Reply Limited

Gsuite & Collaboration Implementation

Google G Suite (Google Workspace) and collaboration implementation involves setting-up/integrating Google's suite of productivity tools, including Gmail, Google Drive, Docs, Sheets, and Meet, to facilitate communication, collaboration, and productivity among teams. This includes configuring user accounts, establishing sharing/access permissions, training on collaborative features, fostering a culture of knowledge sharing.

Features

• Gmail, Drive, Docs, Sheets, and Meet for collaboration.
• Setting up and managing individual user accounts and access.
• Establishing file and document sharing rules and permissions.
• Utilizing real-time editing, commenting, and collaboration tools.
• Providing training sessions and resources for employees.
• Seamlessly integrating with existing systems and workflows.
• Implementing security measures to protect data and privacy.
• Accessing tools from any device for flexibility.
• Encouraging a culture of collaboration and knowledge sharing.
• Tailoring Workspace settings to meet organizational needs.

Benefits

• Streamlines internal and external communication through integrated tools.
• Facilitates real-time teamwork across documents and projects.
• Simplifies and automates tasks for efficient work processes.
• Consolidates work tools in a single cloud-based platform.
• Enables quick retrieval and sharing of documents and information.
• Grows with the organization, accommodating new users easily.
• Ensures security and compliance with data protection standards.
• Supports remote and flexible working arrangements effectively.
• Promotes sharing of ideas and best practices among employees.
• Adapts to the unique needs of the organization.

£500 a unit a day

• Education pricing available

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 glue.frameworks@reply.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

883671253223169

Contact

Chris Wright
0207 730 6000
glue.frameworks@reply.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Google G-Suite and Google Cloud Platform
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements:
  • Internet Access
  • Compatible Browser

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Response times will be agreed as part of a service level agreement with the client.
• 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: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Web chat testing protocol will be agreed with the client as part of our service design process.
• Onsite support: Yes, at extra cost
• Support levels: We adapt our support to the needs of the users and can offer most support levels requested by clients. We have provided all combinations of first, second, and third line support to our clients; we have provided all combinations of UK business hours, UK extended business hours, US business hours and 24/7 support facilities to our clients. We have provided both real-time telephone support, email support, and on-call support. The costs of each of these models is tailored to the specific needs of our clients to ensure the right level of support is provided to the service in question. In all of our client engagements there will be a dedicated account manager – and typically a cloud support engineer or technical account manager depending on the needs of the client.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide content owner training and materials for the end user that are specific to that implementation of the solution. We have a dedicated Change Management and Adoption team, consisting of a number of PROSCI certified members who work with the ADKAR methodology. We provide Onsite and Online training to both end users and content owners via webinars or workshops. User documentation is tailored to the solution delivered, Videos and Cheat Sheets are delivered to enhance adoption and complement the creative campaigns designed to achieve maximum usage of each Cloud Software solution that Reply deliver.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Powerpoint
• End-of-contract data extraction: The exported data will be provided in CSV format unless otherwise agreed between Reply and the customer
• End-of-contract process: Reply shall be responsible for providing an “Exit Plan” for eventual termination of the hosted service contract. The initial production is explicitly listed in the Implementation Team’s responsibilities for hand-off. It is expected that Exit Plans will require minimal effort to produce.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: No

Scaling

• Independence of resources: Each instance of our platform is resourced/scaled to meet the users' needs and depending on the deployment mechanism can be deployed on scalable hardware.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics can be provided upon request.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

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 every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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 in CSV, HTML, Excel, or PDF format at the user's discretion.
• Data export formats: CSV
• Data import formats: CSV

