Intec Systems Ltd

Notes & Domino Application Support (IBM / Lotus / HCL)

The HCL Lotus Notes & Domino Application Support provides a secure, scaleable and fully managed environment for clients looking to host their HCL Lotus Notes email and/or Domino applications in the cloud.

Intec will provide a complete tailored service, meaning the client can focus on it's core business areas.

Features

• HCL Domino application support
• Lotus Notes and application support
• Legacy Domino system and application support
• Fully hosted environment
• Fully managed Service
• Security rich services
• High level performance monitoring
• Virtualised or dedicated hosting environment
• ISO9001 accredited partner
• IBM and HCL Business Partner

Benefits

• Reduces business risk
• Cost reduction
• Predictable monthly cost
• Emininate on-site hardware
• Achieve a digital business model
• Responsive, agile and flexible approach
• Server migration capabilities
• Optimisation of architecture
• Remove single point of reliance for application knowledge
• Best in class application and infrastructure support services

£1,500 a unit a month

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 slaurie@intec.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

447416146990751

Contact

Steven Laurie
07841493822
slaurie@intec.co.uk

Planning

• Planning service: Yes
• How the planning service works: An initial meeting to fully understand the clients current and future needs and specific details around the existing environment. From this, we will make recommendations and agree the appropriate levels of service and support required.; Using the Intec 4-step methodology:; 1. Preparation; 2. Migration; 3. Application Familiarisation; 4. On-going support
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • HCL Domino (acquired from IBM in 2019)
  • HCL Notes
  • HCL X Pages
  • Lotus Notes
  • Lotus Applications
  • Email and collaboration
  • Rapid Application Development
  • Workflow
  • HCL Connections

Training

• Training service provided: Yes
• How the training service works: Client training needs can be discussed as part of the initial meeting.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The current user community will be migrated along with Application Security settings intact.; ; Intec's iMigrate migration tool will assist with the analysis and migration of applications and users to the new environment. iMigrate also manages security setting configuration on the new server. The future environment will be documented and agreed with you in preparation for the new server deployment.; ; The new Domino server and domain will be installed and prepared ready for applications to be migrated from the current environment. This includes configuring IBM best practice house keeping activities to ensure the server efficiency is optimised.; ; Intec will work with you to ensure appropriate back up procedures are in place and that consideration is given to recovery procedures in the event of a disaster
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • HCL Domino Applications
  • HCL Notes
  • Lotus applications
  • Lotus Notes
  • HCL Xpages
  • Domino workflow
  • HCL LEAP
  • HCL VoltMX Go
  • HCL Sametime

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Understanding the functional and technical details of the applications and environment is key to providing a high level of support to our customers.; ; Intec would take the approach of working closely with key people within your organisation to gain high level knowledge of the applications by filling out an Application Support Document for each supported Application.; ; This template gives a basis for collecting ‘standard’ support information for each application based on internal knowledge – found through meetings with both key stake holders from the business and also any available technical personnel supporting the Infrastructure on a day to day basis.; ; Any existing Standard Operating Procedures would be reviewed and suggestions for improvement would be made. It is also usual to review previously recorded Help Desk problems to check for repeating problems and determine whether improvements to the applications can prevent similar problems in the future.; ; As part of the overall process, we would work with the client to complete User Adoption Testing (UAT) to ensure performance meets expectations set out out by the business.

Security testing

• Security services: Yes
• Security services type: Other
• Other security services: Utilise external parties to assist with Security Consultancy

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: Support clients my migrating their HCL Domino applications to a Cloud hosting environment. From there, we manage the day to day availability of these applications and freeing up resource at the client site.; Once migrated, the service will be monitored to ensure availability of applications with support available if and when required.

Service scope

• Service constraints: The support service is delivered remotely, however clients are able to raise support calls via email or phone (we do have regular on-site meetings with clients to discuss the service and plan for future requirements accordingly).; ; No other constraints.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our specialists are available Monday to Friday 9-5 for all support requests. The client can submit requests according to the severity of the issue either by email or phone. The support team will pick this up within the service levels agreed.; ; Support requests outside of normal working hours cost more, however this is unlikely given the nature of Domino applications in the client environment.; ; All clients will have a technical escalation point and a general account manager for all queries and requests. We also recommend a monthly update call and quarterly meeting to review progress and plan for future requirements.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Our team of specialists are available Monday to Friday 9-5 for all support requests. The client can submit requests according to the severity of the issue either by email or phone. One of the support team will pick this up within the service levels agreed.; ; Support requests outside of normal working hours would cost more, however this is unlikely given the nature of Domino applications in the client environment.; ; All clients will have a technical escalation point and a general account manager for all queries and requests. We also recommend a monthly update call and quarterly meeting to review progress and plan for future requirements.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: IBM and HCL (acquired IBM Domino in 2019).

