ARRIBATEC UK LTD

Independent Unit4 ERP (Agresso ABW) Technical Managed Service

Arribatec, through our partnership with QuickThink Cloud, offers an independent Unit4 ERP (Agresso ABW) Managed Service that enables organisations that host their own Unit4 system (on premise, own cloud or third-party cloud provider) to overlay our expert Technical Managed Service to professionally manage and maintain their Unit4 ERP system.

Features

• Proactive 24/7 Tailored Unit4 ERP and system monitoring
• Database and application performance tuning
• Secure office-based and/or remote working
• Manned Service Desk,with telephone, internet portal and email access
• Expert Unit4 ERP Technical Support
• Encrypted off-site backup solution
• Unlimited environment refreshes, restores, upgrades and updates
• Initial security/functionality audit
• System architecture, design and implementation
• Monthly SLA reports to review performance

Benefits

• Minimise in-house training and support costs
• Expert technical management of enterprise ERP system
• Total peace of mind regarding technical system support
• Technical resource no longer a bottle-neck
• Immediate access to cloud / Unit4 ERP experts
• Exceptional SLAs ensure fast, targetted support
• Lower total cost of ownership / support costs
• Security cleared staff for total confidence
• Continuous knowledge-share with in-house teams
• Automated environment refreshes

£1,750 to £3,900 a unit a month

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 info.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

818566718671660

Contact

Allan Burrows
0333 444 1005
info.uk@arribatec.com

Planning

• Planning service: Yes
• How the planning service works: Please refer to our Cloud Transition Support Service for more details, but briefly our consultants will assess the needs of your organisation and create structured proposals in terms of the necessary architecture, solution design, security and usability requirements for your cloud hosted system or software. Pre-defined templates for various sectors can be used to optimise this process.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Unit4 ERP (Agresso Business World ABW)
  • ERP Systems
  • Core IT Assets (Domain Controllers, etc.)
  • Cloud Infrastructure
  • Citrix and Thin-client technologies
  • Global WAN networks
  • Offsite backup solutions
  • Disaster Recovery Solutions
  • Prevero (FPA Financial Planning & Analysis)
  • Global Resilience Strategies

Training

• Training service provided: Yes
• How the training service works: Please refer to our Cloud Transition Support Service for additional information regarding training, but specifically with respect to the management of Unit4 ERP, Technical Training is available. The course is a classroom-based workshop for System Administrators who would like to better understand the AMC (Agresso Management Console) and other technical areas of the Unit4 ERP software.
• Training is tied to specific services: Yes
• Services the training service works with: Unit4 ERP (Agresso Business World ABW )

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Please refer to our Cloud Transition Support Service for more details, but our tried and tested on-boarding process has already helped many organisations make the move into, between or off the cloud. Using a methodology that allows for parallel work streams, our consultant-led cloud migrations are fully managed to allow organisations of all sizes to migrate quickly and easily. Typical examples include ensuring there is full resilience during the process, disaster recovery requirements, data replication, etc.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Utilising a number of industry standard bench-marking tools and scripts, we can provide assurances regarding the quality and performance of cloud-based and in-house systems. These tools produce management reports that are scrutinised by a team of professionals as well as the customer. They include quantitative data collected from key server / software metrics, as well as qualitative markers (from written reports and service desk analysis).; For quality assurance in respect of transitioning to the cloud please refer to our Cloud Transition Support Service.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Security audit services

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: We support Unit4 ERP (Agresso Business World), Freshdesk and Citrix and wider cloud-based software services as required)

Service scope

• Service constraints: There are no known constraints to our service. Support can be remote or on-site, with a host of channels available for our customers to contact us.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Typically within 30 minutes with our official response time set at 1 hour Weekend response times are the same.
• 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: None or don’t know
• How the web chat support is accessible: Web Chat supports any modern browser and has options such as text chat for users that are hearing impaired, voice support for visually impaired users and screen share for users to be fully assisted by a support technician.
• Web chat accessibility testing: None as yet
• Support levels: We provide Full Managed service and standard Technical Support. Each of these services costs differ depending on the type of system that is being supported. All contracts include Technical Project Management, Account Management & Cloud Support as standard.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: QuickThink Cloud Ltd

