Unit4 Enterprise Resource Planning

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: Support inline with SLA'S contained within service definition document.
System requirements: Fully Managed Cloud Service

User support

Email or online ticketing support: Email or online ticketing
Support response times: As per response times in our SLA within our Service Description Document
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: None or don’t know
How the web chat support is accessible: Communicate with Unit4 Support
Web chat accessibility testing: N/a
Onsite support: Yes, at extra cost
Support levels: Unit4 Customer Support is the single point of contact for all Service issues regardless of type of issue.
Unit4 Support and Operations activities:

• Deploy solution updates.
• Management and maintenance of all infrastructure.
• Network connectivity of Unit4 SaaS to public internet.
• Back-up and disaster recovery.
• Security of application operating environment and infrastructure.
• Monitoring of application and infrastructure.
• Performance tuning.
• Trouble-shooting and resolving issues, both customer-initiated and those raised by monitoring alerts.
• Database copy between environments upon request, e.g. Production to Preview.

Unit4 provided a Fully Managed ERP Solution hosted as a SaaS Service on the Microsoft Azure Cloud.
Incident logging and escalation for Unit4 Cloud is carried out through the Unit4 UK service desk and can be done via telephone (9am – 5pm) email or customer support portal both of which are available 24 hours per day. Incidents will be logged by the customer suitable trained named individuals who will set a priority based upon system and business variables. Once logged unit 4 will progress these to resolution within the target response and resolution times for the given SLA. An Account Manager is provided for all Unit4 Customers.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Training can be provided as a mix of “Train the Trainer” and eLearning techniques. Unit4 will ensure a customer’s super users are provided with sufficient training to be able to conduct a detailed User Acceptance Testing session, and have a through understanding of all aspects of the solution including the relevant knowledge for creating user defined reports. The Unit4 training will also ensure that customers have sufficient capabilities to support their own System Administration going forward into and beyond Go-live. This training will be a combination of hands on and classroom/elearning training for project team. There is also functionality with in the product to assist in supporting end users such as the Knowly experience pack which allows both Super users and Individuals to make notes on tasks and actions on specific screens. System documentation is supplied in pdf format in line with government open document standards.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: Upon final exit Unit4 will export the final copy of the Production Database to a Unit4 controlled Azure storage location. The export will be in a format usable with the latest version of Microsoft SQL Server. Customers can manually download this export from this location. Unit 4 will maintain a secure read only copy of the Autorities production environemtn including database for a period on 1 month post exit, this copy will then be deleted unless the Authority informs Unit4 otherwise.

Customer responsibilities for this additional service offering include:
• Customer access responsibility – control who has permission to download the export
• Ensuring data privacy during and after download
• Establishing, monitoring and managing the download process
• Restoring or importing the export once downloaded
• Licensing, operating and installing in the customer’s IT infrastructure any applications that will be used in the retrieval process and subsequent use of the export
End-of-contract process: Upon any termination of the Agreement Unit4 shall, provided that it has received a request in writing from the Customer no less than 3 months prior to the scheduled termination date, continue to provide the Software Service to Customer under the same terms for a transitional period of up to six (6) months. Access to the Software Service during the Transition Period will be subject to the fees set out in the applicable Call Off Agreement, prorated on a monthly basis and payable in advance, based on the annual fees charged to Customer for the Software Service during the twelve month period immediately preceding the termination date plus an additional ten percent (10%).

During the Transition Period, Unit4 will provide cooperation and assistance as Customer may reasonably request to support an orderly transition to another provider of similar software, services, or to Customer’s internal operations. Such cooperation and assistance will be limited to consulting regarding the Software Service and will be subject to a fee based on Unit4’s then-current rates for Professional Services and such services will be set out in an Call Off Agreement.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Mobile service accessed through propriety apps or HTML5 rendered browser. Limited number of transactions still require full desktop client typically high volume transactions.
Service interface: No
User support accessibility: WCAG 2.1 AA or EN 301 549
API: Yes
What users can and can't do using the API: Unit4 ERP Web Services provide a way of processing data, in a secure manner adhering to modern industry standards, but requiring some technical expertise. Unit4 ERP Web Services include options to create and maintain Absences, Applicants, Employee balances, Commitment transactions, Customer master maintenance, Document archive, Employments, HR maintenance, Masters and Attributes, Payroll transactions, Planner transactions, Position master file, Project master file, Rates register, Resource master file, Supplier master maintenance, Timesheets, Travel expenses, User status and maintenance, Value Reference Rates, Workflow. Where a Web Service is not yet exposed, ACT (Customisation Tool can often be used to modify or expose new Web Services.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Unit4 products are highly configurable through the application itself, so very few of our customers find a need to customise the solution. ACT is a customisation tool that is only available to Unit4 Integration consultants to increase the functionality of Unit4 products.

Scaling

Independence of resources: In Unit4 Cloud, processing resources are shared, but Unit4 monitors and leverages elastic resourcing to ensure all get sufficient to meet the SLAs, and to handle activity peaks. Azure provides the first level of network separation, upon which Unit4 adds further isolation using VNETs. In a Dedicated service model a dedicated VNET is provided so all available network bandwidth is dedicated to a single customer. Unit4 customers always have a dedicated database to ensure data separation. In a dedicated cloud processing resources are also dedicated to a single customer.

