JML Software Solutions Limited

Chronicle Cloud Support Services

Support services including training, advice, guidance and enhanced troubleshooting for Chronicle instances, using SC and NPPV3 cleared staff.

Proactive monitoring of infrastructure is provided to minimise unforeseen service outage.

A wide range of service options are available dependent upon user requirements and these are included within the SFIA Rate Card.

Features

• Bespoke training on use of system by experienced Chronicle users
• Specialist technical support
• Setup and configuration assistance by subject matter experts
• Troubleshooting
• Data merges and organisational change support
• Tailored service for migration to cloud hosted solution
• Security advice, guidance and implementation
• Tailored system Health and Optimisation Checks
• Specialist advice and guidance

Benefits

• Reduced project risk and cost
• Expert guidance through dedicated support service
• Ensures optimisation of Chronicle features and reduces organisational risk
• Understanding of business needs and processes reflected in training
• Configuration setup to match operational need
• Surety of data integrity
• Efficient and effective migration to cloud
• Process vulnerabilities highlighted and mitigating actions available

£1,000 a unit a day

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 diane.finn@jmlsoftware.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

553118813645751

Contact

Diane Finn
03302233258
diane.finn@jmlsoftware.co.uk

Planning

• Planning service: Yes
• How the planning service works: We provide Solution and Technical Architects to guide you through implementation and design.; ; Security Architects ensure that your solution meets your organisations policy and risk profile.; ; We can facilitate business workshops to help define organisational change for regulatory compliance.; ; Regular project meetings are implemented to assist with the onboarding process, as well as User Acceptance Testing on provided test environment prior to live implementation.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Chronicle
  • ANS Hosting
  • Azure

Training

• Training service provided: Yes
• How the training service works: We provide comprehensive training on any Chronicle implementation or extension, including Health Checks and Assurance visits ahead of re-certification.; ; We can tailor training to specific practitioner groups including those with specific functional responsibility. Training is typically an on-site workshop / classroom style or via Teams remotely for a group up to 12.; ; We can offer smaller sessions with administrative staff on specific targeted elements.
• Training is tied to specific services: Yes
• Services the training service works with: Chronicle - All Offerings, Modules and Extensions

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Moving from an on-premise Chronicle Instance to a Cloud based one simply involves extraction of the data using our Data Exporter or a SQL backup if buyer has a SQL Server DBMS. ; The database is imported or restored onto the cloud instance depending on which method the data was extracted. The buyers Audit and Transaction history will be transferred and during this time, the on-promise Chronicle system is locked for use and web-service communications are blocked to ensure there is no data loss. ; Front-End devices used for the Armoury Management System are updated to point to the cloud hosted web service URL. Locally stored transactions held on the front-end devices will be submitted to the cloud instance upon successful migration.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Chronicle
  • ANS Hosting
  • Azure

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We are Certified to ISO/IEC 27001 and our design assurance service conducts a thorough assessment of customers IT landscape to ensure there are sufficient resources, bandwidth and infrastructure equipment in place to meet all technical pre-requisites. Our testing service ensures that cloud deployments are successful with migration testing. We automate tests to measure the effectiveness of changes and to simulate different performance scenarios to allow tuning of services.; Quality assurance on in-house manual processes: Health Checks (On-Site or Remote inspection to review how buyer is managing their Chronicle system. Health Checks help to identify issues, bad practice and any cause of concern). A report of findings is sent to buyer which includes findings and recommendations). ; Quality Assurance Security: JML performs annual application penetration tests as per PSN Service compliance. The benefit of this being the buyer can be assured that the application has been tested by the supplier both internally and externally for vulnerabilities prior to release.; Testing environment available for customers to exercise testing to their IT landscape

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: We provide email and telephone support for any Chronicle instance, in addition we can provide secure Cloud Support with "SC" staff for a range of related applications which either interface with or take data from Chronicle.

Service scope

• Service constraints: Support is working days (Monday to Friday exc. Public Holidays) and business hours (8am to 4:30pm).; ; On-site support is charged at a per-day rate.; ; Remote support is covered by support charge.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response within 60 minutes, Monday – Friday excluding Bank Holidays 8am – 4.30pm
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: A Technical Manager is available at no additional cost for escalation for Cloud Support Services.

Resellers

• Supplier type: Not a reseller

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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 26/06/2023
• What the ISO/IEC 27001 doesn’t cover: None
• 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:
  • Police Approved Secure Facility
  • Public Services Network Service Provision Compliance

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  JML is committed to minimising its environmental impact through the use of recycling facilities within its offices. Printing is discouraged except where necessary and all documents are stored electronically.

  Equal opportunity

  Our robust recruitment process ensures people from all works of life are afforded the opportunity to progress a career within JML. We have recently started an apprenticeship programme to support local candidates who do not wish to follow an academic course out of school.

  Wellbeing

  Employees are permitted to work flexible hours and accrue lieu days in order to achieve a work-life balance to suit them.; ; JML supports the Home Office Employer Supported Policing scheme for which we offer additional paid leave if an employee is successful in becoming a Special Constable or Police Support Volunteer.

Pricing

• Price: £1,000 a unit a day
• 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 diane.finn@jmlsoftware.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.