KORE LABS LIMITED
Support to KorePRM®
Support services to our SaaS service (Lot 2) KorePRM®, which is the is the first ever Product Management-as-a-Service platform.
Features
- Identification of key success factors/measures
- Identification of key use cases
- Refinement of configuration
- Support with rollout planning
- Development of training plan
- Central location for users to find answers to FAQs/troubleshooting
- User onboarding and training with comprehensive resources and tutorials
- New features support and PRM news
- Sharing knowledge withe whitepapers, industry events and thought leadership content
- Active participation in product roadmap and submitting feature improvement opportunities
Benefits
- Faster user adoption and increased efficiency
- Reduces business risk and costs
- Fully configured production environment
- Enhanced user experience and decision making
- Enhanced user confidence and system utilisation
- Early identification of potential use case expansion
- Improvement and enhancement of internal processes, MI and policies
- Valuable user feedback and feature improvement opportunities
- Strong collaboration and knowledge sharing across the community
- Enhanced user proficiency and data outputs
Pricing
£15 to £250 a user a month
Service documents
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 finance@korelabs.co.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
2 6 6 8 0 2 2 7 1 5 5 3 8 0 6
Contact
KORE LABS LIMITED
Sabrina Del Prete
Telephone: 0780 241 4515
Email: finance@korelabs.co
Planning
- Planning service
- Yes
- How the planning service works
- As part of the standard implementation plan, support and best practice advice is provided on the planning for the launch of the SaaS solution. Standard templates can be provided to help define the system setup and configuration and an agile methodology is applied to successfully implement the application with discovery, prioritisation, review and sign off prior to launch. Our Customer Success and Delivery Management teams offer project management and change management expertise to support delivery of a successful implementation.
- Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
-
Kore Labs will provide up to 10 in-person hours of support for any additional configuration support of the Kore Labs Platform following completion of the On-Boarding process.
Kore will provide up to 5 in-person hours of training to Admin Users in relation to usage of the functions that aid the configuration of the Kore Labs Platform. This will take place in the form of two virtual sessions at a pre-arranged time & date, recording will be made available. Additional queries can be supported through our Customer Success mailbox. - Training is tied to specific services
- Yes
- Services the training service works with
- KorePRM®
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Costed based on the user?
- Setup or migration service is for specific cloud services
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- All changes are subject to peer review and extensive automated and manual testing including static code analysis and container scanning prior to deployment. Scalability and performance testing of the entire application and infrastructure environments are conducted as required.
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by a third-party organisation
- How the support service works
- We provide cloud hosting support for our cloud hosted SaaS solution. Infrastructure issues are normally resolved by self-healing cloud native capabilities such as node reprovisioning or intra-region failover or by failover to a DR region.
Service scope
- Service constraints
- KorePRM® is a cloud native, highly configurable SaaS solution.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Incident: Level 1 - Critical - response time 2 hours/restoration time 4 hours
Incident: Level 2 - Blocking - response time 4 hours/restoration time 8 hours
Incident: Level 3 - Non-Blocking - response time 2 business days/restoration time 5 business days
Incident: Level 4 - Outside of SLA - no SLA
Service Request: Level 4 - Outside of SLA - no SLA
Change Request: No SLA, timescales agreed on a case by case basis.
Out of office hours monitoring and response to critical incidents. - 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), Monday to Friday
- Web chat support
- No
- Support levels
-
Our customer is right at the centre of our Support & Service Management Approach
We provide a blend of technical and industry expertise to support with both how the system works and how you work with the system. We are with you every step of the way from a pre-pilot to get the ball rolling, to developing a deeper sandbox for you to try more things out, developing a Minimum Viable Product, onboarding, going live, rolling out and beyond.
At a high-level the role of each of the client-facing teams is:
- Client management: Leads all aspects of a prospective and client relationship through the the ‘land and expand’ client lifecycle
- Technical sales support: Ensures all technical aspects of the product are delivered to the client from sandbox through to product implementation (integration and configuration)
- Customer success: Provides the ongoing support to the client and enables the training, adoption and product usage. Plays a key role in expanding the client relationship.
We offer 4 tiers of support levels depending on the clients size and requirements: Embedded, Gold, Silver and Bronze.
Cost is all included in the agreement.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Citation ISO Certification Limited (Certificate number 451172024)
- ISO/IEC 27001 accreditation date
- 20/02/2024
- 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
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Our service provision will prioritise renewable energy sources, reduce carbon emissions, promote sustainable practices, and innovate eco-friendly solutions. It will promote transparency, sustainability, and responsible practices by facilitating the integration of sustainable design principles and providing lifecycle assessments. It will promote responsible sourcing practices throughout the supply chain and help comply with regulatory compliance.Covid-19 recovery
Our service provision continues to support Covid-19 recovery by ensuring safety protocols, facilitating remote work and collaboration, enabling contactless transactions, promoting health awareness, and fostering community resilience. It will also enable transparency to help identify potential disruptions. While the direct impact on the virus itself might be limited, a product governance platform can be a valuable tool for businesses navigating the complexities of the Covid-19 recovery.Tackling economic inequality
Our service provision will address economic inequality by supporting transparency and efficiency in financial services, improving trust, equality and resilience, offering affordable access, promoting financial literacy, creating job opportunities, supporting small businesses, and advocating for fair wages and policies. It will promote transparency, support decision-making processes, make data available for identifying disparities which can in turn inform and influence policy changes and targeted initiatives to address the issues.Equal opportunity
Our service provision will contribute to equal opportunity in several ways by focusing on inclusivity and accessibility throughout a product’s lifecycle. It will encourage the use of design principles that consider a wide range of user abilities and needs. It will promote diversity and inclusion in the supply chain, and encourage sourcing practices that support diverse suppliers, including minority-owned businesses or those with strong disability inclusion programs. Our service provision is designed to meet accessibility standards, ensuring everyone can access and use its features regardless of ability. It will promote transparency and communication.Wellbeing
Our service provision will enhance wellbeing through mental health support, promoting work-life balance, facilitating access to healthcare, encouraging healthy lifestyles, fostering social connections, and prioritising user satisfaction and safety. It will ensure safe product design and use by monitoring for potential product defects, tracking compliance with safety regulations, and using data to inform product improvements. It will promote ethical sourcing and worker wellbeing throughout the supply chain. The platform can facilitate user control over their data and privacy settings. This empowers users to manage how their data is collected and used by the product.
Pricing
- Price
- £15 to £250 a user a month
- Discount for educational organisations
- No
Service documents
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 finance@korelabs.co.
Tell them what format you need. It will help if you say what assistive technology you use.