Unit4 Enterprise Resource Planning

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: Support in line with SLA's contained within the service definition document.
System requirements: Fully Managed Cloud Service

User support

Email or online ticketing support: Email or online ticketing
Support response times: As per response times in our SLA within our Service Description Document

User can manage status and priority of support tickets
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: 9 to 5 (UK time), 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Unit4 Customer Support is the single point of contact for all Service issues regardless of type of issue. Unit4 Support and Operations activities: • Deploy solution updates. • Management and maintenance of all infrastructure. • Network connectivity of Unit4 SaaS to public internet. • Back-up and disaster recovery. • Security of application operating environment and infrastructure. • Monitoring of application and infrastructure. • Performance tuning. • Trouble-shooting and resolving issues, both customer-initiated and those raised by monitoring alerts. • Database copy between environments upon request, e.g. Production to Preview. Unit4 provided a Fully Managed ERP Solution hosted as a SaaS Service on the Microsoft Azure Cloud. Incident logging and escalation for Unit4 Cloud is carried out through the Unit4 UK service desk and can be done via telephone (9am – 5pm) email or customer support portal both of which are available 24 hours per day. Incidents will be logged by the customer suitable trained named individuals who will set a priority based upon system and business variables. Once logged unit 4 will progress these to resolution within the target response and resolution times for the given SLA. An Account Manager is provided for all Unit4 Customers
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Training can be provided as a mix of “Train the Trainer” and eLearning techniques. Unit4 will ensure a customer’s super users are provided with sufficient training to be able to conduct a detailed User Acceptance Testing session, and have a through understanding of all aspects of the solution including the relevant knowledge for creating user defined reports. The Unit4 training will also ensure that customers have sufficient capabilities to support their own System Administration going forward into and beyond Go-live. This training will be a combination of hands on and classroom/elearning training for project team. There is also functionality with in the product to assist in supporting end users such as the Knowly experience pack which allows both Super users and Individuals to make notes on tasks and actions on specific screens. System documentation is supplied in pdf format in line with government open document standards.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: Upon final exit Unit4 will export the final copy of the Production Database to a Unit4 controlled Azure storage location. The export will be in a format usable with the latest version of Microsoft SQL Server. Customers can manually download this export from this location. Unit 4 will maintain a secure read only copy of the Autorities production environemtn including database for a period on 1 month post exit, this copy will then be deleted unless the Authority informs Unit4 otherwise. Customer responsibilities for this additional service offering include: • Customer access responsibility – control who has permission to download the export • Ensuring data privacy during and after download • Establishing, monitoring and managing the download process • Restoring or importing the export once downloaded • Licensing, operating and installing in the customer’s IT infrastructure any applications that will be used in the retrieval process and subsequent use of the export.
End-of-contract process: Upon any termination of the Agreement Unit4 shall, provided that it has received a request in writing from the Customer no less than 3 months prior to the scheduled termination date, continue to provide the Software Service to Customer under the same terms for a transitional period of up to six (6) months. Access to the Software Service during the Transition Period will be subject to the fees set out in the applicable Call Off Agreement, prorated on a monthly basis and payable in advance, based on the annual fees charged to Customer for the Software Service during the twelve month period immediately preceding the termination date plus an additional ten percent (10%). During the transition period, Unit4 will provide co-operation and assistance as the customer may reasonably request to support an orderly transition to another provider of similar software, services or to customer's internal operations. Such co- operation and assistance will be limited to consulting regarding the Software Service and will be subject to a fee based on Unit4's then current rates for professional Services and such services will be set out in a Call Off Agreement.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Mobile service accessed through propriety apps or HTML5 rendered browser. Limited number of transactions still require full desktopclient typically high volume transactions
Service interface: No
User support accessibility: WCAG 2.1 AA or EN 301 549
API: Yes
What users can and can't do using the API: Unit4 ERP Web Services provide a way of processing data, in a secure manner adhering to modern indusrty standards, but requiring some technical expertise. Unit4 ERP Web Services include options to create and maintain Absences, Applicants, Employee balances, Commitment transactions, Customer master maintenance, Document archive, Employments, HR maintenance, Masters & Attributes, Payroll transactins, Planner transactions, Position master file, Project master file, Rates register, Resource master file, Supplier master maintenance, Timesheets, Travel expenses, User status and maintenance, Value reference rates, Workflow. Where a Web Service is not yet exposed, ACT Customisation tool can often be used to modify or expose new Web Services .
API documentation: Yes
API documentation formats: Open API (also known as Swagger)
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Unit4 Products are highly configurable through the application itself, so very few of our customers find a need to customise the solution. ACT is a customisation tool that is only available to Unit4 integration consultants to increase the functionality of Unit4 products.

