CACI UK Ltd

MooD 16 and MooD 17 Licence Support

MooD Software Support Service is to deliver incident and problem management, technical support and free Software version upgrades. The service can be accessed via a dedicated e-mail inbox and telephone support line, with all interactions tracked and managed by a customer service ticketing system.

Features

• Access to specialist MooD Support Engineers via phone, email, online
• Free Software version upgrades
• Bug triage and fixes across MooD components
• Architecture Framework and ArchiMate Blueprints
• Access to online training in using MooD Software
• Access to MooD User Forums and Community Building
• Training workshops to optimise your use of MooD
• Training on Business Modelling and Architecture

Benefits

• Streamlined, multi-channel/domain-relevant support process
• Minimised user downtime that drives productivity
• Community learning and sharing
• Annual engagement with Product Owner to discuss feature requests, feedback
• Collaboration with other customers and software team at user events
• Swift response times in line with severity
• Friendly, dedicated service from 1st line through to second line
• 2nd line delivered by the product developers themselves
• Issues are triaged, prioritised regularly, with input to releases/hotfixes

£1,500 a user a year

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 digital.marketplace@caci.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

800735783820366

Contact

CACI Digital Marketplace Sales Team
0207 602 6000
digital.marketplace@caci.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: All MooD 16 and MooD 17 software
• Cloud deployment model: Private cloud
• Service constraints: None.
• System requirements: NA

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Initial response to email is due within 4 hours on Monday to Friday from 09:00 to 17:00 excluding national holidays. Immediate response to phone and online requests business hours Monday to Friday. Online support portal available 24/7. Dedicated customer account manager available business hours. Enhanced levels of support are also available at extra cost
• 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
• Onsite support: Yes, at extra cost
• Support levels: This service is for standard support for triage and fix, plus access to guidance. Enhanced support may be purchased via the Managed Service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: No training needed.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Office
  • Microsoft Visio
• End-of-contract data extraction: Not Applicable. This is a support service.
• End-of-contract process: Customer loses access to helpdesk.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Desktop application.
• Accessibility standards: None or don’t know
• Description of accessibility: Not Applicable.
• Accessibility testing: Not Applicable.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Not Applicable.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Not Applicable. Customer data not imported.
• Data export formats: Other
• Other data export formats: Not applicable as customer data is not exported
• Data import formats: Other
• Other data import formats: Not applicable as customer is data not imported

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Private Cloud Hosting is provided by customer and as such meets their specific data protection and security requirements.
• Data protection within supplier network: Other
• Other protection within supplier network: CACI follows GDPR and all legal/contractual obligations to data protection/information security both as CACI data owners and data processors on behalf of clients. All data processing is conducted in accordance with our Information Handling/Data Protection Policies.; CACI comply with the principles of the HMG guidance “10 Steps to Cyber Security” and has implemented a comprehensive data protection awareness programme.; Information security and data protection training is provided upon induction, and throughout employment.; CACI has implemented the Access control controls (A9) as part of our ISO 27001 Certification. Our ISMS has been certified to ISO27001 since 2006 under certificate #501477.

Availability and resilience

• Guaranteed availability: 9am to 5pm service Monday to Friday. No SLA for availability during these hours.
• Approach to resilience: Available on Request.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: N/A
• Access restriction testing frequency: Never
• Management access authentication: Other
• Description of management access authentication: Not Applicable.