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: As the buyer is responsible for providing the on-prem or cloud hosting environment, the level of availability will be determined by their hosting contract SLA.
• Approach to resilience: Our service is designed with resilience at its core, featuring redundancy to eliminate single points of failure and maintain continuity in the face of hardware failures or outages. Load balancing technologies evenly distribute incoming traffic across multiple resources, preventing overload and ensuring optimal performance. Robust disaster recovery plans, including regular backups and failover mechanisms, swiftly restore operations in the event of catastrophic events. Geographic diversity across multiple data centers provides redundancy, ensuring service availability even during regional disruptions. Automated monitoring and response systems continuously monitor performance, triggering rapid responses to anomalies to minimize downtime. Additionally, our service scales seamlessly to accommodate fluctuations in demand, ensuring consistent performance under varying load conditions. Through these resilience features, we guarantee our users high availability, reliability, and uninterrupted service operations.
• Outage reporting: Our service reports outages promptly through multiple channels to ensure users are promptly informed and updated. Users receive notifications on the service dashboard and via email alerts, providing real-time updates on the status of the service and any ongoing issues. Additionally, we maintain a dedicated status page where users can check the current status of the service and receive updates on outages or scheduled maintenance. Furthermore, users can reach out to our support team through various channels for assistance, ensuring that they receive prompt support and updates on outage resolution efforts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: We implement SSO, allowing users to authenticate once and gain access to multiple systems and applications within our service ecosystem. This not only streamlines the login process but also reduces the risk associated with managing multiple passwords. Furthermore, we enforce MFA to add an extra layer of security. Users are required to provide additional forms of verification beyond just a password, such as a one-time code sent to their registered mobile device or email. This approach enhances security by mitigating the risks associated with stolen or compromised passwords. We regularly monitor/update our authentication protocols to stay ahead of emerging threats.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 23/06/2017
• What the ISO/IEC 27001 doesn’t cover: Covers: IT and Business Consultancy
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: We adhere to a comprehensive set of information security policies and processes to ensure the confidentiality, integrity, and availability of our systems and data. Our policies cover areas such as data protection, access control, incident response, and compliance with relevant regulations and standards. Our reporting structure includes designated information security officers responsible for overseeing the implementation and enforcement of these policies. We ensure policies are followed through regular audits, assessments, and compliance reviews conducted by internal and external auditors. Additionally, we provide ongoing training and awareness programs to educate employees about their responsibilities regarding information security and reinforce compliance with our policies. Incident response procedures are in place to address any security incidents promptly, with post-incident reviews conducted to identify lessons learned and areas for improvement. Overall, our robust information security framework ensures that policies are effectively implemented, monitored, and enforced to safeguard our systems and data.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: When changes are proposed, they undergo stringent assessment for potential security impact before implementation. Our change management board, comprising security experts and stakeholders, meticulously reviews proposed changes. These changes are evaluated based on their potential to introduce security vulnerabilities or impact our services' overall security posture. Additionally, we conduct risk assessments to identify and mitigate any potential security risks associated with the proposed changes. Only after these assessments and necessary mitigations are completed do we approve changes for implementation. This approach guarantees that our services at Reply remain secure and resilient in the face of evolving threats and changing requirements.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process, aligned with CSA CCM v3.0.1, involves ongoing threat assessment through internal scans, external tests, and monitoring industry threat intelligence. Prioritising vulnerabilities by severity, we deploy patches promptly after rigorous testing. Our information sources include vendor advisories, industry feeds, and collaborative initiatives, ensuring proactive threat mitigation and service security.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our protective monitoring processes swiftly identify potential compromises through automated tools and real-time analysis of system logs and user behavior. When a compromise is detected, our incident response team immediately initiates predefined procedures, including isolating affected systems and escalating the incident as needed. We prioritize rapid response to incidents, guided by predefined service level agreements (SLAs) to minimize impact and ensure the security of our systems and data.
• 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: Users can report incidents through various channels, including dedicated incident reporting forms on our platform, email, or through our customer support channels. Once an incident is reported, our response team assesses severity and initiates response procedures based on predefined criteria. Throughout resolution, we provide regular updates and communication to affected users, keeping them informed of progress and expected resolution times. After the incident is resolved, we conduct post-incident analysis to identify root causes and implement preventive measures to mitigate the risk of similar incidents in the future. Incident reports detailing impact, actions taken, and lessons learned are provided to stakeholders.

