Bubble Ltd.

Optional Cloud Support - Bubble PPM - Project Portfolio Management Software

This is an optional package, created to provide additional cloud support services to organisations who already use Bubble PPM Software (see our G14 Lot 2 Cloud Software listing for details). The options include:
- Additional training
- Ongoing Hypercare
- Integrations
- Access to non-standard modules
- Configuration support

Features

• Training: Supports new users, when numbers grow beyond agreed levels.
• Training: Up-skills existing users where advanced training is required.
• Integrations: Managed integration setup and maintenance support.
• Extra Configuration: Support for adding new functionality to Bubble PPM.
• Ongoing Hypercare: Active support after initial deployment Hypercare period ends

Benefits

• Training: Gets new users up-to-speed with Bubble PPM Software.
• Training: Enables existing users to create workflow efficiencies and improvements.
• Integrations: Extends core functionality by integrating with 3rd party applications.
• Extra Configuration: New functionality (or managed re-configuration) of current system.
• Ongoing Hypercare: Specialist support for customers with continuously evolving needs

£5,000 a unit

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

Framework

G-Cloud 14

Service ID

440848777614049

Contact

Mark Illman
01223 852 664
markillman@bubblegroup.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: Additional training is one of the optional packages within this Cloud Support Service options. Training is available as standard packages of time for groups of up to 80 users per package. Training can be directed towards a single provision type (new / existing users) or split between the two. The package can also be used to train different types of users. For example, portfolio managers, project managers and administrator users need a full day of training, and benefit from 1-1 instruction and smaller groups. Project teams and occasional users on the other hand, require less detailed instruction and can be taught in larger groups. Illustrations of how the package breaks down in practical terms, and details of maximum numbers for each user type, can be seen in our Cloud Support 'Service Definition' and 'Pricing' documents.
• Training is tied to specific services: Yes
• Services the training service works with: Bubble PPM - Project Portfolio Management Software

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Helps buyers who want to digitise their project and portfolio management processes and practices.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Bubble PPM - Project and Portfolio Management Software
  • Migration to Bubble PPM from incumbent or legacy platforms

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: All requirements for add-on Optional Cloud Support Services are validated with the customer in advance of service delivery. Once the services are enabled/configured, customers work with the Bubble support team to perform any Quality Assurance (QA) checks and and validate any performance tests.

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: All services listed within the above Cloud Support Services include active and ongoing support for organizations purchasing the package. This includes, but is not limited to:; • Ongoing help-desk; • Training videos; • Product support ; • 1-1 dialogue with named Bubble integrations support engineer; • 1-1 dialogue with named Bubble configuration expert; ; Additional Hypercare support services form part of the Optional Cloud Support services. This add-on service element is reserved for customers managing complex programs or with continuously evolving needs. It provides a high degree of collaboration and specialist support over and above the service provided to users via Bubble support. It can be used to:; • Define and deploy system refinements; • Develop new configuration requirements; • Take advantage of the more sophisticated configuration options; • Continuously adapt data management and reporting practices

Service scope

• Service constraints: All items items within this cloud support service can be delivered remotely. Some are best delivered remotely (e.g., integrations configuration).; ; Pre-Covid-19 Cloud Support training was generally provided on-site at the customer's location(s) as default, but in instances where this was not possible (e.g. due to geographical spread, or participants missing a particular session), the training would provided remotely via the web and training videos. ; ; As part of a living with Covid strategy, training can now be performed on-site or remotely (per client wishes).

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our cloud software includes: Live user support desk, help site and ticket resolution, and a Personal account contact point (for system Administrators). Support requests and tickets are monitored continuously (including weekends/public holidays - during which time urgent/critical requests are addressed). Bubble have 4 support level standards for response. Severity 1 incidents are addressed 24 x 7. All other severity incidents are supported 07:00 – 18:00 (GMT) Mon – Friday. During this time, we have a target response time of 1 hour for severity 1-2 incidents, 4 hours for severity 3 incidents, and 1 working day for severity 4 incidents.
• 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: No
• Support levels: Support is provided as part of each cloud support service described within the Lot-3 Bubble PPM Software Cloud Support Services Definition document. ; See 'Email or Ticketing' responses for further details. Telephone support is available to key account stakeholders and administrators.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: 29 October 2021 (Last assessment November 2023)
• 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: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Covid-19 recovery

  Covid-19 recovery

  Cloud based Project and Portfolio Management software platforms play a valuable role in:; ; • Facilitating team cohesion.; • Delivering project and portfolio level insights.; • Enabling tactical and strategic decision making.; ; With hybrid and remote working practices now the norm in many sectors, the Bubble PPM platform and associated Optional Cloud Support services ensures organisations deliver project and portfolio value, regardless of whether their users and teams are office based, remote, or working in the field.

Pricing

• Price: £5,000 a unit
• 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 markillman@bubblegroup.com. Tell them what format you need. It will help if you say what assistive technology you use.