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: QMS International
• ISO/IEC 27001 accreditation date: 17/10/2017
• What the ISO/IEC 27001 doesn’t cover: Complete coverage
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO9001

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Arribatec has an environmental policy geared towards minimising our environmental impact. We have an Environmental Management System and are working towards a goal of being carbon neutral by 2030. Progress towards this, and other ESG goals, is reported each year as part of our Annual Report. We have ensured that all our data centres have green electricity; certificates and that the suppliers are chosen based on their environmental performance. ; Our environmental policy also includes such activities as recycling material wherever possible, and an increasing effort to minimise travel. We have a goal of re-using or recycling all electronic waste by 2026 and our progress towards this is measured in our environmental management system.; We have significantly reduced our business travel over recent years, taking advantage of remote working technologies to allow us to do this. Our UK head office is notable for its many eco-friendly credentials including solar and photovoltaic panels on the roof, and ground source heat pumps to supply natural heating. We support the cycle to work scheme which is utilised by head office staff in travel to and from our head office.; ; Furthermore, he nature of our work in automating and increasing the efficiency of transaction processing, and moving processes to the cloud where possible, has a naturally beneficial environmental impact.; ; We publish an annual ESG report, which is available on request or via our website, which also contains details of our ESG commitment and our on-going ESG activities including climate change.

  Covid-19 recovery

  As a business, we weathered the Covid 19 epidemic well, and are proud that we were able to continue business without any furloughing or loss of staff. The rapid deployment of new ways of working allowed us to continue to service our customers’ needs. We instigated a number of measures around social distancing and remote working which allowed us to operate effectively during the pandemic and which will continue to allow us to operate effectively through Covid-19 recovery. We anticipate that the effectiveness of these measures will leave us well placed to create further employment opportunities in the high growth technology sector in which we operate. We also work with various service providers to offer physical and mental health support services to those who need it and regularly incorporate discussion of well-being issues in company meetings.

  Tackling economic inequality

  We are proud to have supported, and we continue to support, sub-contractors in the growth of their businesses through both financial assistance and collaborative working. This includes assistance to small business start-ups, and close collaboration with partners, to develop lower cost/higher quality solutions and boost mutual growth. Scalable and future-proofed technologies and solutions are integral to what we do.; As an operator in a high growth technology sector we have, over many years, provided, and will continue to provide, significant investment in support and training in technology to both our customers and our own staff including towards a number of recognised accreditations. Identification of skills gaps, and plans to address these, are frequent features of our work.; We hold Cyber Security accreditations which include plans for the identification and management of cyber security risks. Cyber security briefings are a regular part of information sharing sessions in the company. Parts of our business have and maintain special expertise in cyber security, and their services are offered to our customers to help them build resilience.

  Equal opportunity

  Arribatec has an Equal Opportunities Policy which states our firm belief in equality, diversity and respect for all, including those with a disability. It is our policy that all employment decisions are based on merit and the legitimate business needs of the organisation. Arribatec recognises the value of an inclusive environment in which people from differing backgrounds and experiences are encouraged to offer fresh ideas and perspectives. We monitor our workforce diversity (with 29 different nationalities currently represented in the group), and our age and gender balance, including salary ratios. We undertake succession planning, monitor and respond to employee satisfaction across a range of measures, and undertake personal development planning for all staff. Our intention is to enable all our staff to work in an environment which allows them to fulfil their potential without fear of discrimination, harassment or victimisation; We publish an annual ESG report, which is available on request, or via our website, which also contains details of our ESG commitment and our on-going ESG activities including Equal Opportunities.

  Wellbeing

  Arribatec aims to be a supportive and flexible employer and has supported staff through difficult periods in terms of both mental and physical health. We include regular presentations on the subject of mental and physical well-being in our company meetings and offer training and support in these areas. We have a range of services available to staff through our healthcare and pension providers. We run periodic team building exercises with the aim of supporting staff to support each other. ; We also engage in various community-based activities to support the communities in which we work. This includes volunteering and fundraising activities, some of which are undertaken jointly with our customers, and we have a regular programme of social events.; We publish an annual ESG report, which is available on request or via our website, which also contains details of our ESG commitment and our on-going ESG activities including on employee wellbeing.

Pricing

• Price: £1,750 to £3,900 a unit a month
• 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 info.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.