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FUJITSU SERVICES LIMITED

Oracle Cloud Application Managed Services

Fujitsu’s Managed Service grows and changes with your organisation’sneeds. Ideal for Local & Central Government, Higher Education, Healthcare, Police & Blue Light. Thrive in the Cloud with our service, proven experience managing UK PublicSectors largest shared service. Fujitsu covers SaaS/PaaS/IaaS and HCM/Payroll/ERP/SCM/EPM/CX including Redwood UX, Generative AI Agents, HR Helpdesk

Features

  • The services are optional and tailored to what you need.
  • Pricing based on simple variables (footprint, users, interfaces, environments)
  • Incident support purchased in advance in packs 10 incidents pm
  • Named Service Manager provides single point of contact
  • Functional support guiding you through maintenance packs updates and upgrades
  • Environment and configuration management governing the solution
  • Support for, or delivery of testing and training services
  • Automation tooling to reduce overhead of Quarterly release testing
  • Support across Cloud/Hybrid/on premise solutions with OOB reports and extensions
  • Support for all cloud solutions across SaaS, PaaS and IaaS

Benefits

  • Fujitsu operate on a genuine proactive basis to support customers
  • Impact assessment support - assess and prioritise new functionality
  • Environmental management - ensure control is retained across environments
  • Fujitsu Oracle Support Manager – provides single point of contact
  • Support for ongoing testing and training
  • Reduced cost – utilising Fujitsu’s Cloud Shared Service Team
  • Fujitsu consultants - provide specialist Oracle skills
  • Incident Investigation and support with ongoing service improvement targets
  • Ability to identify trends as input to proactive management

Pricing

£0 a unit

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 government.frameworks@fujitsu.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 8 8 9 6 7 4 0 4 7 5 8 8 6 6

Contact

FUJITSU SERVICES LIMITED Sam Skinner
Telephone: 07867829234
Email: government.frameworks@fujitsu.com

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
As part of the Oracle Cloud update process, Oracle upgrade the SaaS application in the customer’s test environments every quarter, reapplying solution personalisations and then pass responsibility to the customer to complete the testing needed. Fujitsu can deliver the training strategy, needs analysis and training plan to support the customer as required. Our functional consultants will work with the customers training team to update the training material used during implementation, and update the documentation to reflect the updates released by Oracle. We are able to leverage Oracle Guided Learning - this is part of the customers’ solution, updating and managing the Guided Learning content as the solution is updated. Depending upon the service the customer requires, we can further support the rollout of training to trainers to cascade, run end user training, or create rich media material for end user consumption.
Training is tied to specific services
Yes
Services the training service works with
  • Oracle SaaS
  • Oracle PaaS
  • Oracle OTBI
  • Oracle BI
  • Oracle Middleware
  • Oracle IaaS

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
Yes
Security services type
  • Security strategy
  • Security design

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Fujitsu can provide all the services needed to support the Cloud Solution; from help desk solutions, through to management of the Solutions and leverage of the updates and upgrades as required.
Fujitsu supports the customer within the Oracle Cloud, adding the assurance that Fujitsu’s experienced Oracle Support Managers provide. This ensures that ‘living in the cloud’ is a controlled and managed experience - offering access to a wide range of Fujitsu resource if required.
Providing successful cloud experience, managing expectations, and providing the benefit of our experience gained over many years of administering managed services to our many customers.
The Fujitsu Support Manager is the single point of contact for all matters regarding the Support Service provided by Fujitsu and manages SLA performance, Incident Response, Environment Management, and coordinates all Fujitsu related activity involved in the Oracle Service.

Service scope

Service constraints
The Fujitsu Support Manager is the single point of contact for all matters regarding the Support Service provided by Fujitsu and manages SLA performance, Incident Response, Environment Management, and coordinates all Fujitsu related activity involved in the Oracle Service.
Fujitsu can provide support based when and where the customer needs it. Our global team provides cost effective solutions for customers with data - never going offshore. Our local team provides the experience and assurance that customers need to thrive in the cloud.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depending on the SLA's agreed. We will have different Response Times Comparing to Weekdays & Weekends.
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
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Not Applicable
Support levels
Fujitsu have standard "bundles" of support levels which form the foundation of the support we offer. Each bundle can be tailored to meet the exact customer requirements.
The bundles are offered as 4 packages called Bronze, Silver, Gold and Platinum.
Each package is made up individual support activities that flex to scale - up or down - to meet customers’ needs, e.g. number of incidents, application footprint and interface volumes. Further tailoring can include services covering PaaS, IaaS and developments e.g. reports or interfaces.
All levels include incident and problem management. A named Fujitsu Oracle Support Manager delivers the front of house services to the customer, providing a single point of contact. Incident support can be delivered utilising the Fujitsu global capability - whichever is most appropriate.
The price starts from circa £5k per month for a simple service across a small application footprint delivered offshore.
Our platinum service level is akin to a fully outsourced service, with Fujitsu responsible for all elements needed. The price depends on the volume of custom reports, test scripts and training content and change management services that need to be supported throughout the upgrade cycle.

Resellers

Supplier type
Not a reseller

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
Bureau Veritas
ISO/IEC 27001 accreditation date
06/01/2022
What the ISO/IEC 27001 doesn’t cover
All reference control objectives and controls of the standard are in scope, and all aspects of the offerings
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

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Covid-19 recovery

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Tackling economic inequality

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Equal opportunity

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Wellbeing

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Pricing

Price
£0 a unit
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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.