Jigsaw24

Jigsaw24 - Adobe Creative Cloud Value Incentive Plan (VIP)

By downloading current versions of all key Adobe Creative Suite apps, collaborate and save projects in Adobe cloud storage, sharing internally, and with clients to speed up approvals and sync content between all devices. You can also purchase, manage, and assign permissions via an easy to use admin portal.

Features

• Manage Creative Cloud licenses
• Purchase and request new Creative Cloud licenses
• Assign and monitor licenses that are purchased
• Choose best licensing model for your needs
• Easy to use admin portal
• Share content both internally and externally from a central source
• Regular feature updates rolled out automatically
• 20+ Creative Cloud apps, inc. Photoshop, Illustrator, Acrobat Pro etc
• GDPR compliant and secure content sharing

Benefits

• Advice on choosing the best licensing model for your organisation
• Easy payment and maintenance of licenses
• Support and guidance in portal use and assigning users
• Easy renewal process to avoid down time
• Management of new seat requests
• Support for exploiting the collaboration offerings
• Dedicated support team within Jigsaw24 as a Platinum Partner
• Proactive management of your renewals
• Education option allows for collaboration in the classroom

£21 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gps@jigsaw24.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

734760501663925

Contact

Simon Taylor
03332 400 888
gps@jigsaw24.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Users can work offline for a maximum of 90 days. The Creative Cloud service does require sporadic internet access to verify user licenses.
• System requirements:
  • Internet access (at least once every 90 days)
  • Valid email address is required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 8.30 to 6.00 Monday to Friday (Bank Holidays excluded).; ; We respond within 30 seconds and will immediately triage the call into a Support Priority 1 - 4 basis. Response and fix times vary from 1 hour to next business day depending on level of priority. Where necessary, calls are escalated to third line resolver groups with the manufacturer/vendor. ; Priority 1s are monitored daily to ensure high levels of performance; current performance includes: ; · 95.9% first time fix ; · 34-minute average response time ; · 22-hours average resolve time (P1-P4).
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• 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: We test our website accessibility through 2 independent providers - Wave (https://wave.webaim.org/) and Power Mapper (https:try.powermapper.com/). Every three months, we undergo internal audit, testing and development process to monitor and improve web accessibility for assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: Service availability SLA is 99.99%, with support for Priority Incidents 1-4 covering response times from 1hr to next business day. ; • P1 Emergency (highest) - incident preventing multiple End Users from working or causing serious disruption to the Buyer’s business: ; o Initial response time: 1 hour ; o Assessment: 2 hours ; • P2 Urgent - incident preventing any one End User from working or preventing/seriously degrading use of a critical application/service by multiple End Users with no alternative solution: ; o Initial response time: 1 hour ; o Assessment: 4 hours ; • P3 Fault - minor incident affecting (not preventing) use of an application/service by one or more End Users: ; o Initial response time: 1 hour ; o Assessment: 8 hours ; • P4 Request - a single user request for information or advice, or for access to an IT service e.g. a password reset: ; o Initial response time: 1 hour ; o Assessment: 48 hours ; ; Support calls can be logged via phone, email, WebChat or portal. A ticket will then be raised and a Cloud Support Engineer or Technical Support will be assigned, depending on requirement. Escalation routes are fully defined from Account Manager, to Service Delivery to the Services Director.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: After a need has been identified, our dedicated Adobe Business Manager will look at the best solution for licensing available to you - both in terms of price and which options provides the best service for your needs. We then set you up and guide you through the license allocation and access process. We also offer 1-2-1 training and access to the experts within Adobe to help with your adoption process.
• Service documentation: No
• End-of-contract data extraction: All the user date is held within the Creative Cloud, and is direct with Adobe, or downloaded to a nominated location as directed by the Buyer/User. Data extraction is not required as part of this service. As Adobe is the Data Processor, users can remove all data from their devices at any time.
• End-of-contract process: At the end of the contract, if the user decides not to renew, then all data should be downloaded to a local device and/or backed up to the cloud so it can be accessed once the Creative Cloud service ceases. ; All licenses will expire if not renewed. After 28 days of the anniversary date, access to the software will be revoked and the users will no longer have access. This is enacted direct by Adobe. Our Adobe Business Manager will be in contact approximately 60 before contract end to discuss renewal options and the process going forward.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Adobe Creative Cloud software does have varying features between desktop and mobile devices, in some cases there are interactive features to enhance experience. Not all the Adobe software has mobile device functionality and some have limitations due to the complex nature of the software.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: They can select the license types that suit the specific company requirements as well as selecting the individual Applications that best suit the users business needs to use via Creative Cloud.

