HYLAND UK OPERATIONS LIMITED

Implementation, migration, training, and support services for OnBase solutions.

Implementation, migration, training and support services for OnBase solutions.

Features

• Passionate team committed to helping realise your full solution potential
• Our goal is to be your advocate; strategies are customer-centric
• Professionals specifically trained and experienced in key functional areas
• Standard project methodology for all project planning and implementation
• Experienced migration and conversion specialists supporting your objectives
• Training and solution documentation delivered as part of implementation
• Online community portal to access resources, user communities and experts
• Self-service and assisted support options
• 24/7 phone access for system down support
• Portfolio of services to support your evolving needs

Benefits

• Team which genuinely cares and wants you to succeed.
• A trusted partner, not just a supplier
• Support from a team which understands your needs
• Flexible, customised delivery, focused on fulfilling customer’s unique needs
• You only commit resources familiar with the legacy system
• Realising ROI and reducing costs
• Learn core skills in a supportive environment, using relevant materials
• Be part of a community, exchange ideas and request enhancements
• Support system designed to meet your business needs
• Expertise when and where you need it

£170.00 to £250.00 a unit an hour

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 governmentcontracts@hyland.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

128650751824769

Contact

Stacey Chapman
+121 639 60261
governmentcontracts@hyland.com

Planning

• Planning service: Yes
• How the planning service works: Hyland offers project planning and implementation services to support deployment of the Hyland OnBase solution.; Hyland uses a standard project methodology for all project planning and implementation. The project methodology is a framework for working with customers to provide a flexible, customized delivery, focused on fulfilling each customer’s unique needs and delivering exceptional satisfaction regardless of the scope of deployment.; Use of the methodology provides a repeatable, consistent approach and common language for the project team to utilise and adapt to each project. It includes best practices, process guides, templates and tools that have evolved and been refined over time, leveraging the experience gained from decades and thousands of past projects in a variety of industries and technical disciplines.; This framework enables our team members to maintain our commitment to be flexible and deliver with a level of superior quality and efficiency. It supports our mentoring and collaborative approach, which builds customer confidence and increases self-sufficiency for future projects and growth. This collaborative partnership is established from the project onset and carried throughout the delivery and completion of the solution.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Hyland offers hosting and software services for OnBase software solutions.

Training

• Training service provided: Yes
• How the training service works: As a part of the implementation, Hyland trains your organisation’s designated system administrators, testers and trainers responsible for educating their user community. Hyland will compose training materials specific to the configured solution for use by your organisation’s designated trainers. The courses will cover in depth all the basic system functions—scanning, storing, retrieving, printing and so on, plus your organisation’s specific application and procedures, which typically varies by department.
• Training is tied to specific services: Yes
• Services the training service works with: OnBase

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Working collaboratively with your organisation, Hyland ensures the migration/conversion plan aligns with your business and technical objectives. Discovery processes clearly identify when legacy systems will be replaced as well as potential constraints on migration/conversion effort.; Your organisation need only commit limited resources. Hyland provides migration/conversion analysts, database engineers, and project managers. This team ensures that conversion planning takes into account concurrent implementation efforts as well. You will have a dedicated conversion Project Manager to drive the project from the beginning discovery stages, to effectively address matters in this complex environment.; Conversion is performed within your environment to minimise data security concerns. This eliminates the need for you to ship your database/content. Before data is migrated, a comprehensive test conversion is performed. Your organisation can verify the success of the conversion routines and content taxonomy early in the process. This helps prevent costly delays and lengthy corrections.; Our staff deliver validation reports accounting for 100% of your legacy content. We report on and reconcile any exceptions—consulting with you on solutions and attempting to reconvert any exceptions.; Hyland offers various conversion service levels - choose what best fits your conversion project’s scope, timeline and budget.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Hyland doesn't utilize third parties except for datacenters
  • Datacenters provide the physical infrastructure including fire suppression, cooling, etc.
  • Hyland owns and manages the infrastructure in each datacenter.
  • Hyland Cloud solutions are hosted in co-located data centers

