BravoSolution UK Limited

JAGGAER Cloud Support Services

JAGGAER's Professional Services team provides specialist support and advice to JAGGAER customers for the implementation of integrated Source-to-Contract and Purchase-to-Pay solutions, and specialist services such as development of templates, guidance, training, support and customer success.

Features

• Implementation of JAGGAER Source-to-Contract and Purchase-to-Pay
• Robust 5-Phase Methodology: Initiate, Plan, Execute, Validate, and Enable
• Learning and Education for users of JAGGAER S2C and P2P
• Training - Standard, Bespoke and Train the Trainer options
• Customer Care helpdesk for nominated users and Suppliers
• Support package options for UK Local support team
• Support Account Manager options available
• Customer Success framework to maximise ROI from JAGGAER Solutions
• Managed and Partly Managed Auction event support available
• P2P Supplier Enablement service available

Benefits

• Experienced UK-based Professional Services team
• Global Professional Services organisation with tried and tested methodology
• Classroom and web-based training including options for Train-the-Trainer
• Freephone helpdesk support during UK business hours
• 24/7 Severity Level 1 issue support
• Fully transparent framework of support SLAs
• Customer Success framework enables long-term, successful partnerships with customers
• Supplier Enablement manages your Supplier relationships to keep Catalogues updated
• Extensive and growing Network of Certified Services and Technology Partners

£1,050 to £5,000 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 dsharples@jaggaer.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

955608479564904

Contact

David Sharples
+44 (0) 7825 843 903
dsharples@jaggaer.com

Planning

• Planning service: Yes
• How the planning service works: JAGGAER's implementation methodology is made up of 5 distinct phases: Initiate, Plan, Execute, Validate, and Enable. During each phase the JAGGAER Professional Services team applies a set of core implementation pillars to provide the best possible experience and value for customers: A strong commitment to customer success is demonstrated, first and foremost, by understanding the customer's goals and objectives. An event-based approach to the implementation is utilised to minimise disruption to customer’s daily activities and a collaborative and transparent environment is created to provide visibility to all project activities through the duration of the implementation. JAGGAER accelerates learning and the realisation of value by focusing on business requirements rather than features and by transferring knowledge to customers through actual experience with the solution. Finally, a focus on real people, real scenarios, and real data to demonstrate a real solution is emphasised throughout the life of the project. The JAGGAER Professional Services team is a global organisation supporting all JAGGAER environments. The Professional Services teams across the globe work to share best practices and support each other in implementations regardless of region. Customers are supported collaboratively throughout the process and included in all key decision making initiatives.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • JAGGAER Source-to-Contract (S2C)
  • JAGGAER Purchase-to-Pay (P2P)

Training

• Training service provided: Yes
• How the training service works: JAGGAER has a robust training offering and methodology to determine the best approach for training customers.; ; Supporting the deployment of the solution to the customer's buyer community, a learning and education program can be tailored to meet an organisations' requirements, to build competence and confidence in the use of the toolkit, embed change successfully, and realise business benefits quickly.; ; Our methodology focuses on understanding the business need, identifying the skills needed to support the needs, then developing, measuring, and sustaining those skills.; ; We believe that the best training solutions are developed when we can collaborate with our customers to provide the skills users need, at the time they need them.; ; As part of the 'Plan' stage of the JAGGAER Implementation a Training Planning session is planned where JAGGAER will perform an initial Training Impact Assessment to define the scope of the required training courses and the overall training programme. ; ; Depending on the outcomes of the Training Impact Assessment there are several options available to the customer, including:; Standard Training Courses; Bespoke Training Courses; Train-the-Trainer
• Training is tied to specific services: Yes
• Services the training service works with:
  • JAGGAER ONE Source-to-Contract (S2C)
  • JAGGAER ONE Purchase-to-Pay (P2P)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: JAGGAER has robust data migration processes starting from the data collection stage and until the very last step of the process which involves final QA by the customer and sign off. ; There will be dedicated meetings and activities related to data migration and one of the very first topics to be addressed is to define the data that needs to be migrated. ; JAGGAER will migrate the Customers Users, Suppliers, Contracts (and associated file attachments) into the platform.; JAGGAER will accept the legacy data to be migrated from the legacy systems into the JAGGAER applications in configured JAGGAER templates. JAGGAER will perform a thorough QA of the data received from the customer prior to any load into the production environment, this QA will be limited to the data formatting and adherence to the data collection template. The customer is responsible for the accuracy of the data provided.; Once the data is mass imported into the production environment, a JAGGAER internal QA process will be performed and the customer will be notified for final review and sign off.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • JAGGAER ONE Source-to-Contract (S2C)
  • JAGGAER ONE Purchase-to-Pay (P2P)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Customers should develop their own UAT (User Acceptance Testing) scripts based upon their own usage criteria/guidelines, however JAGGAER can provide 'template' UAT scripts for customers to use as a template for their own script development. During UAT, JAGGAER consultants will host sessions to prepare end-users for the performance of their acceptance testing (including familiarisation with the JAGGAER solutions). JAGGAER will provide support and assistance during UAT and when necessary, the customer and JAGGAER will plan corrective actions.

