Namos Solutions Ltd

eNlighten - Oracle Cloud Managed Service

Oracle Managed Services for ERP, HCM, EPM, SCM, Payroll, OCI, TECH, IAAS, PAAS, Payroll Bureau Services helping organisations optimise Oracle Cloud and Technology to support their growth. A team of highly trained, UK based consultants ensure customers maximise the employee value and return on their Oracle investment whilst minimising risk.

Features

• Base Support - All year-round support of incidents and problems
• Full accessed through Namos Support Portal, Phone and Email
• Personalised dashboard to view your account
• Maximising RoI by enhancing and developing your investment
• On-site Value Optimisation Reviews (floorwalking)
• Identification of enhancements providing business benefits and increased user adoption
• Testing – Providing testing support for quarterly releases
• Knowledge Transfer – to increase internal knowledge and enable self-sufficiency
• Training: Provide bespoke training to enable self-sufficiency
• Environment Management: Provide advice and guidance for effective environment management

Benefits

• Managed Services is Oracle CSPE accreditation for applications and technology
• Flexible service offering: support, consultancy and change - bespoke service
• Access subject matter experts with customer user experience
• Third Party Support providing Value based outcomes
• Get expert, friendly advice and support when you need it
• On-site floorwalking allows customers to see the system, providing guidance
• Strategic roadmap planning: enabling future value from Oracle investment/adoption
• Testing support, frees up time to focus on business-as-usual tasks
• Knowledge transfer enables customers to be self-sufficient and gain value
• Namos use Oracle, so we're uniquely placed to advise customers

£650 a unit a day

• Education pricing available

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

Framework

G-Cloud 14

Service ID

421726258442273

Contact

Paul Kavanagh
0845 299 6220
pkavanagh@namossolutions.com

Planning

• Planning service: Yes
• How the planning service works: The start of a new eNlighten service contract commences with Transition. This is the planning phase where all parties involved understand what is required of them and the associated timescale. It commences with a Transition Kick-off which explains what information Namos requires and what activities are required to be undertaken prior to the service commencing. For those clients who are ending their implementation projects it will include working closely with the implementation partner through hypercare. For those clients who are moving away from an incumbent provider then it will include handover activities for any open tickets. An efficient and effective transition ensures our users can make full use of the eNlighten service from day one.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Oracle SaaS
  • Oracle PaaS
  • Oracle IaaS

Training

• Training service provided: Yes
• How the training service works: Training and knowledge transfer activities are still required when you are live. In many cases only minimal and essential training is undertaken during a project. With the eNlighten Managed Service our clients can consume their call off to request training or knowledge transfer activities at any time. Once a request is received, Namos work with our clients to agree on the best approach for that particular request e.g. on site, off site, user manuals, recorded sessions, etc. We will then produce a document agreeing the scope, deliverables, assumptions and effort for approval by the client before commencing. In addition to training, we provide a growing number of knowledge-based articles which can be shared with all our clients or for an individual client. These knowledge-based articles are produced by our support agents and describe how to resolve an issue so the client can do it themselves if it arises again.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Oracle SaaS
  • Oracle PaaS
  • Oracle IaaS

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: During the transition phase into the eNlighten Managed Service, Namos will set up the Client's users who will be logging tickets and requests, approvers to ensure that all work requiring approval goes to the right people and we create a Client Share area on our eNlighten SharePoint where important documentation is stored. We can migrate existing tickets from your legacy system if required.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Oracle SaaS
  • Oracle PaaS
  • Oracle IaaS

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: For our eNlighten clients, all change requests go through the Namos internal CAB before requesting client approval. Changes are tested before passing to the client for UAT and sign off so that the change can be moved to Production.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Security incident management

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: The Namos eNlighten Managed Services support covers all aspects of the Oracle Cloud solution, from Infrastructure (IaaS), Database (DbaaS), Platform (PaaS), to Applications in SaaS.; The eNlighten Managed Service provides an additional support layer to that of the Oracle service provided under the Oracle Cloud licence agreement. Our flexible service combines tickets and call off consultancy days providing our clients with a support platform they can tailor to their requirements. Our clients are onboarded using a proven and structured approach. The dedicated team of UK-based functional and technical consultants can provide 1st, 2nd, and 3rd line support across all modules, aligning to ITIL methodology. The service can be accessed through the Namos Support Portal, Phone, or Email. The Support Portal is available 24*7 and provides an easy to access self-service portal to raise tickets or requests as well as a ‘how to’ knowledge base. Our service is overlaid with a strong governance and each one of our clients is assigned a single point of contact who undertakes monthly service reviews and quarterly business reviews.