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: Bureau Veritas
• ISO/IEC 27001 accreditation date: Certification / Recertification cycle start date: 02 October 2020
• What the ISO/IEC 27001 doesn’t cover: []
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 30/07/2018
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Currently working towards Cyber Essentials Plus

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Intec is a small business but can contribute to climate emergency by adopting best practice in business operations. The business looks to optimise transportation through car sharing whenever possible, offering working from home and holding at least 50% of client meetings via web meeting when they would have previously been held in person. Our business solutions are focused on Software-as-a-Service (SaaS), adopting server and storage capacity from key vendors, thus reducing footprint of servers in our clients' businesses and reducing energy consumption. Internally, replacing appliances with more efficient devices and adopting 'green' energy tariffs. Promote recycling and reducing all forms of waste - educating employees to be more effective and adopting best practice at work and home.

  Covid-19 recovery

  Intec can play a part in supporting COVID-19 recovery by promoting and maintaining effective hygiene levels, continuing to offer remote working and sustainable travel solutions, particularly for those employees who are vulnerable or shielding. Taking on employee feedback to assess and improve workplace conditions and offer staff training to raise awareness on health and wellbeing. Reviewing status at monthly management reviews to ensure any improvements can be implemented quickly. Providing effective support to employees affected by COVID-19 either directly or family members.

  Tackling economic inequality

  The purpose of this policy is to provide equality and fairness for all in our employment and not to discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, ethnic origin, colour, nationality, national origin, religion or belief, sex and sexual orientation. We oppose all forms of unlawful and unfair discrimination.; ; All employees, whether part-time, full-time or temporary, will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. All employees will be helped and encouraged to develop their full potential and the talents and resources of the workforce will be fully utilised to maximise the efficiency of the organisation.; ; Intec support decent working conditions for all employees throughout the business and wider supply chain where possible.; Continually provide education and training to improve skills of the workforce.; Invest in R&D which aligns to sustainable development to drive economic growth and improve productivity.

  Equal opportunity

  Intec Systems Limited is committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give their best.; ; To that end the purpose of this policy is to provide equality and fairness for all in our employment and not to discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, ethnic origin, colour, nationality, national origin, religion or belief, sex and sexual orientation. We oppose all forms of unlawful and unfair discrimination.; ; All employees, whether part-time, full-time or temporary, will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. All employees will be helped and encouraged to develop their full potential and the talents and resources of the workforce will be fully utilised to maximise the efficiency of the organisation.; ; Our commitment:; To create an environment in which individual differences and the contributions of all our staff are recognised and valued.; ; Every employee is entitled to a working environment that promotes dignity and respect to all. No form of intimidation, bullying or harassment will be tolerated.; ; Training, development and progression opportunities are available to all staff.; ; Equality in the workplace is good management practice and makes sound business sense.; ; We will review all our employment practices and procedures to ensure fairness.; ; Breaches of our equality policy will be regarded as misconduct and could lead to disciplinary proceedings.

  Wellbeing

  Intec adopts inclusive and accessible recruitment practices, development practices and retention focused activities including recruiting, managing and developing people with a disability or health condition. Investing in the physical and mental health and wellbeing of the workforce. Employees have a clear process of raising concerns or ideas to the management team. Monthly management meetings and weekly 'check-in' calls ensure requests and ideas can be considered and actioned quickly and effectively. Improving Mental Health at work by offering flexibility and working from home to enable employees to manage work/life balance effectively. Providing 25 day holiday entitlement plus Bank Holidays (33 days total) Providing family healthcare cover Intec recently transitioned to become an employee-owned business run through an employee ownership trust (EOT), which enabled the company to be acquired by a Trust which exists for the benefit of all the company employees, who will then indirectly own the business. EOTs were established in the Finance Act 2014 to encourage companies to become employee owned. This ownership model is seen by the government as having an enduring ownership structure and tangible employee benefits, resulting in a long-term strategic view and increased business investment, to the benefit of not just the employees, but customers and business partners also.

Pricing

• Price: £1,500 a unit a month
• 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 slaurie@intec.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.