Symplicity

Symplicity Support Services

Symplicity Professional Services ensures solutions are implemented to underpin maximum positive impact; every institution is different. Symplicity services ensures alignment to objectives across the solution lifecycle, from envisioning through release and enablement. Furthermore, a broad range of high value strategic engagement packages, customised to support specific requirements are available.

Features

• Design & planning Sessions
• Engagement Scoping and Project Management Engagement
• Implementation of the Symplicity solution
• Fully Automated Imports via API or SFTP Dropsite
• Set-up of Shibboleth or ADFS user types
• ‘Train the Trainer’ working sessions either online or onsite
• Strategic Review of internal processes
• Aligning automation to the career readiness of students
• Strategic consulting with high profile thought leaders

Benefits

• Leverage experience from thousands of implementations for Symplicity solutions globally
• Close engagement throughout the deployment and beyond (via client-management)
• Optimal configuration of the Symplicity solutions
• Direct access to the development and product teams
• High project engagement resulting in shorter deployment times
• Considerable risk reduced by engaging with the vendor
• Maximise engagement and impact through thorough exploration of solution capability

£1,080 a unit a day

• Education pricing available

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 SymplicityEurope@symplicity.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

598720677960956

Contact

Jasvinder Virdi
07958131724
SymplicityEurope@symplicity.com

Planning

• Planning service: Yes
• How the planning service works: As part of the Discovery and Planning phase, Symplicity consultants will map existing business processes and develop a product configuration plan that aligns deployment of our solutions for the university.; ; The process mapping exercise will provide the opportunity to assess current processes and to explore with key stakeholders, potential options to make improvement on these processes. Potential improvement may include the ability to achieve greater administrative efficiencies, improve end user experience for staff and students, and provide improved and actionable reporting and tracking data.; ; The Discovery and Planning phase of the project will include a series of structure, in-person, on-site and remote workshops over a period of up to three-days. These workshops will cover the holistic and strategic objectives as well as detailed working sessions broken up into individual business streams and/or process streams. The focus and objective of the Discovery Phase will include both a Strategic Review and Information Gathering.; ; At the completion of the Discovery and Planning phase, project stakeholders will have a clear understanding of agreed project timelines, objectives and deliverables. This phase of work requires an average of between two – four weeks involving preparation, onsite engagements, follow up analysis and reports.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Symplicity Advocate - Student Wellbeing
  • Symplicity Advocate - Student Conduct
  • Symplicity CSM Foundation and Enterprise
  • Symplicity Access
  • Symplicity CareerHub Core
  • Symplicity CareerHub
  • Symplicity UniHub
  • Symplicity UniHub Teams
  • Symplicity Advocate Flex

Training

• Training service provided: Yes
• How the training service works: During implementation there are 4 key phases, with phase 1 and 2 focussing on information gathering, strategic review, building the system, watching online training modules and reading documentation available through the Help Centre. ; ; Phase 3 will involve several working sessions focused on driving user effectiveness and enablement towards go-live. The regular Training and Testing Sessions conducted by your Implementation Manager will build on the knowledge gained so far and will focus on university specific processes, configuration and requirements.; ; Regular working sessions will be scheduled based on the availability of university resources. The working sessions for Phase 3 will involve walking through the end to end workflows and business processes which have been configured specifically for the university. These working sessions will be conducted remotely via video link or onsite as agreed. Remote sessions offer the advantage of supporting remote staff, recording of the session, and future reference for potential new staff. ; ; During these working sessions, Symplicity will update and refine the configuration based on feedback during these sessions. ; ; At completion of Phase 3, customers are prepared and ready for go-live.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Symplicity Advocate - Student Wellbeing
  • Symplicity Advocate - Student Conduct
  • Symplicity CSM
  • Symplicity Access
  • Symplicity CareerHub Core
  • Symplicity CareerHub
  • Symplicity UniHub
  • Symplicity Placement Allocation System (PAS)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Symplicity provide a range of planning and implementation services enabling our customers to have a smooth transition to a cloud deployment. Our global expertise enables us to help organisations with their movement to the cloud.; ; During implementation we guide customers through several phases which include, strategic review, information gathering, and IT systems integration and data migrations. By the end of the implementation phase we ensure that all technical elements, including SSO configurations, integrations with other University systems, data and calendar syncs and data migrations are completed in agreement with the customer. Finally, we ensure all impacted stakeholders are able to adapt to the new ways of working.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Amazon AWS

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Symplicity is committed to ensuring that it delivers the highest levels of quality to its customers.; ; During the course of our engagement we conduct regular 1-2-1 reviews between the Implementation Manager, and then the Client Manager, with the key contact at the University. This is to ensure that we are supplying services and support in accordance to the agreed key deliverables.

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: Dedicated Client Manager (CM):; ; Once full handover from the IM is complete, the CM will be a dedicated system expert who provides oversight of your account. In conjunction with Symplicity Support, the CM works with customers to resolve issues, ensure quality of service, provide additional training support, and maintain positive relationships with internal teams.; ; Symplicity Support: ; ; The Symplicity Help Centre (SHC) is web-based and accessible 24/7. Customers will find set-up guides, cheat sheets, and video tutorials that will answer many of their questions about system functionality. ; ; Customers can initiate help-tickets through the SHC for functional issues, bugs, other problems. All issue tickets can be viewed to add updates, re-open, or resolve them.

