Technology One UK Ltd

TechnologyOne Supporting Services

TechnologyOne Supporting Services, including Application Managed Services (AMS) and Training Series, covering all TechnologyOne Solutions. AMS provides continuous improvement to your organisation through proactive, innovative and lower cost application management, ad-hoc training, process review, and consultative assistance to administer, maintain and optimise your solution.

Features

• Dedicated Service Delivery Manager
• Guaranteed consulting services when you need them
• Access to product specialists for your solution
• Daily system administration service
• System functional testing for upgrades, new releases, or software revisions
• Assistance with Test Planning and Training Needs
• Subscription Training Series for self-driven learning

Benefits

• Additional support for deadline driven activities, like year-end close
• Project resources to enable significant enhancements, upgrades or integrations
• Delivering productivity and efficiency through reduced application administration costs
• Providing customers with Embedded Expert Resources
• Systems administration on demand provided by experienced systems administrators
• Maintenance of system components, including reporting, workflow, configuration changes
• Configuration management and Quality Assurance services

£2,500 a unit a month

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 T1UKPortals@Technology1.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

932963782103807

Contact

India Coleing
01628591160
T1UKPortals@Technology1.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: The TechnologyOne Training Series is a paid subscription service for TechnologyOne customers. It is a collection of content that is available on any device and on demand 24/7 for the purposes of upskilling and educating our customers. Content types currently available include instructional videos, end to end examples and downloadable resources. The content is maintained, reviewed and updated regularly by TechnologyOne in consultation with customer requests and new features developed by TechnologyOne. In addition to the content, a question-and-answer services is provided to allow the user to ask questions that relate to the training content.
• Training is tied to specific services: Yes
• Services the training service works with:
  • TechnologyOne OneCouncil
  • TechnologyOne OneEducation
  • TechnologyOne OnePublicSector
  • TechnologyOne Student+

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Application update and efficiency management, including: ; Application audit reporting production and analysis; Continual review and implementation of features implemented at other TechnologyOne customers to determine benefit to the customer; Consultation on underutilised systems functionality to assist the customer further utilise their application; Testing and release management of configuration changes; Testing of product fixes against defined issues; ; Scheduled Environment Audit and Recommendations.

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: TechnologyOne AMS supports TechnologyOne customers to ensure that they derive maximum value and output from their TechnologyOne applications. AMS drives ongoing productivity and cost efficiencies by keeping our customer’s TechnologyOne solutions current and future-proof. This is achieved through proactive application update management and ongoing process improvements. AMS delivers: administration, managing your TechnologyOne enterprise solutions day to day; upkeep, keeping your TechnologyOne enterprise solution current and maintained; optimisation, realise the full value of your TechnologyOne investment; service delivery, access a dedicated Service Delivery Manager who is committed to customer service.

Service scope

• Service constraints: TechnologyOne AMS will schedule and commence activity on Cases up to the maximum number of AMS Service Requests specified per period.; Services are provided remotely; onsite support can be provided but will incur an additional charge.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: TechnologyOne Support is available 24x7 online and by telephone from 07:00 to 19:00 (local time) on Business Days. Target response and resolution times are based on agreed priority classifications; for Priority 1 (Critical) issues the target response time is 30 minutes.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: TechnologyOne’s standard ASM, included in the SaaS fee, includes the following features: Access to the TechnologyOne Customer Community which includes a range of helpful online support resource tabs, including: Cases - create and manage your cases online; Groups - ask questions, share news and collaborate with other customers and TechnologyOne; Knowledge -access to extensive knowledge articles for helpful software information; Ideas - suggest product enhancement requests or ideas; Profile - manage your individual profile. Access to our dedicated Customer Support team. New SaaS software releases, software updates, and Apps. Fault / Issue reporting on shipped products. Direct access to Customer Account Managers. TechnologyOne University, which connects users with powerful and timely training resources that can be accessed when they are needed – on any device, anywhere, any time. TechnologyOne can provide other options for support and service availability, based on the payment of a premium above the standard TechnologyOne SaaS fee.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Das Certification
• ISO/IEC 27001 accreditation date: 13/12/2021
• What the ISO/IEC 27001 doesn’t cover: The certification is limited to the provision of software solutions within a cloud architecture.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27017
  • ISO/IEC 27018
  • ISAE 3402 SOC 1 Type 2
  • SSAE 18 SOC 1
  • AT-C 205 SOC 2
  • SOC 3