Analytics

Service usage metrics: Yes
Metrics types: Service metrics for key performance indicators.
Reporting types: Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)

Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: User can export their data in a variety of formats including .xls, .csv, or xml.
Data export formats: CSV

Other
Other data export formats: Xml

Direct to xls
Data import formats: CSV

Other
Other data import formats: Xml

Direct from xls

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: Unit4’s service availability commitment for any given calendar month is that the Production Service will be available at least 99.8% of the time. Service Availability is calculated per month as follows:

Total time - Service Outage divided by total time times 100 = greater than 99.8%

“Service Outage” means the time (in minutes) that the Production Service is unavailable (as measured in accordance with this Section A, paragraph 1) in any month, but excludes any unavailability for those reasons set out below under the heading “Exclusions”;
“Total Time” means the total number of minutes in any month;
Exclusions
Unit4’s service availability commitment excludes any unavailability for the following reasons:
• Planned Maintenance;
• Unplanned Preventative Maintenance;
• failure of any circuits or connections provided by third party telecommunication providers or common carriers;
• failure of any external internet service provider or an internet exchange point;
• acts or omissions of the Customer or any Users permitted to access the Production Service;
• behaviour of Customer applications, equipment or managed operating systems;
• Force Majeure events (as described in the supplier terms).
Approach to resilience: Available upon request
Outage reporting: Service outages will be reported via the Unit4 customer portal. Which all customers will have access too.

Identity and authentication

User authentication needed: Yes
User authentication: Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: There is no direct user access to the servers in Unit4 Cloud; but read-only SQL access is offered to a replicated database. Internal Unit4 Cloud operations, (system and database administrators) have access rights to manage and maintain the Cloud Services provided to customers, which are regularly reviewed and a formal change-control and audit log documented. Guidelines and processes regarding access are governed by SSAE and ISO standard compliances that Unit4 has achieved. Unit4 Service desk staff do not have direct access to servers and the production database, so all changes are made by Unit4 Cloud operations.
Access restriction testing frequency: At least once a year
Management access authentication: Identity federation with existing provider (for example Google Apps)

Username or password

Audit information for users

Access to user activity audit information: You control when users can access audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: You control when users can access audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: NQA Certification Limited
ISO/IEC 27001 accreditation date: 13/04/2022
What the ISO/IEC 27001 doesn’t cover: The scope of this approval is applicable to:
The design, development, provision and support of Unit4 software products and associated consultancy, technical and managed IT services. Statement of Applicability v2.
The scope covers all UK activities, and also include Global activities, hosting, SaaS etc
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO270017

SOC 1 (Type 1 and 2)

SOC 2

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: Unit4 global SaaS Information Security Policy can be provided upon request.

Unit4 SaaS service hold the following:
• ISO 27001
• ISO 27017
• SOC 1
• SOC 2
• Cyber Essentials

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Unit4 Cloud relies on the expert services of Azure, who provided the underlying platform, network connectivity and System software. The Azure platform offers High Availability, Fault Tolerance, and redundancy at all levels, and components are automatically replaced at the end of their lifetimes or when failed – all contributing to the Unit4 system availability SLA of 99.8% Unit4 software, both Major Feature Releases and Service Updates, is updated automatically as part of the Unit4 Cloud service (with optional deferment). Deployments within Azure allow everyone to benefit from their experience of running highly secure and compliant online services.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Deployments within Microsoft Azure allow everyone to benefit from their experience of running highly secure and compliant online services around the globe (such as Microsoft Cyber Defense Operations Centre, a 24x7x365 state-of-the-art cybersecurity and defence facility). Unit4 Cloud has implemented industry leading anti virus, intrusion prevention system and intrusion detection solutions (IPS IDS). Unit4 Cloud works with R&D teams to identify, mitigate and share information about known risks. Unit4 uses log monitoring and analyses to identify usage anomalies and exceptions. Software patches are applied during the maintenance window, but security patches are applied immediately.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Unit4 Cloud’s end to end service includes hardware and system software, monitoring, management and maintenance of the Unit4 software and environment in Unit4 Azure. A continuous 24x7x365 monitoring program is in place to detect and resolve infrastructure and application issues in order to meet Unit4’s application availability targets. The monitoring covers solution health, availability and response times. Priority 1 alerts generated are handled by Unit4 staff 24x7x365. See also the response concerning Incident Management Approach.
Incident management type: Supplier-defined controls
Incident management approach: Unit4 and Customer comply with their obligations in the following Policies and Procedures, which have been written to explain how to ensure your system is secure now and into the future:
Information Security policy;
Security Program;
Business Continuity and Disaster Recovery;
Acceptable Use Policy;
Unit4’s external facing information security policy can be provided upon special request with an NDA.
Hence, there is a formal incident Management policy, and users may report incidents via the Unit4 Service Desk. Relevant incidents will be reported back to customers on the Customer Portal.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Social Value

