STL Microsoft SharePoint Consulting and Support Services

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1 STL Microsoft SharePoint Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services

2 TABLE OF CONTENTS Introductory information... 4 Contact details... 4 Version control... 4 Overview... 5 Microsoft SharePoint... 6 STL Microsoft SharePoint Services... 7 Business analysis... 7 Implementation and upgrade... 7 Upgrade... 8 Microsoft SharePoint clinics... 8 Data integration... 8 Data migration... 9 Training... 9 Microsoft SharePoint system health check... 9 STL SharePoint Support Service SharePoint support requests SharePoint excellence Professional accreditations Track record Support options In summary Extended service hours Pricing and Commercials Standard Support service SFIA Standard Rate Card Standards for Consultancy Day Rate cards Payment Terms and Conditions Standard Service Level Agreement STL Technologies Limited Page 2 of 20

3 Service hours Support service procedure Support service response times Customer Obligations STL Technologies Limited Page 3 of 20

4 INTRODUCTORY INFORMATION CONTACT DETAILS Any queries relating to this document should be directed to Michael Barber who can be contacted on: T: E: VERSION CONTROL Date Version Status Nature of change July Issue Draft August Issue Final September Issue Final STL Technologies Limited Page 4 of 20

5 OVERVIEW STL Technologies (part of Capita plc) has wide experience in the delivery of solutions to Government customers gained over the past 35 years. STL specialises in contact and case management helping clients maximise the value of their IT investments by delivering solutions that improve business performance. We provide business analysis, implementation and upgrade, clinics, data integration, data migration, training and system health check services ensuring that you maximise the use of your Microsoft SharePoint investment. STL Technologies offers both standard and bespoke Microsoft SharePoint support services. Our standard support service is aimed to encourage on-going development of your SharePoint implementation to ensure that it continues to meet changing business needs. Support requests can be used for the implementation of system changes as well as provision of support for issues and queries. Our bespoke Microsoft SharePoint services cover end to end system implementation and delivery, or can be tailored to meet particular discrete requirements. STL Technologies Limited Page 5 of 20

6 MICROSOFT SHAREPOINT As a commercial off the shelf COTS product, Microsoft SharePoint is a business collaboration platform for the Enterprise and the Internet. Available as a Cloud or on-premise solution, SharePoint provides a platform enabling businesses to share information, improve processes and enable the development of customised solutions. Key capabilities of SharePoint include: A central system for the storage of information; Content management functionality, including version control and retention management; Powerful search; Integration capability enabling SharePoint to be used as a platform to share information from disparate systems across the business; Business intelligence and tools including interactive dashboards and scorecards; Out of the box tools that simplify the creation of business web sites for Intranet, Extranet or Internet and the development of business specific solutions; Effective collaboration tools enabling people to work together more easily and automate business processes using workflow; Mobile and cross-browser support. The Microsoft SharePoint platform offers powerful tools and a breadth of functionality that requires careful consideration in order to ensure delivery of the intended benefits. STL will work with you to identify and deliver the most appropriate SharePoint solution for your business. STL Technologies Limited Page 6 of 20

7 STL MICROSOFT SHAREPOINT SERVICES STL s Microsoft SharePoint Services will be conducted against an agreed Statement of Work using a rate card. STL services can be procured for a full project implementation, or for discrete pieces of work. The range includes: Business analysis A clear SharePoint strategy will benefit your business performance. We will work with you to develop and check the validity of the business case for your SharePoint strategy, assessing it s alignment to your business goals, how it will support business performance and the potential return on investment. STL will provide you with an initial scoping exercise free of charge to determine your business readiness for SharePoint and the application suitability for your needs. Implementation and upgrade STL is able to draw on a wide pool of technical staff and experience to deliver successful SharePoint projects. Projects may be new implementations, upgrade of existing SharePoint systems, or extending an existing implementation with new functionality. Typical activities that we would expect to undertake with this service include: Requirements capture and specification working with key project stakeholders and business users to understand the business needs and process flows; Technical architecture design; User interface design; Iterative development cycles aimed at giving early visibility and review of the solution. Each build cycle offers the opportunity for requirements to be more finely tuned to meet the business STL Technologies Limited Page 7 of 20

