G-Cloud Service Definition. Atos SharePoint Development Service

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1 G-Cloud Service Definition Atos SharePoint Development Service

2 SharePoint Development Services SCS A comprehensive electronic document and records management, collaboration or web content management solution in the Cloud. When used with the Atos IL3+ Accredited Secure Cloud Suite, it provides a secure, robust and scalable environment for storing and managing the whole organisation s information. Particularly suited to Government bodies that understand the need for information management and information governance along with the necessary information security classifications (or protective markings) that most are now used to. Atos work with Automated Intelligence a Microsoft Accredited solution provider partner to provide a solution that is able to meet formal Records Management compliance based on MoReq 2010 records management best practice. The Compliance Extender features are fully integrated with SharePoint and offer usability enhancements as well as records management. Atos > SharePoint Development Service Robust and scalable Utilising existing proven SharePoint technology, a truly enterprise solution for managing electronic documents and records can be implemented. Supporting thousands of users and storing millions of documents it is able to meet the most demanding of needs Cost effective implementation Using either an Atos hosting solution or the customer s preferred G-Cloud hosting environment, the service is able to provide a cost effective content management facility that can be accessed by the whole organisation.. Simple to use A key design goal is to ensure that the solution is simple to use and will require the minimum of training for users. Correctly configured, much of the decision making regarding what and how to process information can be hidden from the user making the system intuitive and simple to learn. Proven technology The service is based on using Microsoft s SharePoint 2013 platform. SharePoint is now well proven and used by thousands of companies worldwide. Extensive document management capabilities The developed solution will include all of the features that one would expect from a comprehensive document management platform. Records management compliance The developed solution will also include comprehensive records management capabilities that allows compliance with MoReq2010 and records management best practice. Collaboration If required, the SharePoint Development service can be used to create flexible and highly configurable collaboration solutions. ii

3 Web Content Managemnt SharePoint is capable of delivering web content management intranet or Internet and can be integrated with core document and records management solutions to ensure that web content is managed fully from creation to delivery. What is it? The Atos SharePoint Development Service for G-Cloud, is an opportunity to design, build and deploy a fully-fledged Electronic Document and Records Management solution based on Microsoft s SharePoint platform which is for G-Cloud. The solution will produce an electronic document and records management solution for use, either within the organisation or, potentially, externally facing for collaboration and information management with partners or 3 rd parties. The service that Atos can provide is a full project development service that takes a basic SharePoint platform and configures it to meet the very specific needs of its customers. The solution can include extensive document management capabilities including: Storage and retrieval - add/update and deletion of documents Viewing and, optionally, Microsoft Office integration Outlook integration (optional and subject to additional licensing costs) Document indexing and categorisation (metadata) plus editing of metadata Check-in/Check-out protects the integrity of any document Version control Flexible security/permissions model Flexible information architecture set up and maintenance (classes/folders etc.) Workflow. The solution can also include comprehensive records management capabilities, including: Records classification / File Plan Records declaration Records lock down no changes are possible Records storage repository/archive Retention schedules (Effective start date/retention period/disposal) Disposal processing Records Management Compliance Search/retrieval/view Records Export for TNA (the National Archives) for permanent preservation. iii

4 The solution can also provide facilities which allow web content to be managed and information published for internal or public consumption. Web page templates Content authoring Personalisation Easiliy editable content Workflow Content publication Content scheduling Content retirement Portal development. What makes us unique? Atos has an extremely experienced SharePoint project delivery centre that has extensive experience of delivering compliant records management solutions in a variety of public sector organisations. Atos also has some of the most experienced records management resources in the UK including qualified Records Manager resources. The Atos approach is to fully understand customers requirements for enterprise document and records management from a business perspective and then to work with the customer to implement those requirements as efficiently as possible. The key word here is Enterprise one solution that is available across the enterprise. Each new version of SharePoint has improved on the previous one in its ability to deliver records management but even SharePoint 2013 is not considered to be fully MoReq 2010 compliant. However, SharePoint does provide all of the necessary building blocks to enable companies like Atos to produce fully enterprise solutions. Working with Automated Intelligence means that solutions are able to address any shortcomings with the standard out-the-box SharePoint offering for records management. Atos is also able to delivery more traditional SharePoint solutions for collaboration and web content management. The key component of this service is the provision of an expert SharePoint project team that has the technical knowledge and capability, as well as the business understanding, to implement a comprehensive solution for its customers. Atos works extensively within its Government customers to deliver all manner of innovative solutions and services and, with this service offering, it enables any Government (or indeed private) body to take advantage of the wide range of electronic document and records management and SharePoint specific skills and knowledge it has available. iv

