Cloud Support

Planning

Planning service: Yes
How the planning service works: Basware’s experience of working with over 2,500 organisations globally to implement finance and procurement solutions defines the importance of a thorough review of the factors that impact the delivery of the project. These include:
• Project approach from client
• Rollout process
• Functionality
• ERP integrationBasware utilises different delivery models to ensure that our way of working with you fits with your needs and expectations.
• How ERP integration will be managed / resourced – internally or using a contractor/third party
• Level of change management required
We provide a detailed implementation plan after a project review session with customers. Basware utilises different delivery models to ensure this you fits with your needs and expectations.
Basware uses a well-established delivery model for implementing the services which utilises a Waterfall approach. This ensures that all elements of the solution have been comprehensively scoped prior to the solution configuration commencing, so no effort is wasted throughout the subsequent phases of the project. Basware’s experience combined with the use of templates and pre-existing documentation provide tools for fast and effective work. Implementation begins when the customer receives start-up documentation. This documentation guides the customer into preparatory work for the implementation.
Planning service works with specific services: Yes
Hosting or software services the planning service works with: Basware Purchase to Pay

Basware Marketplace

Basware Invoice Processing

Basware eInvoicing

Basware ePayments

Basware Pay

Basware Discount

Training

Training service provided: Yes
How the training service works: Basware conducts training at the beginning of the user acceptance testing phase of the project. The training follows the “train the trainer “-principle, whereby key users, testers, and administrators of all participating legal entities and business units attend the initial training. These attendees train all other users in the customer’s organisation as appropriate. The customer is responsible for preparing all training materials used to train any users who do not attend the initial Basware training.
A full and comprehensive user guide is provided. The standard training materials used are not customised to the customer or their particular business processes/terminology as this works in our multi-tenant Cloud environment and is a tried and tested successful approach.
Training is tied to specific services: Yes
Services the training service works with: Basware Purchase to Pay

Basware Marketplace

Basware Invoice Processing

Basware eInvoicing

Setup and migration

Setup or migration service available: Yes
How the setup or migration service works: Depending upon the service being set-up Basware adjusts its delivery approach. One example is Packaged Delivery based on standard functionality follows a "Waterfall" model and includes these phases:
Planning/Definition
o Project kick off
o As is process workshop
o Functional design workshop
o Integration workshop
o Detailed planning
o Production of design documentation
o Production of scope statement
Build
o Provision organisation footprint
o Configure solutions
o Establish integration
o Unit testing
System Test/Training
o End to end system testing
o Train the Trainer training
Customer Acceptance Test
o Support customer acceptance testing
Production and handover
o Move to production
o Early life support
o Handover to business as usual
Close
o Lessons learnt
o Closure report
This is supported by project management. Supplier activation services can be provided in parallel, including:
• Project/resource planning
• Project reporting
• Weekly checkpoints
• Risk and issues management
A non-exhaustive list of additional services potentially provided during set-up, dependent on scope of the project and resources:
• Additional process workshops
• Additional functional/technical design workshops
• Production of customer specific test scripts
• Development of end user training materials
• End user training
• Provision of support outside of core business hours
Setup or migration service is for specific cloud services: Yes
List of supported services: Basware Purchase to Pay

Basware Marketplace

Basware Invoice Processing

Basware eInvoicing

Basware ePayments

Quality assurance and performance testing

Quality assurance and performance testing service: Yes
How the quality assurance and performance testing works: Prior to release of the Cloud service, Basware undertakes a key phase of testing in conjunction with our Customer. This is based upon a standard tried and tested approach and includes: Unit Testing where functionality is tested and issues identified and resolved; System Integration Testing where data mappings are tested and task errors are managed; End to end system testing where E2E business scenarions are tested and issues resolved; User Acceptance Testing where typically Customers performs distress testing prior to signing off the service to Production. At this stage customer training would be scheduled prior to Go-live and handover.

