Wavenet Ltd

Cirrus - Professional Services

Cirrus provides comprehensive and high quality support services. Our team are available to assist with service requests, incidents or problems and operate within defined service levels. We offer three tiers of support services so that you can select an option that best matches your organisation’s needs

Features

• Prince II based project management approach to service implementation.
• Comprehensive technical solution development methodology.
• Users undergo comprehensive training with our unique Knowledge Transfer process.

Benefits

• Services address specific business needs and outcomes.
• Services are deployed with ease and efficiency.
• Business disruption is minimised.

£800 to £1,250 a user a day

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

Framework

G-Cloud 14

Service ID

989461339027551

Contact

Paddy Sheridan-Ruddy
07714737991
publictenders@daisygroup.com

Planning

• Planning service: Yes
• How the planning service works: Implementation planning is a standard function of the Cirrus implementation Prince II project service.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Cirrus Connect Contact Centre

Training

• Training service provided: Yes
• How the training service works: Training is a standard function of the Cirrus implementation Prince II project service.
• Training is tied to specific services: Yes
• Services the training service works with: Cirrus Connect Contact Centre

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migration is a standard function of the Cirrus implementation Prince II project service.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Cirrus Connect Contact Centre

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Quality assurance and performance testing are standard functions of the Cirrus implementation Prince II project service.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G Cloud 14 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G Cloud 14 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: As accessibility is built into our product development - and we are utilising our own web chat services to provide customer support - then all accessibility development ultimately flows down into our web chat support service
• Support levels: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G Cloud 14 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Cirrus

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 13/09/2013 original certification
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sycurio
• PCI DSS accreditation date: 15/08/23
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Wellbeing

  Fighting climate change

  DCS is signed up to UN Compact and have planned our strategy to address a number of the Sustainability Goals. We plan to submit SBTi targets within the next financial year and Nature Positive Pledge.; ; Our primary focus is the reduction of our carbon footprint alongside our customers as we have identified this as the most pressing need in the IT industry today. ; ; We have an ESG lead and ESG Governance Manager co-ordinating effort from across the business and industry prominent Statutory Board representation as well as Chairman who champions many of our environmental initiatives. We have three bi-monthly groups representing every business area and a Green Team spearheading our local and site based strategy.; ; We should reach Net Zero Scopes 1&2 within the next two years and throughout our supply chain by 2039.; ; We already consume only REGO backed renewable energy, our first renewable contract being put in place in 2017 and installation of solar panels on our owned buildings as well as EV schemes and gas replacement pilots. Our overall energy consumption has reduced by 7.5% in the first six months of 2023.; ; DCS is certified to ISO14001 (Environmental Management) and ISO50001 (Energy Management).; ; DCS sponsor the Girlguiding Rainbow Recycling badge encouraging green thinking within the 4-7 age group resulting in 10,594 badges being earned across the UK.; ; We have a strong relationship with a forward thinking ITAD partner and have introduced Environmental KPIs associated with equipment circularity into the Environment Policy.; We have a new Kelp Farm on the Isle of Mull which seeks to demonstrate the environmental, carbon sequestering, deacidifying and social benefits of the Sugar Kelp we grow on decommissioned salmon farms. ; Alongside our carbon reduction plans we are reviewing our other impacts such as waste stream, water usage and single use plastics.

  Tackling economic inequality

  Our Learning platform Daisy Grow supports people to further their careers, change direction and realise their ambitions. ; It’s also the conduit for training our staff ensuring our management maintains awareness of inequality, modern slavery and wellbeing amongst many other courses. ; DCS has also developed a Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. This programme is made available to Buyers through the GCloud Call Off contract.; It’s known as the Daisy Community Learning Portal and there are 150+ courses available to support the development of employment and life skills. ; These skills not only provide greater employment opportunities for their recipients; are less location dependant, and are more likely be required in jobs that have flexible working hours and role types.; ; Courses are organised into three general categories of:; • Career Development; • Health & Wellbeing; • Leadership & Management; ; This training programme is provided to customers and citizens as part of Social Value directly under G-Cloud Service Provision.; Daisy provide 10 x 30-day licences for the training programme for every £10,000 of contract value, The full range of courses will be available for citizens in need and can be accessed via any browser including smart phones, tablets, library and school computers.; We estimate that 50-100 hours of learning is achievable within the 30-day window.; Each user has a Learning Dashboard tracking their progress and certificates awarded for completion can be used in job seeking and career progression.; A dedicated Community Learning Portal SV (CLPSV) Licence Co-ordinator works within the Daisy Frameworks Team and will liaise with the Buyer to arrange access.; Daisy will report on the take up and usage and this will be reported back to the Buyer via the DCS Social Commitments Report

  Wellbeing

  Daisy from the very top down, is active in the promotion of health and wellbeing in the colleague environment. ; We promote a healthy and happy working environment for staff and to identify, prevent and alleviate work-related stress as far as possible. In each physical location we have Health and Wellbeing champions as local points of contact for health/wellbeing issues. ; They:-; Promote health/wellbeing within DCS ; Assist in health and wellbeing activities that are companywide.; Coordinate local health and wellbeing activities such as running clubs, lunchtime classes etc. ; Communicate regular feedback to the Health and Wellbeing team to allow internal communication of local/national events. ; Maintain health and safety company policy and legislation ; DCS communicates its messages in different formats, directly through the Champions, from senior management through videos and live presentations, through the intranet and the Daisy Grow Learning Platform. ; Our Health and Wellbeing Manager provides useful tips and initiatives to help maintain mental health in our stressful lives.; We have a business-wide team of 30 Mental Health first aiders. DCS employees have a number of schemes promoting health and wellbeing, there is in place an Employee Assistance Programme offering help to employees and their families when required. ; Daisy celebrates both International Women’s and Men’s days with a programme of inspiring events and talks including Suicide Awareness, Wellness, Careers and STEM partnerships.; Daisy have also developed a comprehensive Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. There are 500+ courses available including a wide range of courses to support Wellbeing. This training programme is used internally within Daisy, with our suppliers, and can also be provided to customers and citizens as part of Social Value directly delivered under G Cloud Service Provision.

Pricing

• Price: £800 to £1,250 a user a day
• Discount for educational organisations: 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 publictenders@daisygroup.com. Tell them what format you need. It will help if you say what assistive technology you use.