KERV EXPERIENCE LIMITED

Genesys Cloud CX

Genesys Cloud delivers a feature-rich omnichannel contact centre solution for customer engagement. The modern intuitive UI provides advanced routing of omnichannel interactions, AI, speech-enabled IVR, Workforce Management, Quality Management, social channels and reporting. The solution delivers a full suite of telecommunication, consultancy, implementation and support services for improved digital experiences.

Features

• Omnichannel routing across voice, chat, email, social channels seamlessly
• AI-powered automation with bots, analytics, sentiment, and predictive orchestration capabilities
• Cloud-native scalability with multiple regions, high availability, active redundancy architectures
• Workforce engagement e.g. forecasting, scheduling, quality management, performance optimisation
• Open APIs enabling integrations, customization, marketplace apps, developer extensibility innovation
• Analytics and reporting with real-time dashboards, journey insights, KPIs visualisation
• Digital engagement supporting messaging, web chat, email, social channels management
• Continuous delivery with weekly updates, rapid innovation, minimal downtime assurance
• PCI DSS Level 1 Compliance
• Public-sector focused (local/central govt, social housing/care, blue-light, health and education)

Benefits

• Customers receive faster, consistent service across every communication channel
• Reduced handling time through automation and smarter customer interaction decisions
• Reliable performance during peak demand without infrastructure planning/downtime risks
• Higher agent productivity and morale through optimised schedules/performance feedback
• Rapid integration with existing systems, accelerating innovation/reducing IT complexity
• Improved decision making with real-time visibility into performance/customer journeys
• Greater customer convenience through preferred digital and messaging communication options
• Continuous access to new capabilities without disruptive upgrades/service interruption
• Achieve PCI DSS Level 1 compliance with Kerv's integrated service
• Peace of mind with Kerv, nearing 100 Genesys Cloud deployments

• Free trial available

Service documents

• Pricing document

  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 julian.barrow@kerv.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

239008069204714

Contact

Julian Barrow
02089407513
julian.barrow@kerv.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Contact centre
        • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Genesys Cloud CX can be used as a standalone cloud contact centre solution or in conjunction with Voxivo, the cloud phone system and UC platform as well as in conjunction with Direct Routing for Microsoft Teams, or any third-party CRM or business application.
• Cloud deployment model: Public cloud
• Service constraints: Please find below the supported web browsers for the solution and any constraints:; • Microsoft Edge Chromium (requires current release); • Chrome (requires current release or one version previous); • Firefox (requires current release, one version previous, current ESR release, or transitional ESR release); • Limited support for Safari and Microsoft Edge (legacy); ; Genesys Cloud does not have any service constraints relating to planned maintenance due to the micro services architecture of the platform. Genesys Cloud is available 24/7/365.
• System requirements:
  • 64-bit operating system
  • 4 GB RAM minimum (8 GB RAM recommended)
  • Dual-core processor
  • JavaScript must be enabled
  • Minimum screen resolution: 1024 x 768
  • Desktop app: two versions previous to current MAC OS
  • Desktop app: Windows 11
  • 400MB hard drive space (required to install the desktop app)