8 requirements, and minimises the risk of a solution not meeting business requirements when it is delivered at the end of a single long development phase; End to end project planning and management; STL also makes full use of SharePoint s highly customisable and integrated framework. Through our team of developers we carry out bespoke application development with SharePoint at the core and have developed a number of industry specific solutions that can be delivered off the shelf or customised to suit specific requirements. Upgrade When looking at projects requiring upgrade of an existing SharePoint implementation, we will undertake an initial review exercise to understand the implementation and identify the most appropriate upgrade approach. The review activity will identify areas that may need to be addressed as a pre-requisite to upgrade, or those that may require configuration or customisation as part of the upgrade due to changes in release functionality. Microsoft SharePoint clinics To help obtain best value from your solution, we will review your SharePoint system. The SharePoint platform offers comprehensive out of the box functionality. The configurable nature of the system enables it to be extended in order to build business specific functionality and to enable an implemented solution to continually evolve to meet changing business needs. STL can provide on-site SharePoint expertise to work with you, assessing and recommending future changes to help support your business needs. Data integration STL has built an excellent reputation in integrating disparate systems to ensure that information can be shared electronically. Our experience includes integration with third party systems to enable two-way transfer of data negating any requirement for the double keying of data, and integration to enable the STL Technologies Limited Page 8 of 20

9 presentation of data from third party systems within the SharePoint application. Our data integration service will provide consultancy to review the integration requirements, identify and design the most appropriate technical solution, and then undertake development, test and implementation as required. Data migration STL has wide experience in the transition activities involved with the implementation of a new solution and the preparation required for effective data migration. This service will provide consultancy using tried and tested procedures to gather data migration requirements, develop scripting as required, and undertaking testing to ensure a smooth data migration at golive. Training STL offers customised and tailored SharePoint training sessions for system administrators, users and trainers. We can monitor how users are utilising SharePoint, including investigating any errors, to identify additional training requirements. STL can also provide targeted SharePoint training, including on-site training clinics, to help develop your team and enhance their skills. Microsoft SharePoint system health check The STL System Health Check is a proactive service designed to ensure optimum performance of your SharePoint application. The health check, recommended at least annually, will review all areas of your SharePoint implementation from system diagnostics to use of the application. We will supply a report that identifies any potential future problem areas that should be addressed along with advice and guidance to maximise use of the system. STL Technologies Limited Page 9 of 20

10 STL SHAREPOINT SUPPORT SERVICE Helping to meet the business requirements by reviewing and developing your SharePoint functionality SharePoint represents a significant investment for your organisation and needs optimal utilisation at all times. Excellent SharePoint support, however, is about more than ensuring the system is up and running. The key challenge is to get the most out of your investment. SharePoint is flexible and easily extended to support additional business processes. The more widely SharePoint is used, the more benefit it provides. As well as covering technical support and system issues, STL s SharePoint support service includes access to consultancy skills from STL. This is intended to keep the SharePoint implementation moving forwards and to support changing business requirements. STL SharePoint support provides a single point of contact for technical support and skilled consultancy. Our experts can resolve your issues and improve your SharePoint solution, quickly and affordably. Our standard service includes up to ten hours a month of SharePoint consultancy and technical support resolution. SharePoint support requests Quick and competent support available from an expert in Microsoft SharePoint These are examples of the service requests and technical support incidents received and resolved for existing STL SharePoint support customers. This list is not exhaustive, but does demonstrate the type of support we provide: SharePoint farm analysis and monitoring service; Database analysis and monitoring service; Service pack assistance; Creation and customisation of lists / libraries; Creation and customisation of pages; Creation and customisation of workflow; Maintain users and permissions within SharePoint; STL Technologies Limited Page 10 of 20

11 How to / advice and guidance; Remote end user training; Remote site administrator training. Support is provided from our dedicated UK service desk. SharePoint excellence STL has a large team of qualified SharePoint professionals. We build solutions on SharePoint, and work closely with Microsoft to maximise our knowledge of the SharePoint product set. Professional accreditations STL has achieved the following accreditations, to ensure our processes and skillsets are robust, current and in line with best practice. Microsoft Certified Technology Specialist (MCTS) for Microsoft SharePoint 2010; Microsoft Certified IT Professional (MCITP) for Microsoft SharePoint Administrator 2010; Microsoft Certified Professional Developer (MCPD) for Microsoft SharePoint 2010; ITIL Service Management; ISO27001 Information Security Management. STL is certified and regularly audited by a UKAS accredited assessor to BS ISO/IEC 27001:2005. Our services and operations are compliant with BS ISO/IEC 27002:2005 and the majority of our staff hold BPSS approval or are SC cleared. STL also implements quality and environmental management systems that have been designed to meet the requirements of BS EN ISO 9001:2008 and ISO 14001:2004. These systems are currently being re-certified by a UKAS accredited certification body. STL Technologies Limited Page 11 of 20

