Embridge Consulting (UK) Ltd

Unit4 ERP Application Managed Service Support / Helpdesk Cloud hosted ERPx Agresso MS7 Support

Award winning Unit4 ERP support partner (Elite/Global No1 Service Delivery) delivering to ITIL, ISO9001/27001 standards including SLA's. 60+ accredited consultants with In-depth knowledge of: project cycle implementations/design/build/testing/training/go-live and supporting on-premise, cloud migrations MS7 ERPx (Agresso) UAT Testing, Finance, Reporting, RERX, Procurement, Budgeting, HR, Payroll, API/Interfaces. 3 Unit4 ERP support levels.

Features

• Elite Unit4 Global No1 Service Delivery partner, accredited consultants
• Unit4ERP Issue investigation/resolution via Helpdesk Online Ticketing system
• All Unit4 ERP Modules, Interfaces, Development, Implementations and Upgrades
• User assistance and task processing and Agresso system admin functions
• Support during ad hoc/planned absences/peak times/regular support/per project
• Proven template methodology including full project cycle migration to cloud
• Dedicated Unit4 (Agresso) Helpdesk team supported by our Application Consultants
• Unit4 cloud migrations, optimisation, data migration, health checks
• Triage service via web, email, phone, 3 levels, ITIL compliant
• UAT testing, Unit4 Cloud migration MS7 ERPx, change management

Benefits

• Reassurance of accredited solution experts voted Global No1 Service-Delivery Partner
• Reduces costs, implementation timescales, no ongoing internal team training
• Solutions covered by certified Unit4 Elite partner, ISO9001/ISO27001/ITIL/Cyber Essentials
• Ensuring systems are optimised, updated and performing correctly
• Reduce recruitment costs/overheads of having full time internal support
• No temporary costs when staff are unavailable, sick, holidays
• Significantly reduce internal management costs and stress
• Help you to plan for future improvements and upgrades
• Consistent, here when you need us, backed by Unit4 experts
• Business Transformation as a Service (BTaaS) volume discounts available

£93.50 to £167.14 a unit an hour

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 enquiries@embridgeconsulting.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

328712296716791

Contact

Emma O'Brien
01474555505
enquiries@embridgeconsulting.com

Planning

• Planning service: Yes
• How the planning service works: Initial discussions to understand the business context and plan the scope of project, followed by detailed analysis of business requirements and solutions design and approval with the customer. Systems implementations almost always go hand in hand with business transformation. Design workshops will therefore take account of changes to business processes to ensure the system will support best practice and that the solution uses the functionality of the software in the most effective way. Each workstream is planned in detail to ensure sufficient time, resource and capability is available both from customer and supplier to complete the build on time and within budget to achieve required specification. Our project management methodology ensures that the work is controlled and monitored by the establishment of a clear governance structure with senior stakeholder involvement, and business representatives appointed to take responsibility for requirements and acceptance in each workstream.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Unit4 ERP and ERPx (Agresso Business World)
  • Digital Change Programmes, Change readiness OD & Digital Improvement
  • ERP System Selection Business System Implementation,
  • Unit4 FP&A

Training

• Training service provided: Yes
• How the training service works: With our team of training experts across business systems and platforms we provide both tailored, business process-driven, customer-specific training as well as standard training using a blended learning approach. We cover training needs analysis, planning, development and management, Train the Trainer, eLearning, remote and classroom, end user, technical, super user, differences and upgrade workshops, guidance notes and quick guides across all technologies we implement and support, including Unit4 ERP (Agresso Business World) and Xledger. Our trainers employ techniques developed over years of experience to deliver high quality services which leave the users empowered, educated and enthusiastic to use the relevant elements of the software. We pride ourselves on directing the training content to satisfy the specific business requirements of the trainees, thus avoiding covering unnecessary aspects in the training delivery. We also offer a whole host of eLearning courses, both off the shelf, branded and bespoke to cover the training of distinct activities within the software, such as timesheet/expense entry and approval, requisition entry, updating personal details, absence requesting, etc. We use modern and engaging techniques to build modules including Try Me examples. Training can also cover topics such as GDPR, Anti Money Laundering and Health & Safety.
• Training is tied to specific services: Yes
• Services the training service works with: Unit4 ERP and ERPx (Agresso Business World) - all modules

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: On-boarding plan produced and 3 day knowledge transfer activity and production of a client operating manual. The knowledge transfer activity will cover:; 1. Review of solutions design document; 2. Review of build documentation; 3. Obtain details of operational procedures and ongoing system maintenance; 4. Review of existing issues; 5. Review of any future or on-going development requirements; 6. Agree classification of priority levels for SLA purposes; 7. Implementation of change control process; 8. Issue document detailing how to log calls
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Unit4 ERP and ERPx (Agresso Business World) cloud based software

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our Quality Management System has successfully achieved ISO9001 (2015) certification. This covers all our services from project management through data migration, design and build, testing and post go live support. All our solutions, designs and builds are internally reviewed and undergo end to end unit testing, followed by volume testing both by our own consultants and supporting the client's user acceptance testing phase. We provide clients with test scripts designed for their own business processes to ensure that all core processes are tested and validated well in advance of Go Live. The testing phase will ideally follow three iterations and after each phase, reviews will be carried out to ensure that any required fixes are properly documented, tested and signed off.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Our Embridge Managed Service can cover three levels of support including triage service and liaising with software vendors, performance statistics and recommendations for ongoing support and training needs such as weekly/monthly processing and reports, or areas causing processing delays in workflow, server processes, system inefficiencies and report queues are monitored with regular checks of data integrity, user management (including creation and management of new users, roles and leavers), training, functional fixes and minor report changes as well as upgrade support advice and guidance on software developments and functionality can be provided. Our Embridge Managed Service support works with multiple technologies, including but not limited to all modules in Unit4 ERP and ERPx (previously Agresso Business World), Gcon4 tooling, Hireserve Applicant tracking Solution (ATS), Proactis Spend and Contract Management Software Solutions, Xledger (all modules), Income Manager Software, Talent Management, Financial Planning & Analysis (FP&A) advanced budgeting and forecasting.