User support

• Email or online ticketing support: Yes
• Support response times: Kerv has a 1-hour acknowledgement SLA on all email and online support tickets during normal business hours (8:30 to 18:00 Monday to Friday - excluding English public holidays) and an SLA of next business day + 1 hour outside normal business hours. Depending on the priority of the request, an SLA resolve time of 1 hour to 12 hours is in place. All tickets are logged and tracked through Kerv's ServiceNow ticketing platform. Kerv also offer these SLA’s on a 24x7 basis.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: No
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Our third-party chat platform experience meets disability accessibility requirements and follows stringent industry standards, including ADA and WCAG 2.0 AA compliance. This applies to the Engagement Window, engagements and surveys for both the desktop and mobile web (iOS and Android). Detailed documentation can be found here: https://support.liveassistfor365.com/hc/en-us/articles/360006117234-Creating-Accessible-Engagements
• Onsite support: Yes
• Support levels: Kerv delivers inclusive support for Genesys Cloud through its certified Service Desk engineers, who manage proactive monitoring, incident resolution, and change management. Incident response is prioritised by impact: P1 affects all users, P2 affects a group, and P3 affects one or a few users.; ; Support availability depends on when the incident occurs. Standard-hours support (08:30–18:00, Monday to Friday, excluding English public holidays) is priced at £10–£12 per user per month. Kerv aims to acknowledge all tickets within one hour before assigning them to an engineer with a defined resolution target. For customers needing broader coverage, Kerv offers 24/7 support, priced at £12–£15 per user per month, depending on the services included.; ; To ensure strong engagement and governance, every Genesys Cloud customer receives a Service Delivery Manager, Customer Success Manager, and Account Manager. A Technical Account Manager can also be provided on request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As an Elite Partner of Genesys and multiple-time Genesys EMEA Cloud Partner of the Year, Kerv is fully accredited in all aspects of supporting customers onboarding on to the platform. We provide onsite and online training services during the project and contract lifecycle for all users and administrators of the platform, supported by online documentation and training videos from Genesys covering all features on Genesys Cloud. Training is bespoke for each customer, based on their needs. ; ; Kerv also run a full change management process to ensure user adoption is maximised. Customers can contact Kerv at any point if they require any further training or have any questions.; ; Genesys Cloud as a product is very well documented at https://help.mypurecloud.com/. There are also certification courses that can be taken through the Genesys University allowing users to become fully certified and trained on Genesys Cloud.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video format through our YouTube channel
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: All Kerv onboarding and offboarding documentation is provided in standard Microsoft formats which have built in accessibility features designed so people using screen readers, magnifiers, speech to text tools, or keyboard only navigation can read and interact with documents. These features include but are not limited to:; ; • Seismic Structures; • Alternative Text; • Accessibility Checker; • Proper Table Markup; • Tagged PDFs; • Artifacts; • Captions and Subtitles; • Screen Reader Friendly Formats
• End-of-contract data extraction: At the end of a contract term, customers can export their data from Genesys Cloud using several built in, officially supported mechanisms. For large scale analytics and interaction data, Genesys provides a bulk Data Extraction mechanism through the GC Lakehouse Platform. This service generates near–real time Avro/Parquet files containing conversations, segments, participant attributes, metrics, and presence/routing information. Customers can retrieve available files using the metadata endpoint and download them individually or in bulk via the /api/v2/analytics/dataextraction/downloads API set. Files remain available for 72 hours before deletion.; ; For configuration, user, and operational data, customers can use Genesys Cloud’s Export Data Files feature. Export jobs can be run through the admin interface, and completed files are stored on the Artifacts page for download. These files are retained for 30 days, may be split into multiple parts, and require decryption using the customer’s certificate.; ; Customers may also export reporting and view level datasets directly within the UI, such as interaction or queue views, using built in export functions.; ; For organisations that also used Genesys DX, data such as knowledge bases and chat transcripts can be exported using the official DX APIs
