NETPREMACY LIMITED

Zendesk Suite (Editions: Team / Growth / Professional / Enterprise / Enterprise Plus) via Netpremacy

Zendesk Suite is designed with agents in mind, putting multiple channels and relevant context all in one place. It’s a unified agent AI assisted workspace, helping your team provide a faster, more personal customer experience. Netpremacy is an official Zendesk partner experienced in Central Government, Local Government and the NHS

Features

• Includes Support, Guide, Chat, Talk and Messaging
• Multi/Omni channel customer support service
• Zendesk knowledge base and self service Help Centre
• Embedded AI Support and AI assisted Answer Bot/Chat Bot
• Inbound and outbound calling with Talk Module
• Analytics and reporting insights
• Proactive campaigns and triggers
• Suitable for ITSM or ITIL; HR Departments; Contact Centre Teams
• Skills based routing and instant customer context
• Incident Management and IT Service Management Transformation

Benefits

• Purchasing Zendesk from Netpremacy is quick and easy
• Real-time omnichannel dashboard
• Connect with your customers in real time
• Offer support via multiple channels
• Use AI to suggest the most appropriate solutions
• Integrate with relevant services
• Broad range of APIs to develop out the Zendesk solution
• Historical reporting
• Automatically assign tickets to the right agents based on skillset
• Send targeted and behaviour based messages to customers

• Education pricing available
• Free trial available

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 aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

835469594761103

Contact

Andrew Eden
0113 366 2008
aeden@netpremacy.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Use latest Chrome, Firefox, Safari, or Microsoft Edge browsers
  • Enable JavaScript in your browser settings for full functionality
  • Allow browser cookies to maintain your active user session
  • Stable broadband internet connection is required for optimal performance
  • Minimum screen resolution of 1024x768 pixels is highly recommended
  • Works on Windows, macOS, Linux, and ChromeOS operating systems
  • Mobile apps require current versions of iOS or Android
  • TLS 1.2 or higher protocol is mandatory for security
  • Configure firewalls to allow Zendesk domain and IP ranges
  • Valid email address is necessary for agent and user communication