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: JAGGAER provides a full-service customer support model for our Source to Contracts and Purchase to Pay SaaS applications, which includes both functional (administration and supplier functionality) support and technical support provided to both buyers and suppliers. JAGGAER Global Customer Care (GCC) provides all support needs post Go Live. Global Support: 24x7 for Severity 1 cases and 24x5 (Monday-Friday) for Severity 2-4 cases. This is split into multiple levels:; Base: Suitable where customer provides their own support, no integrations. ; Standard: Suitable where there are locally based administrators, standard integrations. ; Premium: Suitable where the customer has multiple business units/portals, complex sourcing solutions, larger number of suppliers. ; Premium+: Suitable where there are globally based administrators, utilising new functionality (dev partner), multiple ERP integrations, Support Account Manager requested by the customer. ; Local Support: Federal Government/Public Sector: Business hours Monday-Friday only for all support cases, Severity 1-4. ; Premium: Suitable where the customer has multiple business units/portals, complex sourcing solutions, larger number of suppliers. ; Premium+: Suitable where there are globally based administrators, utilising new functionality (dev partner), multiple ERP integrations, Support Account Manager requested by the customer. ; Please refer to JAGGAER's Terms of Service at https://www.jaggaer.com/jaggaer-one-terms-of-service/. Prices vary according to the package selected.

Service scope

• Service constraints: JAGGAER provides the following Cloud Support services for our Source-to-Contract (S2C) and Purchase-to-Pay (P2P) SaaS applications: ; Implementation of:; Programmes of blended Learning & Education.; Customer Success Management.; Customer Care Support Helpdesk.; Support Account Management. ; Fully and Partly Managed Auction Events. ; P2P Supplier Enablement. ; Please note that services are available ONLY to nominated licensed customer Users of our JAGGAER ONE Source-to-Contract (S2C) and JAGGAER ONE Purchase-to-Pay (P2P) solutions, and their current or prospective Suppliers.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Incidents are logged and tracked via a global incident tracking system, accessed via the JAGGAER Customer Portal. It is our policy to resolve any queries/issues as soon as possible following the receipt of a call. Generally, calls are resolved within that initial call. Any issue that cannot be resolved on the first call is immediately directed to the appropriate team for resolution. Outstanding customer support calls take priority over all other work within our operations team. Any issue not resolved within two hours is escalated through agreed escalation issue resolution protocols. The customer will be updated on progress regularly.
• 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: JAGGAER offers a comprehensive customer support model that encompasses both functional support (covering administration and supplier functionalities) and technical support, catering to the needs of both buyers and suppliers post-implementation. The JAGGAER Global Customer Care (GCC) team delivers this support through various structured packages to meet diverse customer needs. Global support is available around the clock, with 24x7 coverage for Severity 1 cases and 24x5 (Monday through Friday) support for Severity 2 to 4 cases. The support levels range from the Base package, designed for customers who manage their own support without integrations, to the Standard package, which is ideal for those with locally based administrators and standard integrations. The Premium and Premium+ packages are more extensive, catering to customers with multiple business units or portals, complex sourcing solutions, and a larger number of suppliers; these are also suitable for organisations with globally based administrators, multiple ERP integrations, or those utilising new functionalities and requiring a Support Account Manager. For local support, particularly within the federal government or public sector, service is provided during business hours from Monday to Friday for all case severities. Prices vary depending on the package selected. Please see https://www.jaggaer.com/jaggaer-one-terms-of-service/ for more information and guidance.

