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Cognizant Worldwide Limited

Cognizant CRM Maintenance and Support Services

CRM Maintenance and Support services are part of Cognizant Enterprise Application Services. Providing round the clock L2 and L3 support for CRM solutions across global geographies coupled with our application value maintenance continuous improvement approach. Can be augmented with application enhancements and delivered through a traditional or DevOpps approach.

Features

  • Process based defined Knowledge Acquisition and Knowledge transfer methodology
  • SLA driven defined support model implementation
  • Continuous process, solution and productivity improvement approach
  • Agreed year on year service price reduction linked to improvement
  • Time zone coverage across the world for 24*7 service
  • Local language support delivered on site or remotely

Benefits

  • Seemless risk free service transition with zero business disruption
  • Complete visibility and control over support process
  • Shared milestones for tracking progress and measuring benefits realisation
  • SLA time bound support for quicker resolution and increased satisfaction
  • Reduced maintenance costs year on year with agreed percentage savings
  • Round the clock support giving faster resolution and increased satisfaction
  • Process and solution optimisation built into the service

Pricing

£415 to £1,550 a unit a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at inquiryPSandHealth@cognizant.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

1 1 6 5 0 6 3 8 6 1 2 7 6 6 9

Contact

Cognizant Worldwide Limited Frank Mcdade
Telephone: +44 (0) 7711 588 127
Email: inquiryPSandHealth@cognizant.com

Planning

Planning service
Yes
How the planning service works
This service enables an organisation to transition on going maintenance and support services for CRM solutions to Cognizant. The service has a defined service transition approach to identify the services Client's require, fit to services provided in house, by third parties and vendors and service transition priorities and timescales. It defines the knowledge acquisition approach from solution implementer or current service provider together with knowledge transfer from Cognizant at the end of a service.
Additionally the service can provide planning services to support the business case for continuous improvement and enhancements alongside maintenance and support services.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • CRM
  • Salesforce.com
  • Microsoft Dynamics 365
  • Siebel
  • Oracle

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • GBEST
  • CREST
  • Tigerscheme
  • Cyber Scheme
  • Other
Other security testing certifications
Certified Ethical Hacker (CEH)

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Cognizant provide L2 and L3 support for CRM software provided by the leading third party organisations. We work with Clients to ensure their L1 (Help Desk) service is aligned to our L2 and L3 application maintenance and support service. We work with Clients and third party organisations to ensure our L2 and L3 support is aligned to the third party's L4 product support, as defined within the software licence agreements in place between the Client and third party organisation. Cognizant lead the planning and delivery of cloud based support services and the co-ordination between Client and third party organisations.

Service scope

Service constraints
None.

User support

Email or online ticketing support
Email or online ticketing
Support response times
To be set out within the agreed SLAs.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
Basic testing
Support levels
We provide L2 and L3 support. The service is based on daily rates according to our SFIA rate card. We will work with the purchasing organisation to agree the scope of the services and provide via either a T&M or fixed price to cover this scope.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
DNV Business Assurance
ISO/IEC 27001 accreditation date
02/07/2021
What the ISO/IEC 27001 doesn’t cover
Certain locations of Cognizant are not in scope of the certification
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
ISO 22301 – Business Continuity Management System

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

OUR SOCIAL VALUE COMMITMENT
We support and deliver across all identified areas of Social Value. We have provided the below as an example for Fighting Climate Change.
Our Social Value typically has two components:
1-Reducing the greenhouse gas emissions of clients’ in house software development/support teams.
2-Training technical teams in ways of working that reduce GHG emissions.
Below is dependent on the size/scope/length of the engagement:
ACTIONS WE WILL UNDERTAKE
• We typically start with a one-day workshop to 1) Define what sustainability is in terms of software development/support. 2) Agree what can be measured, monitored and improved. 3) Produce a comprehensive Social Value Plan outlining our actions.
• We use Cognizant's Carbon Footprint Calculator to measure and report on the IT team’s baseline emissions, using energy as a proxy. This data drives action planning and progress tracking.
• If appropriate, our specialists conduct in-depth assessments of existing services/ways of working and identify areas where environmental impacts can be reduced. This process aligns with the Greenhouse Gas Protocol Product Standard and ISO/IEC 21030 standards for software measurement. We will assess ideas such as 1) cloud migration (eg optimised scalability). 2) Cloud native design (eg microservices and containers). 3) Green software design (eg code that minimises resource usage)
• If appropriate, we host workshops to discuss findings and agree changes in ways-of-working.
SUSTAINABILITY PRINCIPLES
We typically run sprints to test changes and measure improvements. We agree ways to integrate these techniques into business as usual.
EMBEDDING THE PRINCIPLES
We train client’s staff in the new ways of working by a blend of joint working, training sessions, and an on-line Sustainability Guide which will cover best practices for sustainable design, development, and operations. We periodically meet with the client to encourage continuous improvement through a blend of refresh training and challenge.

Pricing

Price
£415 to £1,550 a unit a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at inquiryPSandHealth@cognizant.com. Tell them what format you need. It will help if you say what assistive technology you use.