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

Fighting climate change

Unit4’s Principles

1. Commit to continuously improving environmental performance.
2. Raise awareness/encourage participation of employees in environmental matters.
3. Encourage staff/contractors to further highlight opportunities for energy savings.
4. Comply with requirements of environmental legislation, approved codes of practice.
5. Understand resources consumed by Unit4 Group and waste products created.
6. Aim to reduce the amount of waste produced, where waste is unavoidable, to ensure its safe and effective disposal.
7. Conserve resources, prevent pollution.
8. Purchase environmentally friendly resources wherever practicable.
9. Seek ways of achieving more efficient use of resources such as paper,
10. Optimize business travel minimizing CO2 emissions.
11. Consider energy consumption, carbon emissions when purchasing, refurbishing, leasing properties.
12. Seek to use sustainable sources of energy when commercially feasible, reducing overall carbon emissions.
13. Promote practical ways of conserving energy and water to employees.
14. Ensure renewable energy is always considered an option when making procurement decisions.
15. Expect similar environmental standards from all suppliers/contractors.
16. Monitor progress and review environmental performance annually.
17. Promote this Environmental & Energy Policy within Unit4.

• Our cloud software is already carbon neutral and will be 100% powered by renewable energy by 2025.
• Office consumables were sustainably sourced, introduced a recycling scheme for our hardware and electronic appliances.
• Embed sustainability in the sourcing and procurement processes, enabling our suppliers to be socially, legally, and ethically responsible.

Unit4 has created a program for financing small agroforestry projects that bring both environmental and social benefits. We give trees planted in Asia, Africa and South America in the name of every customer, both existing and new, with whom we sign a deal. Our thousands of trees will grow, absorb CO2, and encourage local biodiversity and economy.

Unit4 were awarded the EcoVadis silver medal, in recognition of sustainability achievement.

Covid-19 recovery

Reflecting the people-first approach Unit4 lives by every day, our approach strongly aligns with the UN Sustainable Development Goals — the world's best plan to build a better world for people and our planet by 2030.

We focus on three key areas in which we strive to make a true difference as a cloud software company through our actions: education and employability through digital skills and inclusion, health and well-being, climate change and environmental sustainability: UN SGDs 3,4,12 and 13.

Unit4 is committed to helping communities and organisations recover from the impact of COVID-19. Our service activities can be carried out remotely in order to support businesses and organisations who are adapting to new ways of working or have workforces that require flexibility in location and methods of receiving services.

In response to the pandemic, we adapted to a remote working environment not just for our employees but also projects. We able to provide effective remote working for delivery of services and Unit4 software implementations. This covered a vast number of projects in the UK but also globally.

Tackling economic inequality

Reflecting the people-first approach Unit4 lives by every day, our approach strongly aligns with the UN Sustainable Development Goals — the world's best plan to build a better world for people and our planet by 2030.

We focus on three key areas in which we strive to make a true difference as a cloud software company through our actions: education and employability through digital skills and inclusion, health and well-being, climate change and environmental sustainability: UN SGDs 3,4,12 and 13.

Unit4 is committed to investing toward the creation of social and environmental value, supporting charities and investing in local communities.
We are proud to partner with iamtheCODE, to support its programs and activities with funds, time and skills of our people through mentoring and pro-bono giving, and mobilization of the Unit4 community at large.

The first African-led global movement to mobilize governments, the private sector, philanthropic foundations, investors and civil society to advance STEAMED (Science, Technology, Engineering, Arts, Mathematics, Entrepreneurship and Design) education, iamtheCODE aims to enable 1 million young women and girl coders by 2030. Through technology and digital literacy training, they are tackling the current global STEAMED skills shortage in marginalized communities.

Equal opportunity

Reflecting the people-first approach Unit4 lives by every day, our approach strongly aligns with the UN Sustainable Development Goals — the world's best plan to build a better world for people and our planet by 2030.

We focus on three key areas in which we strive to make a true difference as a cloud software company through our actions: education and employability through digital skills and inclusion, health and well-being, climate change and environmental sustainability: UN SGDs 3,4,12 and 13.

Unit4 is committed to ensuring equal opportunity for everyone. Together, we continue to build an inclusive culture that encourages and celebrates the diversity of our employees, where they all are seen as a real value to the company. We guarantee a fair consideration for employment, without discrimination.

Wellbeing

Reflecting the people-first approach Unit4 lives by every day, our approach strongly aligns with the UN Sustainable Development Goals — the world's best plan to build a better world for people and our planet by 2030.

We focus on three key areas in which we strive to make a true difference as a cloud software company through our actions: education and employability through digital skills and inclusion, health and well-being, climate change and environmental sustainability: UN SGDs 3,4,12 and 13.

Unit4 Fit4U: initiatives to stay fit mentally and physically

Unit4 dedicates 1% of its time to giving back, enabling all employees to take 3 days a year to engage in community activities of their choice. Since inception there have been over 400 volunteers spread across 24 initiatives including the collection of over 1,000 items of food and clothing to assist people in need.

Pricing

Price: £56 a user a month
Discount for educational organisations: No
Free trial available: No

Unit4 Enterprise Resource Planning

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Unit4 Enterprise Resource Planning

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents