Symatrix Ltd

Symatrix Oracle ERP Managed Services: Cloud, E-Business (EBS) and PeopleSoft

Our Oracle ERP Managed Services for Cloud, E-Business (EBS) and PeopleSoft delivered from our UK service centre. The service is ISO27001 accredited for information security and is underpinned by ITIL best practice. Our Enterprise Resource Planning (ERP) Managed Services are tailored to companies from 1,000 to 20,000+ employees.

Features

• Cloud readiness & adoption service providing business transformation capability
• Process reviews and improvement to maximise adoption
• Hosting services E-Business (EBS) and PeopleSoft delivering security and control
• Largest ERP, HCM Cloud/E-Business/PeopleSoft dedicated UK based/onshore support
• Release and test management supporting your Cloud/E-Business/PeopleSoft optimisation
• Environment/Pod management services to optimise your Oracle investment
• Fully managed payroll underpinned by Oracle HCM Cloud and E-Business
• ISO27001 accredited for data security underpinned by ITIL best practice
• Security cleared experienced consultants

Benefits

• Process improvement reduces complexity to improve operational efficiency/outcomes
• Proven approach underpinned by industry leading best practice (ISO/ITIL)
• Maximise investment by guiding you through optimisation of new functionality
• Support underpinned by ITIL best practice for continuous improvement
• Managed payroll accuracy of 99.75+%
• Unparalleled Cloud/E-Business payroll experience generating 250,000 payslips per year
• A fully managed/outsourced payroll service on Oracle Cloud/E-Business (EBS)
• Experienced, accredited Oracle Cloud/E-Business training services
• Benefit from our knowledge, one of Oracle's largest payroll users

£350 to £1,850 a person 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 charles.courquin@symatrix.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

593707447785614

Contact

Charles Courquin
07801977693
charles.courquin@symatrix.com

Planning

• Planning service: Yes
• How the planning service works: Over the years of delivering Oracle Managed Services: Cloud & E-Business, Symatrix has taken customers through over 65 new releases, resolved over 8000 issues, performed over 3,500 days of change requests and delivered 150 training days. Symatrix offers comprehensive services from the planning of quarterly updates to environment managements to testing and change requests. The teams within our Manchester service centre work seamlessly to ensure our customers Cloud/E-Business platform is expertly managed. This enables customers to focus on their day to day business activities. ; ; We undertake an initial “base build” of the application using information gathered from the high level design and then proceed into a series of clarification workshops and further build cycles which allow the Client to review the build completed to date, provide further detail for subsequent build cycles and form key knowledge transfer opportunities.; ; We provide knowledge transfer of the data migration process and the templates and tools that Symatrix can provide and produce a systems map to identify all integration points required.; ; The Symatrix Project Manager will work with the Client to ensure all management strategy documents, project plan, risks and issues log and governance model are set up and in place for the project.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Oracle ERP Cloud and E-Business
  • Oracle HCM Cloud and E-Business
  • Oracle E-Business Hosting Service
  • Oracle HCM Cloud and E-Business Managed Payroll Service
  • Oracle Cloud Quarterly Update Cadence
  • Oracle Year End Planning
  • HR Transformation
  • Planning for Testing as a Service to adopt new functionality
  • Environment Management
  • Oracle Cloud Optimisation

Training

• Training service provided: Yes
• How the training service works: Symatrix has a wealth of experience in providing training and user adoption services in the Public Sector, covering the whole suite of Oracle ERP Cloud and E-Business. At Symatrix we recognise that training at all staff levels is critical to the success of a project and the business. We deliver both generic and bespoke training. Our training services include; Training Needs Analysis, input into Training Plan, deliver generic training, deliver bespoke training tailored for your configuration, conduct knowledge transfer sessions, train the trainer or end user, training can be delivered to Groups or 1:1. ; ; The benefits of this service include; Generic training /demonstrations to increase user awareness of the functionality available including, bespoke training provided reflects actual business process and configuration implemented, bespoke training reflects the roles (Business Specialists, Managers, Employees) and implemented environments thus improving adoption and enhancing productivity, training can be delivered to Groups, 1:1 or in knowledge based sessions training courses which can be delivered on-site classroom, live remote training, video on demand and supporting customised documentation.; In our experience, our training has helped improve end user adoption of ERP Cloud and E-Business, plus upskilling can also lead to transferring between services levels.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Oracle ERP Cloud and E-Business
  • Oracle HCM Cloud and E-Business
  • Oracle E-Business Hosting Service
  • Oracle HCM Cloud and E-Business Managed Payroll Service

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our Oracle ERP Managed Service is available to all Oracle clients whether implemented by Symatrix or another Oracle Partner. Symatrix has a proven model for on-boarding new customers who have been implemented by third parties. This on-boarding process includes a short period of due diligence, including a review of the configuration and the documentation, a walk through for the customer team of our Managed Services manual and document templates (e.g. test reports, impact assessments etc.).; Once the Managed Service is live, there are Quarterly service reviews supported by data to ensure that the customer is optimising their investment by gaining the maximum value that the product and service can bring.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Oracle ERP Cloud, E-Business and PeopleSoft
  • Oracle HCM Cloud, E-Business and PeopleSoft
  • Oracle E-Business and PeopleSoft Hosting Service
  • Oracle HCM Cloud and E-Business Managed Payroll Service
  • Oracle Cloud Quarterly Update Cadence
  • Oracle Year End Planning
  • HR Transformation
  • Planning for Testing as a Service to adopt new functionality
  • Environment Management
  • Oracle Cloud Optimisation

