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Mazepoint Limited

Mazepoint Cloud Support Services

Mazepoint’s support Services cover the design, specification, implementation and support of the Cloud Software and Hosting products listed on the G-Cloud 12 framework. The Mazepoint team of specialists covers all aspects of the delivery, and transfer skills and knowledge to users and administrators for as much self-sufficiency as they want.

Features

  • Understand the current user environment and why change is required
  • Diagnose existing issues and help define steps to resolve them
  • Map vision of improvements to known capabilities of software tools
  • Proof of concepts to help stakeholders understand new system potential
  • Produce and agree specification documents, including graphic design
  • Technical review of current infrastructure, security and systems for compliance
  • Project plan (milestones, dependencies, risks, resources, communications, testing, delivery)
  • System implementation (infrastructure, data, modelling, outputs, visualisations, user engagement)
  • Training for power users, general users and technical staff
  • Full system support with Mazesupport ticketing and agreed service levels

Benefits

  • Use business and operations specialists with deep information systems experience
  • Help develop a plan that will deliver the benefits required
  • Assistance with selecting the most appropriate tools for the job
  • Help the change management process by regular engagement with stakeholders
  • Clear specifications clarify communications and underpin the change management process
  • Engagement with IT aligns organisational priorities and reduces risk
  • Disciplined approach to managing the delivery process builds confidence
  • Technical specialists and engineers available for all project phases
  • Transfer of expertise to ensure self-sufficiency and organisational change
  • Fast problem resolution with full audit trail and efficient processes

Pricing

£900 to £1,620 a unit a day

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

Framework

G-Cloud 14

Service ID

6 6 4 3 0 8 4 1 9 8 8 3 7 9 1

Contact

Mazepoint Limited James Noble
Telephone: 020 7348 7600
Email: jnoble@mazepoint.com

Planning

Planning service
Yes
How the planning service works
Mazepoint’s Support Services cover the design, specification, implementation and support of the Cloud Software products listed on the G-Cloud 13 framework. The Mazepoint team of specialists covers all aspects of the analysis, return on investment assessment, solution design, specification, user acceptance, delivery, and transfer of skills and knowledge to users and administrators for as much self-sufficiency as they want. Information Security and Personal Data Protection are integrated in Mazepoint's products and services by design.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Mazetime Service
  • Mazepoint Data Service
  • Mazepoint Finance & Operations Analytics Service
  • Mazepoint Cloud Hosting Service

Training

Training service provided
Yes
How the training service works
Mazepoint provides two main types of training, face-to-face classroom style training and web-based training.
The classroom style training tends to be for advanced users and administrators looking to upgrade their analysis, ad hoc reporting and report design skills using Mazepoint's software services.
Web-based training is designed for dashboard and report consumers in larger numbers and in multiple locations, guiding them in the use of the online tools and helping them become self-sufficient in accessing the information they require.
Web training sessions tend to be short (1-2 hours) whereas classroom training can take place over several days.
Training is tied to specific services
Yes
Services the training service works with
  • Mazetime
  • Mazepoint Data Service
  • Mazepoint Finance & Operations Analytics Service
  • Mazepoint Cloud Hosting Service

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Mazepoint’s Support Services cover the design, specification, implementation and support of the Cloud Software products listed on the G-Cloud 13 framework.

The main migration service focuses on managing the transfer of historical data and the design of outputs and visualisations that are anticipated with the new service.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Mazetime Service
  • Mazepoint Data Service
  • Mazepoint Finance & Operations Analytics Service
  • Mazepoint Cloud Hosting Service

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Mazepoint is ISO9001:2015 and ISO27001:2013 certified, as well as CyberEssentials Plus certified. The ISO9001 certification focuses on quality assurance and performance and provides the benchmarks for testing. There are no exclusions to the company's ISO27001 accreditation.

Quality assurance and performance testing is carried out with the buyer in the User Acceptance Testing environment which may be part of either an agile or a waterfall development process. Software delivery is checked against the agreed specifications, including response times, using test scripts supplied for the purpose.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • GBEST
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Mazepoint’s Mazesupport portal is the main support route for customers for the Company's hosting and software services. Mazesupport is based on ITIL standards and is detailed in our Service Description document. In principle it supports the identification, management, resolution, and considered future mitigation of issues through a multi-level support structure, contactable through various channels and operating during normal UK office hours of 8:30 - 17:30, Monday to Friday (except UK public holidays and the period between Christmas and New Year). Other support arrangements are available on request.

Service scope

Service constraints
On-site support at extra cost. Remote support available in the UK during normal office hours 8:30 to 17:30 (except public holidays, weekends or between Christmas and New Year).

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times depend on the level of support required, ranging from 1 hour response for Critical issues for the Premium Service, resolution target within 4 hours, to 2 days response and 5 days resolution target for Standard Service. Support hours do not include week-ends.
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), Monday to Friday
Web chat support
No
Support levels
Our approach to service levels is based on ITIL standards and is detailed in our Service Description document which also contains costs for the different services and response times. In principle it provides for identification, management, resolution, and considered future mitigation through a tiered support structure, that is contactable via various methods and operates during normal UK office hours of 8:30 - 17:30, Monday to Friday (except UK public holidays and period between Christmas and New Year).

Support is provided by business consultants for business issues and technical engineers for system issues.

Other support arrangements are available on request.

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
13/9/2012
What the ISO/IEC 27001 doesn’t cover
There are no exclusions to our certification
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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Mazepoint is fighting climate change by prioritising remote work, reducing carbon emissions from commuting. Implementing energy-efficient practices in data centers, using renewable energy sources where possible, and offering eco-friendly digital solutions can significantly lessen their carbon footprint. We are advocates for sustainable practices industry-wide to support environmental conservation.

Covid-19 recovery

Mazepoint is assisting COVID-19 recovery by offering remote Software as a Service tools for businesses adapting to remote work.

Tackling economic inequality

Mazepoint addresses economic inequality by offering affordable access to their software for underserved communities and providing skill development programs and job opportunities, offering work placements and training. We also collaborate with the charitable sector and implement inclusive hiring practices which foster socioeconomic diversity and reduce economic differences.

Equal opportunity

Mazepoint promotes equal opportunity by ensuring that diversity and inclusion are applied consistently in hiring and advancement decisions. This is underpinned by the company’s Equal Opportunities Policy.

Wellbeing

Mazepoint promotes wellbeing by prioritising work-life balance for all of its staff, all of whom work remotely and have the flexibility to collaborate in teams as well. The company has a dedicated HR resource to ensure that the company is fully supportive of any mental health, sickness or stress-related issues to ensure that a culture of general wellbeing is maintained. Regular staff feedback is requested to ensure that any personal difficulties are not overlooked.

Pricing

Price
£900 to £1,620 a unit a day
Discount for educational organisations
No

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