverage chances to improve service delivery and increase sales revenue. Microsoft Dynamics CRM is available in 40 languages. 2

11 2. Service overview For every Customer, managing citizen relationships or partner relationships both effectively and efficiently is critical in the current competitive and fast changing environment. Citizen or partner intimacy and a 360 degree view on citizen or partner related data anytime / anywhere is a must-have to maintain service excellence. Atos CRM SaaS Solution powered by Microsoft Dynamics helps Customers to achieve this vision, leveraging a seamless integration of the leading Microsoft Dynamics CRM solution built on the agility and security of the Atos Cloud platform. 2.1 Atos CRM SaaS Solution Functional Features Out of the Box Microsoft Dynamics CRM is a CRM solution that provides the tools and capabilities needed to create and maintain a clear picture of customers, from first contact through to post engagement follow-up. With sales, marketing and customer service modules, Microsoft Dynamics CRM delivers a fast, flexible and affordable solution that enables closer relationships with customers and helps to achieve new levels of service excellence. Microsoft's excellent CRM tool integrates perfectly with MS Outlook & Office. It automates the customer engagement process, lead management & marketing. It also provides collaboration, analytics and integration. Modules included are: Sales Management Service Management Marketing Management Activity Management Contact Management / Account Management. Improvements of Microsoft Dynamics CRM 2013 (compared to 2011) cover: A reformulated user interface giving an improved experience for end users Guided processes Mobile applications. Important features at a glance: Service: Tools to simplify incident management, shortened escalation processes and knowledge share within teams Marketing: Flexible tools to segment markets, campaign management, tracking of campaign responses and analyses Engagement management (Sales): Comprehensive lead-to-cash transparency, track leads and opportunities, improved approval processes and real-time sales forecast xrm: Development of custom applications and seamless implementation into the CRM solution. 3

12 Important characteristics: Flexibility Visualized processes High-performance programming interfaces Flexible implementation options Supporting several instances Multi-tenant capable Analytics: Microsoft Excel-Integration Report generation assistant Windows Workflow Foundation Informative analyses Microsoft Office Performance Point SQL Server Analysis Services SQL Server Reporting Services Economical: High scalability to meet business requirements Simple: Native Microsoft Office interfaces Access via Internet (also with mobile devices) Integration with other applications Back-End Integration Role-based access rights 4

13 2.2 Atos EasyCRMdocs Optional Feature On top of Atos CRM SaaS Solution Atos EasyCRMdocs is a powerful and very userfriendly document generator, which was especially adapted for Microsoft Dynamics x/crm by Atos. It was inspired by our customers and developed to better address their integration and flexibility needs to generate documents out of Microsoft Dynamics CRM without the need for customisation. It combines the best of x/crm (Structured Data & Relations), Microsoft Word and high end document generators. The Customer can easily use all the data from Microsoft Dynamics CRM directly triggered from the user interface of an object with all the existing relations. In addition The Customer has the benefit of using MSWord to create templates and professional documents in a familiar way. The use cases are unlimited: Letters, quotes, bills, incident & case management, reports, contracts, verdicts and many more. Features Easy Template Generation: Template design and test is accomplished with configurable interfaces of MSWord extended by the EasyCRMdocs Generator Seamless Integration: Power-Users can directly create MSWord-Documents out of CRM with all the objects, fields and relations Managed repository for frequently used text blocks: changes in the relevant text block allow you to efficiently manage all changes in related documents in a centralized way Ideal integration: EasyCRMdocs integrates x/crm, Word and Document Management Systems (for example SharePoint 2013). The Customer s Benefit Accelerate the document generation process Deploy final templates faster Generate legally valid and compliant contracts with one click Reduce errors and the need for quality controls Centralized rollouts of all sorts of changes (e.g. Corporate ID changes). How does it work? EasyCRMdocs enables The Customer to create working templates in just three steps: 1. Set up a template in x/crm 2. Create an MSWord template, test and activate it 3. Use the template EasyCRMdocs provides The Customer with an interface to access the complete data stored within Microsoft Dynamics CRM from Word to create templates. The advantage is that you generate a professional Word Document from Microsoft Dynamics CRM which is much easier then creating a standard CRM report. Furthermore, a Word document can be easier adapted to future change requirements. 5