Service scope

• Service constraints: Support is available 08.00hrs to 18.00hrs (GMT), Monday to Friday, excluding UK (ENG) Bank holidays, although extended cover can be available by prior arrangement, subject to an additional cost. Support is usually available on a remote basis, however on-site consultancy support can be arranged subject to on-site rates. Our support team currently covers operations across multiple countries, time zones and continents; we have arrangements to cover non-UK time zones if required, subject to additional cost.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Embridge Consulting’s SLA is exampled in our Service Definition document. The response and resolution times are based on Helpdesk open hours, however in most cases we provide a significantly faster response time. Response times are included in the SLA, whereas the resolution times are indicative and are not included in the SLA. Monthly reports are produced demonstrating compliance and any breaches in SLA. Please see our Service Definition document for further details.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: Yes, at an extra cost
• 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: Service is available with a valid Manged ERP contract. Users have the ability to screenshare, upload files securely and chat to our support team. Our support team are available between the hours of 08.00hrs to 18.00hrs (GMT), Monday to Friday, excluding UK (ENG) Bank Holidays.
• Web chat accessibility testing: None
• Support levels: Support is available 08.00hrs to 18.00hrs (GMT), Monday to Friday excluding (ENG) Bank holidays, although cover can be extended by prior arrangement subject to additional cost. Support is usually available on a remote basis, however onsite consultancy support can be arranged at additional cost. We offer three levels of support and would refer you to our Service Definition Document for further details and pricing document for costings. All Embridge clients have access to an account manager and depending on the level of support taken a client success manager will be appointed.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Unit4 ERP and ERPx - all modules

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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 03/01/2019
• What the ISO/IEC 27001 doesn’t cover: Our consultancy services are covered.
• 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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our services can be delivered entirely remotely, reducing carbon footprints through the removal of travel and reduction in carbon emissions, helping companies and organisations in their drive towards net zero. We are ISO14001 accredited and will always strive to influence staff, suppliers, customers, and communities to leverage the most environmentally advantageous routes to desired outcomes, including where feasible remote delivery and paperless engagements.

  Tackling economic inequality

  We look to increase supply chain resilience and capacity. We are proud to be a Supporting Member of the Social Enterprise UK, which is the leading global authority on social enterprise partnering with and supporting social enterprise and increased social value in local and national communities across the UK. As an SME and with a keen interest in helping UK / local social enterprises (SEs) and SMEs build and grow, we look to engage SEs and SMEs wherever we can within our supply chain.

  Equal opportunity

  We are a Disability Confident Employer and an Equal Opportunities Employer. We are proud of the employment practices under which we operate and invest heavily in sustaining a positive, supportive, and flexible workplace culture. Embridge Consulting is committed to promoting and delivering equality, diversity, inclusivity, and positive culture in the local and wider communities. A Supporting Member of the Social Enterprise UK, and a certified Disability Confident Employer, we do not believe that individuals should be measured or determined by characteristics, but by what they can do and deliver. We are a wholly inclusive employer who will always look to recruit and onboard people with the right work ethos and behaviours, as well as exceptional skills and knowledge, priding ourselves on always being able to say that we promote fairness across all of our actions. Embridge Consulting is proud of its commitment to actively support fair and equal treatment, overcoming inequality, and helping to bridge the gaps and allow people opportunity to realise their full potential. As part of our ethos, behaviours, and Disability Confident certification, we actively influence staff, suppliers, customers and communities to support disabled people and promote the representation of disabled people in a workplace setting. ; ; We take great care to ensure that all our staff and those whom we can impact in a positive way are free from discrimination, restraint, or unfair or poor treatment, believing in the value of human beings and the contribution an individual can make for the better of our local and wider communities. We do not behave or act in a way which is contrary to these beliefs, and we would disengage immediately with any partner or business we felt to be behaving against our approach to equality and fair treatment.

  Wellbeing

  With our positive and supportive culture of fair and equal treatment, respect, and care, we utilise our skills and abilities to deliver the best we can for the people who matter – our staff and our communities. At Embridge Consulting, our staff are given a variety of wellbeing mechanisms from Day One of employment. We have in place comprehensive support for our team members and their families and we actively encourage open conversations and collaboration on identifying wellbeing challenges and how to support resolutions for people. We have Mental Health First Aiders across our organisation who support our team members experiencing challenges and are able to lead information dissemination on wellbeing best practice and approaches to better wellbeing, physical, and mental health. We are always looking to open dialogues and drive conversations about wellbeing and influence staff, suppliers, customers, and communities to take wellbeing seriously and drive better focus on wellbeing and positive impacts across individuals and communities.

Pricing

• Price: £93.50 to £167.14 a unit an hour
• Discount for educational organisations: No

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 enquiries@embridgeconsulting.com. Tell them what format you need. It will help if you say what assistive technology you use.