12 Track record Supporting over 40,000 users, our service desk has an impressive record of helping a diverse mix of clients. By choosing STL for your support, you will benefit from an excellent track record of incident resolution within agreed service levels, delivered by ITIL trained staff. Operating within the ITIL framework, our service desk provides: The STL Technologies support team provided a seamless service for WMP. Steve Anderson, Chief Superintendent, West Midlands Police A single point of contact; Logging, categorisation and prioritisation of incidents and requests; Incident management services; Problem management to eliminate recurring incidents; Service reporting and review against SLAs and KPIs. Whether you have a technical query or are seeking advice on how to get the best from your solution, we demonstrate an excellent track record of incident resolution within the agreed service levels. Support options STL offers a range of service levels dependant on your requirements. Some clients use in-house staff for first line support and utilise our services for 2nd/3rd line support. However, support at all service levels is available how you use your 10 hours per month will flex to meet your requirements. Complex incidents and problem tickets may be escalated to our application maintenance team, a mix of specialists in Microsoft and other technology platforms. They ensure the user can resume work as quickly as possible. In summary STL SharePoint support goes beyond break-fix help to address all SharePoint support requirements Our SharePoint consultants have extensive experience across a wide range of SharePoint implementations and will help keep your implementation moving forwards. Combined with comprehensive and robust service management capabilities, STL s SharePoint support service provides the STL Technologies Limited Page 12 of 20

13 assurance you require for SharePoint as a business critical system. The guide below summarises the cover included in STL s standard SharePoint support service. Feature No of Support calls (Incident Tickets) Monthly support and consultancy Number of nominated contacts from within your organisation Dedicated account manager Incident reporting methods Support by certified Microsoft professionals Service hours Technical support - incident response time Service requests consultancy Notification of Microsoft SharePoint service pack release notification Quarterly service report Quarterly service management review Microsoft SharePoint service pack release support Microsoft SharePoint system monitoring (on premise installations) Coverage Unlimited, subject to monthly 10 hours of effort 10 hours - flexed over a quarter (remote assistance) Three Yes Phone, or online Yes 09:00-17:00 Monday - Friday excluding bank holidays To agreed service levels - see pricing and commercials section To agreed service levels - see pricing and commercials section Yes Yes Yes via conference call On request as part of your monthly support / consultancy hours Yes An incident ticket can be a request for advice and guidance, help with error messages, unexpected behaviour or any other issue you are experiencing. STL Technologies Limited Page 13 of 20

14 Our quarterly service management review will report against the service levels achieved over the last quarter. It will identify the number and type of incidents being raised along with resolution categories. The report will identify key trends by incident type or user, and recommend actions to help reduce future incidents in addition to any recommendations for enhancing your SharePoint application to better suit your needs. Extended service hours Extended hours support can be provided in addition to the standard service hours. This provides flexibility and peace of mind in the event that your business usage extends outside of core hours. STL Technologies Limited Page 14 of 20

15 PRICING AND COMMERCIALS All bespoke services will be charged against a defined Statement of Work against a rate card. An STL professional resource will run a half day scoping exercise with you and create a Statement of Work with the remaining half day. This initial scoping exercise of one day is free of charge. The Statement of Work will indicate the associated scope and costs for the remaining phases of the project on a time and material basis against the rate card defined overleaf. Should any additional effort be required in order to complete work or to carry out additional work which is out of the scope of the initial Statement of Work then such additional effort and any applicable charges will be agreed by both parties in the form of a Statement of Work for the phase. Our standard daily consulting rate for SharePoint is 750 per day. See STL standard rate card overleaf for other charge rates. Standard Support service The standard support service agreement is based at a monthly rate of 1, (excluding VAT), billed annually in advance. This is for up to three nominated contacts, with quarterly reports and service reviews. The standard service includes 10 hours support and development per month. Extended hours are available at our standard hourly/day rate and will be priced based upon your requirements. STL Technologies Limited Page 15 of 20

