Invotra

Invotra Cloud Support Services

As experienced, Cloud-Support Service providers, we offer a multitude of professional resources to assist any organisation with their journey into the Cloud. We have carefully designed our Cloud services to aid you in planning, implementation, training, management & maintenance of your platform, to help you achieve your Digital Strategy.

Features

  • Project Management.
  • Content & Data Migration - from project initiation to deployment.
  • ISO 27001:2013 Compliant with no exclusions.
  • Software Testing & Quality Assurance.
  • Support & Maintenance - Bespoke packages.
  • Engagement Delivery.
  • Strategy & Consulting.
  • Accessibility and User Experience.
  • Technical Architecture.
  • Training & User Education - At all competency levels.

Benefits

  • Assistance with Agile Delivery.
  • Migration to the Cloud.
  • Drupal and open source expertise.
  • Detailed project planning.
  • Collaborative planning documents.
  • Extensive experiences from similar projects.
  • Knowledge sharing directly from other customers.
  • Benefit from price reduction for government.
  • Access to shared Invotra government portal for customers.
  • Live Service manager to support you throughout.

Pricing

£430 to £2,600 a person a day

Service documents

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

Framework

G-Cloud 12

Service ID

1 5 4 5 4 7 4 9 1 3 5 2 2 6 1

Contact

Invotra Paul Zimmerman
Telephone: +44 (0)20 3789 2900
Email: sales@invotra.com

Planning

Planning service
Yes
How the planning service works
Invotra has a professional consulting arm, Invotra Consulting, that handles the onboarding and implementation phases, tailored to support customers plan and implement their communications software.

Invotra Consulting services have been designed into 4 stages to simplify and enhance organisational knowledge and to provide comprehensive support throughout the project.

The Discovery & Strategy phase includes strategy interviews and workshops, user research, content/data insights, data analytics, accessibility reviews. The Analyse & Plan phase includes stakeholder engagement, business analysis, technical analysis, planning & resource analysis, accessibility audits. The Design & Implement phase includes information architecture, content design, content/data cleanse, content migration, application design and development, platform training and finally the Maintain and Evolve phase covers intranet management services, monthly analytics, reviews, quarterly content cleanse, solution workshops.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Invotra Enterprse Intranet
  • Invotra Flex Intranet
  • Invotra Staff Directory
  • Invotra Extranet Portal
  • Klarity powered by Invotra

Training

Training service provided
Yes
How the training service works
Invotra provides extensive training and support services for all new and existing customers. We design and deliver training workshops tailored to our customers's needs focusing on areas such as On-boarding to set up your new intranet/portal, platform management to teach product owners how to configure and maintain the platform end to end, content management targeted at helping authors and editors create and publish content that helps your staff do their job, content/IA design to help content teams to create structure and designs to support users and culture and Accessibility, focusing on helping to understand success criteria in line with WCAG 2.1AA to ensure all content is accessible to all staff. We also have a customer support help desk and an evolving FAQs list to assist users. Our online resource developer.invotra.com is available as a knowledge base for all users of Invotra, which emphasises on the technical aspects of the product.
Training is tied to specific services
Yes
Services the training service works with
  • Invotra Enterprise Intranet
  • Invotra Flex Intranet
  • Invotra Staff Directory
  • Invotra Extranet Portal
  • Klarity powered by Invotra

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Invotra has a strong track record in assisting UK Government departments to migrate to the Cloud. Our expertise rests in the migration of people/staff data and content data to cloud services.
Invotra has helped its customers to migrate on-premise communications platforms to the cloud on numerous occasions, as well as supporting content migration for up to 750,000+ items. To assist with cloud migration, Invotra work with customers to conduct a platform discovery phase, work with stakeholders to prepare the contents of the migration and work with IT and Security to fulfil security assurance, we then design the new platform, migrate the application/content and test the migration following completion. Invotra has experience with organisations of all sizes ranging from 33 users to 95,000+ and can provide comprehensive support throughout.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Invotra Enterprise Intranet
  • Invotra Flex Intranet
  • Invotra Staff Directory
  • Invotra Extranet Portal
  • Klarity powered by Invotra

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Invotra has a dedicated team of both Manual QA and Automated QA engineers who carry out acceptance and regression testing daily. Invotra also utilises purpose build performance tests to ensure no regressions in application performance are experienced.

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
At Invotra, service is everything. We take great pride in the ways in which we deliver a superlative service to our customers. See our Invotra Cloud Software Service Definition Document for full details of our support levels offered. Our Service Desk availability hours are 07:00-19:00h Monday - Friday excluding UK bank holidays. P1 incidents can be raised 24/7 365 days of the year. As part of the incident and support query management we will engage various levels of technical (engineer) and non-technical support as required. There are no costs associated with incident and support query management activities. Invotra's Enterprise customers receive dedicated account management, whilst customers of Invotra Flex are offered non-dedicated account management.

Service scope

Service constraints
Any perceived constraints will be reviewed and agreed as part of the mutually agreed Service Design.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We offer online ticketing support via our Invotra Help Desk Portal. Tickets are categorised into different priority levels, each with corresponding response and target resolution time. The average response times are: Priority 1 Level - 30 minutes, Priority 2 Level - 1 hour, Priority 3 Level - 4 hours and Priority 5 Level - 5 hours.
Customer’s can prioritise tickets. Invotra actively manages the status of any incidents raised in line with incident management processes in place. The customer has full visibility via our live service hub located on GOV.invotra (our dedicated UK Government customer portal).
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
At Invotra, service is everything. We take great pride in the ways in which we deliver a superlative service to our customers. See our Invotra Cloud Software Service Definition Document for full details of our support levels offered. Our Service Desk availability hours are 07:00-19:00h Monday - Friday excluding UK bank holidays. P1 incidents can be raised 24/7 365. The SLAs for incidents and support queries are as follows: P1 - 4 hours, P2 - 8 hours, P3 - 24 hours, P4 and support queries 60 hours.

As part of the incident and support query management we will engage various levels of technical (engineer) and non-technical support as required.

There are no costs associated with incident and support query management activities.

Enterprise customers also receive dedicated account management throughout their journey with Invotra.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£430 to £2,600 a person a day
Discount for educational organisations
No

Service documents

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