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Symatrix provides quality assurance. In the ERP E-Business ecosystem we do provide performance testing where we are also providing the Hosting Service and in the Cloud ecosystem the performance testing is delivered by Oracle Cloud Services; ; The Symatrix Managed Service is ISO27001 accredited for information security and is underpinned by ITIL best practice.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: In addition to the standard Oracle Support Services, Symatrix provide additional support covering Functional, Technical, and Environment Management services across Oracle HCM Cloud. ; The support teams are based in Manchester and are HR professionals, consultants or ex-Oracle super users and have a minimum of 5 years’ experience.; The service is underpinned by contractual SLA’s and ITIL best practice process and covers both a reactive resolution management of all issues from “how do I….?” queries to complex integration and bug fixing,regular service reviews are held to review performance and MI analysis. Our support service includes: Functional support including ‘how do I?’ queries, technical support including ‘how do I?’ queries, manage Oracle service requests, regular service reviews ; Additionally, we can also offer Environment Management services. Environment Management services cover use of environment, who has or needs access and when do they need access and planning new releases. The benefits of this service include, experienced support team, ability to ask ‘how do I’ questions, contractual SLA’s, ITIL best practice processes, single point of contact for Cloud and E-Business queries and escalation within Oracle if required. Customers have a choice of the service level required.

Service scope

• Service constraints: Oracle ERP Cloud and E-Business

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Symatrix has contractual SLA’s based on the severity of the issue being logged.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: In accordance with the ITIL framework, Symatrix provide first line support (basic/common assistance); second line support for more complex tasks; and third line support for external services or highly technology-specific issues for Managed Services. Symatrix provide a full managed support service for operations and this ranges from simple first line questions on 'How do I?' through to a fully managed outsourced payroll service. The support covers technical, functional and operational account management.

Resellers

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

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: ISOQAR
• ISO/IEC 27001 accreditation date: 14/11/2013
• What the ISO/IEC 27001 doesn’t cover: Areas outside of Symatrix’ direct control, such as our Clients’ or trading partners’ systems are not encompassed by our ISMS.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Symatrix has recently created an Environmental Social Governance action plan to ensure that we can meet UK and International standards and support our customers as they strive to meet their ESG targets. Our plan is sponsored by a board member and the ESG governance team meets monthly to ensure progress against our objectives are being made. Our current targets are as follows We will adopt the SBTI targets for SMEs to support client objectives We will have a target that we will use all major supply chain partners to have 100% commit to Carbon Net Zero (Oracle, Microsoft and Salesforce) We will complete CDP supplier survey when asked by our clients A CSG Governance process will be monitored at Monthly Symatrix Exco board We will commit to using renewable energy at our key office locations of Manchester We will use environmentally safe and sustainable energy sources to meet our needs and currently operate on a green energy tariff for our Manchester office We have included environmental issues in as part of all employee mandatory training programmes and encourage the implementation by all company staff of sound environmental practices.

  Covid-19 recovery

  Symatrix operate a sustainable commuting policy. Additionally, we have a service in place via a third party in our Employee Assistance Programme for our people to use if they are struggling in any way with COVID recovery. This is a scheme where all employees have access to a counselling scheme and is available to employees 24 x7. Our customer approach to date has been in ensuring we have maintained operational support and provided flexibility to our clients as they transitioned to remote ways of working during the pandemic and likewise, we continue to provide flexibility in operations as they move to hybrid ways of working in recent months.

  Tackling economic inequality

  Symatrix places great value on training and development. We have been pro-active for a number of years in use of the UK apprenticeship scheme and graduate recruitment. We have a structured development plan to support our colleagues as they gain new skills and help deliver services to our clients. As an Oracle Certified Partner we are able to give all employees access to specialised training, learning and development as well as any crucial soft skills needed in order to be the best in their area of expertise. We run skills training sessions once every 6 months for employees across our customers to provide new capabilities and opportunities for new roles within the organisation. We have published white papers and released blogs into the business community on payroll advice as Government rules around tax changes and continue to do so.

  Equal opportunity

  Symatrix firmly believe in treating people fairly and equally and abide by the discrimination law so that our people are not treated unfairly due to aspects such as sex, ability, age and this is detailed in our employee handbook and recruitment policy. We are committed to providing and promoting equal opportunities. We aim to treat employees and applicants equally regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (“Protected Characteristics”). We aim to provide equal opportunities and avoid discrimination in all aspects of employment and to ensure that the talent and skills of all individuals are maximised. Our approach applies to recruitment, terms and conditions of employment (including pay), appraisals, promotion, disciplinary and grievance procedures and training. Part-time and fixed-term staff are treated the same as comparable full-time or permanent staff and enjoy no less favourable terms and conditions (pro rata where appropriate), unless different treatment is justified. Everyone has a role to play in ensuring that equal opportunities are provided in accordance with this policy. All managers set an appropriate standard and must proactively promote equal opportunities. We are committed to ensuring that managers understand the importance of equal opportunities and that they have an awareness of best practice in this regard. We will provide appropriate training on equal opportunities relevant to the role of each manager. With regard to disability if employees are disabled or become disabled, we encourage them to tell us about their condition so that appropriate support can be offered. As part of our ESG governance, we are updating our Child labour statement, Human rights policy and prohibition to all forms of modern slavery statement which are being added to our Employee Handbook and recruitment policy.

Pricing

• Price: £350 to £1,850 a person 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 charles.courquin@symatrix.com. Tell them what format you need. It will help if you say what assistive technology you use.