Service Definition. CoreGov Office365 Migration Professional Services

Transcription

1 Service Definition CoreGov Office365 Migration Professional Services

2 Transforming business through technology Document Control Document Ref: CORE/G-CLOUD/PSO365M Document Version: 1.0 Document Owner: Document Author: Core Technology Systems UK Lloyd Carnie Document Issue Date: 01/10/2015 Change Record Date Author Version Reference 1/10/2015 Lloyd Carnie 1.0 Released Copyright 2015 CORE TECHNOLOGY SYSTEMS (U.K.) LIMITED All rights reserved. This document or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of CORE TECHNOLOGY SYSTEMS (U.K.) LIMITED. 1 ALIE STREET LONDON E1 8DE Company No core.co.uk Page 1

3 Transforming business through technology Table of Contents Document Control... 1 Change Record Service Definition Service Overview About Core Information Assurance On-boarding Pricing Service Management Ordering Invoicing Termination terms Consumer Responsibilities Data storage and processing locations Service models Change management... 6 core.co.uk Page 2

4 1 Service Definition 1.1 Service Overview Core have migrated over 100,000 mailboxes to Office365 via hybrid and managed migrations. Using this deep experience we ll move your users to Office365 in the fastest and smoothest way possible so they are using the full service and you get the fastest return on your investment in the platform. We have migration methodologies the work via either an Exchange Hybrid for those who require longer term coexistence during a longer migration process. For smaller organisations we recommend a pilot phase followed by a faster cutover migration using 3 rd party toolsets that take the complexity away from the environment and away from the user. These style migrations get you onto the platform faster meaning you can remove the legacy environment, remove the complexity from your on premise systems and get your consumption of Office365 higher, faster. The key features of our migration services are: Skills and experience from migrating over 100,000 mailboxes into Exchange Online. One of the longest established SharePoint teams in the UK means your SharePoint Online experience can be more than just an intranet for users. Established migration methodologies for hybrid and cut over migrations than we tweak per client to deliver the best user migration experience. Experience of working in on premise, hosted or cloud based source environments to migrate to Office365. We can migrate from any source system, from Exchange 2003/07/10/13/16, Lotus Notes, GroupWise, iplanet, PST etc. We can migrate PST files into mailboxes or direct to archive. We can user home drive files to OneDrive for Business. We can migrate Public Folders as is or convert to Shared Mailboxes during the migration phase. We offer ongoing Office365 support from our 24x7 managed service department. The key benefits of using our migration services are: By migrating users faster you get better consumption of your Office365 investment. We deliver a smoother user experiences during the migration which means perception and uptake of Office365 features is better. We offer drop in Skype sessions so your end-users get trained on Office365 so they really take advantage of new features in the new Office products. So they aren t just doing things the way they always have, they can find and user the new efficiencies in Office Pro Plus. We will walk your project manager through the migration process as we ve done hundreds of these and most people will only have done one or two in their career. 1.2 About Core Over the last 25 years, Core have been delivering technology consultancy to a range of industries, offering services around the entire Cloud platform. Working with both public and private sector organisations to solve business problems, reduce costs, increase efficiency and achieve their organisational objectives. core.co.uk Page 3

5 We provide consultancy, development and managed services for Microsoft Dynamics CRM, Microsoft SharePoint, Microsoft Exchange, Windows Server, AD and Microsoft s range of online services including but not limited to Office 365, Enterprise Mobility Suite (EMS), Widows Azure and Windows Intune. 1.1 Why Core? Core are one of the UK s leading Microsoft Gold Partners. We can deliver solutions across Microsoft s full suite of cloud productivity and cloud infrastructure tools (Enterprise Cloud Suite), something which is virtually unique in the Microsoft arena. We can help you with all your IT needs from device supply, set up and support, identity and access management with hosting options to suit you; whether in the cloud or with a hybrid model combining the best of the Cloud whilst retaining some on premise solutions. We have established deep expertise working with Government organisations, having been listed on the G- Cloud since its conception in February We are fast becoming the go to technology solutions provider for central and local Government as well as the wider public sector. We have one of the UK s longest standing SharePoint teams, helping businesses implement online collaborative working and information management processes. Alongside them are some of the UK s best CRM expertise headed up by David Jennaway, the first of just six recognised Most Valued Professionals in CRM technology. Core's Cloud and Infrastructure project team have migrated over 100,000 seats of Exchange, Lotus Notes and GroupWise to Office 365 and Azure IaaS and PaaS solutions, whilst still maintaining a focus on delivering highly available on premise Exchange and Active Directory design and implementation. Core staff have been engaged on some of the UKs largest Active Directory/Exchange/Windows Server and Desktop rollouts and have a high calibre Professional Services team dedicated to Quest/Dell migration solutions for Greenfield mergers, acquisitions and divestures. 1.3 Information Assurance Core operate their documentation sets to ISO 9001 standards and all delivery is done via the PRINCE2 methodology for professional service. 1.4 On-boarding Core run all of our Government projects using the Prince II methodology. Our phased approach to consultancy projects consist of the following phases: Project Initiation Phase o This is a discovery and assessment period that is designed to envision the senior management and senior technical resource of the future deployment options and limitations. o Pre-engagement workshop to cover off business requirements and to run technical staff through the functional to technology mappings. o High level discovery of the legacy environment to identify all business and technical requirements. o Discuss contents of deployment Work Package and amend as required. o Creation and approval of Client requirements and prerequisites document o Take any necessary environment exports for use during the Architectural Design Phase. core.co.uk Page 4

