OpenText Corporation

OpenText Managed Services for UK G-Cloud solutions

These annual Managed Services programs are relevant if you are running any OpenText solution in a third party Cloud such as Azure or AWS and require additional levels of support and assistance to manage your solution.

Features

• Jointly agreed personalised Program for management of your OpenText solution.
• Proactive services including regular monitoring improving user satisfaction, minimising downtime.
• Leverage expertise from specialists to resolve incidents and problems quickly.
• Delivery led by a named Services Manager.
• Service Manager responsible for managing effective delivery of the Service.
• Application of ITIL best practice guidance in delivering service components.
• Delivery of Service in compliance with your formalised security requirements.

Benefits

• Ensure optimal business processes and drive user adoption.
• Maximise availability and stability of the EIM application.
• Rapidly resolve issues with experts managing and monitoring OpenText solution.
• Service Manager to ensure continuity in your relationship with OpenText.
• Free internal staff from routine maintenance activities.
• Reduces effort, risk, complexity by using the Vendor Experts.
• Maximise system availability by avoiding preventable issues.
• Improves productivity of your in-house team, leading to improved efficiency.
• Predict cost structure for EIM systems managed by application experts.

£3,405.60 a unit

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

Framework

G-Cloud 14

Service ID

704173284663296

Contact

Gideon Jones
01189848000
gjones@opentext.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: Any of our Learning Services (education packages) can be built into a Managed Service Program:; ; User Training:; Training assessments – numbers of staff, roles, training needs and execution process.; ; Materials – user guides, FAQs, process diagrams, context sensitive help screen and web enabled materials.; ; Delivery to organisational trainers – traditional train the trainer programs for buyers with established training departments.; ; Deliver to users – classroom, WEBEX, video and self paced programs.; ; Development of organisational solution experts – intensive programs including standard classes, knowledge transfer, shadowing on projects and long term mentoring.
• Training is tied to specific services: Yes
• Services the training service works with: All OpenText Services.

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:
  • 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: Your Service Manager will work with you to decide on the right program for you, and then support you every step of the way throughout the Program. They will be your OpenText point of contact and will ensure Program Governance meets your needs.; ; The Managed Service Program framework provides a flexible, modular approach to Managed Services allowing you to build the Program you need to meet your requirements. All support services help you with day-to-day running and administration of OpenText solutions (including User Administration if needed).; ; Our extensive Business Service Catalogue lists all our ITIL services, and whether they apply to On Premise or Third Party Cloud.; ; OpenText Managed Service is the ideal blend of proactive, preventative and personalised services, that create a recurring program to fit for your needs.

Service scope

• Service constraints: OpenText Managed Service Programs are limited to Software Solutions that are primarily based on OpenText software.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Response times will follow the SLA's within the OpenText Cloud Support Handbook.
• 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: In the OpenText Cloud the standard support levels will often apply - and our Optimize services will compliment the core offering.; ; A Service Manager is always a key part of your OpenText cloud experience. They will work with you to define the support levels you require from the program.; ; In a 3rd party cloud scenario we will work with you to define the support levels you require.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  OpenText is committed to enabling our customers digital transformations, to become more efficient and reduce their environmental impacts through the use of our products and services. All of our products are delivered digitally, thus we have no need for manufacturing or packaging. Enterprise Information Management solutions by OpenText provide climate solutions for our customers by virtualizing servers, and condensing storage requirements. Zero footprint articulates our commitment to measuring and managing our environmental impact and integrating environmental innovation into our everyday business practices. Staying competitive in the marketplace, attracting the best talent, and having a positive impact on the planet means zeroing-in and holding ourselves accountable to our targets.

Pricing

• Price: £3,405.60 a unit
• 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 gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.