5 Whilst primarily aimed at larger Government organisations that require a full enterprise scale electronic document and records management solution, the service is equally applicable to smaller agencies or local councils. v

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7 Contents 1. Introduction Service Summary How this Product can be used Service overview Introduction Approach Customer Engagement Analysis and Planning Design & Build Test Transition to Operations and Service Desk Set-up Support Service Roadmap Information assurance Backup/restore and disaster recovery On-boarding and off-boarding On-boarding Off-boarding Pricing Service management Service constraints Service levels application management Financial recompense Training Ordering and invoicing process Termination terms By Consumers (i.e. Consumption) By the Supplier (Removal of the G-Cloud Service) Consumer responsibilities Technical requirements vii

8 1. Introduction Atos already provides a unified secure cloud solution based on Microsoft Exchange, Lync and SharePoint. Anytime Communication & Collaboration Cloud (A3C) is flexible and robust, and lets users access any service at any time and from any type of device, while managing appropriate access rights and functionalities. However, we realise that one size doesn t fit all and by making Microsoft software an integral part of a well-designed solution, we can leverage the business value of leading-edge software technology in new and valuable ways. We focus on important things like content and collaboration, workplace services and unified communication. These solutions can be based on-site or in the cloud In conjunction with these solutions, Atos is also able to also provide a fully comprehensive SharePoint Development Service for G-Cloud which can be used with A3C or, indeed, with any other implementation of SharePoint in a Cloud environment such as G-Cloud IV. Microsoft itself offers a SharePoint Online service with Office 365 which is ideal if you just want to take an out-the-box collaboration solution. However, not all requirements can be met using the out-the-box features offered by Office 365. The Atos SharePoint Development Service for G-Cloud is provided by the Atos Enterprise Content Management (ECM) Service Line, delivered by Atos SharePoint specialists, and enables you to have the freedom and confidence to build Electronic Document and Records Management solutions and sophisticated Collaboration solutions beyond that which is provided by Microsoft s Office 365 service. Atos has considerable experience of building a variety of SharePoint based solutions for its customers from standard document and records management through to collaboration and web sites (including intranet, extranet and Internet). 1.1 Service Summary The Atos SharePoint Development Service for G-Cloud is a cradle to grave solution offering, based on Microsoft SharePoint technology, which will allow you to build and implement solutions which cannot be achieved using Office 365 in its standard form. The service includes: ECM Consultancy services; providing guidance and direction, development of Information Management Strategy, Records Management Strategy, and Business Case etc. etc. Business Analysis services; for requirements capture, clarification and confirmation Information Architecture design services; for overall site/solution design and set up of the main information repositories Detailed SharePoint application solution design services; for detailed solution design and configuration options User Experience design services; for wider development of the user interface ensuring a lasting and attractive solution (also for Accessibility compliance) Core SharePoint solution configuration services; for set-up of the core SharePoint solution 1

