QuickThink Cloud Limited

Independent Unit4 ERP (Agresso, UBW) Cloud Hosting & Managed Services

QuickThink Cloud's independent Unit4 ERP (Agresso, UBW) Cloud Hosted Solution allows organisations to offload the considerable cost of in-house hosting / technical support of the Unit4 ERP system (and associated technologies), delivering a fast, reliable, secure, highly available, dedicated and robust system to users.

Features

• 99.9% availability, backed by service credits
• High security environments, backed by impressive accreditations
• 24/7 manned service desk for peace of mind
• Cutting edge platform, with VPN connectivity as standard
• Other (associated) third-party system hosting
• Unlimited Unit4 ERP (Agresso, UBW) system restores / environment refreshes
• Advanced Disaster Recovery / Business Continuity services
• Unlimited OS, RDBMS & Unit4 ERP updates, upgrades and patching
• Full AG16 Support as well as direct access to data
• Full support for Business Intelligence tools such as Power BI

Benefits

• Low total cost of ownership & cost effective solution
• Expert Unit4 ERP (Agresso, UBW) Technical Managed Service Support
• Unlimited scalability - no system to big or too small
• Database and system performance tuning as standard
• Continuous knowledge-share with in-house teams
• Multi-Factor Authentication including Azure AD Support
• Immutable off-site backups for business continuity compliance
• Optimised platform for Unit4 ERP application hosting and support
• Hosting of Unit4 ERP / non-Unit4 ERP systems where required
• 24/7 Fully managed security

£12,000 a unit a year

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

Framework

G-Cloud 14

Service ID

935511195738970

Contact

Ian Witts
02087980093
contact@quickthinkcloud.com

Service scope

• Service constraints: When hosting Unit4 ERP, SQL Server is the only supported RDBMS in this cloud solution. Oracle is not supported, but we can migrate customers over from Oracle to SQL Server (and have done previously).
• System requirements:
  • A modern PC with internet connectivity is required
  • Desktop users will require the Citrix Workspace client
  • VPN's (if required) require customer firewall
  • Modern web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response time is 1 hour, which is the same at weekends.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: The web chat supports any modern browser and has options such as text chat (for users that are hearing impaired), voice support (for visually impaired users) and screen share for users to be fully assisted by a support technician.
• Web chat accessibility testing: None so far.
• Onsite support: Yes, at extra cost
• Support levels: All our cloud hosting solutions come with full managed service support. The support levels are calculated based on the size of the system and its complexity, but there are gradual increases depending on the number of users, complexity, etc. as might be expected. These are documented in the associated documentation.; ; All contracts include Technical Project Management, Account Management & Cloud Support as standard.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A bespoke customer system reference document is provided. This details all the resources available to users, the URL's and how to access and use them. It also includes training for in-house IT teams to support users (which is delivered via distance training; telephone or online tools).
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: This is entirely up to the users, but we support full database backups, full SFTP transfer of files / resources or the user can simply export their data directly from the system using web services or other online tools that are provided as part of the cloud service delivery.
• End-of-contract process: All end of contract off-boarding exercises are covered under the contract. The data will ultimately be destroyed, but if it is still required it can be provided to a third-party or to the customer directly via database backup, SFTP file transfer or any other method required.; ; The data can also be obtained on a self-service basis by the customer (directly) if they utilise the web API's.