User support

• Email or online ticketing support: Yes
• Support response times: Zendesk Suite response times vary by subscription level. While there is no universal timeframe, Enterprise plans often include Service Level Agreements (SLAs) targeting responses within one hour for critical issues.; ; Weekend response times differ based on your plan. Higher-tier subscriptions (Enterprise and Premier) typically offer 24/7 support coverage. In contrast, lower-tier plans (Suite Team or Growth) generally operate on a 24/5 basis, meaning email responses are typically delayed until business hours resume on Monday. For the quickest turnaround, Zendesk prioritises high-priority tickets from customers on premium service tiers.
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Current Status: As of early 2025, Zendesk is in the process of aligning with WCAG 2.2 Level AA, the latest version of the standard.; ; Audit Reports: Zendesk publishes Accessibility Conformance Reports (ACRs) based on the Voluntary Product Accessibility Template (VPAT) to document how their widgets meet these criteria.
• Onsite support: No
• Support levels: Zendesk Suite provides tiered support levels tailored to business complexity, ranging from basic digital assistance to proactive, high-touch management:; ; Standard Support (Suite Team & Growth): Included with entry-level plans. It provides access to the Zendesk Help Center and community forums. Technical support is primarily available via email and chat during standard business hours.; ; 24/7 Support (Suite Professional & Enterprise): These tiers offer around-the-clock digital support. Professional plans gain 24/7 access to email and chat support, while Enterprise levels include more robust Service Level Agreements (SLAs) to ensure timely resolutions for complex issues.; ; Premier Support (Add-on): The highest level of service, available for Enterprise customers. Key features include:; ; Accelerated Response: A 1-hour response time guarantee for critical (Priority 1) issues.; ; 24/7 Global Phone Support: Direct access to senior technical advocates.; ; Proactive Monitoring: Real-time system health alerts and incident management.; ; Designated Support: Personalised assistance from experts familiar with your specific configuration.; ; Additionally, Zendesk via Netpremacy offers Technical Account Management (TAM) and Professional Services for businesses requiring strategic optimisation and custom implementation guidance.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Zendesk provides a multi-layered onboarding ecosystem designed to help users transition smoothly into their platform. Their support strategy includes:; ; Comprehensive Documentation: The Zendesk Help Center serves as a central hub, offering "Getting Started" guides, step-by-step tutorials, and detailed technical articles for all product components.; ; Online Training: Through Zendesk Training, users access on-demand courses, ranging from free introductory tracks to paid, in-depth certification programs. These paths are tailored for agents, admins, and developers.; ; Expert Services: For complex or enterprise-level setups, Zendesk offers Professional Services. This includes tailored implementation, optimisation, and consultation, which can be delivered remotely or, in some cases, via onsite engagement.; ; Community Support: The Zendesk Community allows users to learn from peers and product experts through forums and best-practice sharing.; ; In-Product Guidance: The platform features automated setup checklists, pre-configured templates, and interactive walkthroughs to streamline the initial configuration process.; ; By combining self-service resources with expert-led training, Zendesk ensures users of all technical levels can effectively deploy and scale their customer service operations.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When a Zendesk contract ends, users can extract their data using native export tools, APIs, or third-party services. Because data is typically deleted 90 days after account cancellation, extraction must occur before the account is closed or within this grace period (which may require temporary reactivation by support).; ; Steps for Native Export:; ; Enable Exports: The account owner must contact Zendesk Customer Support to enable the data export feature, as it is disabled by default for security.; ; Access Reports: Navigate to Admin Center > Account > Tools > Reports.; ; Choose Format:; ; JSON: Recommended for large accounts (over 200,000 tickets) and preserves technical data.; ; CSV: Best for basic spreadsheets; however, it often excludes ticket comments and descriptions.; ; XML: Provides a comprehensive "Full XML Export" including tickets, comments, users, and organisations.; ; Alternative Methods:; ; Zendesk API: For granular control or to export ticket attachments and large datasets, developers can use the Support API.; ; Third-Party Tools: Services like Help Desk Migration or data management platforms can automate the transfer to a new system.; ; Note: Large exports may take up to 24 hours to process. Once ready, Zendesk emails a download link valid for three days.
• End-of-contract process: At the end of a Zendesk Suite contract, subscriptions typically renew automatically for a term of equal length unless a 30-day written notice of non-renewal is provided. Upon termination, access to services ends, and customers have a 30-day window to export their data. After 90 days, Zendesk initiates an automated process to permanently delete service data.; ; What’s Included in the Price:; ; Core Channels: Ticketing, email, live chat, voice (phone), and social messaging.; ; Self-Service: At least one help center and a knowledge base.; ; AI & Automation: Essential AI agents, basic bots, and standard workflows.; ; Insights: Pre-built reporting dashboards and analytics.; ; Additional Costs:; ; Premium Add-ons: Advanced AI, Copilot, Workforce Management , and Quality Assurance.; ; Usage Fees: Phone call minutes, SMS, and "Automated Resolutions" beyond plan limits.; ; Security & Storage: Advanced data protection and extra data/file storage.; ; Services: Professional onboarding, training certifications, and Premier Support packages.; ; Expansion: Additional help centers or brands (unless included in higher tiers).
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile app allows basic functionality, whereas the desktop browser offers the full application experience
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Using the Zendesk Suite API, users can programmatically manage core components, including tickets, users, organizations, and Help Center content. They can also define workflows by creating triggers, macros, and automations.; ; How to Set Up; While users cannot provision a new Zendesk instance via API, they can configure an existing service by authenticating with an API token or OAuth. Using the Account Settings API (PUT /api/v2/account/settings.json), users can enable features like CSAT, tagging, and branding, and then populate the environment by creating groups, brands, and schedules.; ; How to Make Changes; Changes are made through standard RESTful methods (POST, PUT, DELETE). Users can update ticket fields, modify user profiles, or reorder trigger sequences to adapt to changing business needs.; ; Limitations; Account Management: You cannot create accounts, change subdomains, or modify billing/plan details via API.; ; Read-only Fields: System-level data, such as account size and server location, is immutable.; ; Security: Sensitive tasks like SSO configuration and specific Marketplace app installations require the administrative UI.; ; Rate Limits: Requests are throttled based on plan tier (e.g., 200–700 RPM).; ; Bulk Actions: Most endpoints limit bulk operations to 100 records per request.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Zendesk Suite provides extensive options to tailor the platform to specific business needs:; ; What can be customised:; ; Help Center: Visual branding (logos, colours), page layouts, navigation menus, and custom pages.; ; Agent Workspace: The ticket interface via a Layout Builder to add/rearrange components, custom fields, and sidebar apps.; ; Workflows: Business logic including triggers, automations, macros, and omnichannel or skills-based routing.; ; Access Control: Custom agent roles and granular permissions.; ; How users can customise:; ; Admin Center: The central hub for configuring business rules, user settings, and workspace layouts.; ; Theme Editor: For the Help Center, users can use a simple branding panel or directly edit HTML, CSS, JavaScript, and Curlybars.; ; Marketplace: Access to pre-built themes and apps to extend functionality without manual coding.; ; Developer Tools: Use of APIs (REST/ZAF), SDKs, and the Zendesk CLI for building bespoke integrations and apps.; ; Who can customise:; ; Administrators: Have full authority to manage all settings, themes, and workflows.; ; Authorised Agents: On certain plans (like Enterprise), agents can be granted permissions to manage personal/group views, macros, or specific administrative tasks.; ; Developers: Technical users who build bespoke themes and apps using Zendesk's code framework.