14 2.3 Atos CRM SaaS Solution Service Components The service includes the following service components, which are included in the monthly fee charged per user: Infrastructure Setup and operation of CRM application for the Customer Access to the CRM application with a unique URL, accessible via web browser Access to the CRM application via Outlook client Management Customer specific business unit in Microsoft CRM Creation of one admin user to customize and maintain the system Single-Sign-On (SSO) for user accounts based on a standard ADFS technology Sending is preferably handled via end-users MS Outlook. For any other Customer preference, processing s (sending s out of MS CRM, independent from MS Outlook plug-in) can be handled via operation of a standard MS CRM router component in Customer s network. Alternatively the Customer can entitle Atos to have originated from Atos infrastructure on behalf of the Customer s DNS domain. Additional users can be added via Active Directory Federation Services Security HTTPS access Licenses Other Microsoft Dynamics CRM G-SPLA license End-user service desk MS SQL Server for users under the contract End-user service desk A 30-day trial version to experience and experiment with the service in advance of any purchase The following additional optional service elements are not included in the monthly fee charged per user: Atos EasyCRMdocs Storage Charged per user per month Charged per GB (or part of thereof) Management Atos CRM local Active Directory service Exchange Integration with Exchange to be purchased additionally Licenses Any additional license 6

15 Other Connectivity costs have to be borne by the Customer Integration of Customer service desk with Atos service desk Customer specific training Application data restoration on Customer s demand "CRM Consolidation & Harmonization Workshop" "CRM Prototype Package" End-user support regarding application usage and issues Implementation consultancy and support Project management and quality management support Configuration, customizing and development services available as optional purchase item Data migration available as optional purchase item Plan, schedule, run and shipment of contract termination data backup Except as noted otherwise additional service elements will be charged on a times and materials basis at Atos s rates as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. For further details, please contact (GCloud@Atos.net). 2.4 Canopy EasyCRMdocs Service Components Our offering provides the following service components, which are included in our monthly fee charged per user: Infrastructure Setup and operation of EasyCRMdocs Solution for the Customer Access to the Microsoft Word for Windows Plugin for authors, who can create and change templates Management Integration of solution into the Customer s business unit in Atos CRM SaaS Solution Interfaces Support of the Standard Microsoft Interface between Microsoft Dynamics CRM and Microsoft SharePoint for document and document template storage Security HTTPS access Licenses Other EasyCRMdocs End-user service desk The following additional service elements are not included in the monthly fee charged per user: Storage Charged per GB (or part of thereof) 7

16 Licenses Other Any additional license Administration of EasyCRMDoc User Roles Connectivity costs have to be borne by the Customer Integration of Customer service desk with Atos service desk Customer specific training Application data restoration on Customer s demand "Document Template Consolidation & Harmonization Workshop" End-user support regarding application usage and issues Implementation consultancy and support Project management and quality management support Plan, schedule, run and shipment of contract termination data backup Customizing available as optional purchase item Data migration available as optional purchase item Except as noted otherwise additional service elements will be charged on a times and materials basis at Atos s rates as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. For further details, please contact (GCloud@Atos.net). 2.5 Atos CRM SaaS Solution Business value With a packaged CRM solution available from the Canopy Enterprise Application Store (EAS), Customers will generate rapid business value: Easy-to-Use: Increases productivity with rapid adoption through an intuitive user experience Innovative: Leveraging proven solutions from leading vendors Fast go-live: The use of best-practice software to build the solution that truly fits customers needs. This includes migrating data and integrating the solution into existing IT environment. Professional consultancy: CRM has always been much more than just software. Our experienced consultants provide the required help and support with the implementation of CRM solutions. No upfront invest: The functionality comes out of the cloud. No need to buy licenses or special hardware. All that is needed is some specific onboarding customization and the organizational implementation. Cost transparency: Services are paid based on the usage and the number of registered users per month and certain volume based charges (e.g. storage) - easy, transparent and predictable. Scalability: The Software-as-a-Service offering adapts to the customers needs. The service scales up and down by registering and deregistering users. Latest software version: No need to install and test updates or patches. This is something we provide in cooperation with our partner Microsoft. We keep the Microsoft Dynamics CRM application up-to-date so that the service benefits from the latest software enhancements. 8

