CTMS SERVICE MANAGEMENT LTD
Netcall Liberty - System Configuration and Support Services
This service provides cloud support to configure and support the Netcall Liberty platform. Services include, scoping. design, configuration and system administration.
Features
- Initial system setup and configuration
- Scoping and design workshops to define configuration requirements
- System configuration
- Continual Service Improvement (CSI) reviews
- Integration configuration
- Ongoing system administration and configuration support
Benefits
- Configure the Liberty platform in line with agreed requirements
- Align system workflows and data models to business processes
- Optimise existing configurations through continual improvement
- Maintain and administer the platform post go
Pricing
Service documents
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 david.keen@ctms-itsm.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 15
Service ID
6 5 7 7 3 3 7 2 6 4 7 3 8 7 9
Contact
CTMS SERVICE MANAGEMENT LTD
David Keen
Telephone: 01189338070
Email: david.keen@ctms-itsm.com
About your service
- Service categories
-
Cloud Support Services
Ongoing Support
- Product support capabilities
- Other
Service scope
- Service constraints
-
This service is for configuration support only of the Netcall Liberty platform. The following is not included: software licences or SaaS subscription access, hosting or platform operation, non-Liberty system consultancy, business strategy or organisational transformation services.
Service constraints are: The services are delivered for a defined period or as callable support. The service requires an active Liberty platform subscription. The service scope is agreed prior to delivery.
The service delivery model is delivered remotely by default (unless onsite engagements are prior agreed) and delivered as time-and-materials, call-off support or fixed-priced packages.
User support
- Email or online ticketing support
- Yes
- Support response times
- The SLAs for this service are for System Scoping, Design, Configuration and System Administration. Support for the Liberty solution in terms of outages are covered by the Software Subscription License and not this service. CTMS will acknowledge configuration and support requests within agreed business hours. The standard support hours are 9:00 to 17:30 Monday to Friday. Critical configuration issues acknowledged within 4 business hours. Standard configuration and optimisation requests acknowledged within 1 business day. Advisory and continual service improvement requests acknowledged within 2 business days.
- 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
-
For CTMS services which cover System Scoping, Design, Configuration and System Administration our support levels, CTMS will acknowledge configuration and support requests within agreed business hours as follows:
• Critical configuration issues will be acknowledged within 4 business hours, with an initial response within 1 business day.
• Standard configuration and optimisation requests will be acknowledged within 1 business day and scheduled via an agreed call-off or delivery plan.
• Advisory and continual service improvement requests will be acknowledged within 2 business days and responded to within 5 business days. • Resolution times are dependent on scope, complexity and agreed delivery approach.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Security Clearance (SC)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Solution architect | £1,365.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Technical architect | £1,365.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber Essentials Alternative
- In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- None of the criteria
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
-
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority
- New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
- New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
- Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Ensuring new workers are informed of their right to join a trade union
- Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
- Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
- Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Activities to cascade good practice on fair working conditions throughout the supply chain
- Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
- Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
- Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
- Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
- Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
- Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
- Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
- Volunteering opportunities for staff
- Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
- Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
- Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
- How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
- How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
- How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
- Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract
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Service documents
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 david.keen@ctms-itsm.com.
Tell them what format you need. It will help if you say what assistive technology you use.