• End-of-contract process: The buyer is responsible for moving away from Kerv and Genesys Cloud including all costs associated with sourcing a new provider. The buyer is also responsible for migrating any data they require from Genesys Cloud and must assume cost liability for this.; ; The most common steps at the end of a contract are:; ; Kerv receives a termination notice from the customer.; ; Kerv starts the process to respond to the termination notice.; ; Terminated customers have 30 days after the termination notice to retrieve any customer data through individual downloads or the API.; ; 30 days after the termination notice, Kerv’s billing team sends a termination notification to Genesys to remove terminated customer data.; ; Between 30 days and 60 days after the termination notice, Genesys responds to the termination notification and removes the terminated customer’s data.; ; Genesys confirms that customer data has been removed from Genesys Cloud.; ; 60 days after the termination notice, Kerv informs Customer that their data has been removed from Genesys Cloud.; ; Kerv does not include data retention assistance services as standard; however, these can be quoted on a time and materials basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Genesys Cloud desktop app offers the full workstation experience and mirrors the browser version, providing complete interaction handling, full functionality and integrations capability. ; ; The mobile app for Genesys Cloud offers mobile applications for the following only:; ; Collaborate is a chat application that allows you to collaborate with your business colleagues.; ; Communicate is a telephone application that allows you to call your colleagues, partners, and customers from anywhere.; ; Genesys Tempo is a workforce management application that enables agents to perform the scheduling tasks.; ; Insights is an application that gives supervisors, managers, and executives access to key metrics and alerts.
• Service interface: Yes
• Description of service interface: Genesys Cloud is a web-based application, which customers securely access via web technologies. All User Interfaces (UI) in Genesys Cloud are web-based. This means there are zero client-side installs required with just a web browser required to access all functionality.; ; The UI offers a centralised hub for call centre users, managers and administrators; ; Genesys Cloud is a web-based application, which customers securely access via web technologies. All UIs in Genesys Cloud are web-based, built on platform independent and browser agnostic frameworks.
• Accessibility standards: EN 301 549
• Accessibility testing: Genesys Cloud performs structured accessibility and assistive technology testing as part of its compliance with WCAG, Section 508, and EN 301 549 standards. The Genesys Cloud Accessibility Conformance Report (ACR) states that, testing is carried out using a range of industry standard assistive technologies, including ZoomText 2024, JAWS 2024, NVDA 2024.1, Dragon NaturallySpeaking, Read&Write Gold, VoiceOver on iPad, and TalkBack on Android. Testing also includes keyboard only navigation, colour blindness simulation, and evaluations across multiple operating systems and browsers such as Windows with Chrome/Edge and Android with Chrome/Firefox.; ; Evaluations are conducted by LighthouseWorks, an external accessibility testing organisation, ensuring independent assessment aligned with WCAG 2.0, 2.1, and 2.2 at Levels A, AA, and AAA. Additionally, Genesys Cloud regularly improves assistive technology compatibility. For example, recent platform updates enhanced screen reader behaviour, keyboard navigation, ARIA usage, and accurate announcement of interface elements—specifically resolving issues with JAWS and improving how draggable and sortable components are interpreted. ; ; Genesys also publicly commits to ongoing accessibility improvements, including expanded screen reader support and refined navigation in future releases. Overall, Genesys Cloud demonstrates continuous, standards based testing with real assistive technologies and iterative improvements informed by user feedback.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Genesys Cloud enables service setup and configuration through its Platform APIs, which developers access after completing OAuth 2.0 authentication. Supported grant types include Implicit, Authorization Code, Client Credentials, SAML2 Bearer, and PKCE, all required before any API calls can be made. Genesys also provides official SDKs (JavaScript, Java, Python, .NET, Go, iOS) to simplify API integration and allow programmatic setup of users, queues, routing, and other core services. ; ; Users can then make changes across the platform through numerous service specific APIs covering areas such as Routing, Users, Telephony, Flows, Analytics, and more, all listed within Genesys’ API documentation. For custom in workspace integrations, the Service Client API allows secure cross domain communication, enabling configuration changes and interface enhancements within Agent Workspace.; ; API usage is subject to specific limitations. Genesys Cloud enforces rate limits to ensure platform stability, typically allowing 300 requests per minute per client credential token, with increases available only through a support case. Rate limits apply per token rather than per organisation. Additional constraints include required administrator permissions for certain API operations and mandatory security configuration, such as declared trusted origins, when using embedded workspace APIs.; ; Full details of available APIs can be found online (https://developer.genesys.cloud/).
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Through the rich set of APIs, Genesys Cloud can be used as a platform for customised usage. Further information on the available APIs can be found online (https://developer.genesys.cloud/).; ; Administrators have the ability to customise every element of the configuration of the platform through the User Interface or through the use of APIs, including but not limited to, inbound and outbound multi-channel routes, agent skills, queue strategies and prioritisation levels, call and screen recording policies, WFM parameters, quality evaluation parameters, customer satisfaction surveys and reports and analytics.

Scaling

• Independence of resources: Genesys Cloud services use an Elastic Load Balancer (ELB) with an auto scaling group (ASG). Genesys Cloud distributes load and monitors groups according to service-specific policies (CPU for compute-intensive services, mean response time for a query service, and so on). When we exceed a threshold policy, the group automatically adds or removes additional resources as needed. For example, if an organisation suddenly needs to send a million faxes, the associated microservices automatically scale out to meet the demand without impacting other functionality or other tenants.

Analytics

• Service usage metrics: Yes
• Metrics types: Billable Usage Report: tracks charges for Genesys Cloud usage during the date range that you specify.; ; Concurrent Usage Report: shows the peak number of concurrent users logged in to Genesys Cloud per day during the date range. For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users were logged in.; ; Resources Usage Report: tracks your organisation’s consumption of Genesys Cloud resources, including IVR minutes and data storage, and SMS/Messaging. This report includes the quantity of each resource consumed during the period by day.; ; Call data records.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Genesys Europe B.V.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data of various type, such as recordings, reports etc., can be exported in multiple formats (csv, xlsx, wav).; ; The Genesys Cloud Platform API can also be used to extract data programmatically.; ; Data can be migrated from Genesys Cloud user the APIs available, the data exporting tools within the User Interface of the buyer can request support from Kerv to support a data migration.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • WAV
  • XLSX
  • PDF
• Data import formats: CSV

