Software AG (UK) Limited
Software AG Enterprise Active Support (Plus optional SC Managed Service Wrapper)
Applicable to extension of current Software AG Support/Maintenance contracts covering all Software AG products. Technical support during normal business hours and 24/7 for all incidents, as well as new product versions, patches and fixes. Option to add Fixed Price tailored Managed Service wrapper with SC Cleared Help Desk.
Features
- 24/7 access to Empower
- Product updates and fixes / Root cause analysis
- 24/7 access to Software AG Global Support for All incidents
- Resolution plan within first four hours for Crisis incidents- EAS
- Unlimited Authorized Technical Contacts to open incidents- EAS
- Optional SC Cleared Help Desk
Benefits
- Fault diagnosis/analysis
- Experienced support—every second you need it
- Improved uptime—because downtime is unacceptable
- Evaluation of diagnostic information
- Proactive technical guidance
- Multiple service options— phone, online, self-service
- Coordination with Software AG’s product development teams
- Optional SC mediation
Pricing
£500 a unit a month
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 maurice.hancock@softwareag.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
9 3 2 1 6 2 2 2 1 2 7 9 7 9 2
Contact
Software AG (UK) Limited
Maurice Hancock
Telephone: 07964 244563
Email: maurice.hancock@softwareag.com
Planning
- Planning service
- No
Training
- Training service provided
- Yes
- How the training service works
- Choose from a wide range of education and certification options to increase your skills and knowledge across the entire project life cycle. Train in a public classroom, at your site or online. We can also customize a training plan to meet your specific goals and accelerate your project success. A full brochure is available online at Software AG.com. Via Software AG training, you will validate employee skills to ensure you have the knowledge to deliver quality projects. The Software AG Certification Program establishes standards for knowledge and skills to successfully implement digital business solutions using our technology. Key benefits of becoming certified are: Recognition of your knowledge and proficiency; Validation of expertise and skills upon passing the proctored exams; Designation as Software AG Certified Professional; and, delivery of quality projects faster with trained and certified team members.
- Training is tied to specific services
- Yes
- Services the training service works with
-
- All Alfabet Products
- All ARIS Products
- All webMethods Products
- All Adabas & Natural Products
- All IOT Products
- All Software AG products
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Available via the SC Cleared Managed Service and tailored to meet individual customer requirements
- Setup or migration service is for specific cloud services
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
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
- Software AG supports its standard cloud offerings via the product help desks which operate 24x7. These help desks offer a seamless service to the Client and engage with aspects of the service including the Cloud Operations Team and Hosting Provider (e.g. AWS) where appropriate to do so. We also offer a Managed Service whereby the Clients configuration and or custom development is fully supported. In this instance, the Client engaged with the Managed Service Help Desk who takes responsibility for resolution and triage's with other aspects of the service including hosting (e.g. AWS) and product support desks. Generally, Software AG can be flexible to meet the clients needs and security requirements (e.g. by providing SC help desk staff).
Service scope
- Service constraints
- No service constraints identified.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
24x7 support service for all incidents with initial response from Software AG Global Support within the defined reaction time.
Crisis Incidents reaction time is 30 minutes either call-back or electronic reply.
Critical Incidents reaction time is 2 hours either call-back or electronic reply.
Standard Incidents reaction time is 1 Day either call-back or electronic reply. - 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
- With standard support offerings, Software AG provides 4 Support levels termed as Critical Priority, High Priority, Medium Priority and Low Priority - all of which have target response times derailed in the SLA. Standard Support comes with the product for a standard fee. For more tailored support, clients can selects a Managed Service option whereby the SLA’s and response times are configured in accordance with their requests. This service can include aspects such as Technical Account Manager, Capacity Management and any other service the client might want to add. The fee for the managed service is determined by the service required.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- None
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- DQS GmbH
- ISO/IEC 27001 accreditation date
- 26/01/2021
- What the ISO/IEC 27001 doesn’t cover
- Software AG has certification for compliance with ISO/IEC 27001:2013, ISO/IEC 27017:2015, and ISO/IEC 27018:2019. Software AG Standard and Managed Cloud Services as listed in the certification scope statement delivered by Cloud Operations and PS Managed Services including supporting operation functions. https://www.softwareag.com/en_corporate/company/iso-certified.html
- 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/IEC 27001:2013, ISO/IEC 27017:2015, ISO/IEC 27018:2019
- Complies with SOC 2 standards
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Sustainability and responsible action are guiding principles in Software AG’s business operations. We are certain that ethically correct behaviour and economic success belong together. To protect future generations and our planet, Software AG is committed to creating not only economic, but also ecological and social value.
