Jigsaw24

Jigsaw24 - Adobe Creative Cloud Value Incentive Plan (VIP)

By downloading current versions of all key Adobe Creative Suite apps, collaborate and save projects in Adobe cloud storage, sharing internally, and with clients to speed up approvals and sync content between all devices. You can also purchase, manage, and assign permissions via an easy to use admin portal.

Features

  • Manage Creative Cloud licenses
  • Purchase and request new Creative Cloud licenses
  • Assign and monitor licenses that are purchased
  • Choose best licensing model for your needs
  • Easy to use admin portal
  • Share content both internally and externally from a central source
  • Regular feature updates rolled out automatically
  • 20+ Creative Cloud apps, inc. Photoshop, Illustrator, Acrobat Pro etc
  • GDPR compliant and secure content sharing

Benefits

  • Advice on choosing the best licensing model for your organisation
  • Easy payment and maintenance of licenses
  • Support and guidance in portal use and assigning users
  • Easy renewal process to avoid down time
  • Management of new seat requests
  • Support for exploiting the collaboration offerings
  • Dedicated support team within Jigsaw24 as a Platinum Partner
  • Proactive management of your renewals
  • Education option allows for collaboration in the classroom

Pricing

£21 a licence a year

  • Free trial available

Service documents

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 gps@jigsaw24.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

8 5 0 9 0 0 0 5 5 2 9 9 5 5 9

Contact

Jigsaw24 Simon Taylor
Telephone: 03332 400 888
Email: gps@jigsaw24.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Users can work offline for a maximum of 90 days. The Creative Cloud service does require sporadic internet access to verify user licenses.
System requirements
  • Internet access (at least once every 90 days)
  • Valid email address is required

User support

Email or online ticketing support
Email or online ticketing
Support response times
8.30 to 6.00 Monday to Friday (Bank Holidays excluded).

We respond within 30 seconds and will immediately triage the call into a Support Priority 1 - 4 basis. Response and fix times vary from 1 hour to next business day depending on level of priority. Where necessary, calls are escalated to third line resolver groups with the manufacturer/vendor.
Priority 1s are monitored daily to ensure high levels of performance; current performance includes:
· 95.9% first time fix
· 34-minute average response time
· 22-hours average resolve time (P1-P4).
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We test our website accessibility through 2 independent providers - Wave (https://wave.webaim.org/) and Power Mapper (https:try.powermapper.com/). Every three months, we undergo internal audit, testing and development process to monitor and improve web accessibility for assistive technology users.
Onsite support
Yes, at extra cost
Support levels
Service availability SLA is 99.99%, with support for Priority Incidents 1-4 covering response times from 1hr to next business day.
• P1 Emergency (highest) - incident preventing multiple End Users from working or causing serious disruption to the Buyer’s business:
o Initial response time: 1 hour
o Assessment: 2 hours
• P2 Urgent - incident preventing any one End User from working or preventing/seriously degrading use of a critical application/service by multiple End Users with no alternative solution:
o Initial response time: 1 hour
o Assessment: 4 hours
• P3 Fault - minor incident affecting (not preventing) use of an application/service by one or more End Users:
o Initial response time: 1 hour
o Assessment: 8 hours
• P4 Request - a single user request for information or advice, or for access to an IT service e.g. a password reset:
o Initial response time: 1 hour
o Assessment: 48 hours