Scaling

• Independence of resources: Zendesk ensures service reliability and prevents "noisy neighbour" effects through a multi-layered architecture:; ; Pod Architecture: Customers are grouped into isolated "Pods" with dedicated application and database servers, preventing activity in one Pod from impacting another.; ; Database Sharding: Data is distributed across hundreds of shards. If a user’s demand spikes, Zendesk can move them to a dedicated shard to protect shared performance.; ; API Rate Limiting: Strict request-per-minute caps prevent any single account from overwhelming the system.; ; Global Redundancy: Redundant data centres and 24/7 monitoring ensure continuous availability, backed by a 99.9% SLA.

Analytics

• Service usage metrics: Yes
• Metrics types: Zendesk provides service usage metrics primarily through Zendesk Explore, its dedicated analytics and reporting platform. It offers pre-built dashboards for tracking essential KPIs like ticket volume, resolution times, and customer satisfaction (CSAT).; ; For deeper insights, users can create custom reports using datasets spanning Support, Talk, Guide, and Messaging. Key features include real-time monitoring for live operations and AI usage analytics to measure the performance of automated tools like AI agents and intelligent triage. These metrics help organisations optimise staffing, improve efficiency, and identify trends across all customer service channels.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: To export data in Zendesk Suite, the account owner must first contact Zendesk Support to enable the feature. Once active, administrators can navigate to Admin Center > Account > Tools > Reports to export tickets, users, or organisations in JSON, CSV, or XML formats.; ; Alternatively, Zendesk Explore allows for one-time or recurring CSV exports of specific datasets (e.g., Support, Talk). Individual reports and dashboards can also be downloaded as PDF, Excel, or Image files. For automated or granular needs, technical users can utilise the Zendesk API to retrieve data programmatically.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Zendesk Suite provides a contractual 99.9% service availability guarantee for customers on qualifying Premier Support plans. For other plans, Zendesk uses commercially reasonable efforts to maintain 24/7 availability, historically achieving a 99.99% uptime level.; ; Service Level Agreements (SLAs); Contractual availability commitments and associated remedies are typically reserved for Premier Support or specific Enterprise agreements. These SLAs cover core components like account sign-in and API access. Specialised services, such as Zendesk Talk and Sunshine Conversations, may offer a higher 99.95% usage SLA for Enterprise-level subscribers.; ; Refunds and Service Credits; Zendesk does not offer cash refunds for service downtime. Service Credits are the sole and exclusive remedy for failing to meet guaranteed availability levels.; ; Eligibility: Availability must fall below the 99.9% threshold (or other plan-specific targets).; ; Claim Process: Customers must submit a claim by emailing servicecredit@zendesk.com within 60 days of the impacted month.; ; Terms: Credits are applied to future charges, are non-refundable, and must be used within one year of issuance.; ; Exclusions: Credits do not apply to planned maintenance, force majeure events, or accounts not in good standing.
• Approach to resilience: Available on request
• Outage reporting: Zendesk provides several transparency tools to report service outages and system health:; ; Public Dashboard: The primary resource is the Zendesk Status Page (https://www.google.com/search?q=status.zendesk.com). This dashboard offers a real-time overview of all Zendesk products (Support, Guide, Talk, Chat, etc.) categorized by geographical region and account "pods." It features a clear system health indicator and a searchable history of past incidents.; ; API: For automated monitoring, Zendesk provides a Status API. This allows technical teams to programmatically pull health data into their own internal dashboards or monitoring systems, ensuring they are alerted to localised issues or maintenance windows without manual checking.; ; Email Alerts: Users can subscribe to proactive notifications directly from the status page. By clicking "Subscribe to Updates," you can opt-in to receive alerts via email, SMS, or Slack. These notifications provide timely information on incident detection, progress updates, and final resolutions.; ; Additionally, Zendesk often posts updates regarding major service disruptions on their official @ZendeskOps social media account and provides in-product notifications within the administrator console.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Zendesk Suite restricts access through several multi-layered security features:; ; Management Interfaces: Administrators use Role-Based Access Control (RBAC) to define specific permissions. Access can be further limited using IP restrictions, allowing only authorised networks. Single Sign-On (SSO) and Two-Factor Authentication (2FA) ensure secure identity verification for staff.; ; Support Channels: Access to help centers is managed via User Segments, restricting content to signed-in users or specific groups. For messaging and tickets, admins can block specific IP addresses, restrict ticket submission to approved email domains, and require authentication for viewing attachments.