Pebble Learning Limited

PebblePad

PebblePad's Learning Services and Customer Success teams are dedicated to ensuring customer satisfaction and success across the partnership lifecycle from project initiation, onboarding, training, to institution wide adoption and onwards. Our offering includes but is not limited to enhanced support, training and our Learning services workbook/workflow building.

Features

• Enhanced support: response times reduced to 12hours from 48
• Enhanced support: support for up to 10 named contacts
• Enhanced support: via telephone, email, webform
• Onboarding: project management support and consultancy
• Training: blended learning train-the-trainer course
• Learning consultancy: pedagogical support for learning and assessment
• Learning design: learning resource and workflow creation
• Implementation management including installation and integration

Benefits

• Enhanced support: quicker response for all support queries
• Enhanced support: wider help for more support contacts
• Enhanced support: broad range of contact channels
• Onboarding: a key contact to guide your journey
• Training: a comprehensive course covering essential functionality
• Learning consultancy: highly-experienced professionals supporting platform use
• Learning design: perfectly designed and configured resources and workflows
• Implementation: technical expertise ensuring effective set-up

£1,200 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 tenders@pebblepad.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

640092153318618

Contact

Vikki Kenny
01952 288300
tenders@pebblepad.com

Planning

• Planning service: Yes
• How the planning service works: PebblePad implementation is supported by our Implementation Engineer. Extensive documentation is provided in the lead-up to an Implementation Planning meeting to discuss the set-up of the service and any required integrations. Once requirements are understood and agreed, an implementation and integration plan is developed. This is all coordinated by our Onboarding Manager as part of the wider Onboarding process.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: PebblePad

Training

• Training service provided: Yes
• How the training service works: Training and enablement to develop a solid foundation for the implementation of PebblePad and to upskill key staff to support the use internally. Activities include: ; ; Implementation Toolkit: based on 20 years’ experience of successful PebblePad implementations and covers these areas: ; - Vision and Scoping, ; - Planning and Design, ; - Implementing and Supporting, ; - Scaling and Sustaining,; - Principles and Pedagogy, ; - Access and Integration. ; ; Platform Orientation: sessions and guidance materials to provide an initial introduction to the platform and platform administration. ; ; Training: train-the-trainer focus to enable internal trainers to cascade training to staff across the organisation. Providing you with guidance portfolios, followed by live sessions to help consolidate knowledge, and setting tasks for your team. Once complete, your trainers will have built their own training environments which can be used to host their own courses for end users. ; ; Learning and Assessment: focused on enabling and supporting discipline groups in their use of PebblePad. As well as providing platform orientation and use case examples, we work with discipline teams to develop resources and workflows that embed PebblePad into the curriculum and achieve desired learning outcomes. This is a paid for service unless included in an enterprise implementation package.
• Training is tied to specific services: Yes
• Services the training service works with: PebblePad

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

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 a support package for our customers. Our support is focused on key contacts at the customer organisation, these typically include local support teams or system managers. ; ; Basic support package, included free of charge with licenses:; 24/7/365 support on urgent priority 1 issues - via telephone, email & webform,; 8am-5pm Mon-Fri support on priority 2-4 issues – via email & webform,; 48-hour response target on P2-4 and 4 hours target for P1 issues,; for up to 3 named contacts.; ; Enhanced support package, designed specifically for customers who intend to deploy PebblePad across the University at large scale. Includes:; 24/7/365 support on urgent P1 issues - via telephone, email & webform.; 24/5 support on P2-4 issues – via telephone, email, webform,; 12-hour response target on P2-4 and 4 hours target for P1 issues,; for up to 10 named contacts, ; free access for above 10 named contacts to PebblePad Essentials Training. ; ; Learning design: Having made a PebblePad workbook or two in our time, we know how to turn pedagogy ambitions into reality. We work with you to create meaningful workbooks and workflows, the resources we build will be fully aligned with your project requirements and delivered within the agreed timeframe.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Help Desk provides second tier support for resolving queries. Named contacts can escalate queries and ask for further assistance in resolving issues or reporting problems. ; ; We aim to provide you with a first response within: ; ; 12 hours for enhanced support customers ; 48 hours for basic support customers ; ; All issues deemed priority 1, for example the platform is entirely down, will be responded to within 4 hours. As we have active monitoring on our servers, we would be the first to know and will inform named contacts of how we’ll resolve the issue.
• 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: It is likely your users will need to be supported to get started with PebblePad and it will be your internal trainers who will provide this help. To support them to do so, we provide train-the-trainer training. ; ; We offer two levels of support packages; 1. Basic support package, included free of charge with licenses; • 24/7/365 support on urgent priority 1 issues - via telephone, email & webform; • 8am-5pm Mon-Fri support on priority 2-4 issues – via email, webform ; • 48-hour response target – 4 hours target for priority 1 issues; • for up to 3 named contacts; ; 2. Enhanced support package (additional cost), designed specifically for those who intend to deploy and use PebblePad across the University at large scale. ; • 24/7/365 support on urgent priority 1 issues - via telephone, email & webform; • 24/5 support on priority 2-4 issues – via telephone, email, webform ; • 12-hour response target – 4 hours target for priority 1 issues ; • Up to 10 named contacts ; ; Within PebblePad itself there is extensive online system Help that is designed to provide immediate support for all users.

