SOFTCAT PLC
Dogma Support
Our service offers comprehensive technical support tailored to organization's needs, including around-the-clock assistance, incident management, and customizable support packages. We prioritize critical issues, provide dedicated customer success management, and ensure annual license reviews to optimize your investment..
Features
- License Review
Benefits
- License Review
Pricing
£850 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,
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Framework
G-Cloud 14
Service ID
8 1 7 3 8 9 4 9 9 7 1 7 0 6 8
Contact
SOFTCAT PLC
Charles Harrison
Telephone: 01628 403403
Email: psitq@softcat.com
Planning
- Planning service
- Yes
- How the planning service works
- Support services focus on providing detailed guidance, troubleshooting, and optimizing existing setups.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
- Microsoft Cloud Hosted Softwares, Salesfoce Cloud.
Training
- Training service provided
- Yes
- How the training service works
- We do provide Face to face end user, Admin, process training and train the trainer- + back up material, However, support does not include formal training session, the support Service primarily focus on technical assistance, incident management, and optimization rather than formal training.
- Training is tied to specific services
- Yes
- Services the training service works with
- Software Services
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Our service aids buyers in migrating to the cloud or transitioning between cloud hosting services seamlessly. We provide extensive guidance and assistance throughout the migration process, leveraging our expertise in incident management and technical support. Our support team collaborates closely with clients to assess their current infrastructure, identify potential challenges, and develop a customized migration plan. We offer step-by-step instructions, best practices, and troubleshooting assistance to ensure a smooth transition without disrupting business operations. Furthermore, our team remains available round-the-clock to provide real-time support and address any migration-related queries or issues promptly. By leveraging our support services, clients can confidently migrate to the cloud or transition between hosting services with minimal downtime and maximum efficiency. Our goal is to empower clients with the support they need to navigate the complexities of cloud migration successfully.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
- Microsoft business application cloud services/ Salesforce cloud
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- We have Team of QA enginners who go through rigorous testing process which included automation and manual testing based upon business case scenarios.We implement both internal and external quality assurance (QA) processes to uphold the highest quality standards. Our internal QA enables us to constantly monitor and refine our processes, while our external QA offers an unbiased evaluation, ensuring our products and services meet industry benchmarks and client expectations. This two-way strategy boosts the dependability of our offerings and fosters customer trust and satisfaction.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Cyber security consultancy
- Security testing
- Security incident management
- Security audit services
- Certified security testers
- Yes
- Security testing certifications
- GBEST
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by a third-party organisation
- How the support service works
- We support cloud software or hosting services by providing comprehensive technical assistance, and optimization for the software or hosting infrastructure. This includes user management, service management, and helpdesk support tailored to their specific needs. Whether it's troubleshooting technical issues, managing user access and permissions, or ensuring smooth service operations, our support team is dedicated to delivering prompt and effective assistance. We work closely with clients to address concerns and enhance performance, leveraging our expertise in various cloud platforms.
Service scope
- Service constraints
- Remote Support Only
User support
- Email or online ticketing support
- Yes, at extra cost
- Support response times
- Critical: (causing complete service interruption or critical functionality inaccessible) within 1 hour during their support hours. Moderate: 2-hour response time for moderate issues (critical functionality or network access degraded/unusable with no acceptable alternative). Normal: (non-critical functionality unusable but with a workaround available) target response time is 4 hours. Low: (application or personal procedure unusable with a workaround or fix available) no SLA response time. For Issues Requiring ISV Escalation: Critical: If the issue requires escalation to a third-party Independent Software Vendor (ISV), within 12 hours. Moderate: 24-hour response time. Normal: within 36 hours. Low: no listed SLA
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Yes, at an extra cost
- 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
- Web chat is supported for people with visual or cognitive impairments who use a screen reader program such as Windows Narrator, JAWS, or NVDA with Microsoft 365 products
- Support levels
-
A choice of 4 options including Standard, Silver, Gold and Platinum. Gold and Platinum packages come with 1 day consultancy included per quarter, these can be used at any point in the duration of the 12-month support contract.
Benefits included as standard within all support packages:
Dedicated Customer Success Manager available to check-in with you regularly and answer any questions you have outside of technical support enquiries.
HR Doctor
A report on system usage and send an annual questionnaire to your users to uncover any roadblocks or points of pain preventing them from getting the most from their implementation. We then provide you with the findings &r recommendations on how to address any user adoption issues that are uncovered.
Annual License Review
(See Doc attached for more details) = Support not included for Health check unless asked for
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Dogma
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
- Provided on request
- ISO/IEC 27001 accreditation date
- Provided on request
- What the ISO/IEC 27001 doesn’t cover
- Provided on request
- 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
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.
We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals.
We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.
At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.
In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.Tackling economic inequality
As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.
We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.
We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds.
We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.
For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.
We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.
Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.Equal opportunity
Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.
Softcat supports diversity and inclusion through various networks including:
- Supporting Women in Business (SWIB)
- The Ethnic and Cultural Network
- The Pride Network
- The Family Network
- The Empowering Disability and Neurodiversity Network (EDN)
- The Faith at Work Network
- Armed Forces & Veterans Network
These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.
Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally.
Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive.
Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.Wellbeing
At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.
Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause.
Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.
Pricing
- Price
- £850 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 psitq@softcat.com.
Tell them what format you need. It will help if you say what assistive technology you use.