EQUINOX CONSULTING LIMITED

Equinox Silver Support - Unit4 ERP / ERPx / HCM

Our packages are tailored to your specific needs, No “one size fits all” here! Specialising in Unit4 ERP / ERPx / HCM, Equinox provides you with flexible and scalable technical support to maintain, enhance and evolve your software systems. With cloud based ITSM software to enable service delivery.

Features

• 10 Support Tickets per month
• 1 day remote development per month (can be removed)
• Clear resolutions
• Training provided for resolutions
• Monthly Service Review pack

Benefits

• Unit4 Approved Expertise
• Quick resolution
• 5% discount on standard day rate
• Extra team member
• Wide system knowledge across ERP, ERPx & HCM

£500 to £650 a unit a day

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 dawn.coupe@equinoxcl.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

941726615287546

Contact

Dawn Coupe
07514803571
dawn.coupe@equinoxcl.com

Planning

• Planning service: Yes
• How the planning service works: Planning is not included with this package but can be purchased as an optional extra. This has the benefit of a 5% discount. If planning is opted for then all planning work is carried out using PRINCE2 methodology and by using our project planning software, which you will have access to, we will provide a draft plan and then this will be agreed with the customer prior to a final plan being issued. By using this methodology we show the stages clearly within the plan, identify key stakeholders and show all key milestone dates along the timeframe of the plan. From the software dashboard you will be able to identify the health of the project and quickly identify if any task have slipped their timelines. Also within the software you are able to see all tasks and who they are assigned to, giving you a real time view of your project.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Unit4 ERP
  • Unit4 ERPx
  • Unit4 HCM

Training

• Training service provided: Yes
• How the training service works: We provide training to assist users with being able to understand the issue logged and ensure that there is less opportunity for the same this to happen again. If it does then the user will have an understanding of how to self serve which speeds up the customer experience.; ; For further training and due to the level of this support package full training sessions other than those arising from a support issue are not included but it can be provided at additional cost and with the benefit of 5% discount for being on one of our packages. Please refer to the standard rate card provided to see the standard rates to which the discount can be applied
• Training is tied to specific services: Yes
• Services the training service works with:
  • Unit4 ERP
  • Unit4 ERPx
  • Unit4 HCM

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Setup and migration is not included with this package but can be purchased as an optional extra. This has the benefit of a 5% discount. If this service was purchased then a project plan would be drawn up for the migration to the cloud or to a different cloud service using PRINCE2 methodologies and a project manager would be assigned to the piece of work.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Unit4 ERP
  • Unit4 ERPx
  • Unit4 HCM

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We will carry out thorough system tests prior to anything being handed over to the customer. We always work to the required change approval process specified by our customers.

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 our customers via an ITSM software, this service means you will be given several different ways to contact us from email, logging tickets directly on our portal or a phone number. The support tickets will be controlled to our agreed SLA's and this is reported on to you with our monthly service pack. You will be given a client manager which means you have a name to be able to contact if there is any need to escalate your issues onto them. We pride ourselves with our excellent customer service and as a result our software will send through a feedback questionnaire once the ticket has been resolved which means you will be given an opportunity to raise any concerns to our internal C-Suite review.

Service scope

• Service constraints: Working with businesses throughout the UK the majority of our work is carried out remotely. However, where required we can visit a customer’s site.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response times throughout business hours, 8.30-17.30 Monday to Friday with a maximum response time of 4 hours for a low priority ticket, but the average of all priority tickets is less than 1 hour. At weekends and bank holidays, unless the customer has 24/7 cover, the response will be within 1 hour after 8.30 on the first working day after the weekend. Customers who have opted for 24/7 cover the response times will be the same as above with no restriction of office hours.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: You will be assign an account manager who is the person you would contact to escalate issues. This will be a direct contact email / number rather than a generic desk. The silver support service provides the same SLAs as all our services, with a maximum of 10 support call per month. ; However, we do provide 1 days of remote development consultancy within this package which means that you can do small developments. That day rolls over for one year, meaning you can bank the days and then use 10 at once, the work needs to be planned in and agreed with both parties.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS Citation
• ISO/IEC 27001 accreditation date: 21/02/2023
• What the ISO/IEC 27001 doesn’t cover: Check
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  We have an Environmental Policy. As far as it is practicable all operations are carried out with a commitment to protecting and enhancing the environment. As an organisation we know that we generate waste paper products. So we: 1. Consider recycle, reuse or repair before we commit to replacing equipment or materials. 2. On a monthly basis we carry out a spot-audit of our commercial waste bin. We identify items that have been placed in the waste in error. We aim that on a monthly basis this will reduce. We use recyclable paper and packaging where possible. We conduct six monthly review of paper and packaging used. This includes reviewing all paper and packaging purchased and identifying possible alternatives. We are committed to: conducting regular audits of our processes and wastes to identify areas where we can commit to long -term waste reduction targets; ensuring organisations we purchase from have similar policies, and are gradually moving our systems of procurement to more environmentally friendly sources; maintaining a recycling system in collaboration with local authorities; recycling printer cartridges and consumables where we can; disposing of any electrical equipment according to the directive on waste, electrical and electronic equipment, fridges and freezers; using energy efficient and low-power equipment wherever possible, ensuring buildings, pipes and lofts are properly insulated and maintained in such a way as to be as energy efficient as possible; conserving power and water by encouraging staff to turn off non-essential lights and power sources when not in use and keep windows and doors shut when using heating; reporting and repairing malfunctioning thermostats on radiators and dripping taps immediately; only using as much water as necessary; ensure that potentially dangerous substances are used as little as possible and disposed of properly; ensure staff are trained to comply with these policies.