Service scope

• Service constraints: Most commonly we provide remote support via our online support portal ticketing system where customers may track the issues they have logged. ; ; Where onsite support is required outside of the initial implementation of the solution, this will be negotiated between Symplicity and the customer where additional charges may apply.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependent upon severity level, response times range between 4 business hours and 3 days; ; Severity Level 1 - 4 Hours; Severity Level 2 - 1 day. ; Severity Level 3 - 1 day. ; Severity Level 4 - 3 days.
• 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), 7 days a week
• Web chat support: No
• Support levels: Symplicity operates with four priority levels for requests, handled based of severity:; Severity Level 1 (Critical Error) ; Production solution is not functioning, the system is disabled or non-responsive. Response time is within four hours; Severity Level 2; Production installation is functioning, but major components are unavailable, or a large number of users are unable to use portions of the system. Response time is within one day. ; Severity Level 3; Production installation is operating close to normal; however minor components are functioning abnormally. Initial response time is within one day. ; Severity Level 4; Software is operating normally, with minor impact issues or in need of instructional assistance. Response time is within three days. ; ; All support requests are included within the annual support costs as agreed during the contract negotiation stage.; ; A dedicated account manager will be aligned to each of our customers to oversee the account. The account manager works in conjunction with Symplicity Support to resolve issues and maintain the relationship.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IAS
• ISO/IEC 27001 accreditation date: 14/11/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 01/11/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self-Attestation of Compliance (AOC) with Qualys Scans Required
• PCI DSS accreditation date: 08/04/2024
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SSAE 18 SOC
  • NIST 800-53 (moderate)
  • HECVAT

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Symplicity has implemented our software remotely to thousands of institutions. Additionally, the majority of our staff work remotely. Through remote meetings within the company and with outside clients, we provide minimal impact on greenhouse gas emissions. Our goal is to produce the deliverables of our contract through remote means, eliminating the need to travel, use paper, or other resources. Through our vast experience with remote implementation and support, we influence our staff and customers to be more efficient and leave less of a carbon footprint.

  Covid-19 recovery

  Our company has always kept the wellbeing of our employees a top priority throughout the Covid-19 pandemic. Throughout the pandemic, we worked with employees to create flexible, work-from-home schedules that would accommodate their specific situation for childcare, healthcare, etc. Our Human Resources department has remained in constant communication with employees to provide information on resources and to set up any needed accommodations. Managers scheduled and continue to hold 1-on-1 meetings with employees to discuss any issues that may be affecting the employee. Our company has always kept the wellbeing of our employees a top priority throughout the Covid-19 pandemic. We enabled all of our employees to work remotely throughout the pandemic; our IT department worked quickly to get everyone set up with the appropriate equipment to be able to work safely from home. Managers worked with employees to create flexible schedules that would accommodate childcare or any other needs. We converted our office into a safe, social distancing environment for any employees that did wish to leave their home; desks and seats were re-arranged for social distancing, public areas such as the break room were clearly marked to ensure proper social distancing, and signs were placed prominently throughout the office about the virus, masks and sanitation. Additionally, our building vastly increased the sanitation of high-touch surfaces, and upgraded the building’s HVAC system to one that is certified for virus-reduction and clean air. When local and government authorities indicated that it was safe to return to the office, Symplicity slowed the return process to ensure that employees felt comfortable. We continue to maintain flexible, work-from-home schedules for employees

  Tackling economic inequality

  Symplicity is committed to ensuring that there is no modern slavery or human trafficking in our supply chains or in any part of our business. Our Anti-Slavery and Human Trafficking Policy reflects our commitment to acting ethically and with integrity in our business relationships and to implementing and enforcing effective systems and controls to ensure slavery and human trafficking is not taking place in our business and in our supply chains. The Symplicity Code of Conduct provides a system for our employees to escalate ethics issues, including slavery and human trafficking issues and breaches of our Ethics Policies. Both policies are reviewed annually. There have been no breaches or suspected breaches of our Anti-Slavery and Human Trafficking Policy at the time of this initial publication.

  Equal opportunity

  Symplicity Corporation is an affirmative action employer, and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to protected statuses such as race, colour, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

  Wellbeing

  Symplicity has several events to support employee inclusion, including a weekly happy hour party, holiday get-togethers and several other events such as an annual 5K run and parties to support the holidays of other countries. We provide free access to a gym within our headquarters building, an Employee Assistance Program for personal/emotional support of employees (including free counselling sessions with professional mental health care providers), workout and mindfulness memberships to our Brazilian employees, and provide paid-time for community service. Our employees have several groups they have developed as well, such a book club, steps club and movie club. Our products are aimed at wellbeing; our Advocate and Accommodate/Access solutions aid institutions in identifying and responding to the needs of their constituents. The solutions enable the reporting of incidents, requesting help, and identifying individuals in need.

Pricing

• Price: £1,080 a unit a day
• Discount for educational organisations: Yes

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 SymplicityEurope@symplicity.com. Tell them what format you need. It will help if you say what assistive technology you use.