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: Certified by British Standards Institute for ISO27001 (cert # IS501477).
• ISO/IEC 27001 accreditation date: Original Registration Date: 11th April 2006 – last re-certification date was February 2022
• What the ISO/IEC 27001 doesn’t cover: Our ISO27001 certification covers all CACI services, offices and data centres.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • CACI holds Data Seal.
  • Registered with the ICO - Network and Information Systems Directive
  • ISO 9001 - this includes additional elements regarding security

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: CACI have implemented an Information Security Management System (ISMS) containing a set of policies, procedures, and technical controls for systematically managing sensitive data, systems, and processes. The foundation of our ISMS is designed in accordance with the ISO27000 series of international standards, industry best practices and regulatory controls. ; We have also adopted the security best practices detailed within the National Cyber Security Centre’s 14 Cloud Security Principles, 10 Steps to Cyber Security and 12 Supply Chain Prin-ciples along with the Government’s Technology Code of Practice into our Information Securi-ty Management System (ISMS) and these form part of business-as-usual operations.; CACI maintains a Risk Management program to mitigate and manage risk companywide. Risk assessments are performed at least annually to ensure appropriate controls are in place to help reduce the risk related to the confidentiality, integrity, and availability of sensitive in-formation.; We maintain ongoing initiatives intended to help minimise the risks associated with human error, theft, fraud, and misuse of facilities. These initiatives include screening, confidentiality agreements, security awareness education and training, and enforcement of disciplinary actions.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Documented change management systems form part of ISMS. Major/significant changes are peer reviewed and approved by the Change Advisory Board which delivers support to Change Management team who approve, assess, prioritise.; All changes are subject to our Change Control Policy. Where there is the possibility of an impact to user activity, stakeholders are notified for feedback.; Changes are then forwarded to Change Managers for CAB approval, who append plans when appropriate.; Robust systems acceptance testing processes have been established for all new information systems, upgrades, and new versions, conducted by a dedicated Quality Assurance team, ensuring no security impact.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Not Applicable.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Available on Request.
• Incident management type: Supplier-defined controls
• Incident management approach: All employees are required to report any real, perceived, or potential security incidents that may affect the confidentiality, integrity, or availability of data. ; All Security Incidents are recorded in-line with our Security Incident Policy and Response Procedure, for each incident a root cause analysis is conducted, a corrective action undertaken, and a preventative action will be implemented to prevent or reduce the probability of the incident reoccurring in the future.; CACI’s cyber security management programme includes cyber incident response plans, advanced technical controls, operation resilience and business continuity management to minimise the impact of a cyber-security attack or incident.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a supplier primarily of professional IT services, CACI’s environmental impact is minimal. However, we are constantly looking at how we can operate more efficiently in our fight towards climate change. We are working towards a Net Zero Carbon business model through our delivery to our customers as promoting this to our supply chain. ; This commitment is demonstrated by our achievement of ISO14001 accreditation, which we have held for nine years. To attain this standard, we ensure our Environment Management System (EMS) met the following requirements:; -Awareness of environmental impact through procedures and controls; -Acceptance of responsibility through environmental management systems; -Reducing harmful impacts via environmental policies; -Displaying community responsibility via staff training and awareness; ; We are fully committed to working towards a circular economy approach and where practically possible CACI select the most sustainable means to operate its facilities We remain aware of any and all opportunities to share, lease, reuse, repair, refurbish and recycle existing materials and products. That includes using recycled paper, enforcing double sided printing, and using Energy Star devices. Our recycling policy includes energy/water consumption, waste materials and paper use.; CACI has an agreed Carbon Reduction Plan (CRP) which is in implementation and is published on our website. This includes a set of carbon reduction targets up until 2040, with a baseline period set from July 2020 to June 2021

  Tackling economic inequality

  CACI is dedicated to creating employment opportunities, working with local suppliers and hiring local people. We adjust our recruitment and training processes to focus on attributes rather than qualifications, which could exclude those from a disadvantaged background or deprived areas. Inclusivity and accessibility are encouraged via unconscious bias education and positive and inclusive designs, accessible capabilities, and inclusivity in gathering requirements for digital services. For example, we work closely with the National Autistic Society and Autism at Work to create an inclusive recruitment process, actively supporting neurodiverse candidates to flourish.; CACI works with a number of outreach organisations to develop and attract individuals from minority groups into the cyber security sector, including CyberFirst. A number of our employees volunteer as Ambassadors to this NCSC led government outreach programme. This is a reflection of our belief in the programme’s mission, to develop a sustainable and diverse talent pipeline into the cyber security industry. The majority of the programme’s focus is on students in UK schools, to improve issues with massive student dropout from IT education.; ; CACI has pledged to promote equality of opportunity within our supply chain, and work with a diverse range, including specialist Small and Medium Enterprise (SME)s. Our network is diverse and wide ranging in terms of skill set, age of business, make up of employees, geographical location, and therefore varying business cultures and diversity of individuals.; We are focussed on creating opportunities from the following groups who experience barriers to employment :; -Long term unemployed; -Armed forces veterans; -Mothers returning to work; -Care leavers