17 Data are secure: Proven data security measures in our data centre and service management processes ensure that data are protected against unauthorized access and loss. Focus on core business: The CRM solution will be operated in Atos data centres. System availability, backup and monitoring, are provided via standardized service level agreements. 2.6 Service Roadmap In the near future Atos intends to enhance Atos CRM SaaS Solution with the new MSFT features Social Listener and Marketing Pilot. Prerequisite will be that MSFT business model supports this approach. Further security Impact Levels options are planned to be added with future releases. 9

18 3. Information assurance This product is currently available at Impact Level 0 (IL0) or Impact Level 3 (IL3) hosted on Atos IL3 PGA PaaS platform (version 2013). 10

19 4. Backup/restore and disaster recovery Atos provides an infrastructure to backup and securely store all operational data necessary to discretely restore any Atos CRM deployment in case of emergency. Full disaster recovery is offered as optional service on demand. 4.1 IL0 service Backup jobs will run on a daily basis featuring full backups of all data of any CRM deployment. Weekly jobs move data to tape media. This backup functionality enables the Atos to meet the following requirements: Restore of Customers s application data on demand in case of logical data corruption Restore on demand of logically corrupted application data of Client A must not impact Client B The retention time for backups on disk is 7 days. The retention time of the backups on tape media is an additional 3 weeks. Due to technical reasons, these backups will only serve disaster recovery purposes. Tape media are stored remote from the source data centre at a distance of 8 miles. 4.2 IL3 service Default backup is 1 full backup a week kept for 28 days. Optional backup regimes variants are available to match specific customer requirements. 11

20 5. On-boarding and off-boarding 5.1 On-Boarding The speed of Customers access to Atos CRM SaaS solution increases their business agility: after having received and successfully evaluated the information about the desired CRM deployment, Atos will start the deployment on the Atos CRM platform within one week and finish it within the next one working day. In advance the Customer has to contribute all necessary information for onboarding a Atos CRM SaaS Solution deployment: Displayname (usually End-Customer ) Uniquename Only a-z, A-Z without special characters The unique name becomes part of the DNS-name of a deployment (<uniquename>.smartlabelcrm.com) In case that a corresponding DNS-name entry already exists, it might be subject to change. Currency (where indicated incl. ISO code, name, symbol and decimal places) Basis language Where indicated SQL collation (if other than Latin1_General_CI_AI) In parallel to the start of deployment Atos will provide the definition and description of the steps needed at the Customer s Active Directory (AD) in order to enable Single-Sign-On (SSO) for the user accounts based on ADFS technology. Processing s independent from MS Outlook can be enabled via connection with an router in Customer s network. Customer s standard requirements and the Customer s necessary contribution regarding both, enabling Single-Sign-On via ADFS technology and connection with an router in the Customer s network, will be mutually determined during project initiation phase. 5.2 Ease the start with Atos CRM enabling workshops To maximise and speed up the benefits for customers, Atos have three workshop types designed and shaped according to the Customer s specific situation, needs and requirements. Workshops are optional features and will be charged on a times and materials basis at Atos s rates as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. For further details, please contact (GCloud@atos.net). The "CRM Consolidation & Harmonization Workshop" identifies the Customer s old systems, which can optimally be harmonized and consolidated by Atos CRM SaaS Solution. It primarily addresses organizations featuring multiple legacy systems, Excel sheets and isolated applications and their wish to standardize these. The "CRM Prototype Package" consists of two workshops for the definition of the factual scope and the creation of a fully functional prototype. This will subsequently become the property of the Customer. Furthermore, a business case will serve to show the achievements when using Atos CRM SaaS Solution for the Customer. 12