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

  Our commitment to social value is integral to our values as a business built on an ethical approach demonstrating Glue Reply’s reliability, transparency and honesty.; We can support the buyer to deliver against the Social Value Model Theme of Fighting Climate Change through delivering additional environmental benefits enabling effective stewardship of the environment.; We are ISO14001:2015 certified and since 2012 we have reported our environmental credentials to the Carbon Disclosure Project (CDP.net). We have achieved Carbon Neutral as a whole business since 2023 and aim to produce Net Zero GHG emissions by 2030. We have a clear set of policies and action plan towards these targets.; Our certified environmental sustainability programme includes annual measurement and reporting of document printing, materials recycling, energy saving, energy efficiency, transport and energy consumption. Our KWH consumption per employee is calculated and our transition to renewables including percentage of renewables as a proportion of our total kWH consumption is reported. We complete an annual environmental policy and assessment for our supply chain partners. All our core systems are run in green cloud environments managed by certified providers.; Our cloud services are provided in a carbon-neutral manner including our direct supply chain. A proportion of this is achieved through carbon offsetting and we provide measurements on emissions that demonstrate offsetting ensures our contracts are carbon positive. Our preferred scheme is Forest Carbon (https://www.forestcarbon.co.uk).; At the start of the engagement we will agree the initiatives to implement, incorporate the agreed social value milestones into the wider programme and manage them alongside all other deliverables. A detailed project plan will be prepared and key performance measurements agreed to monitor the progress of the social value initiatives. We incorporate social value implementation and monitoring into the role of the Client Director.

  Covid-19 recovery

  Our commitment to social value is integral to our values as a business built on an ethical approach demonstrating Glue Reply’s reliability, transparency and honesty.; We can support the buyer to deliver against the Social Value Model Theme of COVID-19 recovery through provision of employment opportunities and implementation of people health initiatives to help local communities manage and recover from COVID-19.; We have implemented initiatives to promote opportunities for those who face barriers to employment;; - Enrolled into the Nuffield Research Placement scheme (funded by Nuffield Foundation) to provide placements to disadvantaged and deprived year 12 students providing research opportunities. Individuals who perform well are offered a Degree Apprenticeship place.; - Run a Degree Apprenticeship scheme where we use Generation (a not-for-profit) to cross-train individuals from deprived backgrounds, without necessarily STEM backgrounds in technology. We partnered with Google who commit to provide engineering engagements and training and development on Google Cloud Platform related technologies.; As a responsible employer we have implemented the 6 standards of the Mental Health at Work Commitment, we support our employees no matter what situation they face and have appropriate structures for them to speak to neutral experts 24x7. Both employees and managers are trained on mental health. Post-COVID we actively promote physical activities and have revised working practices to inspire each employee to make their own choices to find their ideal work-life balance.; At the start of the engagement we will agree the initiatives to implement, incorporate the agreed social value milestones into the wider programme and manage them alongside all other deliverables. A detailed project plan will be prepared and key performance measurements agreed to monitor the progress of the social value initiatives. We incorporate social value implementation and monitoring into the role of the Client Director.