9 SharePoint customisation services; for enhancements to the standard operation of the SharePoint solution User experience customisation services; for development of the user interface Integration services; for design and development of the integration with legacy solutions and other repository solutions SharePoint solution management services; for support and delivery of an administration service which you are gaining the necessary skills to take on this role Ongoing Application Management support services; for support and ongoing incident/problem management. The main SharePoint Design, Development and Implementation services are delivered as part of a phased project and will ensure that the core requirements for the solution are developed according to a realistic timescale and to ensure fast realisation of the benefits. Atos SharePoint Development Services for G-Cloud provides a full ECM product suite that is configured and customised to a customer s needs. In addition to using SharePoint, for a fully compliant records management solution, we would recommend a set of additional features which are delivered using a SharePoint add-on from a certified Microsoft partner Automated Intelligence. Automated Intelligence Compliance Extender provides the additional necessary functionality to enable a fully compliant and cost effective solution for information governance and records management. It is the first product which enables SharePoint 2010/13 to be compliant based on the internationally recognised standard MoReq In addition it provides a number of usability features to enable you to make best use of the SharePoint platform. The service provides the following key features: G-Cloud, Private Cloud and On-Premise options for deploying the chosen functions. The SharePoint Development Service can be applied with all hosting options thereby giving you flexibility in how you choose to implement the solution Expert knowledge on how best to configure and deploy SharePoint solutions giving confidence that the most complex document and records management, collaboration and web sites can be delivered using a single platform Key resources to allow the solution to be customised and enhanced to meet business needs. 1.2 How this Product can be used The Atos SharePoint Development Service can be used in many ways to meet the demands for a content management based solution. This is because SharePoint is highly configurable and can be deployed in many different ways all with the core underlying architecture to ensure the solution is flexible and robust. SharePoint can be used to meet a customer s detailed requirements including (but not limited to) the following solutions: Document management Records management (in combination with document management) 2

10 Collaboration Extranets (externally facing collaboration) Intranets (web content management) Internets (web content management) Portals. The overall design of the solution will support organisations that want to develop remote working or mobile working. The final solution, once the wider information security implications have been addressed, can provide a platform for collaborative working for employees, businesses, citizens, expert groups and all manner of other organisation types. The solution will be very flexible and secure, and can be used in many different situations. 3

11 2. Service overview 2.1 Introduction Atos SharePoint Development Service for G-Cloud is an offering that will enable customers to fully leverage the out the box capabilities of Microsoft s SharePoint Collaboration Platform and also to meet key business requirements that cannot be met by the provision of the software platform alone. This enables each customer to specify their own requirements for business applications based on the SharePoint platform. Atos has a large amount of experience of working with its existing customers to build and deploy SharePoint based solutions from document and records management to collaboration to intranet and Internet. In order to develop fully compliant Records Management solutions, Atos has partnered with Automated Intelligence and we have recent experience of using this software add-on to SharePoint to deliver successful business solutions to its customers. 2.2 Approach The Atos approach to development of ECM solutions, and one which will work for the SharePoint Development Service for G-Cloud, involves a number of key stages: Customer Engagement Analysis and Planning Design and Build Test Transition to Operations Support. These are described below in more detail. Not every element of every stage of the Atos approach is essential to deliver a successful solution, but it does provide a framework within which the SharePoint Development Service can work Customer Engagement Engagement regarding the implementation of a SharePoint Enterprise Content Management (ECM) system will happen at many levels. The On-boarding activities will be included as part of this phase. Various stages of engagement will occur whenever there are changes required to a system whether it is still in development or already an operational system. The key aim of the engagement with the customer is to ensure that the best options for the customer are considered and also that the changes can be scoped to best meet their business requirements. 4