  Covid-19 recovery

  At Equinox we are committed to growing the company and will take those we work with and our community with us. As a growing company we are creating employment opportunities. We advertise vacancies throughout the UK and the roles we offer are predominantly virtual roles. These are therefore suited to those who were shielding or caring for someone who was shielding due to COVID-19. ; Our new roles are suited to those who are returning to work. ; We are committed to supporting the physical and mental health of people affected by COVID-19. All staff can access private access to healthcare, paid for by us – which will help to reduce the demand on health and care services. ; Within the workplace we implemented social distancing – for staff who worked within the office, offered remote working.

  Tackling economic inequality

  At Equinox we are committed to ensure that there is no economic inequality. All our staff are offered a salary that is well above the minimum wage. We are committed to giving our staff skills that they did not join us with and allow a significant budget for all staff to have training within each financial year, and we required staff to complete equality and diversity training as part of their onboarding program, and this is reviewed annually if required. We have a staff forum within Equinox that allows all employees to have a voice and be able to feed back their thoughts and desires for the future of the business. We are aware of the inequalities that are present around those with neurodiversity and have measures in place to make it a far easier place for anyone who is need of help with this. We have a graduate scheme that has been extremely successful and we are have an application process for this on our website and advertise this on LinkedIn. At Equinox we are keen to bring in an apprentice program which will offer those who potentially would not be given the opportunity to get into the sector we work in and will be introducing this over 2024/2025. Our principles within the company is to give employees a growth mindset, to inspire each other and to nurture integrity for the future of Equinox, and to give every person the strength of self to believe they can achieve anything they put their mind to, whatever their back story is. We offer true flexible working as standard to allow employees to accommodate a work life balance that works for them.

  Equal opportunity

  Diversity and inclusion are fundamental to our business: it’s all about recognising, respecting, and working with everything that makes each of us different. These differences include but are not limited to gender, pregnancy and maternity, ethnicity, culture, age, physical and mental ability, sexual orientation, gender identity, religion or belief, marital and civil partnership status, education, and those with a caring responsibility. The Equality Act 2010 has an important part to play in promoting equality and eliminating unlawful discrimination, but we seek to exceed our legal obligations and to provide an inclusive environment for all. Having diversity in our workforce is not enough; we must create an inclusive environment where all people can contribute their best work. Inclusion is engaging the uniqueness and talents, beliefs, backgrounds, capabilities, and ways of working of individuals to create a culture of belonging in which people are valued and respected. We aim to create a workforce that is representative of our clients , and we recognise the importance of supporting their unique and diverse needs. We value our people for their contribution and will celebrate diversity and seek to create a genuinely inclusive workspace which embraces similarities and differences. We provide the same opportunities for all applicants and employees in recruitment, selection, development, and promotion. The aim of our employment policies is to make sure everyone receives treatment that is fair, equitable and consistent with their skills and abilities, regardless of association or perception related to one of the attributes above. We regularly monitor the effectiveness of our policy because we aim to maintain a balanced and diverse workforce.

  Wellbeing

  Equinox believes that its employees are its most valuable resource and that their wellbeing is vital to effective performance at work and the continued provision of high-quality services. We are committed to providing maintaining and promoting a healthy and supportive working environment. As employers we have a duty under the Health and Safety at Work Act 1974 to ensure, as far as is reasonably possible, the health, safety, and welfare of our employees at work We want our employees to feel they’re able to cope with what they are asked to do and to work with their colleagues with respect and cooperation. Stress and anxiety are not illnesses, but if prolonged they can lead to ill health. Although we have no control over external or personal factors, we are committed to managing stress and risks within its control, and to providing support to employees who are suffering from stress. We recognise that sometimes, because of pressure at work, relationships with colleagues, illness or problems outside work, people feel pressured, and this can affect their work and their own wellbeing. We encourage staff to discuss any concerns with someone, whether that is their mental health first aider or their manager for support, and we provide all staff with Private Healthcare which includes support for the effects of mental health.

Pricing

• Price: £500 to £650 a unit a day
• 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 dawn.coupe@equinoxcl.com. Tell them what format you need. It will help if you say what assistive technology you use.