NINTEX UK LIMITED

Nintex Managed Services (Applications)

Nintex extends end-user support and reduces application outages with 2nd level support from K2/Nintex Automation On Premise experts. Provides proactive assistance with regular application health and error monitoring, end-user education, and regular service improvements

Features

• Client Onboarding
• Ongoing Application Health and Error Monitoring
• Ongoing Application Incident Support
• Ongoing Application Issue Correction
• Nintex Application Regression Testing
• Nintex Process Deployment Assistance
• Nintex Service Optimization
• Scheduled Reporting
• Continued service improvement
• Operational assistance and application instance management

Benefits

• Provides Application Reliability
• Provides Business Continuity
• Assist with adherence to best practice
• Service is scalable according to client needs
• Provides average cost savings between 30% to 40%
• Service provides defined service levels and resolution targets
• Global coverage

£2,500 to £8,000 a licence a month

• Education pricing 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 paul.blackwell@nintex.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

840906236587866

Contact

Paul Blackwell
07793294774
paul.blackwell@nintex.com

Planning

• Planning service: Yes
• How the planning service works: Nintex provides an Onboarding, available from an initial onboarding call with the ESM until the Service is made available to the client. Nintex will coordinate with customer representatives in this initial phase.; Onboarding includes discovery of customer operational and escalation procedures, Service Desk systems, and other components required for Nintex representatives to engage with the Customer Nintex Automation On Premise /K2 Helpdesk. During this phase, we will work with you to establish the necessary security and access to your systems, as well as installing and configuring Nintex Automation On Premise /K2 Application monitoring tools.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Nintex Applications Management

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: All Nintex Applications to be covered under the Service must undergo a quality and stability review before intake. We will review your Application for best practices of design and implementation. We may require certain modifications or enhancements to your application before accepting it to the Service. Clients can make these modifications themselves or utilize our Application Enhancement service to perform this work for you, for separate fees under a statement of work.; Prior to Service initiation, there will be a period of time spent training Nintex staff on operational procedures and case management systems, as well as on the Nintex Application(s) covered under this Service.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Nintex Applications Management

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The Service includes automatic measurement and monitoring of the underlying infrastructure and network communication for the Service environment. Any monitoring outside of the Service infrastructure (such as network connectivity to the customer site, or availability of customer systems that integrate with the Service) is not included in the Service. Measurement and monitoring of application-specific performance metrics is not included.; Service Operations monitors system availability and will communicate any availability issues as soon as possible. System status, availability, performance and security notifications and issues will be posted via a Service status webpage.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: Our Nintex Customer Support team provide platform support to Nintex customers.; ; Customers are able to raise support requests with Nintex Customer Services to request assistance with the Nintex implementation and software application. These requests can be logged via:; - Service desk; - Email; - Online via our customer portal; ; Additionally, we are also able to provide for Nintex Application Support programs (SmartCare) based on a set of service offerings that can be discussed and agreed upon.

Service scope

• Service constraints: Service is focused on named applications built and developed designed and deployed using the Nintex/K2 product stack

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depending on the severity of the issues within 1-2 business hours.; ; Standard support times 8:00 - 17:00 Monday to Friday (GMT); ; Premium support times 10 pm Sunday to 1 am Saturday (GMT) (extra costs see pricing); ; Platinum support times 24/7 - 365 days (extra costs see pricing); ; Limited support applies during holidays
• 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: No
• Support levels: Nintex standard support includes software assurance and provides users with access to a technical support engineer online during standard business hours. After-hours and product usage requests are not included but can be purchased for an additional cost.; ; Nintex software assurance provides ongoing access to product updates and downloads and various technical assistance resources, including:; ; Online training and tutorials; Nintex Knowledge Center access; Nintex Community website access; ; Enterprise/Premium Support; Premium support offers support 24x5 from Monday to Friday and also includes phone support and increased response SLAs. ; ; Select/Platinum Support ; Platinum support provides 24x7 support as well as phone support and further increased response SLAs. Platinum support also offers advisory / how-to support.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  A February 2021 study by IDC found that cloud computing could prevent nearly 1 billion metric tons of carbon dioxide emissions between 2021 and 2024 by shifting workloads to locations around the globe, enabling the use of renewable resources such as solar and wind power

Pricing

• Price: £2,500 to £8,000 a licence a month
• Discount for educational organisations: Yes

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 paul.blackwell@nintex.com. Tell them what format you need. It will help if you say what assistive technology you use.