12 Analysis and Planning Business Requirements As with any development activity, greater accuracy during the planning phase reduces the need for changes later in the project. It is generally accepted that late changes are in the order of 10 times more expensive than the getting it right first time. Atos approach to all projects is to plan comprehensively in order to mitigate risk and avoid its inherent costs. The planning of a SharePoint ECM solution is based on a series of Discovery Workshops with the End Users and Stakeholders in order to take the business requirements and expand and clarify them into a detailed set of documented User Requirements. During this phase there are a number of key outputs: Requirements Catalogue This is a full breakdown of the requirements for the SharePoint ECM solution prioritised according to the strategic vision of the customer and the business benefits achievable. This is often produced by the customer although it is also possible for Atos to work with the Customer to produce the catalogue. Information Management Strategy This is a description of what the customer wants from managing its information which will include a current state position, a future state target position and a mechanism for moving from one state to the other. Proceeding without a clearly defined Information Management Strategy in place can be very risky and we would always recommend ensuring that the desired future state of information management within an organisation is known before implementing a solution such as SharePoint. Solution Analysis Once the Business Requirements are agreed, the analysis process is initiated. This process evaluates the requirements and existing processes and, in conjunction with the various stakeholders, produces a series of specifications that are required by other phases of the solution development and implementation. Outputs from this phase include: Solution Definition Document Type Definition A description of each document type included within the scope of the SharePoint ECM solution including metadata properties, document types, file types, security, lifecycle details and potentially disposal activities (for records management). Information Flows A description of how information (documents) moves through the system. This can cover document capture (ingestion), review and approvals etc. Business Processes Descriptions of various business processes which the ECM system will support. Also, will cover any specific business processes associated with operating the ECM system. 5

13 Environment Specification A description of all of the various environments to be included as part of the ECM system implementation (development, test, training, pre-production and production for example). This exercise will also include an analysis of the throughput and document and processing volumes to ensure that the environments are sized correctly. Once the specification is complete, the set-up of the chosen platform can be configured (this is not within the scope of the SharePoint Development Services for G-Cloud). User Profiles and Security Standards This includes a breakdown of users and user groups and the appropriate security standards and security model that will be applied in setting up the solution. Training Requirements Details of the training requirements of users of the system based on their responsibilities and their existing level of expertise. Acceptance Criteria Details of what will determine a successful delivery of the solution, such that it is formally accepted by the customer. These can range from criteria related to function and ease of use right through to performance and the ability to failover and recover Design & Build Environment Set-up This phase of the project is not directly part of the Atos SharePoint Development Service for G-Cloud. However, dependent on the platform selected to host the developed solution, there may be requirements to install the SharePoint application software and any optional add-on software, such as Automated Intelligence Compliance Extender that may be part of the solution. The next process is the implementation of the specified security model which includes User / Role profiling, data and report access restrictions, functional access restrictions and any other appropriate regulatory restrictions. The final process is the configuration of the solution on the selected platform and the setup of End Users according to their role. At this stage the solution will be available from all desired environments but will include minimal configuration to meet the detailed requirements. Design The Information Architecture provides details of what goes where and when. i.e. where and when content is created, what happens to it and what processes act on that content. The design of the Information Architecture involves working with the End Users to understand the business requirements and to develop a conceptual model. This is undertaken via a number of workshops. The Information Architecture Definition will be produced. This is a description of the design of the solution with regard to the content repository and how this is set-up. It will also include a more detailed description of what happens to the 6

14 content both in terms of how and when it is captured and what happens to it once it is captured. Delivery The delivery of a SharePoint Enterprise Content Management solution is a fairly typical example of the Rapid Application Delivery methodology used elsewhere within the IT industry. It is based on using prototyping and End User feedback to develop quick prototypes to refine the design before committing to the final build. There will be a number of instances of this phase. Users are better able to understand the practical reality of their requirements from using a content management system, rather than discussing it theoretically. It is therefore important that the implementation project team set up and use the SharePoint system as part of the development service. This allows key users to gain valuable understanding of its capabilities, and allows them to make better, more informed decisions. During the Delivery Stage, the System Design Document (SDD) for the SharePoint ECM application will be produced. This is a detailed design for the content management system being implemented. It will include all of the information describing how the system is configured for use by the customer along with details of any custom element developed to meet specific user requirements. Also, following this stage, the actual configured SharePoint ECM solution will be delivered with all of the configurations and developments made. This will be the first stage of providing the system as meeting the business/user requirements. Workflows Workflows are an essential part of any Enterprise Content Management systems and this phase of the implementation is used to align the solution with the new and more structured business processes. The SharePoint Development Service will determine the best tool for use when developing the workflows and will produce the following outputs: Business Rules Definition a definition of the business rules applying to content and processes to be incorporated into the implemented system Business Process Definition a description of the Business Processes supported by the ECM system Workflow Process Definition a technical definition of the workflows to be developed to map to the business processes. Note that a single workflow process may be capable of supporting several business processes (it s not a one-to-one relationship). Testing Utilities As part of the Design and Build stage of the project, various testing utilities will be developed in preparation for the System Test and User Acceptance Testing stages. Based on the Solution Definition and the Acceptance Test criteria, a set of Test Scripts will be produced. Where possible existing automated test utilities can be used and these will be configured as part of setting up the testing utilities phase of the project. 7

