tlmNexus Ltd

tlmNexus Cloud Support Service

This offers additional services in support of the tlmNexus Cloud G-Cloud 14 Software Services and other services. This covers activities including the planning and execution of set up and migration , testing, training and ongoing support for Cloud Software Services.

Features

• Linked to tlmNexus Cloud Software Services
• Ability to configure services to meet requirements
• Experienced team assist the customer through change programme
• Tailored or additional training to meet customer requirements
• Data migration for existing customer data
• Tailored or additional support through duration of service

Benefits

• Enables data migration thus saving customer resources
• Inclusive service reducing impact on customer time and resources
• High degree of configuration of product/service to meet customer requirements
• If required all configuration and service can be done remotely

£600.00 to £1,700.00 a unit a day

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

Framework

G-Cloud 14

Service ID

178494954828936

Contact

Tony Harris
07765866080
tharris@tlmnexus.com

Planning

• Planning service: Yes
• How the planning service works: Experienced individuals will identify the configuration requirements for tlmNexus services through discussion with the customer. The process for onboarding will be explained identifying any dependencies and customer stakeholder input needed. A plan for onboarding will be agreed tailored as necessary and a release window agreed.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Product training for tlmNexus services. Consists of face to face training, remote training via Skype, Webex or Teams, E-Learning and User Guides
• Training is tied to specific services: Yes
• Services the training service works with:
  • TlmNexus Lot 2 Issue Management
  • TlmNexus Lot 2 Damage and Repair Tracker
  • TlmNexus Lot 2 Capital and Resource Budgeting
  • TlmNexus Lot 2 Fleet Management
  • TlmNexus Lot 2 Operational Feedback
  • TlmNexus Lot 2 Requirements Management
  • TlmNexus Lot 2 Task Management
  • TlmNexus Lot 2 Evidence Document Builder
  • TlmNexus Lot 2 Business Enablers

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We will work with customers to identify the optimal cloud solution and configure the required services with the supplier. If data is involved then with the customers permission we will obtain a data extract, map it and upload into the cloud software service.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We utilise the tlmNexus process and share the results of the assurance and testing for the tlmNexus supplied services

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: We will provide additional support above the standard offered within the Cloud Software Service to meet customer needs on request. Our Service definition document provides more details

Service scope

• Service constraints: Our Cloud Support Service training component is only for use with the tlmNexus Lot 2 Cloud Software services

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ITIL Service Desk Monday-Friday 0830-1700 but can be tailored to meet customer needs. Different response times depending on type of ticket but can be tailored to meet customer needs, but target is for all tickets to have an initial response within an hour.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: The support includes phone, email, ticketing system and periodic on-site support on the customer floorplate. Enhanced levels of support can be provided at additional cost under Lot 3. More detail can be found in our service definition and pricing documentation. The service will be supported by access to a Customer Account Manager, Integration Engineer and Product Trainer.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus
• ISO/IEC 27001 accreditation date: 30/11/2023
• What the ISO/IEC 27001 doesn’t cover: MOD network elements.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Digitisation of customers' manual processes reduces the need to travel to collaborate. Digital records saves both paper and physical storage facilities. As a Company, we have moved to a hybrid way of working to support work life balance, reduce travel and therefore the impact on the environment and amended the office to provide a safe working environment. We have a Cycle to Work scheme and are about to launch a cycling related charity activity to encourage good health and to raise money for our charities.

  Covid-19 recovery

  As we continue to emerge from the Pandemic, we have continued a steady growth. We have a strategic focus to offer permanent contracts to provide our employees with a sense of security. We strongly support development and growth, investing £60k in training for our employees in 2023. We also sponsor personal learning time with an hour paid learning a week. We provide an annual pay rise, and continually review our salaries and benefits provision, increasing and changing them, to ensure we provide financial stability for our employees. Where possible we use local companies to provide services for us, including office services, catering, social events and recruitment. We invest in our employees’ health, recently launching a health cash back plan benefit, mental health app, and regularly take part in activities that support us socially to bind us together as a community.

  Equal opportunity

  We are a signatory to the government Disability Confident scheme and registered as a Disability Confident committed employer. Our recruitment practices are already very inclusive, we accept applications in a variety of formats, we do not tolerate any form of discrimination and we adapt our interview processes as needed. We are continually looking at ways we can revise our attraction campaigns to reach a wide range of applicants. Plus we are currently looking at ways to ensure all our information is in multiple accessible formats. We support our employees with any adjustment that they need. We provide support in the area of mental health. Aligned with Stress Awareness month, we ran a campaign with a different activity every day to encourage proactive action for people to create positive mental health. We strongly support inclusivity and have a supportive culture in tlmNexus defined by a Culture Charter. We have a number of Diversity, Equality and Inclusivity (DEI) activities planned for this year to increase education for employees and create a welcoming environment where people can be their authentic selves. We are a member of the Living Wage Foundation, however we see this as the bare minimum we would even consider. In fact, we have never paid this rate of pay, even for our lowest paid employee, we always look to pay the median rate of the range in the market. We have a Modern Slavery and Human Trafficking Statement and are committed to respecting all human rights. We continually review our policies, procedures and supply chains to ensure we are conducting business in an ethical and transparent manner and in compliance with the Modern Slavery Act.

  Wellbeing

  We have a comprehensive wellbeing strategy that doesn’t just encompass the normal physical and mental health focus, we also include financial and social wellbeing as well. We align our benefits and company activities to the wellbeing strategy. Some examples of our activities are a monthly long campaign of daily exercises to support employees to manage their stress, a pensions awareness day presentation, a financial wellbeing webinar, numerous physical activities such a Christmas card national delivery physical challenge event. Often the physical activities are linked to raising money for our charities. Our colleagues nominate 3 charities a year which we raise money for. As well as the corporate charity events, we encourage our employees support community activities and provide up to 5 days paid leave per year for them.

Pricing

• Price: £600.00 to £1,700.00 a unit a day
• 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 tharris@tlmnexus.com. Tell them what format you need. It will help if you say what assistive technology you use.