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: A-LIGN
• ISO/IEC 27001 accreditation date: 05/07/2023
• What the ISO/IEC 27001 doesn’t cover: All JAGGAER solutions are covered by the ISO/IEC 27001:2013 certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 01/06/2018
• What the PCI DSS doesn’t cover: All sections of the PCI DSS ROC are complete, all questions answered affirmatively, resulting in an overall COMPLIANT rating; JAGGAER, LLC has demonstrated full compliance with the PCI DSS.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001:2015 Quality Management Systems
  • ISO 22301:2019​ Security and resilience - Business Continuity Management Systems
  • ISO/IEC 27018:2019​ Information technology
  • Type I and Type II SOC 2 Reports

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  JAGGAER is a silver medal rated organisation with EcoVadis, scoring above the industry average for environmental management. JAGGAER is committed to being net zero by 2040 and reaching 42% reduction across scopes 1-3 by 2030. Our science-based and net zero targets were verified by the Science-Based Target Initiative (SBTi) in 2023 and are aligned to the 1.5-degree temperature pathway. We monitor and measure Scope 1, Scope 2 and Scope 3 greenhouse gas emissions as well as energy, water and waste consumption. In 2023, JAGGAER was at a 22% reduction compared to baseline year. JAGGAER expects all vendors to comply with our Third-Party Code of Conduct including environmental, social and ethical expectations. In 2023, our supply chain accounted for >75% of our total greenhouse gas emissions, which is why we are prioritising reduction of Scope 3 emissions. All vendors over $100k are assessed and requested to share their environmental targets and performance data. JAGGAER’s ‘Cloud First’ initiative for enterprise systems consolidates cloud platforms dispersed over many locations into common cloud SaaS offerings, reducing dependency on less scalable data centres and on-premises hardware systems. Migrating to third-party cloud-based hosting infrastructure service provider, AWS, supports our mission to minimise our greenhouse gas emissions. AWS is expected to power its operations with 100% renewable energy by 2025. This has saved JAGGAER over 220 MTCO2e so far, with a further 37 MTCO2e saved compared with on-premises computing equivalents. JAGGAER has a product partnership with carbon management solution, Carbmee. Carbmee’s Environmental Intelligence System (EIS) automates scope 3 calculations for suppliers’ carbon footprint. Having worked with the Reforest’Action project for several years, by 2023, JAGGAER had financed the planting and management of >9,000 trees in Peru, Ivory Coast, and South Africa, generating a number of benefits including 1,335 tons of CO₂ stored over 30 years.

  Covid-19 recovery

  The health, safety, and wellbeing of everyone our company touches is a priority. When the world was hit by the COVID-19 pandemic, from the start, we understood that prolonged periods of isolation had the potential for causing physical, mental, and emotional stress for many of our employees. So we have provided access to our Employee Assistance Program (EAP), a 24/7, free and confidential resource that provides online and phone assistance to both employees and their family members. We also provide a comprehensive Medical Health Insurance that covers pre-existing conditions, as well as mental health support. ; ; Post Covid, we moved to a hybrid working model with a trust based flexible approach, so people can relieve themselves from the daily commute, but keep in contact with colleagues and come into the offices when needed. Our UK office continues to grow with new hires, providing employment opportunities to those left unemployed after Covid. ; ; As many staff are now hybrid or fully home based, to support new joiners, we redesigned our onboarding processes, enabling them to train and connect with each other and learn about our corporate culture and products through virtual networking groups.; ; We have also trained employee Mental Health and Wellbeing Ambassadors (MHWA) to help foster a mentally healthy workplace and promote overall wellbeing, making a positive impact on our teams. This initiative included training for all line managers to increase their awareness and management skills on mental health and wellbeing issues and has Executive level support. ; An initiative instigated by the MHWA has led to JAGGAER partnering with charity, ‘The Switch’ with volunteers from around the business giving their time to support students to practice essential interview skills.; ; We undertake an annual Global Employee Engagement survey, and various local surveys throughout the year, to listen and continue to improve employee experiences.