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Hyland's project implementation methodology defines how projects will be managed including basic project management control processes. In addition to testing the software solution prior to handing off the environment to the customer for end user for testing, Hyland Consultants participate in regular quality assurance checkpoints throughout the project lifecycle.; ; Hyland conducts discovery sessions with the customer and/or end user to review the end user’s current processes and desired future state. The outcome of discovery is a Requirements Document (RD), which outlines the agreed upon solution between the customer and Hyland. We then build the software environment to meet the agreed upon RD. We perform functional testing to verify that the software installed matches the Requirements Document (RD) before handing off to the customer/end user for testing.; ; The workflow implementation methodology includes substantial testing of the solution, to include integration components, in advance of its delivery for customer training and testing. Issues that arise will be handled by the workflow solution developer who designed and implemented the solution.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: Implementation, migration, training, hosting and technical support services for OnBase; ; Hyland offers support services for OnBase in accordance with our master agreement.; ; Hyland Technical Support offers customers two options — self-service support and assisted support — for expanding your Hyland technology knowledge and resolving issues you may experience.; • Self-service support: Hyland Community is a secure environment where customers can access self-service resources and services, such as full product documentation, technical papers, knowledgebase articles and Hyland support policy documents. Hyland Technical Support continually updates these resources with new technical information, aiming to provide immediate answers to common customer questions regarding their implemented solution.; • Assisted support: Technical Support is focused on compressing the time frame from issue inception to resolution while providing a remarkable support service experience.; Hyland support centres are available 24x7 by telephone for emergency production system down support issues.; Support for all other issues is available Monday through Friday, 8:00 AM to 6:00 PM based on a customer’s location, excluding major holidays, and should be reported using Hyland Community.

Service scope

• Service constraints: Hyland offers support services for the OnBase and hosting with the Hyland Cloud in accordance with our master agreement.; We offer additional comprehensive services to support our customers: please refer to our SFIA rate for further details.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided Monday to Friday during standard business hours, and in accordance with the customer agreement. ; Hyland does not guarantee response times; however, support issues that materially impact production use of the system are addressed immediately. Hyland endeavors to identify a workaround whenever a permanent solution to a software error cannot be provided within a reasonable timeframe. The Technical Support analyst assigned to a support case is empowered to determine its impact on a customer’s implemented product per defined Severity Levels, and to obtain immediate attention to the issue as required.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Hyland Technical Support is dedicated to helping maximize the return on your Hyland investment by offering a complete support system designed to meet your business needs. Hyland Technical Support offers multiple self-service and assisted support opportunities to help customers in resolving issues experienced with their implemented Hyland solution.; ; Self-service options include access to a Community portal where customers can self-serve with access to the Knowledge Base, documentation and software downloads. Assisted support opportunities include access to support resources by phone or by submitting cases via the Community portal.; ; Additional support options are also available to customers at additional cost to eligible customers, which include Managed Services, Technical Account Manager and Success Path offerings.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Ernst & Young
• ISO/IEC 27001 accreditation date: 2023
• What the ISO/IEC 27001 doesn’t cover: N/A - all aspects covered
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: June 30, 2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: All aspects covered, available here: https://cloudsecurityalliance.org/star/registry/hyland/services/hyland-cloud
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC 2 and SOC 3 for the OnBase cloud

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Hyland continues to evaluate our approach and initiatives relating to Energy and Environmental Sustainability and Stewardship, to determine opportunities for improvement and enhanced policies, systems, measures, and practices.; As an organization, Hyland will work in stages to achieve environmental neutrality and show corporate responsibility. From an operations standpoint, several Hyland office locations hold environmental credentials, including LEED GOLD Certification and various Energy Star ratings.; Hyland is dedicated to helping our community, and with this dedication, Hyland recognises that it has a responsibility to the environment beyond legal and regulatory requirements. We are committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods. Whether it's how we build our facilities or dispose of waste, or through the vendors we use, Hyland supports practices that intelligently recycle and reuse materials. Preserving resources and logically reducing waste is critical in all parts of our community, and Hyland is proud to support initiatives that contribute to a clean environment.