Scaling

• Independence of resources: Adobe manage their service demand by load balancing across servers whilst maintaining a minimum level of redundancy

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Adobe, Apple, Jamf, Microsoft, AWS

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Adobe Cloud encrypts documents and assets at rest using the National Institute of Standards and Technology (NIST) Advanced Encryption Standard (AES) 256-bit encryptionand supports Hypertext Transfer Protocol (HTTP) within a connection encrypted by Transport Layer Security (TLS)
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported via traditional methods such as .csv formats. The data can be held on the cloud storage facility and easily downloaded to a saved location of the users choice, or stored locally. This is dependent on the type of licensing structure purchased and any device management controls/policies put in place bythe user/Buyer.; There are license access controls available on the education and enterprise versions of the software.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • .pdf, .psd, .ai, .indd
  • .doc, .docx, .xls, .xlsx, .ppt, .pptx
  • .txt, .rtf
  • .ps, .eps, .prn
  • .bmp, .jpeg, .gif, .tiff, .png, .pcx, .rle, .dib
  • .html
  • .u3d, .prc
  • .dwg, .dwt, .dxf, .dwf, .dst
  • .xps
  • .mpp, .vsd
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • .pdf, .psd, .ai, .indd
  • .doc, .docx, .xls, .xlsx, .ppt, .pptx
  • .txt, .rtf
  • .ps, .eps, .prn
  • .bmp, .jpeg, .gif, .tiff, .png, .pcx, .rle, .dib
  • .html
  • .u3d, .prc
  • .dwg, .dwt, .dxf, .dwf, .dst
  • .xps
  • .mpp, .vsd

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: As a commitment to running a highly available service, Adobe have a Service Level Agreement of 99.9%
• Approach to resilience: Adobe have multiple web servers for accessing the system, with optimum levels of redundancy. There has been no reports of service outage. All physical access measures are also taken.
• Outage reporting: Status health can be checked via the following link https://status.adobe.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: User and administration access is configurable to user requirements
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: 09/03/2022
• What the ISO/IEC 27001 doesn’t cover: All aspects are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Lloyds Cardnet
• PCI DSS accreditation date: 17/09/2021
• What the PCI DSS doesn’t cover: We are fully covered for all scenarios where credit card data would be provided and handled by Jigsaw24
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Compliance with Cyber Essentials and ISO27001 is a written requirement of employment at Jigsaw24 and is regularly assessed by our in-house auditing team as well as through six monthly externally led audits.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The source Adobe configuration is managed by the supplier. All personalisation and tailoring is handled by Jigsaw24 following industry best practice and ITIL v3.0 service management guidelines. Changes or configurations are fully tested prior to release and approved by the client using the PRINCE2 methodology that ensures continuity of service and a focus on the security impacts of potential changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Source identified threats are managed by Adobe through their Vulnerability Management Process (https://www.adobe.com/uk/corporate-responsibility/data-security-rick.html). Any recognised threats or potential breaches are handled via patch management and implements globally (depending on the severity and possible impact). More information can be provided to customers following NDAs being put in place.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Jigsaw24 have a protective monitoring policy, covering alerts, regular reviews and response commitments.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be reported to the Jigsaw24 systems team through our ticketing system and will automatically be raised to priority 1 if a cloud based system is affected.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Jigsaw24 have set an ambitious target to halve our Scope 1,2 and 3 carbon emissions by 2030, and to achieve Net Zero emissions by 2040. We signed up to the Science Based Targets Initiatives (SBTI) in 2022, which is a long-term commitment to true carbon emissions reduction, without the use of offsetting until we achieve residual ‘hard to abate’ emissions.; ; Since 2022, Jigsaw24 have committed to calculating our Scope 1, 2 and ten categories of Scope 3 emissions that are relevant to the business, including ‘Use of sold goods’, and ‘EOL treatment of sold goods’, for the Apple products that we sell to our customers.; ; Some of our climate change activity includes: ; • 100% renewable electricity purchased across all premises since 2023.; • Investment in LED lighting, efficient HVAC and energy efficient appliances and IT equipment across all sites.; • Electric vehicle, cycle to work and Tram2Work Salary sacrifice schemes available to all staff, to reduce emissions from business mileage as well as employee commuting. The EV scheme has so far removed 21 ICE vehicles from our company fleet.; • Improved Energy performance ratings in all of our buildings, particularly in our new London office that replaced an inefficient four-story building, and improved insulation at our HQ.; • Combined ISO9001, ISO 14001 and ISO 50001 certified management systems in place, ensuring that environmental stewardship and energy management is core to all operations, from design of our facilities to the design and delivery of our service offerings.; • We report to the Eco Vadis ESG assessment platform, achieving a Gold award, and the Climate Disclosure Project (CDP), achieving a B rating.; • We provide a suite of lifecycle management service offerings, such as remote device management & support, (JML) device logistics services, cloud software, and are an authorised Apple repair centre.