  Tackling economic inequality

  JAGGAER has a number of initiatives that serve to support our employees and the wider community with opportunities to develop and grow.; ; For all employees, we provide education, coaching and support for personal development, both through the JAGGAER University and the reimbursement of eligible external education fees.; ; JAGGAER’s Women's Network unites JAGGAER women and allies across roles, levels, locations and cultures and provides a platform for connection, empowerment and advocacy. Through monthly virtual and in-person gatherings, the group delves into discussions that challenge the status quo, celebrate women's achievements, and pave the way for a more inclusive and equitable workplace. ; ; An initiative instigated by JAGGAER’s Mental Health and Wellbeing Ambassadors has led to JAGGAER partnering with, ‘The Switch’, an education charity helping young people from disadvantaged backgrounds fulfil their potential. Through our partnership, employees volunteer their time to support students to practice essential interview and career skills.; ; Our Philanthropy Committee communicates to employees about individual contribution opportunities with all employees entitled to 2 salaried days of volunteering to support their local communities. ; ; We provide high level data protection and compliance across our entire platform and keep customers and partners updated on reliability, data security and privacy via our online JAGGAER Trust Center.; ; JAGGAER solutions are developed to support industry certifications SOC2 Type II, ISO27001, and ISO27018. Threat modelling allows us to review, understand and prioritise potential security risks at the component, application or system level, and expose potential design vulnerabilities. Our structured approach to threat scenarios identifies risks where the data or system could be compromised, in order to develop mitigation strategies to minimise risk. ; ; JAGGAER is committed to fostering a diverse vendor network. Every vendor integrated with JAGGAER is provided the opportunity to self-identify their diversity status. Currently we have 281 registered diverse vendors out of 1992 active vendors.

  Equal opportunity

  One of JAGGAER’s key ESG Principles is to take action to eliminate any form of discrimination in our organisation. We are aligned to UN SDG 5 on Gender Equality and SDG 10 on Reduced Inequalities. We ask our own suppliers and partners to adhere to our Third-Party Code of Conduct. In the UK, we have also joined the ‘Level 1: Disability Confident Committed Employer’ initiative. This commitment will help us focus our efforts and develop the knowledge, skills and confidence we need to be an inclusive employer. ; ; This year, our attention will also extend to Neurodiversity, fostering a deeper understanding among employees of diverse learning approaches and the influence of neurodiversity on both personal and professional aspects of our lives.; We actively engage with customers who wish to support minority-owned and other diverse suppliers in competing for contracts – for example by providing the data to identify qualified diverse suppliers and by building diversity criteria into RFPs.; ; As part of our People Strategy, JAGGAER is taking several actions to diversify our talent pool. We are committed to review our job postings to ensure they're inclusive and accessible. ; ; From an employee’s first day on the job, we underline the importance of diversity and inclusion in JAGGAER’s culture, embedding diversity training in our onboarding process. ; ; JAGGAER strives to maximise diversity at all levels of the organisation and committed to equal opportunities. We also promote female role models and actively encourage supportive behaviour by male colleagues. ; ; The JAGGAER Human Equity Project aims to make our workplaces and external relations more inclusive and respectful. The JAGGAER Passion Project, aims to eliminate language that is, or could be viewed as insensitive, from internal communications, corporate and marketing communications, and even from software code.; ; JAGGAER’s Modern Slavery statement is available on our website www.jaggaer.com.

  Wellbeing

  We believe that our company’s success relies on happy, healthy and engaged employees. This is why we place great importance on our employees experiences and wellbeing.; ; At the core of our ethos lies a trust-based hybrid working model, granting our employees the freedom to tailor their work hours and locations to accommodate both professional and personal commitments. ; ; Embracing a progressive ‘Work From Abroad’ policy, we enable workcations, empowering our workforce to thrive in diverse settings. Office days include weekly breakfasts, drinks, regional townhalls, in person onboarding and socials to keep everyone connected. ; ; We also have a formal charity partner, 'The Switch’, to contribute to a shared cause together.; ; Our benefits are regularly updated including health insurance covering pre-existing conditions and mental health support, extra days off for charity work and birthdays. Tailored compensation and bonus schemes are also in place for each team; ; Our Mental Health and Wellbeing program is driven by employee feedback and led by volunteers from different functions. They come together once a month to plan and execute our wellbeing agenda and they get an extra day off each year for their contributions to employee wellbeing. This focus on employee wellbeing and social connections has boosted engagement and slashed turnover rates from 43% to just 9% over the past two years.; ; Each week an employee, is given the opportunity to talk about their professional skills and extracurricular interests, thereby helping to build and strengthen our global community, particularly beneficial to the wellbeing of remote workers.; ; Colleagues are invited to nominate a quarterly ‘Rockstar Teammate’ who goes above and beyond to make JAGGAER’s customers, products, and workplace a success. Rockstar awards go to teammates who increase employee engagement, find ways to motivate and inspire others, identify a process improvement, exhibit exceptional customer service or otherwise contribute outstanding effort.

Pricing

• Price: £1,050 to £5,000 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 dsharples@jaggaer.com. Tell them what format you need. It will help if you say what assistive technology you use.