Aurion Learning

LMS and eLearning Consultancy and Support

Aurion provides tailored ongoing support - from helpdesk support to consultancy and training - to ensure that our clients are fully equipped to make their digital learning initiative a success across the whole lifecycle, from project initiation to post-deployment.

Features

• Consultancy and strategy development services for online learning solutions.
• Provision of tailored training and learning supports.
• Ongoing support services including email, telephone and web support.
• Support provided by our experienced in-house Support team.
• Helpdesk support services.
• Online support tool for raising support tickets and resolution tracking.
• Tailored Service Level Agreement.
• Tiers of support packages to meet differing client needs.
• ISO9001:2015 quality management accreditation.
• Cyber Essentials Plus certified.

Benefits

• Offers full flexibility: support for bug fixes, maintenance, training, etc.
• Ensures an effective, fit for purpose digital learning solution.
• Ensures your administrators are equipped to manage the solution.
• Offers full visibility and tracking of issue resolution.
• Reduces costs: top up your support budget when needed.
• Reduces support and maintenance burden for your team.

£600 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 rebecca.mcclarty@aurionlearning.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

473785255122520

Contact

Rebecca McClarty
028 9064 3211
rebecca.mcclarty@aurionlearning.com

Planning

• Planning service: Yes
• How the planning service works: At Aurion, we understand that learning and development is a continuous process. Through our consultancy services, we are able to get right to the heart of clients' objectives quickly and efficiently to identify the best learning strategy for their organisation.; ; We typically begin our consultancy work with a scoping exercise (face-to-face/online) to agree the scope and objectives of the strategy process, and to review the client's training goals and aspirations for the use of digital learning within the organisation.; ; We then conduct a strategic review of the current environment using a combination of desk-based research and targeted focus groups. Where possible, we involve staff in a range of roles to ensure that the digital learning strategy is shaped by the specific needs of those working at various levels within the organisation. Specialised UX, technical specification and learning design workshops can also be facilitated.; ; Finally, we produce a detailed written report of our findings and recommendations, which we will also present to senior management as required.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Learn Amp
  • LearnUpon
  • PeopleFluent LMS
  • ByteKast
  • Learning portals (including Umbraco)
  • ELearning content

Training

• Training service provided: Yes
• How the training service works: Aurion provides clients with administrator training on our Larn Amp, LearnUpon, PeopleFluent LMS, ByteKast LXP and online learning portal deployments. This administrator training includes the design of tailored job aids and documentation.; ; We also offer practical training on leading authoring tools (including Articulate Storyline and Rise), as well as webinar and screencasting tools.; ; Training can be delivered on-site or online. We typically recommend small groups of up to 8 participants to ensure that training is as interactive and targeted as possible.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Learn Amp
  • LearnUpon
  • PeopleFluent LMS
  • ByteKast
  • Authoring tools (including Articulate 360)
  • Online learning portals
  • Webinars

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

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: Aurion supports client deployments of Learn Amp, LearnUpon, PeopleFluent LMS, and ByteKast LXP, as well as our online learning portals and programmes.; ; Aurion enters into a tailored Service Level Agreement (SLA) for every LMS/LXP deployment. The SLA will be agreed, documented and signed off by the client team. The SLA documents the scope of the support services to be provided, severity levels and associated response times, along with any exclusions and our exit management plan. We offer three tiers of support package: Standard: Up to 25 hours’ support per annum. Enhanced: Up to 50 hours’ support per annum. Up to 10 hours of unused support can be carried into the next year if an additional year of support is purchased. Custom: Number of hours agreed with client. Up to 20% of unused support can be carried into the next year if an additional year of support is purchased. The scope of our support service covers reactive front-line support for key client personnel and end users (end user support included in custom tier only), account management (including regular review meetings - included in enhanced and custom tiers) and system maintenance. Associated costs are included in our pricing document.

Service scope

• Service constraints: Aurion's support service is only available remotely.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response tracking using the online Aurion Support tool, where clients can raise and track tickets. All bugs fixed free of charge. Change controls prepared for any work over 0.5 day in duration. We offer email and telephone support (9:30am – 5pm, Monday to Friday). Response times depend on the assigned severity level and will be agreed and documented in a signed Service Level Agreement. Typical response time is 1-4 working days. depending on priority of the request.
• 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: No
• Support levels: Aurion enters into a tailored Service Level Agreement (SLA) for every LMS/LXP deployment. The SLA will be agreed, documented and signed off by the client team. The SLA documents the scope of the support services to be provided, severity levels and associated response times, along with any exclusions and our exit management plan. We offer three tiers of support package: Standard: Up to 25 hours’ support per annum. Enhanced: Up to 50 hours’ support per annum. Up to 10 hours of unused support can be carried into the next year if an additional year of support is purchased. Custom: Number of hours agreed with client. Up to 20% of unused support can be carried into the next year if an additional year of support is purchased. The scope of our support service covers reactive front-line support for key client personnel and end users (end user support included in custom tier only), account management (including regular review meetings - included in enhanced and custom tiers) and system maintenance. Associated costs are included in our pricing document.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: PeopleFluent, Learn Amp, LearnUpon, ByteKast, Umbraco

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• 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

  Fighting climate change

  Aurion is committed to implementing strategies that promote protection of the environment, avoid waste and support sustainable business activities. Our commitment to the local community and environment has been recognised through awards including a commendation from Business in the Community Northern Ireland for Most Responsible Small Business.; Aurion maintains an Environmental Policy, which is reviewed and updated annually by our Board. The policy is aligned with our Business Plan, which focuses on 5 of the UN Sustainable Development Goals, including Infrastructure and Climate Action. Our annual Action Plan documents and tracks progress against each of the 5 Goals per annum. All new staff are required to review our Environmental Policy in their induction, and annual carbon literacy and environmental awareness refresher training is provided to all staff. ; Aurion has signed up to the Climate Action Pledge in association with Business in the Community Northern Ireland. This helps us to benchmark our sustainability initiatives and provides verifiable measures for reductions in greenhouse gas emissions, energy use, resource consumption and waste. ; We have a number of internal initiatives in the area of sustainability that are incorporated into our business policies as part of our ISO 9001:2015 accreditation. These include a cycle to work scheme for all staff with tax incentives, and regular CSR activities targeted at supporting the local environment and community, including volunteering with local charity, Storehouse Belfast.; Additional initiatives to improve the sustainability of our business include turning off lights/equipment when not in use, installing smart monitoring in our heating system, using energy-efficient hardware, etc. We design our solutions to minimise excess data usage/storage, thereby reducing energy consumption, e.g. compression of images/video, commissioning hosting plans that scale up/down to minimise over-capacity, etc. We reduce paper usage by adopting digital tools/documents as standard. We recycle obsolete hardware/furniture with local charities.

Pricing

• Price: £600 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 rebecca.mcclarty@aurionlearning.com. Tell them what format you need. It will help if you say what assistive technology you use.