15 Test System Test and User Acceptance Test Solution testing simply recreates established best practice and involves two major steps, System Testing and User Acceptance Testing. System Testing is completed by members of the framework development teams and involves the integration and testing of all developed modules. This testing will also include simulation of the UAT. The User Acceptance Testing is completed by the End Users and constitutes the formal acceptance of the proposed solution for use in production. The End Users will use the scripts and benchmarks previously defined to complete this evaluation according to the Acceptance Criteria agreed as part of the Content Management Planning phase. It should be noted that both testing phases will be iterative and therefore, time and resources should be included in the project plan to deal with issue resolution Transition to Operations and Service Desk Set-up Roll-out Roll-out involves supporting the customer in putting the solution into production and the set-up of any ongoing support activities. The scope of this work differs according to the customer s specific requirements, organisational processes and restrictions and their strategy for ongoing support. Service Desk Set-up As part of the planning for deployment of the developed system, a suitable support environment will be set-up. The support environment could include: Support Helpdesk Applications Management Service Support Once deployed, and with the desired Support Environment in place, the solution will move into the Support stage. Once in support, updates (changes/enhancements) can be made through Change Requests which will be handled via an agreed Change Request process. This process will involve re-engagement with the business/user representatives of the customer and a costed Impact Assessment will be produced. Once agreed, the Change Request will follow a similar process to the initial implementation but only the elements requiring change will be updated and the corresponding outputs produced. The support phase will likely place the solution under an agreed Service Management regime and various SLAs will be agreed and will be monitored throughout the lifetime of the solution. 8

16 2.3 Service Roadmap Because this Atos SharePoint Development Service for G-Cloud is not a product based service, the roadmap for developing and improving the final delivered solution is at the discretion of the customer. 9

17 3. Information assurance This section details the Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information. Any cloud based service is available at IL0 there are no accreditation requirements for this. Dependent on the hosting environment utilised, it is possible to build solutions which can be accredited up to and including IL3. Atos has considerable experience of providing services at different levels of assurance. Atos currently has a number of products on G-Cloud that have received Pan Government Accreditation (PGA). Details can be found on the Cabinet Office website at: These services include: Atos IL3 Platform as a Service Atos High Performance Security. Deploying a SharePoint solution, however, may also need to provide software to manage user access to information at the various information security classifications (Protective Markings) for content stored. For Atos developed SharePoint solutions this is provided by Automated Intelligence s Compliance Extender product). Note: Security accreditation is not part of the service offered by Atos SharePoint Development Service for G-Cloud IV but the solution developed and the chosen hosting environment should enable solutions to be delivered at UK CESG Impact Levels 0, 1, 2 and 3. If higher level information Impact Levels are part of the requirements (i.e. IL1, IL2 or IL3), it is important that you choose the most appropriate hosting service to ensure compliance at the appropriate level. In general, the following hosting guidelines should be taken into account: Impact Level 0 Data centres anywhere Impact Level ½ Data centres in Europe. It is helpful if the primary data centre is in the UK Impact Level 3 Primary and DR data centres must be in the UK. 10