  Equal opportunity

  CACI’s Equal Opportunities policy formalises our approach to not discriminate against any employee on the basis of sex or sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or maternity or other characteristics defined in anti-discrimination legislation (Protected Characteristics), or trade union membership or the fact that they are a part-time worker or a fixed-term employee. Our employees and applicants for employment with CACI are not disadvantaged by any policies or conditions of service which cannot be justified as necessary for operational purposes. ; CACI is dedicated to ensuring our work environment, operational delivery and recruitment processes accommodate people with disabilities. Adjustments are made to ensure that those with disabilities are included and supported in our workplaces. ; Our Workplace Adjustment Passport (WAP) enables employees to declare a disability, workplace adjustments are driven at company level. ; CACI has signed up to the Disability Confident Scheme, formalising our commitment to play a lead role in changing attitudes for the better. We aim to successfully employ and retain disabled people and/or those with health conditions. When designing internal training or selecting an external partner, staff are consulted to capture any specialist needs to tailor sessions, including location, means of delivery and materials. This ensures all staff can develop in a comfortable and accessible environment . ; CACI also works closely with the National Autistic Society to create an inclusive recruitment process, partnering with their Autism at Work programme; actively supporting neurodiverse candidates to flourish.; CACI have funded the creation of a number of staff networks, where employees with protected characteristics have time and resources to share ideas and support in a safe private environment. CACI have also offered specific training and talks from speakers related to these characteristics.

  Wellbeing

  CACI has a range of comprehensive support initiatives that have been implemented to aid the health and wellbeing of our workforce (including contractors). Below is a comprehensive list, with specific reference to the six standards of Mental Health at Work commitment.; Promotion of an Open Culture around Mental Health:; -Team of 18 Mental Health First Aiders; -Conduct regular drop-in sessions for all staff, delivered by a Mental Health First Aider Team, focus on a particular element of Mental Health; ; Prioritising Mental Health in the Workplace by developing and delivering a systematic programme of activity:; -Regular check-ins for staff and our contractor workforce; -Annual Staff Satisfaction Survey, which includes a section on Health & Wellbeing; -Free 24/7 professional counselling ; -Private healthcare and health and wellbeing plan (extendable to family members/dependents); -Employee Assistance Programme; -Discounted gym memberships; -Physiotherapy; -Medical services; -Mental Health First Aider programme; -Stress assessments; ; Proactively ensure work design and organisational culture to drive positive mental health outcomes; -Comprehensive property and facilities management, ensuring modern, comfortable and state of the art technology for all employees; -Distributed Working Programme, allowing employees and contractors to structure their working week in a way that suits their preference and personal commitments whilst delivering against their work accountabilities; -Open and honest communications at all levels throughout the organisation; ; Increased organisational confidence and capability:; -Dedicated area of our company intranet for mental health and wellbeing, including various supporting resources and colleagues; -Line Managers and Career Coaches trained in aspects of mental health; ; Provide mental health tools and support:; -Formal Mental Health First Aid Programme including a team of MHFAs; Increase transparency and accountability through internal and external reporting: ; -Publish the results of our annual staff satisfaction survey to all staff. Includes Mental Health and Wellbeing, actions taken and areas for improvement

Pricing

• Price: £1,500 a user a year
• Discount for educational organisations: No
• Free trial available: 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 digital.marketplace@caci.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.