6 o Phase end conference call to verify discovery information, discuss and sign off PIP documents. Architectural Design Phase o Creation of system design document, covering: Describes solution to be deployed, high level architecture diagrams and recommendations. Describes software/hardware, service account/port/access right requirements. Solution Deployment and Testing Phase o During the Solution Deployment Phase (SDP), Core will take the details collected during the ADP phase to deploy the solution into production or POC/pre-production if this is available at client site. Core will create configuration guides at this stage only (not installation guides) that are specific to the client s environment. Initial testing with test accounts only will take place during this phase. o Deploy solution o Write any deployment guides required by the client o Test the solution Pilot/UAT o This phase can run for any number of days/weeks and involves an iterative approach of User Acceptance testing. It is not uncommon to find unusual situations that are specific to the client that only appear during this phase. Core expect to cover some of this onsite and some of it remote when an UAT issue is raised to Core. In order to complete UAT successfully we expect the client to provide a list of UAT checks that they will perform in order to sign-off the UAT phase. o Post Analysis and review of pilot users/sections/departments. o Loop issues back into SDP and complete testing until satisfied all issues are resolved. o Conduct pilot analysis and review o UAT/Migration Analysis and Review (1 hour meeting) o Review and agree product item acceptance/removal o Acceptance and sign off of the Pilot/UAT phase o Handover to client Post UAT o Final review of system. o Implement any last moment changes and update documentation. Migration o Core managed migration or customer run migration o Migration support available from Core Post Migration clean-up o Remove legacy systems from on premise o Build out an required management consoles or relays 1.5 Pricing All consultancy services are based on pricing shows in the standard SFIA rate card. Please contact the Core sales team for a custom service quote. core.co.uk Page 5

7 1.6 Service Management Professional Service engagements are done under a time and materials format normally, though certain types of work can be agreed as fixed price where the scope is able to be defined clearly. All PSO engagements have a project coordinator from Core assigned to assist in the project kickoff and scheduling of resources. Core can provide full PRINCE2 project management at an additional cost. 1.7 Ordering All of Core s G-Cloud services can be ordered by contacting your Account Manager or any member of the Sales team on , ing [email protected] or using the contact form on For G-Cloud orders please go to the search for CoreGov to browse available services. 1.8 Invoicing Unless otherwise agreed in writing, all Consultancy Services are exclusive of expenses and work shall be invoiced monthly based on the work delivered in the preceding month. Expenses will be invoiced at the end of each calendar month in which they are incurred. All undisputed invoices are payable within thirty days from the date of invoice. Should you fail to pay within these terms, we reserve the right to suspend the provision of the Consultancy Service. In accordance to our statutory right to interest under the Late Payment of Commercial Debts (Interest) Act 1998, we may, without prejudice to any other rights and remedies at its option, charge interest on any undisputed payments which have not been made within 30 (thirty) days of the invoice date at 4% (four per cent) above the Bank of England Base Rate. All charges quoted in this Agreement exclude VAT, which will be chargeable at the then prevailing rate. 1.9 Termination terms All terms for consultancy are outlined in the Terms and Conditions document attached to this lot Consumer Responsibilities It is the responsibility of the client to ensure the systems are used in a proper fashion, in accordance with English Law, the specified terms and conditions of service plus any procedures governing access and usage policies laid down by their organisation. Core will apply data access and other server security policies as mandated by the client for use of the service; these are defined and set up as part of the service initiation. If the client cannot provide these the cost of setting these up will be charged as part of the consultancy Data storage and processing locations All data relating to customer engagements is stored in Core s SharePoint Online tenant which is based in Microsoft Office 365 in Dublin and Amsterdam and is subject to EU safe harbour. All staff for Infrastructure and Cloud services are based in the UK Service models This service definition sits under the Specialist Cloud Services lot on G-Cloud Change management As the engagement will be project managed from end-to-end, any changes in scope or requirement will be put into a Project Variance Form (PVF) and supplied to the client for additional purchase order coverage before being added to the delivery scope. core.co.uk Page 6