Using the service

• Web browser interface: Yes
• Using the web interface: The web interfaces are developed by Unit4 (for the Unit4 ERP product) and Citrix (for the Citrix web interface).; ; Users can log into the application(s) and can access all the functionality available to them via these web interfaces.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Unit4 has developed a product reading list in braille for the blind and visually impaired, which sits in front of the user’s keyboard and mirrors the user’s screen text line by line. Text to speech function is available making it easy and quick to listen to the text that’s written on the screen. For the visually impaired, the text has been adapted to provide enhanced readability through stronger contrasts and increased size.
• Web interface accessibility testing: Unit4 (the software vendor for Unit4 ERP software) has been awarded a European CSR award for its work with Blindeforbundet, the Norwegian Association for the Blind and Partially Sighted (NABP) to make its Enterprise Resource Planning (ERP) software available to blind and partially sighted people.
• API: Yes
• What users can and can't do using the API: The API's allow changes to be made to the core application, such as adding, deleting or viewing users, projects, purchase orders, invoices, etc.; ; Users need programming skills to utilise these API's. The API's are built into the Unit4 ERP product. These are published to users that need to utilise them.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
• Other API automation tools: The API's are open to use through any automation software
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: CPU / disk contention is kept to a minimum, with all customers enjoying dedicated RAM. Public or private cloud configurations available, ensuring no 'noisy neighbours' and total network and disk segmentation if / when required.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Core user numbers
  • Custom application metrics
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Virtual Machines
  • SQL Server Databases
  • Unit4 ERP (Agresso, UBW) Configurations
  • Files & Folders
  • System States
  • Customised Reports
• Backup controls: Users identify what they would like to back up (along with a consultant) and the backups are setup with the relevant schedule and retention periods. This includes a GDPR discussion to assist with data protection responsibilities as well as a DPIA.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: All machines running Microsoft Server enjoy IDS software protection.

Availability and resilience

• Guaranteed availability: Guarantees the functioning of all cloud server hosts including the hypervisor, with a 99.9% availability for all hosted systems. In the unlikely event of host failure, HA will automatically restart the affected VM onto a healthy host.; ; If the service fails to meet any of these availability commitments, the Customer shall be entitled to service credits.
• Approach to resilience: Available on request.
• Outage reporting: Service outages are reported via email and also via the customer's online portal.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is strictly controlled, uses 2-Factor authentication and does not include any user access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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 receive audit information on a regular basis
• 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: 17/10/2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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:
  • ISO27001
  • ISO9001

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: Information security policies are fully documented and available to all members of staff. Updates are communicated to the organisation, with new starters undergoing a specific session that covers the security policy and invites them to ask questions.; ; Typical policies and processes include password changes, fully documented change control, subscribing to security news bulletins from our CHECK accredited security partners, etc.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All change management is tracked on our customer portal, with full visibility to customers. Changes are requested, agreed upon and advertised, documented and delivered via this medium.; ; Every change is subject to CAB approval which happens once a week (or can be put forward for an emergency change if required).
• Vulnerability management type: Undisclosed
• Vulnerability management approach: A detailed account of this information is available upon request. However, at a high level the threats to our services are both managed, monitored and neutralised via our IDS systems. We deploy patches regularly in a controlled manner using industry standard deployment tools and our information about potential threats comes from our CHECK certified security providers and datacentre partners.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This information is available upon request, but at a high-level potential compromises are identified using an IDS system, our response includes our own security procedures and includes our CHECK accredited security partner and any such threats / compromises are classified as URGENT and are investigated immediately under the highest possible SLA.
• Incident management type: Undisclosed
• Incident management approach: Our incident management is tightly interwoven with our service desk system. Users can report incidents via email, internet portal or telephone. Uses can run their own incident reports via this system, but these are also available upon request.; ; We have pre-defined processes for common events (environment refreshes, etc.) and these are documented on the portal knowledge-base where appropriate.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: VMware
• How shared infrastructure is kept separate: Both full VM and Network Isolation is in place between customers, ensuring absolute separation.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Datacentres follow ASHRAE standards, which have parity to that of the EU code of conduct.; ; Initiatives at each datacentre are being put in place to maximise energy efficiency, with the Swiss datacentre already having won the SIG GIGA Trophy in recognition of its successful efforts to increase energy efficiency and reduce the CO2 consumption.; ; It is hoped that this model can be rolled out to other datacentres to achieve similar results.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  QuickThink Cloud has had a number of environmental policies in place for many years. A good example is that any member of staff that qualifies for a company car must choose an EV (electric vehicle).

  Equal opportunity

  QuickThink Cloud is (and always has been) an equal opportunities employer.

  Wellbeing

  QuickThink Cloud has always ensured that the wellbeing of our staff and their families is paramount. We offer a wide range of benefits for staff and their families to assist with the physical and mental wellbeing.

Pricing

• Price: £12,000 a unit a year
• Discount for educational organisations: No
• Free trial available: No

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