Ve3 Global Ltd

Oracle ERP Cloud CX Implementation Services

VE3 helps clients implement Oracle CX Cloud Services through Zoom-to-Cloud and Business-First methodologies, covering CX Sales, B2B/B2C Service Cloud, Marketing Cloud (Eloqua, Responsys), CX Unity/Infinity, CPQ Cloud, Commerce Cloud, Field Service Cloud, Subscription Management Cloud, Customer Data Management, Digital Assistant, and Intelligent Advisor, plus Digital Customer Service.

Features

• Integrated Customer Support
• End to End Sales & Marketing Processes
• Business Case Development & Strategy
• Journey Mapping & Experience Design
• Hyper Care and Production Support

Benefits

• Continuous innovation using AI/ML capabilities
• Digital Customer Experience
• Enhanced Customer Contentment
• Cloud Coexistence
• Cost Optimization

£175 to £850 a unit

• 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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

511747075265477

Contact

Nikhil Alex
02045520840
prime@ve3.global

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our service extends to Oracle Cloud and On-premise modules such as ERP and HCM, as well as non-Oracle services based on customer needs. We provide comprehensive implementation, customization, upgrading, and maintenance after license purchase.
• Cloud deployment model: Public cloud
• Service constraints: Our service is flexible and can be customized to meet the customer's needs without constraints.
• System requirements:
  • Web Browsers
  • Mobile solutions are supported by both iOS and android

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: In accordance with the client's business needs and the Service Level Agreement (SLA) contract, urgent priority issues (P1/P2) are addressed within 30 minutes and resolved within 2-4 hours, as illustrated by some client scenarios.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: VE3 provides L1.5, L2, and L3 Support. Here's an overview of these levels:; L1.5 Support: Monitoring, Reporting, Incident Tracking.; L2 Support: Handling Incidents, Service Requests, Review, Participation.; L3 Support: Problem Management, Coordination, SLA Preparation, in collaboration with VE3.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Oracle offers comprehensive online user guides and training materials for its Cloud products and features.; ; VE3 provides various types of training and documentation support to assist users, including:; ; • Implementing a Train the Trainer approach; • Offering On-the-Job Training through early engagements and app review workshops; • Conducting process and system overviews by functional experts; • Establishing internal training support systems; • Conducting walkthroughs and dry runs of training content; • Providing Crystal – A client collaboration portal as an additional value for clients; • Regularly maintaining documentation of standards, processes, procedures, inventories, run books, etc., to support services; • Developing and maintaining documentation for all Operations procedures, services, equipment, and software using System Maintenance Technical Document (SMTD) and the Execution Process Document (EPD); • Documenting procedures to identify areas for quality improvements; • Making all documentation available in both paper copies and electronically, with a preference for web-enabled access whenever possible; • Conducting annual audits of documentation to ensure completeness, accuracy, organization, readability, and updates.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data will reside on Oracle servers, adhering to Oracle's global standard policies for extraction and removal. Oracle offers a variety of tools and techniques for data retrieval.
• End-of-contract process: The data will be stored on Oracle servers and the data extraction and removal criteria will be the standard policy followed by Oracle globally. Oracle provides numerous tools and techniques to retrieve data. There are native tools within each application for extraction of data and covered in the license cost. Additionally some other ETL tools can also be used for data extraction and transformation and comes with additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Not much difference but limited features will be available in mobile services.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: WCAG 2.1 AA standards and EN 301 549 Accessibility requirements
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Oracle offers support for both SOAP and REST APIs, facilitating the viewing and management of data stored in Oracle Cloud. These APIs enable integration, data import, and extraction. They serve Oracle and non-Oracle integration needs, automating business processes and integrating applications within Oracle Cloud. Furthermore, these APIs support common security schemes to ensure secure authentication-based services.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Oracle Cloud Applications provide required tools and mechanism to customize and extend the applications. This includes; 1. Personalization- by End users; 2. Runtime customization and extensions- By Business Analysts; 3. Design time customization and extensions(PaaS)- By Developers