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: Genesys will make Genesys Cloud available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime (99.99% SLA), except for: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by you.; ; However, if our service uptime falls below 99.99% in any one month billing cycle (not including any Uptime Exclusions), you may request a credit within thirty (30) days after the month in which the uptime fell below threshold. Please contact the Kerv helpdesk to request credit. Upon Customer’s valid request, we will provide upon customer request the stated credit against the following month’s invoice. For annual term contracts, we will provide the applicable credit refund as a credit to the pre-paid balance or a credit refund, at the customer’s discretion.; Full details of Genesys Cloud SLAs and Service Credits can be found here: https://help.mypurecloud.com/articles/service-level-agreements/
• Approach to resilience: Genesys Cloud services are running in an active-active manner.; ; The service tier is built as a stateless architecture — work can be done by any member of a cluster in the event of a single node failure.; ; The data tier makes use of both redundancy and replication strategies — loss of a data node doesn’t impact data availability or result in data loss.; ; Availability zones (AZs) are geographical locations engineered to be insulated from failures in other AZs. Each availability zone contains multiple data centres. All Genesys Cloud services are deployed into multiple AZs; this makes them tolerant in the event of a data centre or even entire AZ failure.; ; Genesys Cloud uses Auto Scaling Groups (ASGs) for:; • Dynamically scaling our clusters in and out as demand changes; • Automatically detecting failures and launching replacement instances; ; Genesys Cloud uses Elastic Load Balancers (ELBs) to route internal and external traffic to healthy servers. Elastic load balancing detects unhealthy instances within its pool of Amazon EC2 instances and automatically reroutes traffic to healthy instances until the unhealthy instances have been restored. Failed Instances behind an ELB can be seamlessly replaced without affecting Genesys Cloud’s ability to handle traffic in the interim.
• Outage reporting: Genesys has created a website that provides transparent, up-to-date uptime information for Genesys Cloud at the following website:; http://status.mypurecloud.com. Current operational status is listed for each Amazon Region along with historical system availability performance and percentages, as well as business features impacted in the event of a platform incident. Users can click the "Subscribe to Updates" button to receive status updates through email, SMS notifications, webhook notifications, or RSS or Atom feeds. Updates are sent when Genesys Cloud creates an incident, updates an incident, or changes a component status.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role-based access control (RBAC) enables you to grant access based on the user’s assigned role, making it easy to give users only the amount of access they need to perform their job duties.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: In alignment with ISO 27001 standards, our organisation maintains a robust reporting structure to ensure that our information security policies are rigorously adhered to. The Chief Information Security Officer (CISO) heads the information security team and reports directly to the Chief Technology and Strategy Officer (CTO), ensuring high-level oversight and strategic alignment. This structure supports swift decision-making and comprehensive management of security issues.; ; Alongside our CISO, we also have a Governance, Risk and Compliance Director, and other specific roles, designated for operational, technical, and compliance aspects of information security, ensuring specialised attention to each area. Each team member is responsible for implementing security policies within their remit, with regular training provided to keep the team updated on the latest security practices and standards.; ; To ensure compliance with our policies, we employ a multi-tiered audit process:; • Internal audits; • External audits; • Continuous monitoring; ; Each audit is followed by a review process where findings are discussed in management review meetings, and necessary corrective actions are promptly instituted. This structured approach not only ensures compliance with ISO 27001 but also fosters a culture of continuous improvement within our security practices.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Our change control procedure ensures all planned changes are identified, documented, and assessed for operational and security impacts. Changes are tested in an approved non production environment and follow a structured approval workflow, with significant changes recorded and tracked. Each change undergoes a formal security impact assessment before approval, and details are communicated to relevant stakeholders. Fallback procedures support recovery from unsuccessful or unexpected outcomes. Finally, all changes require validation and acceptance by engineering teams and the Change Advisory Board.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Genesys manages vulnerabilities through a secure by design lifecycle that includes continuous security reviews, application scanning, and monitoring for newly emerging threats. Security teams assess threats using risk reviews, threat modelling, and industry standard vulnerability scanning to identify weaknesses before and after release. Genesys deploys patches rapidly, supported by ongoing application scanning and real time operational monitoring to address newly discovered vulnerabilities as soon as they are validated. Information about threats is sourced from continuous scanning, industry vulnerability disclosures, adherence to OWASP and SANS standards, and Genesys’ own published security bulletins.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Genesys Cloud uses continuous real time monitoring to identify anomalies or potential compromises through system health checks, performance metrics, and automated alerts every 60 seconds. Its multi layered security model includes real time operational monitoring to detect unusual activity or emerging threats. When a potential compromise is detected, Genesys activates its formal Security Incident Response process to analyse, contain, and remediate issues rapidly. Continuous monitoring and alerting enable fast investigation and response, ensuring timely mitigation of incidents.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: Kerv has a mature incident management process that is integrated into its service. The process includes a dedicated support team, a crisis management process for severe incidents, and a business continuity plan that is tested annually. The incident management procedures remain in effect until operations are resumed as 'Business as Usual' and control is returned to the appropriate functional management.; ; Users can report incidents through web, email and phone as described elsewhere in this service description.; ; Standard reports include incident volumes, trends and SLA performance. Incident Reports with Route Cause Analysis are provided to interested parties within 5 working days.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Genesys offers a 30 day free trial with agent, supervisor, and admin features to test chat, email, voice, IVR, and standard integrations like Salesforce and Zendesk. Trial environments are for evaluation only and must not be used for production.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: National Quality Assurance (NQA)
• ISO/IEC 27001 accreditation date: Thursday 24 April 2025
• What the ISO/IEC 27001 doesn’t cover: The Scope of Kerv's Information Security Management System covers: Design, development of end-to-end cloud solutions and digital transformation encompassing Cloud consultancy, delivery of software and physical connectivity products and managed information services, including business, technical and operational ; architectures, at a global scale in accordance with the Statement of Applicability, Version 7
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: National Quality Assurance (NQA)
• ISO 9001 accreditation date: Monday 13 January 2025
• What the ISO 9001 doesn’t cover: Scope: Design, development of end-to-end cloud solutions and digital transformation encompassing Cloud consultancy, delivery of software and physical connectivity products and managed information services, including business, technical and operational architectures, at a global scale.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: Securious Ltd.
• PCI DSS accreditation date: Wednesday 5 February 2025
• What the PCI DSS doesn’t cover: The scope of Kerv's PCI DSS certification is below. Everything outside this scope is not included.; "Design, development of end-to-end cloud solutions and digital transformation encompassing Cloud consultancy, delivery of software and physical connectivity products and managed information services, including business, technical and operational architectures, at a global scale."
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: F256e1e8-beb8-4c85-8e56-718762939723
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 5daa8665-a2d4-4da3-b5b3-8d51d8330a7e
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27701 Privacy Information Security Management System
  • ISO 14001 Environmental Management System

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  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 julian.barrow@kerv.com. Tell them what format you need. It will help if you say what assistive technology you use.