21 If the Customer has decided to use the optional feature Atos EasyCRMdocs, the "Document Template Consolidation & Harmonization Workshop" helps catalogue The Customer s existing document templates and identifies potential duplicates or similar documents. It primarily addresses organizations planning to implement new document templates in Atos EasyCRMdocs. It helps to reduce the effort needed for initial migration of templates into the new solution by decreasing the number of templates. It can also help organizations in reducing the running costs of maintaining a large pool of document templates. 5.3 Off-boarding in General Should the Customer decide to de-commission Atos CRM SaaS Solution, the process is straight forward. Atos recommend that the Customer downloads any log data that may be needed to preserve due to legal or governance requirements. Once downloaded, the Customer will be responsible for storing that data in compliance with its requirements. Once the Customer has archived the log data, the Customer can request contract termination data backup and subsequent closure of the service to the Atos Care service desk, who will initiate all activities regarding the closure of the account: the Customer s Atos CRM deployment will be shut down all relevant items will be deleted from storage and tape media. Atos assumes that the contract termination data backup is identical with a daily standard application data backup as offered in chapter 4 of this Service Description. Atos shall deliver data on DVD. Shipment and in case that other media are required the service is offered and charged on a time and material basis at Atos s then current rates as published as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. For further details, please contact (GCloud@atos.net). 5.4 Off-Boarding Atos EasyCRMdocs Atos EasyCRMdocs solution will be deactivated and further document generation will not be possible. The Customer must take all necessary measures to de-install all existing copies of the Microsoft Word plugin for EasyCRMdocs administration. The use of existing generated documents is not impacted by the off-boarding. Refreshing these documents with current Microsoft Dynamics CRM data will no longer be possible. Additionally Atos offers the customer the opportunity to purchase an EasyCRMdocs on Premise license to continue using the existing templates in the Customer s own installation. This license includes: Installation for server side components including documentation Installation package for Microsoft Word Plugin including documentation Atos will offer on premise installation remote support (2 h effort). Atos requires that The Customer on its side has implemented all prerequisites as described by Atos in the EasyCRMdocs installation handbook. This license does not include: installation support onsite (provided on demand) 13

22 migration of existing templates into The customer s on premise environment (provided on demand) The optional service is offered and charged on a time and material basis at Atos s then current rates as published as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. For further details, please contact (GCloud@Atos.net). 14

23 6. Pricing The pricing for Atos CRM SaaS Solution is clear and straightforward and is a pure pay-as-you-use price-model. Common to all service variants are the following terms: Minimum term is one month Additional optional services, listed below and delivered on demand, are offered on a time and materials basis at Atos s rates as published in our Skills for the Information Age (SFIA) rate card: Management Atos CRM local Active Directory service Exchange Integration with Exchange to be purchased additionally Other Connectivity costs have to be borne by the Customer Integration of Customer service desk with Atos service desk Customer specific training Application data restoration on Customer s demand "Document Template Consolidation & Harmonization Workshop" "CRM Consolidation & Harmonization Workshop" "CRM Prototype Package" End-user support regarding application usage and issues Implementation consultancy and support Project management and quality management support Configuration, customizing and development services available as optional purchase item Data migration available as optional purchase item Plan, schedule, run and shipment of contract termination data backup Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. Please get in touch for details (GCloud@atos.net) Please find below the pricing per service variant. 6.1 Atos CRM SaaS Solution, version 2011, IL0 Pricing catalogue 33 per user per month 0.90 per GB (or part of thereof) for the sum of the Customer s application data Please find below the table describing with two examples how the pay-as-you-use pricing model works for the monthly service fee: Users GB used , Service fee per month ( ) 15