Scaling

• Independence of resources: Data resides within the Oracle Cloud, where Oracle's policies guarantee that users remain unaffected by the demands imposed by other users on the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Oracle can furnish application metrics if they are specified in the implementation contract. These metrics will track the creation, processing, and completion of transactions. Infrastructure-related metrics will also be accessible from Oracle. Each Oracle PaaS Cloud Subscription includes pre-configured dashboards for monitoring service usage. Additionally, custom dashboards can be developed based on specific needs and suitability
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Oracle Corporation

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Oracle Transparent Data Encryption (TDE) allows for the encryption of sensitive data stored in tables and tablespaces.; • Once encrypted, this data is automatically decrypted for authorized users or applications during access.; • TDE safeguards data stored on media (referred to as data at rest) in case of storage media or data file theft.; • Transparent Data Encryption (TDE) guarantees encrypted sensitive data, ensures compliance, and offers streamlined encryption functionality.
• 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: Oracle provides numerous tools and techniques to retrieve data
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Excel
  • Word
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Oracle Cloud Services maintains a redundant and resilient infrastructure designed to maintain high levels of availability. Commencing at Oracle’s activation of Your production Oracle Cloud Service, Oracle works to meet the Target Service Availability Level, or Target Service Uptime, of 99.5%.
• Approach to resilience: Please refer to Oracle Cloud Hosting and Delivery Policies.; ; https://www.oracle.com/corporate/contracts/cloud-services/hosting-delivery-policies.html#hd
• Outage reporting: Please refer to Oracle Cloud Hosting and Delivery Policies.; ; https://www.oracle.com/corporate/contracts/cloud-services/hosting-delivery-policies.html#hd

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Oracle Cloud supports various authentication mechanisms through which the user gets access to the services.
• Access restrictions in management interfaces and support channels: Oracle Cloud follows the Role Based Access Control (RBAC) security standards for user management and this provides capabilities to grant or restrict access to the desired application objects by role. A wide spectrum of enterprise roles is pre-delivered, and any variation of these roles can be adjusted or defined with the security model. Relying on a high level of granularity, custom-users, roles, groups, and permissions/responsibilities can be created/managed through the administrative tools, as well as what can or cannot be seen in any page or at field level based on the roles being defined for any given business process.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: Staunchly Management and system service limited
• ISO/IEC 27001 accreditation date: 06/01/2024
• 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:
  • ISO 9001:2015
  • ISO 22301:2019