  Covid-19 recovery

  The Jigsaw24 Coronavirus Co-ordination Group was established to implement government guidance and legislation, with actions cascaded to staff, customers and suppliers to support our relationships throughout the pandemic. This was imperative to maintain our communities and build foundations for strong COVID-19 recovery. Whole company remote working (with protected spaces for warehouse staff) and support to suppliers in sourcing alternative products ensured Our financial performance was maintained, and our growth continued, with our Public Sector business growing from £400k to £20million+. ; ; We invested in our own remote capabilities and supported our teams with training and support for remote engagement. Since the easing of restrictions, we have continued to recruit using a hybrid location model, opening opportunities for women returners, part time workers and those with caring responsibilities. ; ; COVID-19 showed us that human skills are as important as technical ones, leading us to expand our apprenticeship and work placement programmes to tackle unemployment and skills gaps. Leaning into our local communities, we have recruited six apprentices from Nottingham College over the last twelve months and are working with Business in the Community to identify relevant engagement projects. ; ; With a ‘work is what we do, not where we are’ outlook, Jigsaw24’s care and approach, has maintained our customer and supplier relationships, despite the pandemic. This is driven better mental health, greater engagement, and higher levels of satisfaction from both internally and externally. Remote/hybrid engagement is now our default for non-warehouse/service centre roles. ; ; As the Technology Partner for DHSC programme Test&Trace and Care Homes, ensured our support for over 20,000 devices into critical frontline and vulnerable social services. For our people, we provided a clean, safe space to work – remotely or office as needed – and introduced Health Shield (employee healthcare programme) to support physical, mental, and social wellbeing.

  Tackling economic inequality

  By creating new businesses, jobs and skills, and increasing supply chain resilience and capacity, Jigsaw24 tackles economic inequality.; ; Our Social Impact Group ensures our values are continually supported, in our business and personal communities. ; ; We judge applicants (through an anonymous recruitment process) on their talent and potential, not just their educational attainment to widen opportunities for all people. Through this, several direct entry apprentices are now successful members of Jigsaw24 in roles throughout the business.; ; Our head office, where we have been for over 30 years, is based in an area of high economic deprivation and we strive to have an excellent relationship with our neighbours and support local suppliers. We encourage local recruitment and are signed up to the Living Wage Foundation. We work closely with the two major universities in Nottingham to offer development, training and further learning, ensuring opportunities are available for all members of staff.; ; To further tackle economic inequality we also provide full training and awareness of modern slavery, debt bondage and forced labour so our people can identify and support any instances of these issues. This awareness is also part of our supplier on-boarding, monitoring and training process and we map our supply chains to highlight high risk areas so appropriate mitigations can be put into place.; ; Our supplier base consists of around 400 suppliers, and we have strong relationships with all of them, with every supplier being supported with regards to ethical trading to an appropriate level.; ; We increase resilience within our supply chain by welcoming supplier feedback. This comes from day-to-day communication as well as quarterly and annual reviews with key suppliers. We also maintain financial resilience, reduce business risk and generate a positive impact on the wider economy by paying our suppliers on time, in line with the Prompt Payment Code.

  Equal opportunity

  We tackle imbalances within in the UK IT industry by regularly reviewing business practices, from recruitment to development to inclusive data-driven actions, as well as identifying ways in which to support the next generation.; ; We receive and implement specialist training and guidance from Dr Suzanne Ross, Nottingham Trent University, around our Inclusion & Diversity strategy, including recruitment practices, policies and procedures, breaking down barriers and raising internal awareness. This has included a full remote working policy, enhanced parental leave, anonymising job applications and supporting flexible learning to encourage participation. ; ; We have already made a positive impact by encouraging more women to consider a career in IT by partnering with Nottingham Trent University to offer a bursary for a female student studying Computer Science. We also run mentoring programmes for women in media and support local students with career and education aspirations. We are signatories to the Race at Work Charter, the Disability Confident Scheme, Armed Forces Covenant, and Tech Talent Charter and support numerous work placements, apprenticeships and career returners.; ; Due to the size of our business, a Gender Pay Gap report is a legal requirement, and it provides a mechanism for us to review, reflect and identify actions to continuously improve within our sector. We have improved our ethnicity data capture and rolled out additional support to all managers regarding equality throughout the workplace. We have a full programme of online training that incorporates equality, diversity, modern slavery and ethical trading. All activity is supported through executive sponsorship, and we have a zero tolerance to of harassment and bullying across the business. ; ; We also create and publish a social value report where we hold ourselves accountable against all seventeen UN Sustainability Goals; including diversity and inclusion.

  Wellbeing

  Wellbeing within Jigsaw24 is not only providing an environment where the mental and physical health of our employees is nurtured, but also about how we improve, support and develop our wider communities; through supply chains, contract delivery, and where we live and work. ; ; We engage with community activity including charity fundraising, local volunteering and supporting work placements with schools, colleges and universities, that benefits both our staff wellbeing but also our community cohesion. We encourage engagement with programmes such as Young Enterprise, Local Enterprise Partnerships and community groups (Woodland Trust, Nottingham Hospitals Charity and Trussell Trust). We have broadened this to include toilet twinning to support community wellbeing across the world.; ; Locally, we have installed a defibrillator in our head office at Nottingham, to support our staff, and from a community aspect we can extend its use to the wider community and neighbouring businesses. We aim to install defibrillators across all sites, which are/will be registered on a national database. ; ; As a business and community resource, we have seven Mental Health First aiders in addition to our First Aiders, and have implemented Manager Mental Health training, with an aim to make mental health provisions and signposting more accessible. ; ; We completed our Health and Wellbeing survey early 2023 to inform our 2023-24 wellbeing roadmap. As a result, all employees receive health and wellbeing benefits to promote positive wellbeing. Through the ‘Thrive’ App (NHS Endorsed App for wellbeing), we offer 24/7 resources and support include GP access and a counselling telephone line for staff and their families, many who are members of our local community. ; ; Volunteering is encouraged throughout the business, encompassing Jigsaw24 values and the government’s voluntary core recommendations for businesses, to support the UN Sustainability Goals, and increase measurable community cohesion.

Pricing

• Price: £21 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A 28 days free trial can be made available prior to payment being due for continuation of usage. Please contact us to discuss all the possible options

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gps@jigsaw24.com. Tell them what format you need. It will help if you say what assistive technology you use.