16 Strategy & architecture Business change Solution development & implementation Service management Procurement & management support Client interface SFIA Standard Rate Card Please see below STL s standard rate card aligning to Skills For the Information Age (SFIA) Definitions. 1. Follow 2. Assist X X 500:- Junior Business Analyst/ Developer/Tester X Business Analyst Business Analyst 650:- Developer 500:- Junior Support Technician 500:- Junior Support Technician X 500:- Project Control Officer X X 3. Apply Senior Consultant Consultant Senior Business Analyst 650:- Tester 650:- Tester Business Analyst 650:- Developer 650:- Tester 650:- Support Technician Project Manager Consultant Senior Support Technician 4. Enable 1,000:- Senior Architect Project Manager Senior Consultant 650:- Database Administrator Senior Business Analyst Senior Support Technician 650:- Database Administrator Project Manager Consultant Senior Support Technician Senior Developer 5. Ensure/Advise Project Manager Senior Consultant Senior Tester 1,000:- Senior Architect Senior Business Analyst Senior Support Technician 650:- Database Administrator Project Manager Test Manager Senior Consultant Support Manager STL Technologies Limited Page 16 of 20

17 Strategy & architecture Business change Solution development & implementation Service management Procurement & management support Client interface 1,200:- Delivery Director 1,200:- Delivery Director Development Manager 1,000:- Senior Architect Support Manager 1,200:- Delivery Director 1,200:- Delivery Director 6. Initiate/Influence Senior Business Analyst 7. Set Strategy/Inspire 1,200:- Delivery Director 1,200:- Delivery Director Development Manager 1,000:- Senior Architect Development Manager 1,200:- Delivery Director 1,200:- Delivery Director 1,200:- Delivery Director Standards for Consultancy Day Rate cards Consultant s Working Day 7.5 hours exclusive of travel and lunch. Working Week Monday to Friday excluding national holidays Office Hours - 09:00 17:00 Monday to Friday Travel, Subsistence and Mileage Reasonable expenses payable at cost in accordance with agreed rates. Professional Indemnity Insurance included in day rate. Payment Terms and Conditions This agreement will be subject to STL terms and conditions of contract. 100% of payment will be due within 30 days from date of invoice. Invoice will be issued immediately upon completion. STL Technologies Limited Page 17 of 20

18 STANDARD SERVICE LEVEL AGREEMENT Technical support (incidents) and service requests (consultancy) are managed according to the following service hours and SLAs. Service hours The service desk shall respond to incidents raised by the customer within the service hours of 09:00-17:00, Monday to Friday. If required we can provide support outside of standard service hours. This will be provided under the change control process. Support service procedure When an incident is reported to the STL service desk, depending on the nature of the call, we will respond as follows: Provision of advice by telephone; Liaison with the customer contact to obtain supporting information and to perform remote diagnostic checks. Support service response times STL shall use reasonable endeavours to respond to and resolve a technical support incident within the timescales outlined overleaf. The response is also subject to the monthly limit on support effort. The target times set out overleaf will be counted and will accumulate only during service hours. However, should a critical incident occur at or near the end of service hours, STL will use reasonable endeavours to provide workaround instructions or a correction prior to the commencement of service hours on the next working day. STL Technologies Limited Page 18 of 20

19 In the event that a third party, such as Microsoft, is required to provide support, the incident will be placed on hold pending third party resolution. Priority Definition Target time for initial response Target time for incident resolution (within service hours) 1 Critical Incident 2 Material Incident 3 - Help / guidance Incident 4- Service Request An issue which prevents the customer using SharePoint A fault which causes SharePoint not to operate in accordance with its specification but which does not prevent the customer using the software A request for assistance or guidance with regard to the use of the system A request for an extension or configuration of the system 30 minutes 4 hours 2 hours 16 hours 4 hours 18 hours 3 working days Subject to scale of change STL Technologies Limited Page 19 of 20

20 CUSTOMER OBLIGATIONS Successful delivery of services under this agreement is subject to the following dependencies: There will be a nominated point of liaison from the Customer; Customer approval of the Statement of Work; Provision of a Customer Purchase order for the services to be supplied based on the Statement of Work; Timely access to appropriate business representatives for system testing and sign off and for workshops. STL will not be liable for any delay or deficiency caused by Customer dependencies. STL Technologies Limited Page 20 of 20

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