MPHASIS UK LIMITED

Support and Managed Services for Microsoft Dynamics Business Applications

Mphasis' Support team offer global technical and functional support and managed services for all Microsoft Dynamics 365 business application products. Mphasis offer support partnerships for incident, problem and change management, following ITIL Framework Methodology with published SLAs and providing dedicated Service Delivery Managers. Fixed price/flexible deals are available upon request.

Features

• Microsoft Dynamics Finance and Supply Chain Management Helpdesk and support
• Microsoft Dynamics 365 Customer Engagement (CE) Helpdesk support and consultancy
• Microsoft Dynamics 365 Customer Engagement (CE) Helpdesk support and consultancy
• Dynamics Power Automate, Power BI, Power Apps, Logic Apps support
• Fixed price and flexible Application Managed Service contracts available
• 24x7 Helpdesk support for Application/Cloud Azure support and consultancy
• Dynamics applications Update Services, ongoing upgrades and application lifecycle management
• Testing up-to 30 D365 F&O scripts in designated Sandbox Environment
• Robotic Process Automation (RPA) test/process automation as a service
• Cloud Azure managed services including platform and infrastructure Helpdesk support

Benefits

• Experienced Microsoft Dynamics Support team with 10 years+ knowledge.
• Work in partnership to collaborate on Microsoft roadmaps and improvements.
• Update Microsoft systems to latest versions via dedicated Evergreening Teams.
• Increase internal support models and knowledge via regular technical workshops.
• 24x7 support for critical incidents via experienced 3rd line consultants.
• Direct escalation access to experienced and senior Microsoft engineers.
• Dedicated Service Delivery and Account Managers for escalation and advice.
• Competitive, flexible pricing for standard and ad hoc support requests.
• AMS offerings available providing dedicated resources covering all Microsoft Applications.
• Full technical handover or audit provided for each new customer.

£90 to £1,487 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 mphasisukps@mphasis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

472087686071164

Contact

Gaurav Singh
+447424958499
mphasisukps@mphasis.com

Planning

• Planning service: Yes
• How the planning service works: Planning services for the Cloud Software solution implementation on D365 will be provided to the clients based on the business requirements and priorities set by the clients. Planning the cloud services would depend on number of users and instances of the software that client would require.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Typically these courses including hands-on labs or practical exercises to reinforce learning.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft D365
  • Power Automate
  • Power Pages
  • Power BI
  • Copilot Studio
  • Microsoft Dynamics 365

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migration of D365 solutions from On Premise to Cloud and also within Cloud movement like moving from Amazon Cloud to Microsoft Azure etc. are the possible services. Microsoft provided migration options coupled with Infosys expertise on the product and solutions will help in planning the migration from Cloud OR between Clouds.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Mphasis Microsoft Dynamics practice has the process in place for handling the Quality Assurance for the solutions built on Dynamics 365. Entire functional testing, System Testing and the System Integration testing will be handled by the delivery teams. For Performance testing, Microsoft gives assurance on the performance as D365 is hosted on Azure. In specific instances where we require to handle Performance testing, Mphasis can handle various types like Load testing, etc.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Other
• Other security testing certifications:
  • CISSP
  • CISM
  • CISA
  • ISO27001 Lead Auditor
  • Security Product Certifications-CISCO, Checkpoint, CyberArk, Sailpoint, Oracle, Symantec etc.)

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: PowerOps addresses the importance of having SLAs around the Power Platform solutions –especially covering any business-critical solution in production. The aim is to ensure the customer sets up a support internally if they have the capacity and skillset to do so or Mphasis can provides three levels of support packages as an alternative option. The details of each package will be finalised during the engagement.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support can be provided 24/7 or 9 to 5 according to project requirement. We work with the client to agree on the SLAs required
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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 A
• Web chat accessibility testing: Not tested by Reseller, but Microsoft are conducting testing and implementing feedback into their Synchronous conferencing packages. This will include screen-reading and navigation capabilities.
• Support levels: Support services are limited to the Software Solution that is hosted on Cloud. Any Cloud related issues will be handled by the Product Vendor Microsoft.

Resellers

• Supplier type: Not a reseller

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: BSI
• ISO/IEC 27001 accreditation date: 31/10/2021
• 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: Yes
• Other security certifications: Yes
• Any other security certifications:
  • CISSP
  • CISM
  • CISA
  • Security Product Certifications-CISCO, Checkpoint, CyberArk, Sailpoint, Oracle, Symantec etc.)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Mphasis takes climate change seriously and has created Climate emergency policies as part of our broader Health, Environment and Safety goals. We will ensure that in the course of our business activities, we will not only minimise our impact on the environment, but also enable each employee to contribute under the guidelines documented.

  Equal opportunity

  We practice gender-neutral policies related to recruitment, compensation, career progression and rewards & recognition. This is reflected through: 1. We have clear guidelines for determining salaries and pay scales, ensuring that compensation is based on objective criteria such as skills, experience, and job responsibilities. Transparency in salary structures allows our employees to have a better understanding of how their pay is determined, reducing the risk of pay disparities. Also, we keep promotions, rewards and pay rises are transparent. 2. Additionally, to identify and rectify gender pay disparities, we conduct regular pay equity audits. These audits involve analysing compensation data across distinct roles and levels, considering variables such as gender, race, and age. By identifying any unjustifiable pay gaps, we take corrective measures to ensure fair and equal compensation for all employees. 3. We encourage women leadership development by providing opportunities for skill-building, mentorship, and sponsorship, we support women's advancement into leadership positions. This not only bridges the gender pay gap but also enhances overall workplace diversity and inclusivity.

  Wellbeing

  Our dedicated D&I team runs various initiatives to provide further support for mental and physical wellbeing of our staff , their families and clients. We conduct various initiatives that gives the comprehensive view of the support that our staff are able to access.

Pricing

• Price: £90 to £1,487 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 mphasisukps@mphasis.com. Tell them what format you need. It will help if you say what assistive technology you use.