Softcat Limited

Appian Standard Professional Services

Appian Professional Services brings decades of Public Sector experience from hundreds of customer implementations. Expert guidance helps ensure fast time to value, reusability, and scalability. Certified resources for sustainable success with high user adoption. Combining a scripted methodology for deploying without risk. Elite, multidisciplinary teams for end-to-end deployment success. APPSC24GC14

Features

• Certified Appian security cleared implementation resources

Benefits

• Expertise: Maximises ROI by leveraging software features appropriately.

£689 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

232224805402321

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Planning

• Planning service: Yes
• How the planning service works: Appian Professional Services and the Appian Cloud team will work with each customer to ensure appropriate hosting infrastructure resources are allocated to meet anticipated usage needs and that the customer’s preferred primary and secondary data-processing and -storage regions/zones are established with Amazon Web Services; ensure customer resources for application design, application administration, and interaction with our support team have been allocated and trained; plan for, configure, and implement the customer’s initial business application on the Appian platform; and define, plan for, and execute any needed data migration.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Appian

Training

• Training service provided: Yes
• How the training service works: Appian offers a range of educational services to meet the needs of everyone involved in an Appian project within your organisation.; From Analyst to Developer, Administrator to Architect, Appian can provide the right training to suit you.; In addition with our Appian Certification Programme we provide Relevant, Reliable, Standards based training for all; Appian Developers from Analyst through to a Certified Lead Developer so you can be assured that your developers; are trained to the highest standards. All our training can be done either online or through Instructor lead onsite or remote learning.; We can tailor the training to suit your needs.; More Information can be found in our Service Definition Document.
• Training is tied to specific services: Yes
• Services the training service works with: Appian

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Appian works with our customers, using our proven agile implementation approach, to deliver projects incrementally through a series of short (typically two-week) product delivery sprints/iterations, each of which results in a small piece of tested and working product. These sprints allow teams to decompose the release plan scope into small pieces to create solvable problems. The goal is to always keep releases small in order to release frequently and gain fast feedback.; ; Since each delivery sprint results in a piece of working product, within the sprint the team completes all necessary activities including analysis, design, development, testing, and any revisions necessary to get the item to the point of “done.” Our approach eliminates the need to set up separate sprints, in a waterfall fashion, for each of these activities and thus speeds feedback cycles and deployment times and reduces risk.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security testing
  • Other
• Other security services: Complimentary services to customers chosen independent security architects
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Appian Cloud support includes all hosting, infrastructure, and system management tasks, as well as activities around platform (not application) administration, patch deployments, software upgrades (Appian software, operating system, and any other supporting applications), and backups. Cloud support also includes “Standard” help desk services for customer-chosen points of contact.

Service scope

• Service constraints: None aside from any listed in the Appian Cloud subscription agreement.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: With "Basic" support, the response-time range is within two business hour for Priority 1 (critical) issues to within 72 business hours for Priority 4 (minor) issues. The term "business hours" refers to Appian's standard Product Support hours within Europe, which are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. For "Enterprise" support, the response-time range is within 15 minutes for Priority 1 issues to within 6 hours for Priority 4 issues. A full accounting of response time by customer support levels and case priority can be provided upon request.
• 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: Our comprehensive services deliver maintenance, support, and product updates to Appian customers, partners, and distributors. Specifically, we offer our customers four levels of customer support: Basic, Essential, Advanced, and Enterprise. Appian support is accessible via phone or e-mail, as well as over the web. Additionally, Appian provides a single portal for our clients and partners via the Appian Community portal, that delivers an integrated customer experience for knowledge management, discussion forums, Centre of Excellence documentation, product updates, software downloads, application and template downloads, logging support cases, licensing, documentation, and online training. Updates and new releases of the licensed software are included with Appian Product Support. In the United Kingdom, Appian Standard Product Support hours are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. Advanced and Enterprise Support includes 24-hour assistance for critical issues. The Appian Product Support team operates in a “flat” organisational structure, whereby any engineer may assist any customer with any issue; and the Product Support engineer assigned to an issue at the time of help desk “ticket” creation retains ownership over the given case through to resolution/closeout.; ; Available support services are detailed further here - https://appian.com/support/resources/support.html

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Appian

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: Coalfire Systems, Inc
• ISO/IEC 27001 accreditation date: 13/06/2023
• What the ISO/IEC 27001 doesn’t cover: Physical security (which is outsourced to AWS data centers) and Physical Media Transfers
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 27/10/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Physical security (which is outsourced to AWS data centers)
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems, Inc
• PCI DSS accreditation date: 03/01/2024
• What the PCI DSS doesn’t cover: Requirements specific to CHD, as Appian does not store, process, or transmit cardholder data
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Service Organisation Controls (SOC) 2 Type II
  • SOC 3
  • Esquema Nacional de Securidad (ENS)
  • Canada Protected B, IRAP
  • Qualys SSL Labs A+ Web-Tier Rating
  • SOC 1/ISAE (International Standard on Assurance Engagements) 3402
  • The Cloud Computing Compliance Criteria Catalog (C5)
  • HITRUST
  • ISO 27001/27017/27018
  • ISO 9001

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £689 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.