ePartner Consulting Ltd

LiquidOffice - support services

ePC support services for LiquidOffice include: pre-project advice, demonstrations, externally accessible prototypes, project specification/proposals, UAT environments, project management, system implementation and handover, user training and technical support and maintenance. LiquidOffice support services such as consultancy/development/training are charged at our daily rate as outlined in our SFIA Rate Card.

Features

• Project advice: mapping your challenges to LiquidOffice’s capabilities.
• Demonstrations: to help shape your thinking and highlight new possibilities.
• Pilots: externally accessible prototypes of the end solution.
• Project specification: fixed-price proposals on project timescales and costs.
• Project management: A dedicated account manager to manage the implementation.
• System Implementation: deliver, install, configure, test and handover of system.
• Training courses: everything you need to know about LiquidOffice.
• Technical support: Telephone/eMail support plus maintenance releases and version upgrades.

Benefits

• Improve inefficient or wasteful processes with BPM.
• Identify workflows and map process steps, rules and users.
• Fixed-price proposals offer transparency on project timescales and costs.
• Technical Director assigned to track project requirements and milestones.
• Non-production/user acceptance testing (UAT) environments for internal development/testing.
• Technical support via telephone, eMail or remote desktop.
• Source code stored in Escrow.
• Run BPM efficiently, reduce IT spend and increase data security.
• Minimal capital expenditure with predictable on-going overhead costs.
• Minimal IT resource and infrastructure requirements with cloud BPM.

£1,500 a unit

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 sales@epc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

260739008786789

Contact

Richard Adams
03300 100 000
sales@epc.co.uk

Planning

• Planning service: Yes
• How the planning service works: Initially, we will attend one or more information gathering meetings to understand what you want to achieve and how your organisation/department operates.; ; If feasible, it is our normal practice to provide a Statement of Work for any project. To do this, we would usually conduct a discovery phase which will require discussion of many areas, including:; ; - The processes you wish to automate.; - The number of named or anonymous users involved in the process.; - The roles that the different users or groups of users perform.; - The hierarchy of users and their relationships to your organisational units.; - The flow of data within your organisation and the actions required upon it.; - Data validation rules required on each electronic form.; - Integration with existing databases for look-ups and data validation.; - Export integration for storing the data.; - Reporting requirements for active processes.; ; Once the discovery phase ends, we will create a Statement of Work outlining your requirements. It will include a fixed price and will document how much consultancy and training etc. is required to achieve your goals. All costs will be in accordance with our SFIA Rate Card and pricing document.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: General user training starts with our course 201, which lasts one day. It aims to provide you with an overview of LiquidOffice and give you the confidence to use the system on a regular basis. This course is typically delivered on site for up to about six people.; ; The course includes a comprehensive introduction to the LiquidOffice Web Desktop as well as an overview of the Forms Designer and Process Studio. General administration is also covered to enable user management and content control.; ; We then recommend additional courses, to cover some more advanced topics once the basic skills have been put to use and to answer any early questions.; ; Course 202 covers topics such as building electronic forms, applying data validations and setting up data exports. Course 203 enables buyers to pass LiquidOffice forms through a workflow, and configure eMails, data exports and approval tasks. ; ; We can also provide one-to-one advanced training for systems administration, scripting or any topics relevant to your needs.; ; At this point, you can be self-sufficient in creating new processes with our support. If more complex requirements come to light, or time and resource pressures require it, we can always take on new projects.
• Training is tied to specific services: Yes
• Services the training service works with: LiquidOffice

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We have a team of consultants who will approach each client requirement with flexibility.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

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: With our LiquidOffice cloud hosted service, buyers do not need to worry about any aspect of managing or hosting their workflow or electronic forms (eForms) system, as it will be managed by ePartner Consulting Ltd with any costs included in the cloud hosting subscription.; ; Our hosting plans for LiquidOffice are available with per user, per form or per workflow pricing.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: In accordance with our SLA, we respond within four hours. In reality though, requests for support are responded to within minutes of the initial notification (via eMail or telephone). ; ; We do not offer technical support at weekends.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Through our website.
• Web chat accessibility testing: N/A
• Support levels: As part of the agreement, you will have access to our Platinum level of support and maintenance. This includes: unlimited telephone/eMail support, maintenance releases, version upgrades, remote access problem diagnosis and resolution, remote server maintenance and a mirror system stored at our main office for testing and backup. In accordance with our SLA, we respond to support requests within four hours. In reality, requests for support are responded to within minutes of initial notification. The cost of technical support and maintenance is included FOC.; ; We will assign a single point of contact to your project who will be available to respond to any queries you have and keep track of the project requirements and milestones.