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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 04/09/2023
• What the ISO/IEC 27001 doesn’t cover: The certificates cover our business and software offered in lot 2 and the support services offered in lot 3.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  PebblePad is provided as a cloud based software as a service for students to collate and showcase evidence of their learning journey, reducing the reliance on paper based eportfolios and evidence. ; Educators are able to distribute workbooks and course materials within the system and provide comments and feedback to support learners, allowing for more flexible ways of learning including distance learning whihc may cut down on transportation costs and CO2 emissions.; ; As an office-based organisation, the direct environmental impacts of Pebble Learning's operations arise from our use of: resources, energy, transport, our choice of products and services, and our disposal of waste. We are fully committed to playing our part in the preservation of natural resources and in preventing environmental pollution. Our policy is to carry out our business so that we take full account of the needs of the environment.

  Covid-19 recovery

  Our customers: Pebble Learning supported organisations and businesses throughout Covid 19, providing its software to support distance learning and offering free licenses to businesses as they adapted to new ways of working. During the pandemic we released several free workbooks to support universities with remote teaching and onboarding new students. ; We continue to support these businesses with our team of learning consultants and learning success managers who are on hand to respond to our customers queries whether with face-to-face training or with our fully online implementation and training plans. ; ; Our staff: Pebble Learning implemented and has continued with a flexible working model that offers all employees choice in work location.

  Equal opportunity

  Our customers: PebblePad has always been designed to meet the needs of the widest possible range of users including those who may require assistance. To that end PebblePad has been designed to use assistive technologies and to support alternative approaches to system use over a standard keyboard and mouse approach. Our commitment to providing the best possible accessibility support is through an ongoing process of improvement and refinement, always adhering to the most current publication of the WCAG guidelines. We actively work with many of our customers to enhance PebblePad’s usability and WCAG 2.1 specific improvements feature in every major system update. ; ; Several members of our staff have also received training from our partner Anthropolicy, a Diversity, Equity & Inclusion educational non-profit. As part of this training we are currently developing D,E,&I templates which will be made available to our Global Partners. ; ; Our staff: Pebble Learning is committed to the principles of the Modern Slavery Act 2015. As an equal-opportunities employer, Pebble Learning is committed to creating and ensuring a non-discriminatory and respectful working environment for its staff. ; ; Pebble Learning recruitment and people management processes are designed to ensure that all prospective employees are legally entitled to work in the UK (or relevant territory) and to safeguard employees from any abuse or coercion once in our employment. ; ; Pebble Learning partners with School of Code (coding bootcamp) to offer employment opportunities for people re-training in technical skills. This social enterprise offers free training prioritising people from disadvantaged or minority groups enabling Pebble Learning to support people to move into higher paid work. ; ; Pebble Learning has proven track record in promoting women in tech and has a male/female workforce ratio of 58/42, far higher than industry average of 19%.

  Wellbeing

  Our customers: Our Customer vision guides our approach to partnership: ; “We will delight our customers by providing world class support, guidance and education through every stage of their journey with us from first enquiry, during implementation, when widening adoption across their business, and through to renewal and beyond. ; In this way we shall grow and nurture highly engaged local and global customer communities who grow with us and who actively advocate on our behalf.” ; The PebblePad Community is a vibrant and active one and across the Customer and Growth team we are always seeking to connect PebblePad users across customers and regions so that they can collaborate, learn from, and build on each other’s experiences. The Community Site is the portal for community sharing and provides a wealth of resources to inform and inspire new and expanding use of the platform. PebblePad Community events are conducted on a regular basis, both online and face-to-face, culminating in our biennial international PebbleBash conference.; ; Our staff: Pebble Learning is committed to supporting the health and wellbeing of all staff. Our wellbeing policy and wellbeing working group aim to support the overall physical and mental health of our team. We offer flexible working and the choice of work location to promote a healthy work life balance.

Pricing

• Price: £1,200 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 tenders@pebblepad.com. Tell them what format you need. It will help if you say what assistive technology you use.