Service scope

• Service constraints: Support models vary in the mix of base and call off support, and times required i.e. 8.30am-5.30pm weekdays is standard but 24/7 is available, as well as a mixture of on-site or remote working.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This is dependent on the priority of the ticket
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Co-browse oracle service functionality is available as standard.
• Support levels: Namos services are constructed using a combination of Base Support (i.e. fixed cost) and a flexible Call-Off Time arrangement. The levels of base support and call off are agreed with each client to reflect their business need. ; The dedicated team of UK based functional and technical consultants can provide 1st, 2nd, and 3rd line support across all modules, aligning to ITIL methodology. The service can be accessed through the Namos Support Portal, Phone, or Email. The Support Portal is available 24*7 and provides an easy to access self-service portal to raise tickets or requests as well as a ‘how to’ knowledge base. Our service is overlaid with a strong governance and each one of our clients is assigned a single point of contact who undertakes monthly service reviews and quarterly business reviews.

Resellers

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

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: URS
• ISO/IEC 27001 accreditation date: 17/01/2022
• What the ISO/IEC 27001 doesn’t cover: Our Statement of Applicability shows that our Information Security Management System covers the full gamut of the standard except for clauses A.11.1.5 and A.11.2.3 (which cover security of cabling and environments that are not relevant to our business).
• 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

  Across the UK, the devolved Nations take a different approach for their Net Zero commitments, with varying targets between 2030 and 2050. In addition, individual public sector bodies have responsibility for their own emissions, setting their own target dates. Namos has set a target of achieving Net Zero emissions by 2030, meaning no negative impact to cross Government targets of becoming net‑zero, whatever the target required. ; In meeting the 2030 targets Namos have set a science-based target (SBTi) to reduce emissions according to defined criteria, verified by Net Zero Now. The “Net Zero” Registered Certification Mark recognises that Namos is working towards neutralising its climate impact in line with all relevant environmental legislation, regulation, and significantly best practice imposed Protocols and global standards. ; Namos aim is to maintain/ reduce its Scope 1, 2 and 3 emissions by at least 30% over the next 5 years. To continue its progress toward achieving Net Zero, Namos has adopted the following carbon reduction targets established by the Net Zero certification, reducing its Scope 1 and 2 emissions by 15% by 2025, and Scope 1, 2 and 3 emissions by 30% over the next 5 years. This decrease will see Namos’ emissions drop from 175.60 tCO2e to 122.90 tCO2e by 2027. ; Circa 20% of Namos’ footprint is related to business travel and employees are already encouraged to travel by public transport, preventing and minimising avoidable emissions. Namos work with its customers in developing their preferred operating and delivery model, for example implementing a hybrid onshore delivery approach, with a mixture of face to face at key stages of projects and then remote working. Namos will agree with customers a project approach reflecting both the customer’s own, and Namos’ commitments to internal and external emission targets while not compromising on service delivery excellence.

  Covid-19 recovery

  Even before the pandemic, a distributed workforce was becoming more common, with the deployment of new Software-as-a-Service (SaaS) tooling integrated into business structures enabling remote working, facilitating communication, promoting productivity, and ensuring improved data safety and collaboration. Namos’ service provision, focussed solely on the deployment of, and providing ongoing Managed Services for Oracle Fusion Cloud supports this approach. In helping customers with their Oracle service requirements Namos helps customers to continue improving their workplace conditions post COVID-19 enabling them to deliver effective social distancing when required, to work remotely safely and securely, and help deliver a reduction in travel requirements to meet sustainable targets.; Namos Public Sector customers range across Local Government, Central Government, Blue Light and Higher Education, and this has helped Namos develop a deep understanding of the challenges that Public Sector organisations face in moving from outdated legacy systems that prevent effective management of services, communication and efficient collaboration, to modernised, SaaS cloud solutions that transform ways of working.; Often met with, and encountering a reluctance for change, Namos’ consultants understand that with people at the heart of any organisation, the key to a successful project is ensuring that employees are on board and are driven towards achieving the same goals. Namos experience within the Public Sector will therefore help customers provide improved workplace environments, conditions and service delivery models through: ; Best practice business processes: delivering improved practices in a remote working environment, challenging and facilitating customers to take advantage of existing and new digital technologies; Putting users at the centre: acting as an enabler and being designed with simplicity and accessibility in mind for all employees ; Secure and resilient: ensuring agile and flexible digital technology solutions that will empower and improve service delivery, with an understanding of the additional compliance considerations required by the Public Sector.