Support calls can be logged via phone, email, WebChat or portal. A ticket will then be raised and a Cloud Support Engineer or Technical Support will be assigned, depending on requirement. Escalation routes are fully defined from Account Manager, to Service Delivery to the Services Director.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
After a need has been identified, our dedicated Adobe Business Manager will look at the best solution for licensing available to you - both in terms of price and which options provides the best service for your needs. We then set you up and guide you through the license allocation and access process. We also offer 1-2-1 training and access to the experts within Adobe to help with your adoption process.
Service documentation
No
End-of-contract data extraction
All the user date is held within the Creative Cloud, and is direct with Adobe, or downloaded to a nominated location as directed by the Buyer/User. Data extraction is not required as part of this service. As Adobe is the Data Processor, users can remove all data from their devices at any time.
End-of-contract process
At the end of the contract, if the user decides not to renew, then all data should be downloaded to a local device and/or backed up to the cloud so it can be accessed once the Creative Cloud service ceases.
All licenses will expire if not renewed. After 28 days of the anniversary date, access to the software will be revoked and the users will no longer have access. This is enacted direct by Adobe. Our Adobe Business Manager will be in contact approximately 60 before contract end to discuss renewal options and the process going forward.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Adobe Creative Cloud software does have varying features between desktop and mobile devices, in some cases there are interactive features to enhance experience. Not all the Adobe software has mobile device functionality and some have limitations due to the complex nature of the software.
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
No
Customisation available
Yes
Description of customisation
They can select the license types that suit the specific company requirements as well as selecting the individual Applications that best suit the users business needs to use via Creative Cloud.

Scaling

Independence of resources
Adobe manage their service demand by load balancing across servers whilst maintaining a minimum level of redundancy

Analytics

Service usage metrics
No

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Adobe, Apple, Jamf, Microsoft, AWS

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
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Adobe Cloud encrypts documents and assets at rest using the National Institute of Standards and Technology (NIST) Advanced Encryption Standard (AES) 256-bit encryptionand supports Hypertext Transfer Protocol (HTTP) within a connection encrypted by Transport Layer Security (TLS)
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data can be exported via traditional methods such as .csv formats. The data can be held on the cloud storage facility and easily downloaded to a saved location of the users choice, or stored locally. This is dependent on the type of licensing structure purchased and any device management controls/policies put in place bythe user/Buyer.
There are license access controls available on the education and enterprise versions of the software.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • .pdf, .psd, .ai, .indd
  • .doc, .docx, .xls, .xlsx, .ppt, .pptx
  • .txt, .rtf
  • .ps, .eps, .prn
  • .bmp, .jpeg, .gif, .tiff, .png, .pcx, .rle, .dib
  • .html
  • .u3d, .prc
  • .dwg, .dwt, .dxf, .dwf, .dst
  • .xps
  • .mpp, .vsd
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • .pdf, .psd, .ai, .indd
  • .doc, .docx, .xls, .xlsx, .ppt, .pptx
  • .txt, .rtf
  • .ps, .eps, .prn
  • .bmp, .jpeg, .gif, .tiff, .png, .pcx, .rle, .dib
  • .html
  • .u3d, .prc
  • .dwg, .dwt, .dxf, .dwf, .dst
  • .xps
  • .mpp, .vsd

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
As a commitment to running a highly available service, Adobe have a Service Level Agreement of 99.9%
Approach to resilience
Adobe have multiple web servers for accessing the system, with optimum levels of redundancy. There has been no reports of service outage. All physical access measures are also taken.
Outage reporting
Status health can be checked via the following link https://status.adobe.com/

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
User and administration access is configurable to user requirements
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Bsi
ISO/IEC 27001 accreditation date
09/03/2022
What the ISO/IEC 27001 doesn’t cover
All aspects are covered
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Lloyds Cardnet
PCI DSS accreditation date
17/09/2021
What the PCI DSS doesn’t cover
We are fully covered for all scenarios where credit card data would be provided and handled by Jigsaw24
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Compliance with Cyber Essentials and ISO27001 is a written requirement of employment at Jigsaw24 and is regularly assessed by our in-house auditing team as well as through six monthly externally led audits.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The source Adobe configuration is managed by the supplier. All personalisation and tailoring is handled by Jigsaw24 following industry best practice and ITIL v3.0 service management guidelines. Changes or configurations are fully tested prior to release and approved by the client using the PRINCE2 methodology that ensures continuity of service and a focus on the security impacts of potential changes.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Source identified threats are managed by Adobe through their Vulnerability Management Process (https://www.adobe.com/uk/corporate-responsibility/data-security-rick.html). Any recognised threats or potential breaches are handled via patch management and implements globally (depending on the severity and possible impact). More information can be provided to customers following NDAs being put in place.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Jigsaw24 have a protective monitoring policy, covering alerts, regular reviews and response commitments.
Incident management type
Supplier-defined controls
Incident management approach
Incidents can be reported to the Jigsaw24 systems team through our ticketing system and will automatically be raised to priority 1 if a cloud based system is affected.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

As a founding partner of the CRN Tech Impact Awards, we provide advice and guidance on how to minimise the environmental impact of technology and continually review our portfolio on this basis.

