Support Revolution Limited

Support Revolution: Third (3rd) Party Software Support & Maintenance (3PS) for SAP Business Objects

Independent third-party software support and maintenance for SAP Business Objects with savings of up to 90%. No forced upgrades, no de-support dates. Local and Central Government reference sites in the UK.

Features

  • Independent third-party software support and maintenance for Business Objects software
  • Savings of up to 90%
  • Legislative and Regulatory patches included, written by our team
  • No forced upgrades, No de-support dates
  • Supporting your current system for as long as you wish
  • UK based support team
  • Onsite support as required
  • Support team are SC security cleared as a minimum
  • 24/7 support
  • Support for customisation

Benefits

  • Save between 50% and 90% on what you currently pay
  • Detailed SLA with Service Credits for non-performance
  • Fixed >99% of incidents within SLA in last 12 months

Pricing

£1,000 a unit

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

Framework

G-Cloud 13

Service ID

1 7 1 5 9 9 8 3 4 0 5 9 3 1 0

Contact

Support Revolution Limited Support Revolution
Telephone: 01635 86 86 87
Email: info@supportrevolution.com

Planning

Planning service
Yes
How the planning service works
Our planning services cover the key areas of understanding your requirements, analysing your requirements and designing a solution. A key part of our planning includes understanding the infrastructure and architecture design requirements. We will provide a questionnaire to help guide the buyers through this process, so that we understand the requirements. We will also conduct workshops to assist with this, so that we can provide recommendations on best practice. We will also ensure that we understand how the system is going to be used, so that we can advise on how the system can be enhanced or amended, to meet specific requirements.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Amazon Web Services (AWS)
  • Microsoft Azure

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
A key part of our planning includes understanding the infrastructure and architecture design requirements. We will provide a questionnaire to help guide the buyers through this process, so that we understand the requirements. We will also conduct workshops to assist with this, so that we can provide recommendations on best practice. We will also ensure that we understand how the system is going to be used, so that we can advise on how the system can be enhanced or amended, to meet specific requirements. We will provide a project plan, which will cover preparation tasks, the number of iterations for migration and the tasks involved. The tasks will cover the infrastructure area, as well as integration to external systems. We will conduct unit testing as part of the migration and the buyers will conduct user testing.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Amazon Web Services (AWS)
  • Microsoft Azure

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We are an ISO9001 registered organisation and in order to maintain this accreditation, our processes include quality assurance. We help buyers with quality assurance by ensuring that all of our work that is delivered has passed a peer review, as a minimum. As the complexity of the work increases and the impact to other processes, then we also include a number of management reviews, before a solution is implemented. We help buyers with performance testing, by providing test scripts to ensure that the coverage of the testing is understood. We also provide a number of tools to conduct the performance testing

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services
  • Other
Other security services
Trend Micro Deep Security for all Oracle versions

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Support is provided by our support team based in Berkshire, and we work with a number of cloud hosting providers including Amazon Web Services and Microsoft Azure. We provide Oracle and SAP application and database support to users on these hosting providers. In addition, we also provide Oracle and SAP database support to users who have their systems in data centers hosted by other third party SI's.

Service scope

Service constraints
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is provided 8am to 6pm, 24/7 options are available.

Full SLA as follows:
Priority 1 - Target Response Time 15 minutes, Target Resolution Time 2 hours
Priority 2 - Target Response Time 1 hour, Target Resolution Time 4 hours
Priority 3 - Target Response Time 4 hours, Target Resolution Time 3 days
Priority 4- Target Response Time 8 hours, Target Resolution Time 5 days
Priority 5 - Target Response Time 3 days, Target Resolution Time 10 days
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
No
Support levels
All support levels are included within the core service at no additional cost. Support is 24x7. The service includes a Technical Account Manager and monthly reports of our performance, and a Customer Account Manager that has a quarterly review with the customer to ensure that the quality of our service meets expectations.

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
QAS International
ISO/IEC 27001 accreditation date
14/04/2022
What the ISO/IEC 27001 doesn’t cover
Anything that is not Oracle and SAP
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Fighting climate change

Fighting climate change

Support Revolution Ltd considers respect for the environment an important business responsibility and encourages all employees to take an interest in the protection of the environment.

Support Revolution will ensure that the company complies with appropriate legislation & regulations, will identify & evaluate environmental effects associated with infrastructure & supply of Oracle & SAP consultancy, instillation, and support in order to control and reduce any environmental impact.

Ensure the responsible use of natural resources and the minimalization of waste and energy consumption.

Implement the training of employees to ensure that they are environmentally aware and that neither they, the community nor the environment are exposed to harm as a result of Support Revolution operations.

Support Revolution Ltd is committed to the continual improvement of its performance by the monitoring of environmental issues and through involvement with customers, suppliers, regulatory authorities and the community.
Covid-19 recovery

Covid-19 recovery

This company policy includes the measures we are actively taking to mitigate the spread of coronavirus. You are kindly requested to follow these rules diligently, to sustain a healthy and safe workplace in this unique environment. It is important that we all respond responsibly and transparently to these health precautions. This policy will remain in force until further notice and is susceptible to changes with the introduction of additional governmental guidelines. If so, we will update you as soon as possible by email. This policy will be kept under review to ensure that a safe place of work is maintained at all times.
Equal opportunity

Equal opportunity

The Company is an equal opportunities employer and it is committed to treating all of its employees and job applicants equally.

It is the policy of the Company to take all reasonable steps to employ and promote employees on the basis of their abilities and qualifications without regard to race, religion, colour, sex, age, national origin, disability or sexual orientation. The Company will appoint, train, develop and promote on the basis of merit and ability alone.

Employees have a duty to co-operate with the Company to ensure that this policy is effective to ensure equal opportunities and to prevent discrimination. Action under the Company’s disciplinary procedure will be taken against any employee who is found to have committed an act of improper discrimination. Serious breaches of the equal opportunities policy will be treated as a gross misconduct and could render the employee liable to summary dismissal.

Employees must not harass or intimidate other employees on the grounds of race, religion, colour, sex, age, national origin, disability or sexual orientation. Such behaviour will be treated as gross misconduct in accordance with the Company’s disciplinary procedure.

Employees should draw the attention of their line manager to suspected discriminatory acts or practices. Employees must not victimise or retaliate against an employee who has made allegations or complaints of sex or racial discrimination, or discrimination on the grounds of disability or sexual orientation or provide information about such discrimination. Such behaviour will be treated as gross misconduct in accordance with the Company’s disciplinary procedure. Employees should support colleagues who suffer such treatment and are making a complaint.

Pricing

Price
£1,000 a unit
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 info@supportrevolution.com. Tell them what format you need. It will help if you say what assistive technology you use.