INFOSYS LIMITED

Infosys Oracle Cloud Implementation, Support and Maintenance

Infosys help transform client’s strategies into viable technology-enabled outcomes through its various service offerings such as Consulting, Implementation, Support and Maintenance, Development & License Optimisation for below Oracle Cloud Products:
1. Financials (ERP)
2. HCM/Payroll
3. SCM
4. Sales & Marketing (CX)
5. BI & Analytics
6. PaaS

Features

• End to End Financials Processes
• End to End HCM/Payroll Processes
• End to End SCM Processes
• End to End Sales & Marketing Processes
• End to End Services Processes
• Analytics & Business Intelligence Reports & Dashboards
• Data Visualization Services
• End to End Integration
• RPA solutions for automation
• Subscription Based Pricing Model

Benefits

• Faster financial closure by reducing the period closure
• Robust finance and accounting system enabling process scalability
• Significantly improve the employee experience
• Reduced cost of ownership of HR systems
• Modernise Supply Chain Processes
• Improved compliance with respect to IFRS, GAAP, SOX requirements
• Increased Sales Productivity & Selling Time
• Superior Service and Field Service experience
• Robust visualization and reporting
• Greater control and compliance with regulatory requirements

£158 to £1,100 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

836982883567212

Contact

Peter Gill
+44 7391393866
ukps@infosys.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our service can extend to other Oracle as well as non-Oracle services based on Client's need.
• Cloud deployment model: Hybrid cloud
• Service constraints: No
• System requirements: Web Browser on Device - Chrome, Firefox, Edge, or Safari

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We do the analysis of the ticket and based on the complexity of the system, we work on the SLAs along with the client ; Yes, users can manage the status & priority of their support tickets
• 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: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: NA
• Onsite support: Yes, at extra cost
• Support levels: L1, L2,L3,L4 & L5 Support ; At high level, L1, L2 & L3 can be mapped to ; L1 Support -> Application operations and monitoring, Categorization and logging of tickets, Fixing known/commonly occurring issues, Escalating issues to next level within SLA timelines in absence of a known resolution. ; L2 Support -> Application production support, Problem Management, configuration Management, Escalated Incident Management for tickets escalated from L1 team; L3 Support - > change and release management, SLA management, Escalated Incident Management for tickets escalated from L2 team, Minor Enhancements < 40 hours (typically), Bug fixes .; Support SLAs will be driven by the severity of the tickets; We provide cost for support services levels L1 , L2, L3 , L4 & L5.; We can provide either Technical account Manager or Cloud Support Engineer based on the actual service required
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Oracle provides elaborate user guides and training on Cloud products and features online.; ; Infosys offer different solutions/services for enabling the Oracle Cloud ; 1. Cloud Orientation Videos to familiarize clients about Oracle Cloud; 2. Anytime demo to showcase product features and process finalization; 3. Training Videos to train Core and End Users; 4. Configuration workbook to document all configurations; 5. Design documents for all interfaces and reports; 6. Training and User documentation will be provided; 7. Train-the-Trainer approach; 8. Will provide Key User Training and Hands-on experience
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Excel
  • Word
  • MS PPT
• End-of-contract data extraction: The data will be stored on Oracle servers and the data extraction and removal criteria will be the standard policy followed by Oracle globally. Oracle provides numerous tools and techniques to retrieve data
• End-of-contract process: The data will be stored on Oracle servers and the data extraction and removal criteria will be the standard policy followed by Oracle globally. Oracle provides numerous tools and techniques to retrieve data

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference in functionality and experience.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: WCAG 2.1 AA standards and EN 301 549 Accessibility requirements
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: WCAG 2.1 AA standards and EN 301 549 Accessibility requirements
• API: Yes
• What users can and can't do using the API: Oracle REST APIs can be used to view and manage data stored in Oracle Cloud. APIs can be used for Integration, Import & Extract Data
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Oracle Cloud Applications provide required tools to customize and extend Oracle Cloud applications. This includes; 1. Personalization- by End users ; 2. Runtime customization and extensions- By Business Analysts ; 3. Design time customization and extensions(PaaS)- By Developers

Scaling

• Independence of resources: Data is stored on the Oracle Cloud, Oracle policies ensure users are not affected by the demand other users are placing on your service