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to managing our business operations in an environmentally responsible manner. Our commitments are articulated in our Environment Policy, which is communicated to our employees. While our day-to-day operations don’t have a material impact on the environment, we’re committed to continually lifting the bar to reduce our carbon emissions to the lowest amount possible and offsetting remaining amounts to maintain carbon neutrality. During the year, we strengthened this commitment by setting targets to reduce our Scope 1 and 2 emissions by 80 per cent by 2025 and 100 per cent by 2030 from a FY22 baseline. For every tonne of carbon attributable to TechnologyOne, a tonne of carbon credits is purchased by TechnologyOne and retired. Our carbon offset credits are sourced from projects related to solar and wind power initiatives in India. In FY23, TechnologyOne offset 8,466 tonnes of greenhouse gas emissions with the purchase and retirement of certified carbon credits. TechnologyOne is developing actions and procedures that seek to prevent and reduce climate-related risks. Notably, our strategy aims to reduce our greenhouse gas emissions and decarbonise our activities. Our greenhouse gas (GHG) decarbonisation strategy involves three phases: Phase 1 - Measure (understand key emission sources), Phase 2 - Manage and minimise (reduce energy consumption and associated carbon emissions where practical), Phase 3 - Offset (all or a proportion of our carbon emissions). Through undertaking a comprehensive carbon assessment, TechnologyOne has made progress towards achieving some of the United Nations Sustainable Development Goals (SDGs). Investing in carbon offset projects, particularly those with a range of co-benefits will broaden the scope of goals TechnologyOne is on track to contribute towards. We aim to use any arising opportunities to reduce our emissions.

  Equal opportunity

  We have policies in place in relation to anti-discrimination and workplace gender equality, diversity, sexual harassment, flexible working arrangements and purchased leave. Our remuneration policy includes a commitment to equal pay for men and women. We conduct a gender pay gap analysis annually, following which we investigate any potential gender bias in performance pay, and correct like-for-like gaps. TechnologyOne ensures we pay all of our employees above the Living Wage. Participation of women at TechnologyOne is at 35.8 per cent, with more than 29 percent participation in technical roles. We promote women to study STEAM and see the technology industry as a career through our partnership with the Tech Girls Movement. The Tech Girls Movement is a non-profit organisation, established to support the development of a more diverse IT workforce, ultimately resulting in better technology for society. TechnologyOne UK are a signatory to the Tech Talent Charter (TTC), who drive diversity and inclusion through data: https://www.techtalentcharter.co.uk. TechnologyOne believes that a diverse workforce performs better, and we see this as key to our commercial success. We aim to provide our people with an environment that respects the dignity of every individual, fosters trust, and allows every person the opportunity to realise their full potential. Our commitment to diversity and inclusion also extends to our interactions with customers and suppliers.

  Wellbeing

  We have a high-performance culture in a fast-moving sector: we recognise that it is important to support the health and wellbeing of our staff and guard against stress and burnout. TechnologyOne has a wellness program aimed at encouraging our team members to look after their wellbeing. We have evolved this program to provide team members working remotely with creative alternative options, such as a Wellness app, online yoga and strength building sessions so they can keep active in the comfort of their own home. Our wellness resource hub provides weekly wellness tips, support, videos and material aligned to our overall wellness model – Healthy Minds, Healthy Bodies, Healthy Spaces and Healthy Culture. We provide an independent employee assistance program for employees and members of their household; the availability of this has been heavily communicated to staff. The Community Sports program sponsors employees who wish to participate in sporting events and charitable fundraising. TechnologyOne employees have participated in - Cycle for Smart Works, annually since 2020, where teams of five collectively cover 500 miles over one week, cycling their local communities or using static bikes - The Prince’s Trust Palace to Palace bike ride, annually since 2019 - The Prince’s Trust Royal Parks half Marathon annually since 2019 - and Future Steps, a 10,000 steps a day challenge during February annually since 2019. We promote a safe workplace culture for our employees with a work health and safety program that includes formal induction and training programs and an internal WHS portal that provides current and relevant safety information to all team members, including relevant policies and procedures. We use the services of International SOS to provide additional support when needed for the health and security of our people when travelling.

Pricing

• Price: £2,500 a unit a month
• Discount for educational organisations: 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 T1UKPortals@Technology1.com. Tell them what format you need. It will help if you say what assistive technology you use.