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: VE3 is certified for ISO 27001:20122 standard, encompassing information security practices including physical security and employee safety, valid until 5 January 2027.; ; The Information Security Policy ensures that management establishes an information security management process to address information security risk requirements. This policy aims to instill trust and resilience into VE3's cyber ecosystem, enabling our business with Confidentiality, Integrity, and Availability of information while maintaining privacy and accountability for entrusted information within the organization. Some objectives include:; ; Establishing direction to achieve a safe and secure environment and information security.; Maintaining high awareness levels of security policies.; Compliance with legal, regulatory, compliance, and contractual requirements.; Prevention and detection of breaches and violations.; Detecting, preventing, and managing security incidents.; Protecting client and VE3 intellectual property.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration Management Process:; VE3 will adopt best practices such as establishing standards, maintaining documentation, conducting configuration integrity checks, implementing configuration upgrade procedures, and utilizing a configuration version control system to enhance Configuration Management.; ; Change Management Process:; VE3 will incorporate best practices from the ITIL Change Management Process to ensure the use of standardized methods and procedures for efficient and timely handling of all changes. Our emphasis is on minimizing risk and impact on the environment while enhancing service quality. The ITIL V4-aligned Change Management Process by VE3 will be structured into phases that represent key activities in change implementation.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: VE3 collaborates with its Cloud partner Oracle to leverage network vulnerability assessment tools for identifying security threats and vulnerabilities. Formal procedures are established to assess, validate, prioritize, and address identified issues. Oracle is subscribed to vulnerability notification systems to remain informed about security incidents, advisories, and related information. Oracle takes action upon receiving notifications of threats or risks once it's confirmed that a valid risk exists, the recommended changes are applicable to service environments, and the changes won't adversely affect the services otherwise.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: There are multiple Cloud Monitoring Tools available that protect data, end points and Cloud Resources from vulnerabilities. Cloud Guard and Cloud Logging and Analytics are such tools which help to monitor and identify potential security issues and remediate them. OEM is another primary tool to monitor all oracle workloads in cloud landscape. Apart from these, Wipro has a highly skilled team for deploying automated customized scripts or ad hoc scripts. With the mentioned native security and monitoring tools along with Wipro-driven scripts, any potential security breach or vulnerabilities can be addressed and remediated sending alert messages to the respective stakeholders.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We have SIEM (Security Incident and Event Monitoring) tool in place which monitors all major network and select compute devices for any suspicious activity matching its comprehensive database of suspicious traffic patterns. Alerts get triggered and our 24x7 SIEM teams investigate into these alerts. They cut out the false positives and focus only on the suspicious cases. They then log a ticket and investigate further based on standard operating procedures. If the system/application owner finds any security related suspicious activities based on the log files reviews, it is immediately reported as per the procedures defined in Security Incident Management procedures.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Our G-Cloud service provision is deeply committed to fighting climate change, recognizing the urgent need for collective action to address environmental challenges. Here's how our services deliver against this social value theme: ; ; Environmental Sustainability in Operations: ; ; We prioritize running efficient operations to reduce emissions and minimize environmental impacts. This includes implementing energy-efficient practices, optimizing resource usage, and adopting renewable energy sources wherever possible within our data centers and infrastructure. ; ; Promoting Sustainable Practices: ; ; VE3 actively engages with our suppliers and clients to promote sustainable business practices. Through our services, we advocate for the adoption of environmentally friendly technologies, responsible sourcing, and waste reduction strategies, thereby reducing carbon footprints across the supply chain. ; ; Responsible by Design Framework: ; ; Our G-Cloud services adhere to a 'Responsible by Design' framework, ensuring that environmental considerations are integrated into the development and deployment of digital solutions. By prioritizing environmental protection and minimizing negative impacts, we strive to deliver sustainable outcomes for our clients. ; ; Training and Education: ; ; VE3 invests in training and education programs focused on environmental sustainability. Through initiatives like the Sustainability Quotient (SQ) training, we equip our teams with the knowledge and skills to adopt climate-smart behaviors and implement environmentally conscious practices in their work. ; ; Community Engagement: ; ; We actively engage with communities to support environmental objectives and promote climate action. By partnering with local organizations and stakeholders, we contribute to initiatives aimed at addressing climate change, such as tree planting programs, clean energy projects, and environmental education campaigns.

  Covid-19 recovery

  Our G-Cloud service provision plays a crucial role in supporting the COVID-19 recovery effort by facilitating resilience, adaptation, and innovation in the face of unprecedented challenges. Here's how our services contribute to the recovery process: ; ; Remote Work Enablement: ; ; VE3's digital solutions empower organizations to transition to remote work seamlessly. By providing secure and reliable cloud-based infrastructure, collaboration tools, and remote access solutions, we enable businesses to maintain productivity while ensuring the safety and well-being of their employees. ; ; Business Continuity Planning: ; ; We assist organizations in developing and implementing robust business continuity plans to mitigate disruptions caused by the pandemic. Our services include data backup and recovery solutions, disaster recovery planning, and resilience testing to ensure operational continuity in the face of unforeseen events. ; ; Digital Transformation Acceleration: ; ; VE3 accelerates digital transformation initiatives to help organizations adapt to the new normal. By modernizing legacy systems, implementing cloud-based technologies, and digitizing processes, we enable businesses to optimize efficiency, improve agility, and remain competitive in a rapidly evolving landscape. ; ; Healthcare Support Solutions: ; ; We provide specialized healthcare support solutions to assist frontline workers and healthcare organizations in responding to the COVID-19 crisis. This includes telemedicine platforms, patient management systems, and data analytics tools to enhance patient care, streamline operations, and support decision-making processes. ; ; Economic Stimulus through Innovation: ; ; VE3 fosters innovation and entrepreneurship to stimulate economic recovery in the aftermath of the pandemic. Through our G-Cloud services, we support startups, small businesses, and enterprises in developing and deploying innovative solutions that address emerging challenges, create new opportunities, and drive economic growth.