  Covid-19 recovery

  The future of work is already here. Employees’ demographics, their expectations from their employer and the tools they need for success are drastically different compared to the standard ways of working before COVID-19.; ; One thing is certain: Maintaining the decades-old status quo of paper-based, manual processes means falling behind the needs of 21st-century employees and the citizens they serve. Digital transformation and modernization are key to empowering your agency/enterprise for continued success in a digital-first world.

  Tackling economic inequality

  Hyland understands our corporate responsibility in the community. We are committed and focused on doing all that we can to give back and to help in a way that is both responsible and encouraging.; Financial and In-Kind Donations: Since 2005, the Hyland corporate giving program has made financial, software and in-kind donations to nearly 500 nonprofit and educational organizations. Almost half of these contributions were in response to requests made by employees.; Charitable Events: Hyland coordinates several annual company-wide charitable giving events, giving employees a variety of ways to get involved; Community Engagement: Hyland is privileged by the opportunity to give back to the communities where we live and work. Each year Hyland expands our Community Engagement Program, making a difference through employee engagement, volunteerism and corporate giving.; Employee Engagement & Volunteerism: Hyland encourages employees to pursue and devote time to causes that incite their passion. The success of these programs has everything to do with Hyland’s greatest asset – their employees.; Financial and In-Kind Donations: When it comes to a worthy cause, Hyland puts its money where its mouth is. Hyland has these programs in place to support individual community interests. The company supports employees at the organizations they support through:; • Matching Gifts - Match $1 for $1 employee contributions to nonprofits, up to $250 annually.; • Dollars-For-Doers - Match $250 for every 24 hours volunteered at a community organization; up to $250 annually.; • Leadership Grants - Donations to nonprofits ; Supporting Hyland Employees: Employees are family, and we actively engage in their well-being. Hylanders 4 Hylanders is an employee-funded emergency assistance program providing financial relief to colleagues in need.; Volunteerism with Options: The Hyland Volunteer Time Off (VTO) program empowers employees to take 12 hours of paid VTO per year to use volunteering at nonprofits.

  Equal opportunity

  It is Hyland’s policy to provide for and promote equal employment opportunities for all, without regard to race, color, religion, gender, national origin, age, physical or mental disability, marital status, sexual orientation, political affiliation, veteran status, or status as a member of any other protected group or activity, in accordance with applicable federal, state and local laws. This policy governs all aspects of personnel actions and employment including recruitment, job selection, job assignment, promotion, compensation, discipline, termination and access to benefits and training. Additionally, it is our policy that employees and applicants shall not be subjected to any form of harassment, intimidation, threats, coercion or discrimination under any circumstances whatsoever.; ; Hyland is committed to equal employment opportunity for all qualified job candidates and employees. No job applicant or employee will be discriminated against because of race, gender, age, disability, national origin, veteran status or any other characteristic protected by applicable law.

  Wellbeing

  We understand that true wellness isn’t one-size-fits-all. That’s why we provide diverse tools and resources that inspire employees to bring their best selves to work every day.; Hyland’s wellness programs consider what it means to truly be well, from a wellness center at headquarters staffed with nurse practitioners, to fitness reimbursements, support groups and friendly competitions to nutrition education, mindfulness resources and access to a mental health professional. And nearly all of these benefits are available remotely to our global workforce.; We understand the significance of financial peace of mind. Retirement planning, legal and financial advisors, and insurance offerings are just a few of the tools Hyland provides to help employees get and stay financially secure.; Hyland’s global workforce is encouraged and equipped to find balance with flexible schedules, team events and celebrations, telework options and even a sabbatical program.

Pricing

• Price: £170.00 to £250.00 a unit an hour
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 governmentcontracts@hyland.com. Tell them what format you need. It will help if you say what assistive technology you use.