24 6.2 Atos CRM SaaS Solution, version 2013, IL0 Pricing catalogue Delivered with SLA Silver : 35 per user per month 0.90 per GB (or part of thereof) for the sum of The Customer s application data Please find below the table describing with two examples how the pay-as-you-use pricing model works for the monthly service fee: Users GB used , Delivered with SLA Gold : 40 per user per month Service fee per month ( ) 3.40 per GB (or part of thereof) for the sum of The Customer s application data Please find below the table describing with two examples how the pay-as-you-use pricing model works for the monthly service fee: Users GB used , Service fee per month ( ) 6.3 Atos CRM SaaS Solution, version 2013, IL3 Pricing catalogue Minimum user commit: 50 Included in the price are: Wide Area Network connection is via the Public Services Network (PSN) including 10 kbps per user* Default storage of 150 GB for customer Default backup which is 1 full back-up a week kept for 28 days *The Customer would connect to this service via a GSI-PSN bridge. The cost of the GSI-PSN bridge is not included in this proposal. The customer will have to place the order for the GSI-PSN bridge. 16

25 Delivered with SLA Silver : Catalogue Item Description Unit price IL3 number of users per user per month 200 and above 40 per user per month Additional items Additional PSN bandwidth Adding in daily incremental backups Additional storage and default backup Monthly base Price per Mbps 0.05 per GB per month 0.90 per GB per month (or part of thereof) per month per Mbps per month Please find below the table describing with two examples how the pay-as-you-use pricing model works for the monthly service fee: Users GB used Service fee per month ( ) , Atos EasyCRMdocs Delivered with SLA Silver : Catalogue Item Description Unit price EasyCRMdocs number of users up to 50 up to 150 up to per user per month 4 per user per month 3.9 per user per month 251 and above 3.8 per user per month Please find below the table describing with two examples how the pay-as-you-use pricing model works for the monthly service fee: Users Service fee per month ( ) ,900 17

26 7. Service management 7.1 Customer service Atos Care is our first line Service Desk for user support and managing incidents. Internally, Atos will track issues as per the contracted Service Levels. Issues that cannot be resolved immediately will be handed over to Atos s second line support. If the issue lies with a functional component provided by Microsoft CRM Dynamics, Atos will forward the issue to Microsoft to get a resolution and track the incident respectively problem. 7.2 Service process Atos manages the Atos Contracts solution in accordance with the ISO standards, which are a set of administrative security guidelines that help maintain a high level of security at an organizational and technical level. All services are executed using the processes defined in the Information Technology Infrastructure Library (ITIL). ITIL is a set of practices for IT service management that focuses on aligning IT services with the needs of a customer. 7.3 Technical management Server and application production support: all operational activities needed to deliver our services in line with the agreed levels. Examples are shutdowns and restarts, log file clean-up, batch job scheduling and monitoring, performing ad-hoc backups before making changes. Application backup: configuring and managing the application s backup functionality. Database (re)organization and index management: solving database problems and optimize database performance. Interface management (optional): technically managing the interfaces between Atos Contracts and other applications. Virus protection management: protecting servers and applications by installing and running antivirus software using the most recent virus description files. License management: installing, managing and keeping up-to-date the required application and tooling licenses. Multi-language support (optional): installing and managing applicationspecific language packs. 18

27 7.4 Service operations Availability management: keeping the infrastructure and application platform available in line with the agreed service levels, by daily monitoring and taking corrective actions if needed. Capacity management: monitoring and reporting the available resources (disk, memory, processor) against pre-defined thresholds. Performance management: optimizing the infrastructure and application landscape s performance by configuring and monitoring the appropriate parameters. 7.5 Incident resolution Incident management: all actions needed to restore a failing service to its agreed state within the agreed time frames. 7.6 Change and configuration management Change management: performing non-functional changes, having a standard and repeatable nature, or having a too limited scope and impact to justify an extensive change project. Configuration management: documenting and keeping the managed platform up-to-date. Patch management: testing and installing the required patches for applications, databases and the operating system. This includes both security-related patches as well as functional and technical patches. Release management (optional): planning, testing and installing OS, database and application upgrades as a new release or as a grouping of associated updates and changes. 7.7 Service management & governance Query and complaint management: answering questions and managing complaints from our customers in a satisfactory way. Problem management: solving and eventually preventing problems, often raised as a result of a number of apparently interrelated incidents. Vendor/third party management: organizing the availability of knowledge and support by hardware and software vendors and other third parties. Service reporting: monthly reporting of service availabilities, service levels, CPU usage, memory, storage and service volumes. 7.8 Security Service account management: managing service accounts and access rights for Atos s application support employees. Atos will enforce a security policy e.g. password length, strength and duration, data-protection etc. according to the Atos baselines. 7.9 Implementation Service setup: installing and configuring the platform as well as the instructions and tooling to perform the platform management at the agreed levels. 19