Analytics

• Service usage metrics: Yes
• Metrics types: Oracle can provide application metrics - if they are included as part of the implementation contract. These will monitor the transactions getting created, processed and completed. Infrastructure related metrics would be available from Oracle.; Each Oracle PaaS Cloud Subscription comes with an out of the box dashboards to view the service usage. Custom Dashboards can be built as well based on requirements and fitment.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Oracle TDE
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Oracle provides numerous tools and techniques to retrieve data
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Excel
  • Word
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Excel
  • CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Oracle Cloud Services maintains a redundant and resilient infrastructure designed to maintain high levels of availability. Commencing at Oracle’s activation of Your production Oracle Cloud Service, Oracle works to meet the Target Service Availability Level, or Target Service Uptime, of 99.5%.; ; For more detailed information please refer to Oracle Cloud Hosting and Delivery Policies.; ; https://www.oracle.com/corporate/contracts/cloud-services/hosting-delivery-policies.html#hd
• Approach to resilience: Please refer to Oracle Cloud Hosting and Delivery Policies.; ; https://www.oracle.com/corporate/contracts/cloud-services/hosting-delivery-policies.html#hd
• Outage reporting: Please refer to Oracle Cloud Hosting and Delivery Policies.; ; https://www.oracle.com/corporate/contracts/cloud-services/hosting-delivery-policies.html#hd

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Infosys follow Oracle Cloud standard for sanitisation process. Following are main process to be followed:; 1. Encryption; 2. Encrypting Data in Transit; 3. Encrypting Data at Rest; 4. Encryption Key Management
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas Certification Holding SAS - UK Branch
• ISO/IEC 27001 accreditation date: 2017
• What the ISO/IEC 27001 doesn’t cover: None
• 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: ISO 27001:2013

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Infosys is ISO/IEC 27001:2013 certified.; Oracle Cloud - ISO/IEC 27002:2017, ISO/IEC 27017:2015 and ISO/IEC 27018:2014
• Information security policies and processes: Infosys is ISO/IEC 27001:2013 certified and Oracle Cloud - ISO/IEC 27002:2017, ISO/IEC 27017:2015 and ISO/IEC 27018:2014

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: NA
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: NA
• Protective monitoring type: Undisclosed
• Protective monitoring approach: NA
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: NA

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  vInfosys’ balanced approach to environmental, social, and governance (ESG) enabled the company to become carbon neutral as of 2023. The same approach will be taken with GCloud14, with a strong emphasis on governance and transparency. ; Coupled with our strong governance approach and the environmentally sympathetic design of our delivery model, we can: ; • Achieve Net Zero by 2028, ; • Adopt UN Climate Neutral Now definition of Net Zero: “where a balance between anthropogenic greenhouse gas (GHG) emissions and removals is achieved” ; • Identify 100% of emissions, from design to implementation, prioritising the elimination of emissions ; • Offset emissions that cannot be eliminated ; • Offsets assured by an external environmental consultancy ; • Have our suppliers present an action plan to move from offset to elimination by 2029, setting course for a carbon negative future ; In compliance with PPN 06/21, Infosys publishes its Carbon Reduction Plan which is available at Crown Commercial Website as well as Infosys’ own website: https://www.infosys.com/about/corporate-responsibility/documents/carbon-reduction-plan.pdf ; For Call-Off Contracts, a baseline emissions level set prior to contract commencement will be created using data supplied by the incumbent supplier, Contracting Authority, and Environmental Contractor. This allows environmental performance to be measured against the previous approach. While the commitment to establishing carbon neutrality is set at 2028, granular targets depend upon consultation with the Contracting Authority, as reflected in the timeline. ; Supply chain emissions management will be in place prior to contract commencement through the Contracting Partners’ procurement methodology. The reporting design on emissions will be supplied to the Contracting Authority, with aggregated subcontractor emission provided within an integrated biannual report. A sustainability manager will be aligned to the initiative, who will, working with the client, develop a project plan during the first month identifying, each obligation, associated event/activity and required resources (people, venue, collateral, rollout).

  Covid-19 recovery

  Infosys will invest in the local communities and in partnership through this contract will help create opportunities to tackle economic inequality, increase supply chain resilience and capacity thereby helping support COVID-19 recovery. Infosys has announced it will create 1,000 new Digital Jobs in the UK to support post -Pandemic Growth (Infosys to Create 1,000 Digital Jobs in the UK to Fuel Post-Pandemic Growth): https://www.infosys.com/newsroom/press-releases/2021/create-digital-jobs-uk.html