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Zendesk maintains a comprehensive information security program aligned with international standards, including ISO 27001/27018/27701, SOC 2 Type II, and PCI DSS. Security policies cover data encryption (AES-256 at rest; TLS 1.2+ in transit), role-based access control (RBAC) following the principle of least privilege, and a secure network architecture with segregated trust zones.; ; Reporting Structure The security organisation is spearheaded by the Chief Trust & Security Officer (CTSO). The CTSO holds a C-suite position, reporting to executive leadership and providing direct oversight and reporting to the Board of Directors. This structure ensures that security risks and strategic roadmaps are prioritised at the highest organisational levels.; ; Ensuring Policy Compliance; ; Independent Audits: Zendesk undergoes annual third-party audits and penetration tests to verify the effectiveness of its controls.; ; 24/7 Monitoring: A dedicated Security Operations Center (SOC) utilizes a SIEM system for real-time threat detection and incident response.; ; Training: All employees complete mandatory security and privacy awareness training upon hire and annually.; ; Governance: Automated CI/CD scanning and QA reviews enforce secure coding practices, while a formal vendor management program assesses all third-party risks.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Zendesk maintains a robust security program aligned with ISO 27001, SOC 2 Type II, and GDPR standards. Policies encompass data encryption, vulnerability management, and incident response. The Chief Information Security Officer (CISO) leads the security organization, reporting to executive leadership to ensure strategic oversight.; ; We ensure compliance through mandatory annual security training, continuous automated monitoring, and regular internal audits. Independent third-party assessments verify adherence to our controls. This structure ensures accountability and rigorous protection of customer data across the Zendesk Suite, integrating security into both software development and corporate operations.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Zendesk assesses threats through continuous dynamic scanning (DAST), software composition analysis (SCA), annual third-party penetration tests, and a private Bug Bounty program via HackerOne. Information is sourced from threat intelligence networks (such as IT-ISAC and FIRST), security researchers, and automated tool signatures. Patching follows a risk-based remediation policy: vulnerabilities are prioritised by severity, with critical issues addressed on an accelerated timeline to ensure rapid mitigation. This approach combines automated monitoring with external intelligence to proactively secure the Zendesk Suite and its infrastructure.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Zendesk identifies potential compromises through 24/7 centralized monitoring using a Security Information and Event Management (SIEM) system, which correlates logs from network devices and host systems. Intrusion Detection and Prevention systems monitor for anomalies.; ; Upon finding a potential compromise, Zendesk’s global 24/7 security team initiates a structured incident management process involving immediate triage via dedicated Slack and Zoom channels, containment, and root cause analysis.; ; Response is rapid: public status updates are posted within 15 minutes of incident creation. For verified "Service Data Breaches," subscribers are notified within 48 hours. Technical diagnosis typically begins within minutes of declaration.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Zendesk manages incidents using pre-defined processes categorised by severity (0–3). High-severity events trigger specialised global response teams and automated workflows for rapid remediation.; ; Reporting: Users report incidents by submitting support tickets, though Zendesk’s automated monitoring often detects issues before they are reported.; ; Incident Reports: Real-time updates are provided via the Zendesk Status page (https://www.google.com/search?q=status.zendesk.com) within 15 minutes of a public incident. For high-severity issues, detailed Public Incident Retrospectives are published within 96+ hours of resolution. Users can also access a 90-day incident history and summaries directly through the status dashboard.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Zendesk provides free trail accounts you can use to test drive Zendesk Suite. Open Zendesk home and select Try for free. You can also start a trial by selecting Free trial on the Zendesk pricing page. Trials last 14 days.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 7%
• Between £250,000 and £500,000: 7%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 13%
• Between £2,500,001 and £5,000,000: 16%
• Over £5,000,001: 19%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4ffa49d8-1eef-4a7a-95a0-4352562eabdf
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.