ARRIBATEC UK LTD

Unit4 ERP ( ERPx Agresso ABW) Support Service Desk

Arribatec's Unit4 ERP (ERPx Agresso ABW) Support Desk delivers help, advice, support and consultancy. With our team of dedicated ITIL-qualified consultants, Pride ourselves on exceptional customer service, with an experienced team of experts. Proven track record consistently delivering to SLAs and ISO 9001 accredited.

Features

• Unit4 ERP (ERPx Agresso Business World ABW) application support
• Simple, flexible, competitive, cost effective pricing structure
• Intuitive incident logging via cloud based portal e-mail telephone
• The world's largest provider of Unit4 services
• Ranked No1 Elite Unit4 partner including Unit4 Accredited Consultants
• Unit4 ERP (Agresso) specialists for 30 years
• Service desk tool available 24/7 ITIL qualified UK based team
• Combined remote support & development, along with onsite consultancy
• Incident tracking, analysis, dedicated service delivery manager
• Continuous improvement and Requests For Change Management

Benefits

• Flexible service provision
• Rapid onboarding service, value leveraged from day one
• One-off development and support requests
• We integrate, train, knowledge transfer an improve Unit4ERP support service
• Immediate remote access for problem solving and issue resolution
• Agresso support from accredited and experienced professionals
• Pro-active continuous improvement, commitment to knowledge transfer
• Reducing onsite days required for support, implementations and upgrades
• We understand operational challenges, 60 years experience, we’ve been you
• We provided UAT support for Cloud SASS migration and upgrades

£55 to £150 an instance

• 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 info.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

883558702923102

Contact

Allan Burrows
0333 444 1005
info.uk@arribatec.com

Planning

• Planning service: Yes
• How the planning service works: Planning onboarding of the service desk is seamless, mature process. Our experienced service delivery manager, will support, guide you through the process, work with you to put together a structured and achievable onboarding plan; As part of the onboarding process a implementation plan will be drawn up and agreed with you, workshops will be organised, to ensure we capture your current build, business process and any know issues. ; We capture all build documentation and hold this securely in a client SharePoint area and create a knowledge base for each client. We then ensuring the whole support team has access to any build and configuration documentation, and we share knowledge. Ensuring a consistent and continual support service. ; Within the onboarding plan will be agreed access protocols and security compliance. Ensuring we can access your environment in an approved and secure manner.; We will ensure that all approved users from your business can access our service desk tool, and are able to access both the portal along with phone, email and teams connections ensuring you can contact us in whatever way you need.; Planning and onboarding can be achieved very quickly and we can be supporting you as quickly as you need.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Unit4 Business World (Agresso) ERP

Training

• Training service provided: Yes
• How the training service works: The cloud based service desk tool is so intuitive minimal training is required. Arribatec offers a quick card guide, and if required organises a webex session for all required users on incident logging, reporting and management.; ; In addition application knowledge transfer can be provided tailored to fit your specific requirements and can be identified and requested through the application support process.; ; We provide training services encompassing all aspects of the Unit4 Business World U4BW (Agresso) software covering application, technical and systems administration. Training can be delivered in a number of ways from floor-walking or one-off one-to-one coaching through lecture theatre-style presentations to formal hands-on classroom training. ; ; We have a number of standard training courses or we can create bespoke training just for your organisation.; ; Delivery can be through a number of media: physical, web based documentation (user guides, quickcards and so on); web-based videos and tutorials; presentations; workbooks and exercises.; If you want a formal approach, and an independent view of your needs, training scope can be determined through a Training Needs Analysis and subsequent development of a Training Strategy. Alternatively, if you already know who needs training in what, just let us know and we'll create the appropriate programme.
• Training is tied to specific services: Yes
• Services the training service works with: Unit4 Business World (Agresso) ERP

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Setup and configuration of U4BW/Agresso will be achieved via a series of Workshops resulting in a Solution Design Document which will define the configuration settings necessary for the system to meet your requirements. Once defined, we will put in place a transition plan to move your data and users to this new system. We offer a fully managed Data Migration Service starting with the Data Migration Strategy which will define the rules and processes for migrating from your existing, legacy or other business systems. We can manage the complete data migration process from data extraction, through transformation to load and validation in a test environment before managing the live deployment. We also offer full training services for your users, and based on a Needs Analysis we will define and agree with you a Training Strategy based on a variety of training methods ranging from floorwalking and one-to-one coaching through lecture theatre presentations to formal hands-on classroom training. Training materials include interactive web-based videos, quick cards, user guides or other materials as agreed.; ; During and post migrated an "onboarding service" can be facilitated to transfer knowledge of your U4BW implementation into the service desk team, to enable immediate support to commence
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Unit4 Business World (Agresso) ERP

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our highly skilled service desk team is hand-picked for their proven track record of successfully managing Unit4ERP systems and is backed by the UK’s largest independent team of accredited consultants providing impartial Unit4ERP (Agresso) Consultancy.; ; Applying their ITIL best practice, our team ensures the first goal is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.; ; We achieve this through a simple and intuitive deployment of an ITSM best-practice cloud-based tool along with agreeing on a set of client SLAs, prioritising and establishing service levels, and responding to and resolving incidents and service requests to meet those SLAs.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We support Unit4 Business World (Agresso)