We have signed up to the Science Based Targets Initiatives (SBTI), which is a long-term commitment to reducing carbon emissions in real time, without offsetting. In the short term, we will be looking to offset our direct scope 1 and 2 emissions, as well as our scope 3 staff commute and business travel emissions in 2022, however we are conscious of the much wider scope 3 footprint from our product and supply chain and will be reporting on all of the areas that affect us in 2022.

Some of our climate change activity includes:

Cloud services - Our software is almost exclusively distributed via the cloud. No more packaging, no more delivery vehicles and far less of an impact on the environment

Business applications - Connecting field forces automatically, reducing travel, reducing paper and reducing calls. Our applications help our customers improve their own environmental impact.

Datacentre services - Shared datacentre services mean that our customers no longer need to house storage solutions and invest in spare capacity. The improved efficiency helps reduce effects on the environment.

Education solutions - Deploying iPad and supporting technology into schools and other education organisations helps young people access technology at an early age, improving social engagement and mobility, and using less paper

We are proud of our accreditations, which ensure we actively tackle climate change to the highest of standards, regulating and documenting our continue improvement. Jigsaw24 is accreditations include ISO 9001 Quality Management Systems, ISO 14001 Environmental Management, ISO 27001 Information Security and ISO 50000 Energy Management.
Covid-19 recovery

Covid-19 recovery

The Jigsaw24 Coronavirus Co-ordination Group was established to implement government guidance and legislation, with actions cascaded to staff, customers and suppliers to support our relationships throughout the pandemic. This was imperative to maintain our communities and build foundations for strong COVID-19 recovery. Whole company remote working (with protected spaces for warehouse staff) and support to suppliers in sourcing alternative products ensured Our financial performance was maintained, and our growth continued, with our Public Sector business growing from £400k to £20million.

We invested in our own remote capabilities and supported our teams with training and support for remote engagement. Since the easing of restrictions, we have continued to recruit using a hybrid location model, opening opportunities for women returners, part time workers and those with caring responsibilities.

COVID-19 showed us that human skills are as important as technical ones, leading us to expand our apprenticeship and work placement programmes to tackle unemployment and skills gaps. Leaning into our local communities, we have recruited seven apprentices from Nottingham College over the last eighteen months and are working with Business in the Community to identify relevant engagement projects.

With a ‘work is what we do, not where we are’ outlook, Jigsaw24’s care and approach, has maintained our customer and supplier relationships, despite the pandemic. This is driven better mental health, greater engagement, and higher levels of satisfaction from both internally and externally. Remote/hybrid engagement is now our default for non-warehouse/service centre roles.

As the Technology Partner for DHSC programme Test&Trace and Care Homes, ensured our support for over 20,000 devices into critical frontline and vulnerable social services. For our people, we provided a clean, safe space to work – remotely or office as needed – and introduced Health Shield (employee healthcare programme) to support physical, mental, and social wellbeing.
Tackling economic inequality

Tackling economic inequality

By creating new businesses, jobs and skills, and increasing supply chain resilience and capacity, Jigsaw24 tackles economic inequality.

Our Social Impact Group ensures our values are continually supported, in our business and personal communities.

We judge applicants (through an anonymous recruitment process) on their talent and potential, not just their educational attainment to widen opportunities for all people. Through this, several direct entry apprentices are now successful members of Jigsaw24 in roles throughout the business.

Our head office, where we have been for 30 years, is based in an area of high economic deprivation and we strive to have an excellent relationship with our neighbours and support local suppliers. We encourage local recruitment and are signed up to the Living Wage Foundation. We work closely with the two major universities in Nottingham to offer development, training and further learning, to ensure opportunities are available for all members of staff.