18 4. Backup/restore and disaster recovery Not applicable to this service. 11

19 5. On-boarding and off-boarding This section describes the scope service for on-boarding and off-boarding services provided, describing the processes involved and respective responsibilities. 5.1 On-boarding As part of the initiation Customer Engagement phase, we will arrange a series of workshops with you to ensure that we are clear on the scope of the engagement. We can also, if required, set up a collaboration portal (or we can use one belonging to a customer if preferred) so that we may exchange information and track progress throughout the engagement. 5.2 Off-boarding As part of the Transition to Operations phase, we can, if required, include a handover plan in order to transition Atos learning and best equip the customer team to take on the administration and support of the delivered solution. This phase will, if an ongoing support service is required, plan and execute a handover to the business as usual Service Desk (for incident handling) and SharePoint/ECM support team (for application problems). 12

20 6. Pricing The precise charges for a SharePoint Development Service for G-Cloud is impossible to quantify without a full understanding of the scope, complexity and functionality required. Once this information is available, the charges for the service can be calculated based on the rate table shown below. Rate Table: The following table of rates will be used to calculate the overall cost of the project delivered by the Atos SharePoint Development Service. Note a range of rates for each role is provided. The actual rate will be dependent on the experience and/or availability of any particular resource. a) Role b) Category & Levels c) SFIA Rate Project Manager Procurement & Management Support 5 or 6 ECM Business Analyst Strategy & Architecture 5 7 SharePoint Architect SharePoint Developer User Experience Designer User Experience Developer Solution Development & Implementation Solution Development & Implementation Solution Development & Implementation Solution Development & Implementation 5 or 6 4 or 5 5 or 6 4 or 5 SharePoint Infrastructure Consultant Solution Development & Implementation 3 or4 Active Directory Consultant CLAS Consultant Additional Charges: Solution Development & Implementation Solution Development & Implementation 3 or4 6 Item (Software/Service) OTC Charge/ user/ annum Comments Automated Intelligence Compliance Extender (Software) Minimum contract term 12 months. n/a users n/a ,000 users n/a ,001 2,500 users 13

21 Item (Software/Service) OTC Charge/ user/ annum Comments n/a ,501 5,000 users n/a ,001 10,000 users n/a > 10,000 users SharePoint Application Support (Service) 2,237 One time set-up cost not related to number of users. Minimum contract term 12 months. Pricing based on basic support requirements 09:00 17:30 (see Section 9 - Service Levels 38,644 Up to 500 users 47, ,000 users 81,315 1,001 2,500 users 104,832 2,500 5,000 users 182,792 5,001 10,000 users Please contact Atos > 10,000 users Service Desk Provision TBC TBC Please call for details Note: Enhanced support options (including 24*7) are available. Enhanced Application Management services can be provided by the Atos Application Management product also available on G-Cloud. 14

22 7. Service management As part of the ongoing support service for the solution once it s been delivered into production, Atos are able to offer a Service Desk for handling and initial triaging of any calls for problems experienced. Issue Management and Resolution Atos operates an ISO9001 accredited issue management and resolution process. In the majority of cases, the initial contact point for any users to report a problem would be a customer s internal help desk or support team. This approach means that users have one point of contact for all problems. For example, if a user cannot connect to a system, it could be a problem with their desktop, laptop, the system they are accessing, their internet connection etc. Once the customer s help desk or support team has ascertained that a problem is potentially related to the SharePoint solution delivered by this service, the helpdesk should raise the issue with the Atos Service Desk by contacting them by or telephone (the address and telephone number to use for this will be provided before the solution is transitioned into live operations). Atos will log the call and track it through to resolution. Please see the section below that describes the service levels for the Application Support Service. If the issue lies with a component not directly provided by Atos (but within the scope of the service provided), then we will engage the supplier of that component on a customer s behalf to get a resolution to the problem. If we think the resolution lies within the components that you are responsible for, we will let you know and support you in resolving the problem. Note: the charges for provision of a Service Desk (Help Desk) for the SharePoint solution delivered by the Atos SharePoint Development Service for G-Cloud were not available it the time this document was submitted. Please contact for details. 15