28 8. Service constraints 8.1 Customer access to Atos Care Service Desk Access to Atos Care Service Desk is limited to an agreed number of the Customer s Key-Users and users taking an administrator role. 8.2 Customer side network and hardware Atos will provide redundant network connections to its data centre for reliability. The service delivery responsibility of Atos ends at the service transfer point which is the ISP provider s IP router at Atos data centre. If the Customer is not connected to the service via PSN, The Customer is responsible for network within its enterprise and Wide Area Network (WAN) connection to the data centre. Performance of Atos CRM SaaS Solution is dependent on the latency of the WAN. The Customer is responsible for client site hardware such as laptop, workstation or mobile device on which the Atos CRM SaaS Solution may run. In case the Customer has chosen Atos EasyCRMdocs as optional feature, the Customer is responsible for client site hardware such as laptop, workstation or mobile device including the necessary Microsoft Word licenses on which the Atos EasyCRMdocs SaaS Solution may run. 8.3 Maintenance windows Allocation In order to minimize impact on the business processes of the Company, the Subcontractor will conduct normal maintenance operations within defined maintenance windows if system failures occur or are at hand. Exception In case of emergency maintenance activities can be conducted outside the standard maintenance windows (i.e. immediately). This is valid only for conditions threatening services or the whole site to be subject to possible failure or massive limitation. The subcontractor has to comprehensibly justify the imminent threatening conditions towards the Company, unsolicited, within 5 complete workdays after application of an exception. Agreements The Company and Subcontractor agree upon the following schedule for maintenance windows: Maintenance window schedule Standard maintenance window: Every third Wednesday of the month, 17:00 through 00:00. 20

29 9. Service levels Atos will use reasonable endeavours to meet the below described service and support hours and service levels. Service levels available are Silver and Gold. 9.1 Atos CRM SaaS Solution Service Hours Description Attended operation: During attended operation all services are available according to the negotiated conditions. In case of failures remediation will start as soon as possible. Unattended monitored operation Utilization timeframe Timeframe Mon - Fri h (UK time, UK business days) Remaining time Mon - Sun 00:00-24:00h 24/7 critical incident support is delivered by on-call staff. 9.2 Atos CRM SaaS Solution Service Level Silver Feature Service Level (Silver) Service availability, excluding maintenance windows Support language 99.5% English Service Desk Availability Mon-Fri, 08:00 18:00h, business days Service Desk Contact Incident Resolution times Self-service, , local telephone number Incident severity 1: 90% within 6 hours Incident severity 2: 90% within 18 hours Incident severity 3: 80% within 30 hours Incident severity 4: 80% within mutually agreed due date 21

30 9.3 Atos CRM SaaS Solution Service Level Gold Service level Gold is currently available for Atos CRM SaaS Solution at Impact Level 0 (IL0) and version 2013 only. EasyCRMdocs can only be offered in Service Level Silver. Feature Service Level (Gold) Service availability, excluding maintenance windows Support language 99.9% English Service Desk Availability Mon-Sun, 00:00 24:00h Service Desk Contact Incident Resolution times Self-service, , local telephone number Incident severity 1: 90% within 4 hours Incident severity 2: 90% within 12 hours Incident severity 3: 80% within 30 hours Incident severity 4: 80% within mutually agreed due date 9.4 Atos incident classification For the determination of the incident severity, Atos uses the following classification and definition for severity 1, 2, 3 and 4. Severity Severity 1 (Critical impact on Customer business processes) Severity 2 (Major impact on Customer business processes) Definition The impact on the Customer s business processes is severe. The execution of the primary business process is blocked. A business-critical application is unavailable or very seriously impaired, or Business-critical functions cannot be executed, or A risk is detected and classified as level 1, or The parties involved mutually agree that the Incident is a Severity 1 Incident. There is a major impact on the Customer s business processes. Parts of a business-critical application are unavailable or very seriously impaired, or Parts of business-critical functions are not active, perform incorrectly or perform with response times that deviate significantly from the agreed levels, or End users are able to work but are unable to achieve a normal productivity level, due to the Incident, or A risk is detected and classified as level 2, or The parties involved mutually agree that the Incident is a Severity 2 Incident. 22

