Sera Neon

Oracle Cloud BAU Support

Oracle Cloud BAU Support. Programme-BAU Transition. Support end-users and the Business/Operations team with Oracle Cloud Functional and Technical incidents. Manage the BAU Service desk, including incident triaging. Manage the complete incident-to-deployment lifecycle. Working collaboratively with the business ensures robust enablement and continuous service improvement.

Features

• Fixed Price or Time and Material models for development activities
• One to One Technical and Functional Guidance
• User Enablement along with BAU Support and Management
• 24/7 Global Service Desk Management
• Large Repository of Reports
• Redwood Deployment
• Flexible Support Model & Managed Services
• Repository of Training Manuals
• Repository of UAT scripts
• Tools and Methodologies to development activities

Benefits

• User Enablement
• In house tools to help with
• 1 to 1 User guidance
• Support Business Adapt the change
• Continuous improvement of the deliverables
• Ensures Designs are scalable
• Enables and Empowers
• Clients Extended Team. One Team
• Accurate and weekly Reporting
• Quarterly Oracle Update support

£155.00 a unit

• Education pricing available
• 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 bid.team@seraneon.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

305262426994682

Contact

Lianna Messent
07751712195
bid.team@seraneon.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Oracle Cloud ERP, HCM, CRM, CX
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: License for Oracle Cloud HCM or ERP

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 1 Hour for a Sev1, 3 Hour for Sev2 and 5 for Sev3; ; This is 24/7 365 days model
• 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: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Testing is Work in Progress
• Onsite support: Onsite support
• Support levels: We have an open, flexible model depending on level of support you require. All options including a Technical Account Manager are available. Technical Account Manager is assigned to every project regardless of the scope and is included in the cost
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: It all depends on the specific requirement. For instance, if the need is to develop and train, the number of users to be trained will determine how early they are involved in the testing cycle. Nonetheless, we will always conduct initial training sessions to help users become familiar with Oracle Cloud SAAS as a whole and how it all fits together in terms of testing. We believe in User Enablement and Empowerment. Our enablement strategy includes users engaging with our technical teams at the onset, shadowing and then being shadowed, providing ongoing support, encouragement and empowerment
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: All Transaction Data is available via Oracle Cloud or through the testing tool used in the project
• End-of-contract process: 1 month post go live support is included. Contract can be fixed price or time and material.; User Training to support UAT is included, however it is expected that the Key/End/Professional users to have undergone extensive Functional and Technical trainings

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Depends on the Oracle Cloud Product
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: Yes
• Description of customisation: Completely flexible model. No minimum Scope requirement.

Scaling

• Independence of resources: Resources are always dedicated to one single project/object at a time. The Engagement/Project Manager from our organisation will ensure non disruption to the service

Analytics

• Service usage metrics: Yes
• Metrics types: Service Usage metrics is normally provided in a flexible support model. However In case of a fixed price service a weekly Report will be provided.
• Reporting types: Regular reports

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Various formats will be available to extract the data i.e. Pdf, Excel etc.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PDF
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: With some of our public sector clients, we have been provided with their laptops to connect securely.
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: During the course of development and thereafter during the support period their will ensure guaranteed availability of our resources for all workshops, meetings, development and testing phases as required. In an unlikely situation of a Sera Neon contact not being available due to illness or any reasons beyond their control, we will offer a replacement as soon as possible, Sera Neon resources are always shadowed by equally qualified resources to ensure Business Continuity.
• Approach to resilience: Sera Neon resources are always shadowed by equally qualified resources to ensure Business Continuity. In terms of Data, this information can be provided on request
• Outage reporting: There will be no outages in terms of the development activities. In an unlikely event of services coming to complete halt, this will be reported via an email. We however operate from multiple locations to ensure Business Continuity

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: The access restrictions will be defined by the programme/client and followed by us.
• Access restriction testing frequency: Less than once a year
• Management access authentication: 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001
  • Oracle Cloud Certifications

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Testing is determined by projects security controls in place. The testers however have been through various IT security trainings to safeguard data and assets.
• Information security policies and processes: Our process includes securing components from all ends, it includes software/hardware devices, physical parameters, human interference, information and data and access controls.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: In the due course of the testing lifecycle, we would normally follow the programmes defined Configuration Management Processes. Our Internal process will include a named System Administrator who will be the only person responsible for the changes to the configuration. We have found this approach to be very helpful in terms keeping the Configuration and Security parameters in control
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In terms of the Security threats, these are managed by our System Security providers. Various other software's we use have there specific protocols of keeping us informed of any security threats. Our IT team will regularly check all our machines for any security Gaps.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use Bit Locker services to identify any breaches. Any compromises are responded to straight away and may include jamming the respective machine for further investigation
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is normally done by deploying incident management tools and are catered to based on their severity and priority levels. Incident reports are normally available as standard from these tools and reporting is as per the project requirements

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  Working on a strategy with Reading Food Bank on 'Return to Work'.

  Wellbeing

  We work with Reading Food Bank, providing financial and voluntary support. Our recent support has included donating 5% of our monthly revenue for three months to the Food Bank starting in April 2024. This consists of revenue generated from G Cloud

Pricing

• Price: £155.00 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free Prototype Testing can be provided.

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 bid.team@seraneon.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.