Security testing

Security services: No

Ongoing support

Ongoing support service: Yes
Types of service supported: Hosting or software provided by your organisation

Hosting or software provided by a third-party organisation
How the support service works: Basware offers a full range of specialist technical, functional, training, project and change management support to our customers in the deployment and embedding of our Cloud service. The implementation phases are supported by project management and where selected supplier activation services are provided in parallel. Where project management includes:
• Project and resource planning
• Supporting the customer to embed procurement process change in their organisations. This could include, for example, the provision of advice on optimal organisation design and policy as well as services to deliver extra training or demonstration sessions.
Support is avaialble to help customers optimise their use and benefits of the services for example:
• The provision of support to analyse procurement spend patterns to help identify process or procurement spend efficiencies and savings
• Performance management and benefits realisation support. The provision of advice, guidance and support to organisations in the delivery of benefits or the acceleration of benefits delivery from the use inform the development of any strategies and policies
of eProcurement systems and services

Service scope

Service constraints: Depending upon when services are procured, there may be a lead time in allocating resource.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Within 1 hour during normal business hours Monday to Friday, excluding Bank Holiday and weekends.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Support levels: Basware offers two elements of post go live services to its customers in the areas of Service Desk and Customer Service Management. The Service Desk provides a channel of communication, information, and resolutions to customers in connection with assistance for unplanned interruptions to a Service or a reduction in the quality of a service or requests for a task or action to be performed or information be provided. The service operates several different service levels which:
1) Determine the response times dependent on severity of the incident raised
2) Support targets for the levels of marketplace availability
3) Assist in the management of interruptions to service for planned maintenance and upgrade.
Designated Customer Service Managers work with our customers to understand their business strategy and development plans to assist the customer in realising the business value from their solution and Basware experience. The CSM will work with the customer to understand their processes, internal key performance indicators including driving supplier adoption. The CSM will also build the improvement roadmap in collaboration with the customer and support the customer with incident escalation via the service desk where required.

Resellers

Supplier type: Not a reseller

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: DNV GL Business Assurance Ltd
ISO/IEC 27001 accreditation date: 17/04/2024
What the ISO/IEC 27001 doesn’t cover: The service is fully covered by the certification.
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

Fighting climate change
Equal opportunity
Wellbeing

Fighting climate change

We are committed to reducing our environmental impact, particularly our carbon footprint, through our solutions which we innovate for customers and our day-to-day business operations. Reducing our carbon footprint through our business operations is accomplished through a two-pronged strategy centered on creating sustainable offices and reducing emissions from business travel and commuting. Whilst we recognize our journey towards achieving net zero emissions is just beginning, we are pleased to share that we are continuing to make promising progress.

Equal opportunity

Our goal is to empower all employees to bring their authentic selves to work, knowing that their unique perspectives and experiences contribute to our collective growth. Together, we strive to build a culture that embraces diversity, promotes equity, and celebrates the power of inclusion. Our Employee Relations Policy outlines our commitment to promoting DEI&B within the organization, resulting in a respectful and productive work environment. Our Code of Conduct emphasizes the company’s commitment to diversity by recognizing and respecting all individuals regardless of race, sex, religion, political beliefs, disability, sexual orientation, gender identity, social status, age, or any other legally protected status.

Wellbeing

Our employees’ health and happiness have an impact on their engagement and productivity, as well as the company’s success. We are committed to promoting our employees’ wellness through a comprehensive set of tools (listed below) that empower individuals, foster community, and promote overall wellbeing. By investing in these, we hope to create and maintain a healthy work environment in which employees can thrive professionally and personally. We want to contribute to a sustainable and socially responsible future by aligning with ESG principles and having a positive impact on our workforce and beyond, using strategic pillars, clear objectives, and a robust set of tools.

Pricing

Price: £1,160 to £1,850 a unit a day
Discount for educational organisations: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Planning

Training

Setup and migration

Quality assurance and performance testing

Security testing

Ongoing support

Service scope

User support

Resellers

Staff security

Standards and certifications

Pricing

Service documents

Cookies on Digital Marketplace

Cloud Support

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Planning

Training

Setup and migration

Quality assurance and performance testing

Security testing

Ongoing support

Service scope

User support

Resellers

Staff security

Standards and certifications

Social Value

Pricing

Service documents