Software AG is actively striving to reduce its environmental footprint. To mitigate the effects of its business activities on the planet, we are working toward a plan to become climate-neutral as quickly as possible by setting targets in the environmental area. With the help of its technology and solutions, Software AG will join forces with its customers and partners to tackle the most significant environmental challenges of the modern world and help mitigate the climate crisis, ultimately shaping a more sustainable future.Covid-19 recovery
Since the beginning of the COVID-19 pandemic in 2020, four years have passed, and the global economy is still recovering from the adverse effects of multiple lockdowns in most countries of the world. Fortunately, the freezing of companies, postponed or extended investment activities, and extensive restrictions on business travel only had minor effects on Software AG’s business operations. We implemented a hybrid working model with many business meetings, trainings, and other operations being conducted online. Today, this has become the default working model, which not only has not hindered business operations but allowed for greater flexibility and increased efficiency for employees and business partners alike.
The COVID-19 crisis shed light on the lack of digitalization in business processes worldwide. This resulted in additional business opportunities for Software AG, particularly in the Digital Business segment, which would compensate, or even overcompensate, for the negative effects on the global economy.Tackling economic inequality
Sustainable economic growth is of key significance to Software AG's business since it contributes to our long-term stability and positive impact on our employees, investors, and customers. Software AG’s leadership is convinced that having a sustainable business strategy not only promotes economic growth but is also essential to live up to the Company's own requirements pertaining to ESG matters.
Software AG recognizes the need to address economic inequality on a global scale and within the UK. We are committed to tackling the issue through various initiatives aimed at creating new jobs and business opportunities, while simultaneously increasing the resilience of its supply chain and sustainable practices therein. To achieve this goal, Software AG would prioritize job creation initiatives, training and development of employees’ skills, and vital partnerships with local communities and organizations to enhance the development of less privileged individuals. To enhance its supply chain, we would work towards expanding our sourcing options and fostering partnerships with local suppliers in the UK.Equal opportunity
A company’s corporate culture, encompassing its values and norms, serves as the glue that holds it together. This culture not only influences employee performance, but also facilitates the achievement of business objectives. It is supported by a framework that outlines the expectations for individual behaviour, beliefs, actions, and decisions. In March 2022, Software AG introduced its Culture Framework, which is focused around three core Ps: people, passion, and products, serving as the backbone of Software AG’s operations. The Culture Framework establishes inclusion, integrity, and innovation as the fundamental values guiding leadership practices. These values unite Software AG as a company and offer practical guidance on communication, interaction, and decision-making. Diversity, equity, and inclusion (DE&I) are an integral part of Software AG’s Culture Framework. Recognizing the interconnectedness of corporate culture, employee satisfaction, and engagement, Software AG has implemented a variety of initiatives to better understand these principles and positively influence its corporate culture. The dedication shown by Software AG's employees, coupled with their professional and personal abilities, decisively contributes to our success. Overlooking employee concerns poses a fundamental risk of (generally indirect) negative impacts on business performance. Examples of this include situations when low employee satisfaction leads to attrition and a loss of company-specific expertise, or when a lack of diversity in the corporate environment hampers innovation. For this reason, Software AG deploys a variety of initiatives aimed at fostering high employee satisfaction and nurturing an innovative and diverse corporate culture while actively monitoring employee engagement. Since 2020, Software AG has been a member of The Valuable 500, a global business collective of companies dedicated to innovation in disability inclusion. Software AG is also a member of the Initiative Women into Leadership (IWiL), a non-profit association that facilitates long-term mentoring and promotion of women at the top level.Wellbeing
Software AG is committed to fostering a corporate culture grounded in respect, transparency, and inclusion. The company continues to focus on attracting and retaining the best talent, nurtured through employee engagement and an inclusive and equitable working environment— where all employees can thrive and unleash their full potential.
Software AG offers an Employee Assistance Program (EAP), which provides employees with around-the-clock professional counselling free of charge. Yet, Software AG not only takes care of its own employees but is actively involved in improving community integration. For instance, our own Give Back to the World initiatives engages in several projects in the UK with an environmental or social value, tackling issues such as prevention of domestic violence, mitigation of deforestation, and promoting a healthy and active lifestyle.
Pricing
- Price
- £500 a unit a month
- Discount for educational organisations
- No
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 maurice.hancock@softwareag.com.
Tell them what format you need. It will help if you say what assistive technology you use.