23 8. Service constraints The Atos SharePoint Development Service for G-Cloud is intended as a supplementary offering to the provision of a suitable hosting infrastructure. The provision of that infrastructure is outside the scope of this particular offering. Atos currently has a number of products on G-Cloud that can be used in conjunction with the Atos SharePoint Development Service for G-Cloud. For infrastructure provision there is: Atos IL3 Platform as a Service (IL3+ Secure Hosting). Also, there are several other services that can be used alongside the SharePoint Development Service offering. These include: Atos Total Real-time Security Monitoring and Management Atos Architecture Consulting. 16

24 9. Service levels application management Support Hours The following support hours are provided as part of the services detailed above: Standard Working Hours/Days Monday to Friday 09:00 to 17:30 excluding public holidays. Availability Target service availability is 99.9% Incident Classification The following table defines the incident classification. Priority Level Impact Description Result Reporting Requirement P1 Critical System Down The Service cannot operate due to failure of the Atos provided SharePoint software in the Production environment. For P1 incidents the Atos will provide an incident summary report within one working day P2 Serious Major Disruption P3 Minor Minor Disruption P4 Low Question / Request for Information / Administration Queries The main software function of the Service operates but is disrupted (i.e. has an impact on the end result of the software) due to failure of the Atos SharePoint software component. The main software function of the Service is disrupted, but the disruption is minor (i.e. has no immediate impact on the end result of the software) or disruption can be covered immediately by a workaround. Question / Request for Information / Administration Queries. For P2 incidents the Atos will provide an incident summary report within two working days Incident summary report at next Service Review meeting Incident summary report at next Service Review meeting 17

25 Target Resolution Times The following target resolution times shall apply for incidents: Priority Level Atos update to customer Time to restore service or find workaround solution P1 4 Working Hours 16 Working Hours P2 8 Working Hours 32 Working Hours P3 8 Working Hours Next available monthly release P4 8 Working Hours 25 Standard Working Days Atos will use reasonable endeavours to meet the above service levels. 18

26 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. 19

27 11. Training No end user training is included in the scope of the SharePoint Development Service for G-Cloud. Some level of guidance for end users will be included within the on-boarding process and during the design and development stages. If required, a comprehensive user guide can be included as one of the deliverables and this will be costed into the project at the appropriate rates. If required, additional training can be provided at the rates defined in the Atos Skills for the Information Age (SFIA) rate card that was submitted as part of the Atosr G-Cloud submission. Please get in touch for details 20

28 12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the address 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: 21

29 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. 22

30 14. Consumer responsibilities The customer will need to provide input into the SharePoint Development Service by ensuring that their representatives have the knowledge and understanding of what solution they need. The likely roles that the customer will be expected to involve in the development process are as follows: Departmental Records Officer Records Manager Information Management Lead Information Assurance Information Governance Electronic Content Management (ECM) Lead Collaboration/New Ways of Working Lead Technical Design Authority Training Communications. User (consumer) responsibilities can be defined as part of the development process and the Transition into Operations stage. Also, unless a separate Atos Administration Support Service has been agreed, it will be necessary for System Administrators to take on the day to day management of the final delivered solution including any monitoring of use that you feel is necessary. The customer will also be responsible for any infrastructure and services that connect to the SharePoint instance, for example VPN infrastructure, networks etc. 23

31 15. Technical requirements The Technical Requirements of the Atos SharePoint Development Service for G- Cloud are primarily the provision of suitable infrastructure platforms to enable the desired solutions to be developed and tested and then rolled-out into User Acceptance Testing, pre-production and, finally, into production. As part of the Environment Specification phase of the project (see Section ), the detailed technical requirements for the various platforms will be specified. These specifications will need to be used to set-up and implement the necessary infrastructure. Non-production infrastructure services can be supplied by Atos but these do not need to be part of G-Cloud nor do they need to operate at the same Impact Level as the production solution. Please contact for more details. 24

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