  Tackling economic inequality

  Infosys’ plan for GCloud14 contracts include addressing economic and aspirational inequality, ensuring end-users can forge a meaningful career and follow curated, individualised development paths toward success.; Infosys creates opportunities for personal growth through training and career development. Increased online training opens a wide range of options to those looking to enhance their skills or grow into a new field, particularly among under-represented demographics where classroom learning is unsuitable. This democratisation of knowledge will revolutionise how people of all backgrounds develop their career. The data on uptake of such training can ensure all demographics are reached and, where proven to be less effective, steps can be taken to identify why.; Infosys has long recognised the importance of tackling inequality; it is essential to creating a workplace where professional growth faces as few barriers as possible. We are adamant that what barriers remain are determined only by aptitude and hard work – never by background or physical characteristics. ; This is evidenced by Infosys’ approach to Corporate Social Responsibility (CSR), with its global foundation investing £30 million last year on education in deprived communities, alongside its community-focussed Springboard learning platform and other philanthropic efforts. We have the commitment and expertise to deliver a transformation that has a meaningful impact on economic inequality. ; Working with Local Authorities, including Brent and Sandwell Borough Councils, Infosys has made over 220 vocational courses available to the public free of charge. Local Authorities have adopted the technology as their skills platform of choice and are driving citizens towards the tool.; This will result in high-quality training reaching those in need, doubling the reach of the Infosys Springboard deployment in the UK. Furthermore, it will ensure that the co-morbidities of poor educational and health outcomes linked to economic inequality are addressed through a single tool.

  Equal opportunity

  Infosys supports businesses to create their modern slavery policy, helping them to map their supply chain and create robust procedures. This methodology ensures a proactive, compliant approach to modern slavery whereby action planning is reviewed and renewed to adapt to the changing practices.; The UK proudly boasts the highest ranking on Global Slavery Index as the most active country in the world fighting the practice. This achievement is the perfect expression of the values at the core of Britain’s democratic traditions; its global leadership in this area is a source of pride for colleagues working on this engagement. ; ; We will contribute to this under-celebrated achievement by ensuring the Gcloud14 contracts result in net reduction of Modern Slavery. We will achieve this by keeping the practice out of our supply chain while taking targeted action to improve the lives of people most at risk of exploitation. We will build our approach with close reference to the UK Government guidance on modern slavery. ; ; To ensure a clear understanding of the risks of modern slavery and human trafficking across our organisations, we conduct training with relevant members of the supply chain on staffing benefits and appropriate anti-sexual harassment policies. In line with the policies that apply to our own staff, we require our human resource suppliers to provide training to their employees on their rights, wages policy, benefits, and grievance redressal forums; this is periodically and randomly audited. We have also circulated to our supply chain management employees a training module to improve awareness on modern slavery and human trafficking –a core responsibility of their role. ; The programme will be governed by the overall social value governance model under the Social Value Manager’s accountability, who will share a narrative report every six months with the contracting authority on supplier performance.

  Wellbeing

  At Infosys, employee’s health and wellbeing drives a culture of wellness. ; Through our efforts, our employee well-being rates reached an all-time high of 91% among employees across locations, even with the virtual setup. The sense of connectedness stands at 88% because of the ability of different teams to come together and collaborate with each other emotionally. We successfully touched the lives of 150,000+ employees through 431+ initiatives, witnessing a three-fold increase in employee participation virtually. ; ; We created three aspects essential to shaping employee experience: ; 1. Self-Help: Emphasises providing our employees the right tools and resources for them to take charge of their wellbeing. ; 2. Micro-Environment: Our objective is to create an environment that is conducive for individuals to work together, seamlessly. ; 3. Macro Environment: The focus here is on driving the programs centrally, conceptualising policies keeping the user at the centre.; ; Great Place to Work® and Fortune have recognised Infosys as one of the Best Big Companies to Work For™. In alignment with the organisations’ social value themes to ensure Employee wellbeing and health improvement, Infosys invests in following engagements: ; • New approaches to focus on prevention, resilience supported by internal policies. For instance, digital platforms for scientifically validated therapies such as cognitive behavioural therapy (CBT) to improve access to care options.; • Infosys Employee Assistance Programme, powered by LifeWorks via Generali, a 24/7 service for our employees or eligible dependents. ; • Infosys, in collaboration with Virgin Pulse are committed to augment health and wellness agenda of UK by providing free/subsidised memberships.; To monitor the effectiveness of these programmes our HR team conduct regular surveys, and as part of town halls take direct feedback. Data collected is used to ensure that the programmes are reaching the right people and are adjusted to meet the changing needs of our employees.

Pricing

• Price: £158 to £1,100 a unit a day
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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