  Tackling economic inequality

  Our commitment to social value is integral to our values as a business built on an ethical approach demonstrating Glue Reply’s reliability, transparency and honesty.; We can support the buyer to deliver against the Social Value Model Theme of Tackling Economic Inequality through provision of new business, new jobs and skills and incresaing supply chain resilience and capacity.; We have implemented initiatives to promote opportunities for those who face barriers to employment;; - Enrolled into the Nuffield Research Placement scheme (funded by Nuffield Foundation) to provide placements to disadvantaged and deprived year 12 students providing research opportunities. Individuals who perform well are offered a Degree Apprenticeship place.; - Run a Degree Apprenticeship scheme where we use Generation (a not-for-profit) to cross-train individuals from deprived backgrounds, without necessarily STEM backgrounds in technology. We partnered with Google who commit to provide engineering engagements and training and development on Google Cloud Platform related technologies.; - Run a Code for Kids initiative where we work with schools to teach over 3,000 children across a broad range of schools how to program.; We have a Supplier Code of Conduct and all our suppliers must comply in the areas of labour law and human rights, worker safety and environmental sustainability. Reply operates as set of SME type companies and we understand the benefits that this these organisations can bring and we often select SME’s as part of our supply chain; At the start of the engagement we will agree the initiatives to implement, incorporate the agreed social value milestones into the wider programme and manage them alongside all other deliverables. A detailed project plan will be prepared and key performance measurements agreed to monitor the progress of the social value initiatives. We incorporate social value implementation and monitoring into the role of the Client Director.

  Equal opportunity

  Our commitment to social value is integral to our values as a business built on an ethical approach demonstrating Glue Reply’s reliability, transparency and honesty.; We can support the buyer to deliver against the Social Value Model Theme of Equal Opportunity through tackling workforce inequality, identifying and managing the risks of modern slavery and increasing representation of disabled people.; Glue Reply is committed to promoting equality and diversity and promoting a culture where we actively value difference and recognise people from different backgrounds and experiences bring valuable workplace insights and enhance the way we work. Making everyone feel equally involved and supported results in rewarding work experiences and fuels innovation.; We make employment decisions based on merit, qualifications and competence. Our workforce has high cultural diversity, above industry standards, and has higher levels of gender diversity than industry averages. We have a strong equality ethos and run a genuine meritocracy where individuals are assessed solely on their performance and how their contribution has helped further the organisation.; We are committed to preventing modern slavery in our corporate activities and supply chains.; We have implemented initiatives to promote opportunities to identify and tackle inequality in employment, skills and pay in the workforce.;; • Founding signatory of the Tech Talent Charter; • Women in Technology social network organises events and has an active community.; • Donated some of our BCS Corporate Membership places to Coding Black Females; At the start of the engagement we will agree the initiatives to implement, incorporate the agreed social value milestones into the wider programme and manage them alongside all other deliverables. A detailed project plan will be prepared and key performance measurements agreed to monitor the progress of the social value initiatives. We incorporate social value implementation and monitoring into the role of the Client Director.

  Wellbeing

  Our commitment to social value is integral to our values as a business built on an ethical approach demonstrating Glue Reply’s reliability, transparency and honesty.; We can support the buyer to deliver against the Social Value Model Theme of Wellbeing through supporting the physical and mental health of the rowkforce and community.; As a responsible employer we have implemented the 6 standards of the Mental Health at Work Commitment, we support our employees no matter what situation they face and have appropriate structures for them to speak to neutral experts 24x7. Both employees and managers are trained on mental health.; We perform assessments on wellbeing regularly and our significant annual report on this covers a wide range of dimensions across the business. We present the findings to all employees whilst keeping individual information 100% confidential. We then have our focus group working on these results to drive a culture of continuous improvement; Post-COVID we actively promote physical activities and have revised working practices to inspire each employee to make their own choices to find their ideal work-life balance.; • Our active challenge on Strava rewards employees for taking breaks. For every mile they walk or run we give £1 to charity, with an extra £5 every time during work hours. #WorkLifeBalance has driven an active work-life balance culture with >70% peak uptake.; • Our staff also have access to on-line yoga and fitness programmes.; At the start of the engagement we will agree the initiatives to implement, incorporate the agreed social value milestones into the wider programme and manage them alongside all other deliverables. A detailed project plan will be prepared and key performance measurements agreed to monitor the progress of the social value initiatives. We incorporate social value implementation and monitoring into the role of the Client Director.

Pricing

• Price: £500 a unit a day
• Discount for educational organisations: Yes
• 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 glue.frameworks@reply.com. Tell them what format you need. It will help if you say what assistive technology you use.