To further tackle economic inequality we also provide full training and awareness and modern slavery, debt bondage and forced labour so our people can identify and support any instances of these issues. This awareness is also part of our supplier on-boarding, monitoring and training process and we map our supply chains to highlight high risk areas so appropriate mitigations can be put into place.

Our supplier base consists of around 400 suppliers, and we have strong relationships with all of them, with every supplier being supported with regards to ethical trading to an appropriate level.

We increase resilience within our supply chain by welcoming supplier feedback. This comes from day-to-day communication as well as quarterly and annual reviews with key suppliers. We also maintain financial resilience, reduce business risk and generate a positive impact on the wider economy by paying our suppliers on time, in line with the Prompt Payment Code.
Equal opportunity

Equal opportunity

We tackle imbalances within in the UK IT industry by regularly reviewing business practices, from recruitment to development to inclusive data-driven actions, as well as identifying ways in which to support the next generation.

We receive and implement specialist training and guidance from Dr Suzanne Ross, Nottingham Trent University, around our Inclusion & Diversity strategy, including recruitment practices, policies and procedures, breaking down barriers and raising internal awareness. This has included a full remote working policy, enhanced parental leave, anonymising job applications and supporting flexible learning to encourage participation.

We have already made a positive impact by encouraging more women to consider a career in IT by partnering with with Nottingham Trent University to offer a bursary for a female student studying Computer Science. We also run mentoring programmes for women in media and support local students with career and education aspirations. We are signatories to the Race at Work Charter, the Disability Confident Scheme, the Living Wage Foundation, Armed Forces Covenant, and Tech Talent Charter and support numerous work placements, apprenticeships and career returners.

Due to the size of our business, a Gender Pay Gap report is a legal requirement, and it provides a mechanism for us to review, reflect and identify actions to continuously improve within our sector. We have improved our ethnicity data capture and rolled out additional support to all managers regarding equality throughout the workplace. We have a full programme of online training that incorporates equality, diversity, modern slavery and ethical trading. All activity is supported through executive sponsorship, and we have a zero tolerance to of harassment and bullying across the business.

We also create and publish a social value report where we hold ourselves accountable against all seventeen UN Sustainability Goals; including diversity and inclusion.
Wellbeing

Wellbeing

Wellbeing within Jigsaw24 is not only providing an environment where the mental and physical health of our employees is nurtured, but also about how we improve, support and develop our wider communities; through supply chains, contract delivery, and where we live and work.

We engage with community activity including charity fundraising, local volunteering and supporting work placements with schools, colleges and universities, that benefits both our staff wellbeing but also our community cohesion. We encourage engagement with programmes such as Young Enterprise, Local Enterprise Partnerships and community groups (Woodland Trust, Nottingham Hospitals Charity and Trussell Trust). We have broadened this to include toilet twinning to support community wellbeing across the world.

Locally, we have installed a defibrillator in our head office at Nottingham, to support our staff, and from a community aspect we can extend its use to the wider community and neighbouring businesses. We aim to install defibrillators across all sites, which are/will be registered on a national database.

As a business and community resource, we have seven Mental Health First aiders in addition to our First Aiders, and have implemented Manager Mental Health training, with an aim to make mental health provisions and signposting more accessible.

We completed our Health and Wellbeing survey early 2022 to inform our 2021-22 wellbeing roadmap. As a result, all employees receive health and wellbeing benefits to promote positive wellbeing. Through the ‘Thrive’ App (NHS Endorsed App for wellbeing), we offer 24/7 resources and support include GP access and a counselling telephone line for staff and their families, many who are members of our local community.

Volunteering is encouraged throughout the business, encompassing Jigsaw24 values and the government’s voluntary core recommendations for businesses, to support the UN Sustainability Goals, and increase measurable community cohesion.

Pricing

Price
£21 a licence a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A 28 days free trial can be made available prior to payment being due for continuation of usage. Please contact us to discuss all the possible options

Service documents

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 gps@jigsaw24.com. Tell them what format you need. It will help if you say what assistive technology you use.