Service scope

• Service constraints: There are no known constraints to our service. Support can be remote or on-site, with a host of channels available for our customers to contact us.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This is dependant on pre-agreed SLA's
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• 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: Overall; There are 85 checks in total. 67 are fully met. 6 are partially met, 5 are not and 7 are not applicable.; ; Results for Level 1 (A); There are 30 checks in total for Level 1; ; 30 are fully met.; ; Results for Level 2 (AA); There are 24 checks in total for Level 2; ; 21 are fully met. 1 is not met and 2 are not applicable.; ; Results for Level 3 (AAA); There are 31 checks in total for Level 3; ; 16 are fully met. 6 are partially met, 4 are not met and 5 are not applicable.
• Support levels: We provide full application support service, supplemented by technical monitoring and reporting, and application consultancy and application development from support incidents. Each of these service costs differ depending on the type of incident or request that is being responded to. All service provisions include application support as standard and can be supplemented by additional services, such as.; ; RACS - Remote Application Consultancy; BRM - Business Relationship Management

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: ISO9001

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Arribatec has an environmental policy geared towards minimising our environmental impact. We have an Environmental Management System and are working towards a goal of being carbon neutral by 2030. Progress towards this, and other ESG goals, is reported each year as part of our Annual Report. We have ensured that all our data centres have green electricity; certificates and that the suppliers are chosen based on their environmental performance. ; Our environmental policy also includes such activities as recycling material wherever possible, and an increasing effort to minimise travel. We have a goal of re-using or recycling all electronic waste by 2026 and our progress towards this is measured in our environmental management system.; We have significantly reduced our business travel over recent years, taking advantage of remote working technologies to allow us to do this. Our UK head office is notable for its many eco-friendly credentials including solar and photovoltaic panels on the roof, and ground source heat pumps to supply natural heating. We support the cycle to work scheme which is utilised by head office staff in travel to and from our head office.; ; Furthermore, he nature of our work in automating and increasing the efficiency of transaction processing, and moving processes to the cloud where possible, has a naturally beneficial environmental impact.; ; We publish an annual ESG report, which is available on request or via our website, which also contains details of our ESG commitment and our on-going ESG activities including climate change.

  Covid-19 recovery

  As a business, we weathered the Covid 19 epidemic well, and are proud that we were able to continue business without any furloughing or loss of staff. The rapid deployment of new ways of working allowed us to continue to service our customers’ needs. We instigated a number of measures around social distancing and remote working which allowed us to operate effectively during the pandemic and which will continue to allow us to operate effectively through Covid-19 recovery. We anticipate that the effectiveness of these measures will leave us well placed to create further employment opportunities in the high growth technology sector in which we operate. We also work with various service providers to offer physical and mental health support services to those who need it and regularly incorporate discussion of well-being issues in company meetings.

  Tackling economic inequality

  We are proud to have supported, and we continue to support, sub-contractors in the growth of their businesses through both financial assistance and collaborative working. This includes assistance to small business start-ups, and close collaboration with partners, to develop lower cost/higher quality solutions and boost mutual growth. Scalable and future-proofed technologies and solutions are integral to what we do.; As an operator in a high growth technology sector we have, over many years, provided, and will continue to provide, significant investment in support and training in technology to both our customers and our own staff including towards a number of recognised accreditations. Identification of skills gaps, and plans to address these, are frequent features of our work.; We hold Cyber Security accreditations which include plans for the identification and management of cyber security risks. Cyber security briefings are a regular part of information sharing sessions in the company. Parts of our business have and maintain special expertise in cyber security, and their services are offered to our customers to help them build resilience.

  Equal opportunity

  Arribatec has an Equal Opportunities Policy which states our firm belief in equality, diversity and respect for all, including those with a disability. It is our policy that all employment decisions are based on merit and the legitimate business needs of the organisation. Arribatec recognises the value of an inclusive environment in which people from differing backgrounds and experiences are encouraged to offer fresh ideas and perspectives. We monitor our workforce diversity (with 29 different nationalities currently represented in the group), and our age and gender balance, including salary ratios. We undertake succession planning, monitor and respond to employee satisfaction across a range of measures, and undertake personal development planning for all staff. Our intention is to enable all our staff to work in an environment which allows them to fulfil their potential without fear of discrimination, harassment or victimisation; We publish an annual ESG report, which is available on request, or via our website, which also contains details of our ESG commitment and our on-going ESG activities including Equal Opportunities.

  Wellbeing

  Arribatec aims to be a supportive and flexible employer and has supported staff through difficult periods in terms of both mental and physical health. We include regular presentations on the subject of mental and physical well-being in our company meetings and offer training and support in these areas. We have a range of services available to staff through our healthcare and pension providers. We run periodic team building exercises with the aim of supporting staff to support each other. ; We also engage in various community-based activities to support the communities in which we work. This includes volunteering and fundraising activities, some of which are undertaken jointly with our customers, and we have a regular programme of social events.; We publish an annual ESG report, which is available on request or via our website, which also contains details of our ESG commitment and our on-going ESG activities including on employee wellbeing.

Pricing

• Price: £55 to £150 an instance
• 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 info.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.