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  We aim to play our part in fighting climate change and supporting the UK in meeting the net-zero greenhouse gas emissions target. We achieve this by maintaining operational standards that protect the environment without reducing the level of service to our clients. ; Every day, we aim to reduce the impact of our activities on the environment and ask staff to take reasonable and appropriate steps this aim. Some of our key measures include: ; • Minimise the use of paper and use electronic forms of communication where possible. As soon as practicable, physical documents are shredded and stored electronically. If needed, source PEFC or FSC certified paper where practicable; • Reduce business travel miles and avoid excessive travel (by road/rail/air). Use telephone, eMail, and web conferencing technology where practical; • Using specialist disposal for toners and electronic IT waste; • Use public transport in preference to cars. When this is not feasible, car sharing is encouraged; • Cut wastage through re-use and recycling and, where economical and fit-for-purpose, purchase recycled, recyclable or re-furbished products and materials; • Phase out/replace inefficient materials with energy-efficient solutions ; • Encourage staff to switch off electrical equipment when not in use and close windows and doors when the heating is on; • Educate and advise our employees about environmental matters that may affect their work and life; • Work towards accreditation to ISO14001 (Environmental Management Systems); These objectives confirm the company's commitment to continuous improvement in managing our effect on the environment and are communicated with customers, suppliers, and our local community. ; The effectiveness of the policy is monitored by the achievement of the aims outlined above. The policy is reviewed at quarterly management meetings as part of our ISO 9001: 2015 accreditation.

  Covid-19 recovery

  The safety of our employees in the office is paramount. Several preventative measures have been implemented to manage workplace safety and reduce to risk of spreading Covid-19. ; Following a risk assessment, the following mitigations have been agreed upon: ; • Encourage good ventilation by opening windows/doors to bring fresh air into indoor spaces; • Desks re-positioned to be at least 2m apart; • Handwashing facilities provided; • New office signage to remind people to wash/sanitise hands regularly ; • Minimise sharing of equipment; • More regular cleaning with ‘high touch’ areas (e.g., door handles, kitchens etc.) disinfected daily; • Optional wearing of face coverings – employees are not required to wear face coverings while in the office but may do so if they wish; While the government is no longer asking people to work from home, we will continue to facilitate remote working and will encourage workers not to come into the office if they feel unwell. ; The updated risk assessment covers everyone who visits our premises including customers, contractors.

  Tackling economic inequality

  We aim to tackle economic inequality in several key areas: ; Under our Equal Opportunities Policy, we will not unlawfully discriminate against those who face barriers to employment and/or who are located in deprived areas.; We are an SME organisation and will always seek to create opportunities for entrepreneurs and small organisations to grow. ; Working in a high growth industry with known skills shortages, we aim to create employment and training opportunities such as apprenticeships and graduate training. ; Last but by no means least, we aim to manage cyber security risks in the delivery of contracts and are Cyber Essential certified.

  Equal opportunity

  ePartner Consulting Ltd supports the principles of equality, diversity, and inclusion in employment concerning recruitment, selection, and promotion. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. ; The purpose of our Equal Opportunities Policy is to:; 1. Provide equality, fairness, and respect for all in our employment, whether temporary, part-time, or full-time; 2. Not unlawfully discriminate because of the Equality Act 2010 protected characteristics of:; • age; • disability; • gender reassignment; • marriage or civil partnership; • pregnancy and maternity; • race (including colour, nationality, and ethnic or national origin); • religion or belief; • sex; • sexual orientation; 3. Oppose and avoid all forms of unlawful discrimination. This includes in:; • pay and benefits; • terms and conditions of employment; • dealing with grievances and discipline; • dismissal; • redundancy; • leave for parents; • requests for flexible working; • selection for employment, promotion, training, or other developmental opportunities

  Wellbeing

  The wellbeing policy aims to support the health and wellbeing of staff as this is likely to provide additional business benefits such as lower absenteeism, increased productivity, and better morale.; To support employee mental wellbeing, we will: ; • Encourage staff to take regular breaks from their screen/PC; • Encourage staff to take a walk and eat away from their desk at lunchtimes; • Keep the workplace well ventilated; • Prevent workplace harassment and inappropriate behaviour ; • Support staff with suitable training to perform their role; • Prevent long working hours by setting realistic workloads; • Offer flexible working hours; Additionally, we will seek to promote healthy eating habits and regular exercise to support the physical wellbeing of staff. ; If mental health issues are disclosed, we will support the employee and accommodate their needs wherever possible. We will encourage them to talk to their GP or other healthcare professionals. All information will remain confidential.

Pricing

• Price: £1,500 a unit
• 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 sales@epc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.