Scaling

Independence of resources: N Unit4 Cloud, processing resources are shared, but Unit4 monitors and leverages elastic resourcing to ensure all get sufficient to meet the SLAs, and to handle activity peaks. Azure provides the first level of network separation, upon which Unit4 adds further isolation using VNETs. In a Dedicated service model a dedicated VNET is provided so all available network bandwidth is dedicated to a single customer. Unit4 customers always have a dedicated database to ensure data separation. In a dedicated cloud processing resources are also dedicated to a single customer, and an option of VPN and ExpressRoute connectivity.

Analytics

Service usage metrics: Yes
Metrics types: Service metrics for Key performance indicators
Reporting types
Real time dashboards
Analytics
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Unit4

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least every 6 months
Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: There are standard report templates that allow ease of data exportto PDF, CSV through a standard tool set.
Data export formats: CSV

ODF

Other
Other data export formats: Xml

Direct to xls
Data import formats: CSV

ODF

Other
Other data import formats: Direct to xls

XML

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: 99.8% Availability
Approach to resilience: Available on request
Outage reporting: Service outages will be reported via the Unit4 customer portal. Which all customers will have access too

Identity and authentication

User authentication needed: Yes
User authentication: Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: There is no direct user access to the servers in Unit4 Cloud; but read-only SQL access is offered to a replicated database. Internal Unit4 Cloud operations, (system and database administrators) have access rights to manage and maintain the Cloud Services provided to customers, which are regularly reviewed and a formal change-control and audit log documented. Guidelines and processes regarding access are governed by SSAE and ISO standard compliances that Unit4 has achieved. Unit4 Service desk staff do not have direct access to servers and the production database, so all changes are made by Unit4 Cloud operations
Access restriction testing frequency: At least once a year
Management access authentication: Identity federation with existing provider (for example Google Apps)

Username or password

Audit information for users

Access to user activity audit information: Users contact the support team to get audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Staunchly Management and system service limited
ISO/IEC 27001 accreditation date: 06/01/2024
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: ISO 9000-1

ISO 20000-1

ISO 14000-1

ISO 22301

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: Unit4 global SaaS Information Security Policy can be provided upon request. Unit4 is accredited to ISO 27001 Information Security Management.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Unit4 Cloud relies on the expert services of Azure, who provided the underlying platform, network connectivity and System software. The Azure platform offers High Availability, Fault Tolerance, and redundancy at all levels, and components are automatically replaced at the end of their lifetimes or when failed - all contributing to the Unit4 system availability SLA of 99.8% Unit4 Software, both Major Feature Releases and Service updates, is updated automatically as part of the Unit4 Cloud service (with optional deferment). deployments within Azure allow everyone to benefitfrom their experience of running highly secure and compliant online services
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Deployments within Microsoft Azure allow everyone to benefit from their experience of running highly secure and compliant online services around the globe (such as Microsoft Cyber Defense Operations Centre, a 24x7x365 state-of-the-art cybersecurity and defence facility). Unit4 Cloud has implemented industry leading anti virus, intrusion prevention system and intrusion detection solutions (IPS IDS). Unit4 Cloud works with R&D teams to identify, mitigate and share information about known risks. Unit4 uses log monitoring and analyses to identify usage anomalies and exceptions. Software patches are applied during the maintenance window, but security patches are applied immediately.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Unit4 Cloud’s end to end service includes hardware and system software, monitoring, management and maintenance of the Unit4 software and environment in Unit4 Azure. A continuous 24x7x365 monitoring program is in place to detect and resolve infrastructure and application issues in order to meet Unit4’s application availability targets. The monitoring covers solution health, availability and response times. Prioirity 1 alerts generated are handled by Unit4 staff 24/7/365. see also response concerning Incident Management Approach.
Incident management type: Supplier-defined controls
Incident management approach: Unit4 and Customer comply with their obligations in the following Policies and Procedures, which have been written to explain how to ensure your system is secure now and into the future: Information Security policy; Security Program; Business Continuity and Disaster Recovery; Acceptable Use Policy; Unit4 Safety in the Cloud White Paper Unit4’s external facing information security policy can be provided upon special request with an NDA. Hence, there is a formal incident Management policy, and users may report incidents via the Unit4 Service Desk. Relevant incidents will be reported back to customers on the Customer Portal.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Social Value

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

Fighting climate change

Our G-Cloud service provision is deeply committed to fighting climate change, recognizing the urgent need for collective action to address environmental challenges. Here's how our services deliver against this social value theme:

Environmental Sustainability in Operations:

We prioritize running efficient operations to reduce emissions and minimize environmental impacts. This includes implementing energy-efficient practices, optimizing resource usage, and adopting renewable energy sources wherever possible within our data centers and infrastructure.

Promoting Sustainable Practices:

VE3 actively engages with our suppliers and clients to promote sustainable business practices. Through our services, we advocate for the adoption of environmentally friendly technologies, responsible sourcing, and waste reduction strategies, thereby reducing carbon footprints across the supply chain.