  Tackling economic inequality

  Namos aim is to work closely with customers to deliver real, tangible community benefits and social value to the communities in which we operate. We recognise that plugging individual schemes and initiatives into a customer’s own wider strategy can multiply the benefits that can be achieved by delivering social benefit on individual schemes. Where successfully awarded contracts Namos is happy to tailor its current social performance activities or explore a customer’s own ideas that maybe more relevant to a customer’s direct community, or available and relevant jobs and skills development opportunities, for example, Namos’ Women in Tech group have worked with local schools to attend career days and workshops to encourage more young girls to take STEM subjects at school.; The below provides examples of Namos’ commitments in areas related economic growth, closing the digital skills gap, and promoting prevention of employment challenges within the disadvantaged across society: ; Signing the Armed Forces Covenant and Defence Employer Recognition Scheme (ERS) Bronze Award; Foundation of the Namos Veterans Recruitment Program ; Bi-annual collaboration with the Career Transition Partnership ; Sponsorship and attendance at WiT Excellence Awards; Signed the Tech Talent Charter, driving greater diversity and inclusion in technology roles ; Hire STEM Women certification.

  Equal opportunity

  Namos is an equal opportunity employer with a stated policy and a vision to have a respectful and supportive workplace that enables us to attract and retain a diverse workforce representative of our customers and community. Namos has a dedicated DE&I strategy and every autumn goes above requirements for a business its size by contributing employment diversity data for publication in the Tech Talent Charter annual Diversity in Tech report. ; Namos’ DE&I strategy is a multi-year plan to help it achieve our business and people goals. It provides a shared direction and commitment for the organization so we can work together to respect and value our diverse workforce and build a more inclusive workplace. ; Namos also holds Disability Confident Level 2 Employer status under the Disability Confident Scheme. It recognises that Namos ensures people with disabilities get equal opportunities and a fair chance in the workplace. ; Namos do not currently qualify under the current Modern Slavery Act criteria to produce a statement, however it is committed to its principles and the abolition of modern slavery and human trafficking, and has completed an assessment of Slavery and Human Trafficking Risks, which is reviewed on an annual basis. Due to the nature of the services provided and consulting business, Namos has assessed itself as having a low risk of modern slavery within the business and its supply chains, but continues to assess and manage this risk, and as part of Suppler due diligence as a minimum, Namos expects its suppliers to: ; Comply with all applicable laws and standards ; Adopt fair and ethical employment practices ; Take proportionate steps to identify and reduce risks of child labour and modern slavery ; Provide the Living Wage as a minimum to all your employees.

  Wellbeing

  Namos recognise and value the role that managing social performance can play in delivering longer term benefits to its employees and the communities that it operates in. We also know that ensuring employee wellbeing, satisfaction and high levels of engagement contributes to minimising turnover, attracts the best talent and helps to foster innovation, all key considerations for the effective delivery of customer services awarded via the G-Cloud Framework. ; Namos aim to create a work environment that is conducive to good mental health and overall wellbeing for our employees by promoting good health and identifying, eliminating, or minimising all harmful processes, procedures, and behaviours that may cause psychological harm or illness. In demonstrating action to support the health and wellbeing, including physical and mental health, Namos initiatives include: ; Provision of a health and wellbeing scheme via, Vitality, to all employees ; Monthly newsletter covering wellbeing topics, as well as some Culture Club events and guest speakers from partner organisation Vitality ; Mental Health awareness training and certificates for Managers ; Signing the Menopause Workforce Pledge ; Cycle to work scheme; Namos also actively promote community integration and collaboration across its own employee communities and that of it’s customers. Each year Namos partners with a chosen charity where funds are raised through various voluntary events, over the past three years Namos have supported, Fareshare, Children with Arthritis, and in 2024 Child Autism UK.

Pricing

• Price: £650 a unit a day
• Discount for educational organisations: Yes

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