  Tackling economic inequality

  We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality: ; ; Access to Affordable Technology: ; ; We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy. ; ; Skills Development and Training: ; ; VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects. ; ; Support for Minority-Owned Businesses: ; ; We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities. ; ; Digital Inclusion Initiatives: ; ; VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity. ; ; Fair and Transparent Procurement Practices: ; ; We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

  Equal opportunity

  We are deeply committed to promoting equal opportunity and fostering diversity and inclusion in all aspects of our G-Cloud service provision. Here's how our services contribute to advancing equal opportunity: ; ; Diverse Workforce and Inclusive Culture: ; ; VE3 prioritizes building a diverse workforce and fostering an inclusive culture where all individuals, regardless of background or identity, have equal opportunities to succeed and thrive. We promote diversity in recruitment, hiring, and talent development processes, and actively support initiatives that celebrate and embrace differences. ; ; Equal Access to Opportunities: ; ; We are dedicated to ensuring equal access to opportunities for all individuals, including those from underrepresented or marginalized communities. Through our G-Cloud services, we strive to create pathways for inclusive economic participation by providing access to training, resources, and support for entrepreneurship and career advancement. ; ; Supplier Diversity and Inclusion: ; ; VE3 promotes supplier diversity and inclusion by actively seeking out and partnering with businesses owned by minorities, women, veterans, LGBTQ+ individuals, and other underrepresented groups. We believe in creating a diverse and inclusive supplier ecosystem that reflects the communities we serve and fosters economic empowerment for all. ; ; Accessibility and Inclusive Design: ; ; Our G-Cloud services are designed with accessibility and inclusivity in mind, ensuring that everyone, including individuals with disabilities, has equal access to digital platforms, applications, and services. We adhere to accessibility standards and guidelines to remove barriers and create seamless user experiences for all users. ; ; Education and Skill Development: ; ; VE3 invests in education and skill development initiatives to empower individuals with the knowledge and capabilities needed to succeed in the digital economy. Through partnerships with educational institutions, nonprofits, and community organizations, we provide access to training programs, scholarships, and mentorship opportunities that promote equal opportunity and career advancement.

  Wellbeing

  We prioritize the wellbeing of individuals and communities in all aspects of our G-Cloud service provision. Here's how our services contribute to enhancing wellbeing: ; ; User-Centric Design: ; ; VE3 designs our G-Cloud services with a user-centric approach, prioritizing usability, accessibility, and intuitive design. By focusing on the needs and preferences of users, we create digital experiences that enhance overall wellbeing by reducing frustration, stress, and cognitive load. ; ; Health and Safety Protocols: ; ; We implement robust health and safety protocols to protect the wellbeing of employees, clients, and partners. This includes adherence to strict security standards, data privacy regulations, and compliance with industry best practices to ensure the safety and integrity of our digital infrastructure and services. ; ; Promotion of Work-Life Balance: ; ; VE3 recognizes the importance of work-life balance in maintaining overall wellbeing. Through our G-Cloud services, we enable remote work, flexible scheduling, and collaboration tools that empower individuals to achieve a healthy balance between their professional and personal lives, leading to greater job satisfaction and wellbeing. ; ; Mental Health Support: ; ; We prioritize mental health support for our employees and clients by offering resources, programs, and initiatives aimed at promoting mental wellbeing. This includes access to counseling services, mindfulness training, stress management workshops, and employee assistance programs designed to support individuals in times of need. ; ; Community Engagement and Social Impact: ; ; VE3 actively engages with communities to address social determinants of health and promote holistic wellbeing. Through partnerships, philanthropic initiatives, and volunteer efforts, we support local organizations and projects focused on improving access to healthcare, education, housing, and other essential services that contribute to overall community wellbeing. ; ; Environmental Sustainability: ; ; We are committed to environmental sustainability as a core component of wellbeing. By prioritizing eco-friendly practices, resource conservation, and carbon reduction efforts in our operations and services, we contribute to creating a healthier and more sustainable environment.

Pricing

• Price: £175 to £850 a unit
• Discount for educational organisations: Yes
• Free trial available: No

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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.