Responsible by Design Framework:

Our G-Cloud services adhere to a 'Responsible by Design' framework, ensuring that environmental considerations are integrated into the development and deployment of digital solutions. By prioritizing environmental protection and minimizing negative impacts, we strive to deliver sustainable outcomes for our clients.

Training and Education:

VE3 invests in training and education programs focused on environmental sustainability. Through initiatives like the Sustainability Quotient (SQ) training, we equip our teams with the knowledge and skills to adopt climate-smart behaviors and implement environmentally conscious practices in their work.

Community Engagement:

We actively engage with communities to support environmental objectives and promote climate action. By partnering with local organizations and stakeholders, we contribute to initiatives aimed at addressing climate change, such as tree planting programs, clean energy projects, and environmental education campaigns

Covid-19 recovery

Our G-Cloud service provision plays a crucial role in supporting the COVID-19 recovery effort by facilitating resilience, adaptation, and innovation in the face of unprecedented challenges. Here's how our services contribute to the recovery process:

Remote Work Enablement:

VE3's digital solutions empower organizations to transition to remote work seamlessly. By providing secure and reliable cloud-based infrastructure, collaboration tools, and remote access solutions, we enable businesses to maintain productivity while ensuring the safety and well-being of their employees.

Business Continuity Planning:

We assist organizations in developing and implementing robust business continuity plans to mitigate disruptions caused by the pandemic. Our services include data backup and recovery solutions, disaster recovery planning, and resilience testing to ensure operational continuity in the face of unforeseen events.

Digital Transformation Acceleration:

VE3 accelerates digital transformation initiatives to help organizations adapt to the new normal. By modernizing legacy systems, implementing cloud-based technologies, and digitizing processes, we enable businesses to optimize efficiency, improve agility, and remain competitive in a rapidly evolving landscape.

Healthcare Support Solutions:

We provide specialized healthcare support solutions to assist frontline workers and healthcare organizations in responding to the COVID-19 crisis. This includes telemedicine platforms, patient management systems, and data analytics tools to enhance patient care, streamline operations, and support decision-making processes.

Economic Stimulus through Innovation:

VE3 fosters innovation and entrepreneurship to stimulate economic recovery in the aftermath of the pandemic. Through our G-Cloud services, we support startups, small businesses, and enterprises in developing and deploying innovative solutions that address emerging challenges, create new opportunities, and drive economic growth.

Tackling economic inequality

We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality:

Access to Affordable Technology:

We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy.

Skills Development and Training:

VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects.

Support for Minority-Owned Businesses:

We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities.

Digital Inclusion Initiatives:

VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity.

Fair and Transparent Procurement Practices:

We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

Equal opportunity

We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality:

Access to Affordable Technology:

We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy.

Skills Development and Training:

VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects.

Support for Minority-Owned Businesses:

We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities.

Digital Inclusion Initiatives:

VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity.

Fair and Transparent Procurement Practices:

We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

Wellbeing

Environmental Sustainability:

We are committed to environmental sustainability as a core component of wellbeing. By prioritizing eco-friendly practices, resource conservation, and carbon reduction efforts in our operations and services, we contribute to creating a healthier and more sustainable environment. We prioritize the wellbeing of individuals and communities in all aspects of our G-Cloud service provision. Here's how our services contribute to enhancing wellbeing:

User-Centric Design:

VE3 designs our G-Cloud services with a user-centric approach, prioritizing usability, accessibility, and intuitive design. By focusing on the needs and preferences of users, we create digital experiences that enhance overall wellbeing by reducing frustration, stress, and cognitive load.

Health and Safety Protocols:

We implement robust health and safety protocols to protect the wellbeing of employees, clients, and partners. This includes adherence to strict security standards, data privacy regulations, and compliance with industry best practices to ensure the safety and integrity of our digital infrastructure and services.

Promotion of Work-Life Balance:

VE3 recognizes the importance of work-life balance in maintaining overall wellbeing. Through our G-Cloud services, we enable remote work, flexible scheduling, and collaboration tools that empower individuals to achieve a healthy balance between their professional and personal lives, leading to greater job satisfaction and wellbeing.

Mental Health Support:

We prioritize mental health support for our employees and clients by offering resources, programs, and initiatives aimed at promoting mental wellbeing. This includes access to counseling services, mindfulness training, stress management workshops, and employee assistance programs designed to support individuals in times of need.

Community Engagement and Social Impact:

VE3 actively engages with communities to address social determinants of health and promote holistic wellbeing. Through partnerships, philanthropic initiatives, and volunteer efforts, we support local organizations and projects focused on improving access to healthcare, education, housing, and other essential services that contribute to overall community wellbeing.

Pricing

Price: £175 to £850 a unit
Discount for educational organisations: Yes
Free trial available: No

Unit4 Enterprise Resource Planning

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Unit4 Enterprise Resource Planning

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents