Accenture (UK) Limited

Accenture SAP Cloud Hosting & Migration Services on MS Azure, AWS and GCP

Providing hosting of SAP solutions in Microsoft Azure cloud, AWS or Google Cloud Platform including a managed service covering operating system(s), database and SAP solutions. Consulting services to support Cloud Migration are offered to facilitate the move of SAP applications to the cloud for greater scalability and agility.

Features

• Cloud environment supported by ongoing vendor investment and innovations
• Full managed service for SAP:application management, platform and infrastructure
• Migration services available

Benefits

• Scalability and Agility
• Improved Performance
• Reduced IT Costs
• Enhanced Security
• Disaster Recovery

£95 to £2,240 a unit a day

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 UK.TenderMonitoring@accenture.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

744731750679703

Contact

Sarita Sudera
+44 20 3335 4305
UK.TenderMonitoring@accenture.com

Service scope

• Service constraints: All support services are provided remotely.; ; The Azure platform only supports Linux and Windows Operating Systems. If the customer has a SAP systems that needs to be migrated to Azure but is not on one of these platforms, then this would need a platform migration to a supported Operating System so that the SAP systems can be supported in Azure. We would perform the platform migration for you, as part of the project.
• System requirements:
  • Buyers provide their own SAP licenses
  • BYO Operating System license, or we can provide them.
  • SAP Solutions fully run on Microsoft Azure

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA's are in place across our services.; ; Working hours:; 8am - 6pm Mon to Fri, excluding Bank Holidays.; ; Out of hours support can be provided, as an addition to standard contracts terms.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: ServiceNow products are tested with the following assistive technologies: JAWS, NVDA and VoiceOver. Further, Accenture can develop and deploy chatbots powered by Artificial Intelligence (AI) that can provide online web chat support (requirements dependent) at an additional cost. Accenture also utilise Microsoft Teams which can be another means of support but is reliant upon the customer also using a Microsoft Teams solution.
• Onsite support: Yes, at extra cost
• Support levels: Accenture provides a full managed service for all aspects of SAP Systems in Azure.; ; Our support model is time based with time called off in 30 minute increments against an agreed number of days with each day being 7.5 hours.; ; A named Account Director and named Service Delivery Manager are assigned to all of our support accounts. Both these individuals perform roadmap planning, and monthly reviews with each of our customers whilst also ensure SLA compliance.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of the migration (or implementation) of your SAP system in Azure, Edenhouse will provide consultancy services to help you understand Azure and the requirements of the Azure platform. Accenture will provide user documentation as part of the landscape design process.
• Service documentation: No
• End-of-contract data extraction: We will work with your new support provider, where we will use our skills and experience of SAP and also our knowledge of Azure to make sure that the most appropriate method of transferring or extracting the SAP systems and data is undertaken, with the minimum of impact on your business. Any services additional to this (e.g. assisting with the migration out) would be at additional cost.
• End-of-contract process: The contract covers the ongoing hosting and managed service. We will work with the new supplier to make sure that the transition of the Azure subscription and/or the support service is as seamless as possible.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: Each customer's instance is dedicated, although the underlying cloud services are shared. Each cloud component of the service is assembled in a way to ensure that the final application hosting stack is provided in a performant way within the performance SLAs of the underlying cloud services. If a managed service contract is undertaken, we will actively manage performance within the budgetary constraints of our customers.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: SAP, Microsoft Azure, AWS, GCP

Staff security

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

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:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Virtual Machines
  • HANA Databases
  • SAP supported Databases
• Backup controls: Backup services is managed centrally as part of our overall service provision.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We provide a combined SLA of 99.9% based on both our services and the underlying cloud infrastructure deployment. Service credits can be discussed as part of due diligence.
• Approach to resilience: We create virtual data centres on Microsoft Azure, which allows us to provide access to configuration items that provide local, in data center, or in region geographic resilience. We architect the SAP landscape on a customer by customer basis, allowing us to balance the customer need for resilience over cost, to be able to provide highly available solutions with geographic redundancy, if required.
• Outage reporting: The service tooling will alert both our 24x7 NOC and key customer stakeholders in the event of an outage. We will also provide mediated access to the Azure control plane to customers for access to dashboards and API driven telemetry. In the event a customer does not take out a managed service with us we will assist in onboarding the SAP application and hosting into an existing ITSM and ITOM tool set.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Single Sign-on (SSO)
• Access restrictions in management interfaces and support channels: We use the in-built capability in Azure to manage access to the management plane and configuration items and use a combination of Multi Factor Authentication and Azure Privileged Access to delegate just-in-time rights to both our staff and customer staff to allow secure, audited access to the environment.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 20/12/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/03/2023
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: CERT UVDB Silver

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: Accenture aligns the security for Cloud Service to the global policies of the organisation. Included within those policies are specific guidelines for identifying, reporting, and tracking security related tasks. This is then reviewed by an internal audit and compliance team, and audited by a third party annually.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our change management process conforms to ITIL and ISO20000 standards. We have detailed service processes which are available on request which outline our approach to change and configuration management.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our management processes conform to ITIL and ISO20000 standards. We do not have a specific vulnerability process although we do use the in-built Microsoft cloud security and threat tools to protect environments. We have detailed service processes which are available on request.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We use sophisticated ITSM and ITOM tooling which scans virtual machine assets and the Azure fabric for system health and security telemetry which is assessed and if necessary escalated to our NOC for triage and remediation. Our standard SLAs are:; P1 - Service not available. 15 minute response 2 hours target resolution P2 - Degradation of service. 30 minutes response 4 hours target resolution; P3 - Minor issue or account changes E-Mail automated acknowledgement 8 working hours; P4 – Low Impact for Single User or any other type of non-critical issue.; ; E-Mail automated acknowledgement 2 working days
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our Incident management process conforms to ITIL and ISO20000 standards. We have detailed service processes which are available on request

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Microsoft Azure
• How shared infrastructure is kept separate: The Azure fabric is highly software defined and has a number of administrative boundaries that enforce user segregation between users both outside and inside of our customers' organisations. The top level subscription boundary groups resources into company boundaries tied to a single identity. Access to this level can be delegated to people both inside and outside the organisation but access needs to be expressly granted. Subscriptions also need to map to a single billing entity. Resource groups sit within subscriptions and grant access to specific cloud configuration items.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Microsoft's datacentres have been on the EU Code of Conduct for Energy Efficient datacentres list since 2012.

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Accenture’s environmental strategy supported by our ISO 14001 certification, focuses on three areas to fight Climate Change: running efficient operations that reduce emissions and other impacts; enabling client and supplier sustainability; engaging and influencing our people, leaders, partners, and other stakeholders as throughout targeted activities and initiatives. Influence environmental protection and improvement: ; • Accenture is working to achieve net zero emissions by 2025. We are proud to be largest professional services company aligned to Science Based Targets initiative. ; • Engagement to raise awareness: We will use Carbon Disclosure Project’s (CDP) supply chain tools to promote engagement and sustainable business practices with our suppliers. CDP methods are recognised globally as setting the industry standard for sustainability of supply chains. ; • Co-design/creation: Our ‘Responsible by Design’ framework will guide our work so the solutions we create for each buyer will include environmental protection and will reduce negative effects whilst maximising benefits. ; Additional environmental benefits: ; • Training and education: Our delivery nominated Sustainability Coaches will ensure we are focusing on environmental protection and improvement throughout our work. We will use our Sustainability Quotient (SQ) training to develop our skills and adopt climate smart behaviours. ; • Partnering/collaborating with the community: Engagement with communities throughout call offs will support the delivery of environmental objectives. We will improve our environmental outcomes in call offs through buying locally and ethically, sponsoring local environmental protection events, offering training and apprenticeship schemes, and building environmentally friendly services and products. We will leverage partnerships with bodies such as SciStarter to influence the public to contribute to climate projects. Reporting: ; • We use regular surveys and measurement to identify and implement opportunities to support the environment and tackle climate change. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, to provide transparent 3rd party verified reporting.

  Covid-19 recovery

  One of Accenture’s core values is Stewardship, which includes helping improve the communities in which we live and work. As such, we are committed to helping local communities to manage and recover from the impact of COVID-19. We are committed to ensuring that the G Cloud 13 contract supports local organisations and communities to manage and recover from the impacts of COVID-19. We will do this by: ; • Supporting local businesses: We will work with small/growing organisations to help optimise and grow their businesses. We will provide access to Accenture Leadership through hosting online workshops providing business mentorship opportunities to SMEs. ; • Investing in people to create opportunity: Accenture will support individuals to maximize their employability through training, apprenticeship, work placements, mentorships, and other initiatives where applicable at call-offs. Our initiatives will develop new skills that can keep them employed, upskilled and resilient in an uncertain job market. Our approach focuses on engaging with those who have been hit hardest by the pandemic in terms of employment opportunities including NEET and young people to enable them to get upskilled. ; • Rebuilding local communities: At call offs, we will invest in supporting local communities to recover from the less tangible effects of COVID-19. Mental health and isolation have become increasingly pressing issues during the pandemic particularly among the socially vulnerable. ; We are committed to supporting local and national charities to rebuild connections between people in the community. Our staff volunteer through our charity network in Leeds, Newcastle and London to create volunteering opportunities for all. Reporting: We use regular surveys and measurement to identify and implement opportunities to support Covid-19 recovery. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.

  Tackling economic inequality

  Accenture’s commitment in the UK extends beyond the Equality Act’s protected characteristics to include ensuring that individuals from lower socio-economic backgrounds. Entrepreneurship, growth, and business creation: Our established Accenture programmes support social mobility across a range of activities including outreach, work experience, recruitment, progression, and advocacy. ; • Employment: We will continue to offer our world class apprenticeship and graduate programme which provides opportunities for young unemployed people and creates a path to long term employment. The aim of Accenture’s apprenticeship and graduate programmes is to expand our talent pool by finding, training, and developing young people for a career in technology. This is part of our broader commitment to creating entry level opportunities in the technology and digital sectors for those facing greater barriers to entry. ; • Diverse supply chains: We remain dedicated to help develop small, medium and diverse suppliers through our Diverse Supplier Development Programme, Procurement Plus. By standardising and simplifying how we do things, we lower the barrier to entry for diverse SMEs to our supply chain. ; • Making our payments in accordance with the Prompt Payment Code and regularly reporting on the % of payments within 30/60 days. ; • Innovation and disruptive technologies: Accenture’s Innovation Programme - started in 2014, the programme will be used to leverage insights from within the Accenture organisation to resolve our clients’ problems. Our outreach programmes focus on areas of high deprivation across the UK; Skills to Succeed and Accenture's Digital Skills platform have upskilled 573,000 people across various social and economic circumstances, and we have reached over 10,000 young people nationallyTo manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.

  Equal opportunity

  Accenture is committed to accelerating equality and creating a work environment where everyone belongs. Our commitment starts at the top with our board and extends across the company. ; • Identifying and tackling inequality in employment, skills and pay: Inclusive and accessible recruitment practices: we provide opportunities appropriate to individuals from different backgrounds and at different stages in their career. We have partnered with a diversity software programme to drive a non-biased recruitment processes removing the need for human screening during the initial candidate sift. ; • We provide a range of learning and employment routes to tackle inequality and give opportunities to young people from disadvantaged backgrounds, including through our Technology Apprenticeship Programme and Movement to Work Scheme. ; • Reducing Gender Pay Gap: we are working towards eliminating gender-based pay disparity.; • Quarterly ethics/ unconscious bias training: all our employees must complete this training. We had global compliance of 99% in 2020. Supporting in-work progression including for those from disadvantaged/ minority groups Training and mentoring opportunities to disadvantaged and under-represented groups is a powerful way to raise their career aspirations and fulfil their potential.; • Our Networks of champions and allies can provide support in development and tailored mentoring for career progression, e.g., our South Asian network recently ran a Women’s Leadership Development workshop covering topics such as ‘Career Progression’. ; • ‘Accent On’ initiatives (such as gender/family/enablement/ethnicity) promote sharing knowledge and understanding to create cohesive and supportive diverse teams where everyone belongs and feels motivated. ; • Reporting: We use regular surveys and measurement to identify inequalities and implement measures to tackle them. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.

  Wellbeing

  Accenture has responsibility to our employees and the communities we work within to lead in advancing the mental and physical wellbeing agenda. Supporting physical and mental health in the contract workforce: ; • We strive for excellence in relation to support our employees’ Health and Wellbeing (H&W): We actively encourage physical fitness through access to l fitness experiences catering to all levels. ; • Mental Health at Work Pledge – we are committed to upholding a set of standards that improves and supports mental health of our people. We implement the six Mental Health at Work commitment standards through consistent communication, training at all levels, open conversations, workplace conditions/adjustments, routine check-ins via people leads and engagement surveys ; • We offer private medical insurance, including unlimited access to GP appointments, and our Employee Assistance Programme (EAP) including full access to confidential counsellors supporting our employees’ long-term mental health needs via a dedicated 24/7/365 helpline to all staff. ; • Influencing staff, suppliers, customers and communities through delivery of the contract: We will run our Truly Human workshops that focus on wellbeing – Heart (sense of belonging), Mind (mental wellbeing), Body (physical wellbeing) and Soul (sense of purpose); • We pride ourselves on mental health literacy for staff and provide opportunities to learn how to manage mental health effectively by: ; o Providing all staff with a mental health ally; o All staff will complete Mental Health Awareness courses so they can have effective conversations with their teams about metal health. ; • We will leverage Accenture Volunteering Programme to deliver volunteering days to drive positive health and wellbeing impact in community. ; • Reporting: We use regular surveys and measurement on staff wellbeing and explore opportunities to provide best-in-class support. To manage our social value commitments, we use www.SocialValuePortal.com, to provide transparent 3rd party verified reporting.

Pricing

• Price: £95 to £2,240 a unit a day
• Discount for educational organisations: No
• Free trial available: No

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 UK.TenderMonitoring@accenture.com. Tell them what format you need. It will help if you say what assistive technology you use.