31 Severity Severity 3 (Minor impact on Customer business processes) Severity 4 (None impact on Customer business processes) Definition Default Severity, or A risk is detected and classified as level 3, or The parties involved mutually agree that the Incident is a Severity 3 Incident. There is no impact on the Customer s business processes. The Incident has hardly any consequences for the end user(s), but the Service does not fully meet agreements made, or The parties involved mutually agree that the Incident is a Severity 4 Incident. 23

32 10. Financial recompense To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to G Cloud terms and conditions. In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Atos terms will define the circumstances where a refund of any pre-paid service charges may be available. 24

33 11. Training If required, specific training shaped according to the Customer s needs - can be provided on a times and materials basis at Atos s rates as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G- Cloud submission. For further details, please contact (GCloud@atos.net). Application data restoration on the Customer s demand is an optional feature and will be charged on a times and materials basis at Atos s rates as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. For further details, please contact (GCloud@atos.net). 25

34 12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the address GCloud@atos.net Atos will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, Atos will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Atos with a purchase order. Once received, the customer services will be configured to the requirements as per the original quotation. For new customers, additional new supplier forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, Atos will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: 26

35 13. Termination terms 13.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Contract under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Contract Atos Supplier Terms for this Service as listed on the G-Cloud CloudStore. For this specific service, by default Atos ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the GPS G-Cloud Framework Terms and Conditions By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Atos Supplier Terms. 27

36 14. Data restoration / service migration In case of logical data corruption the Customer can request to Atos Care Service Desk the restore of its application data. Atos Care service desk will initiate all activities regarding the Customer s service request. Application data restoration on the Customer s demand is an optional feature and will be charged on a times and materials basis at Atos s rates as published in our Skills for the Information Age (SFIA) rate card that was submitted as part of our G-Cloud submission. For further details, please contact (GCloud@atos.net). 28

37 15. Customer responsibilities Please refer to respective chapter in Atos terms & conditions. In addition the service specific responsibilities of the Customer are outlined below: Subject Minimum commitment Customer commitment to Atos s proposed solutions in case that processing out of MS CRM, independent from MS Outlook plug-in, is required Customer side network and hardware Implementation of bespoke enhancements Implementation of Third Party enhancements Condition The Customer commits the minimum term of one month. The Customer commits Either To implement Atos preferred solution: operation of a standard MS CRM router component in Customer s network or to entitle Atos to have originated from Atos infrastructure on behalf of the Customer s DNS domain. Atos will provide redundant network connections to its data centre for reliability. The service delivery responsibility of Atos ends at the service transfer point which is the ISP provider s IP router at Atos data centre. If the Customer is not connected to the service via PSN, The Customer is responsible for network within its enterprise and Wide Area Network (WAN) connection to the data centre. Performance of Atos CRM SaaS Solution is dependent on the latency of the WAN. The Customer is responsible for client site hardware such as laptop, workstation or mobile device on which the Atos CRM SaaS Solution may run. The Customer is responsible for the implementation of any bespoke enhancement to its CRM deployment. Using the optional feature Atos EasyCRMdocs: If the Customer intends to use an enhancement of any Third Party, then Atos is not responsible for collaboration between EasyCRMdocs and these enhancements. The Customer is responsible for the implementation of any bespoke document templates including the necessary dataset definition. The Customer ensures that any move to production of one of its bespoke enhancements is supported adequately by the Customer s development team. If the Customer intends to use an enhancement of any Third Party, then Atos only allows the usage of a version which is valid for Microsoft CRM Online. 29