JAGGAER

JAGGAER Cloud Support Services

JAGGAER consulting/services teams provide specialist support to JAGGAER ONE customers for the implementation of our integrated Source-to-Contract & Purchase-to-Pay solutions, and specialist services such as development of templates, guidance, training, Supplier enablement and customer success.
JAGGAER offers expert advice and support to assist customers in implementing optimal supply management processes.

Features

  • Implementation of JAGGAER ONE Source-to-Contract & Purchase-to-Pay
  • Learning & Education for Users of JAGGAER ONE
  • Manned CTI/CRM helpdesk for Users & Suppliers
  • Customer Success framework to maximise ROI from JAGGAER ONE
  • Managed & Partly Managed Auction event support
  • Comprehensive P2P Supplier Enablement service

Benefits

  • Experienced UK-based Professional Services team
  • Global Professional Services organisation with tried & tested methodology
  • Classroom & web-based training including options for train-the-trainer
  • Freephone Helpdesk support during UK business hours
  • Customer success framework enables long-term, successful partnerships with customers
  • Supplier Enablement manages your Supplier relationships to keep Catalogues updated

Planning

Planning
Planning service Yes
How the planning service works The JAGGAER ONE implementation methodology is made up of 5 distinct phases: Initiate, Plan, Execute, Validate, and Enable.

During each phase the JAGGAER Professional Services team applies our set of core implementation pillars to provide the best possible experience and value for our customers:

A strong commitment to client success is demonstrated, first and foremost, by understanding the client’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 our 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 ONE environments. The professional services teams across the globe work to share best practices and support each other in our implementations regardless of region.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • JAGGAER ONE Source-to-Contract (S2C)
  • JAGGAER ONE Purchase-to-Pay (P2P)

Training

Training
Training service provided Yes
How the training service works Supporting the deployment of JAGGAER solutions to the buyer-side community, a learning & education programme will be tailored to meet your organisation’s requirements, build competence and confidence, 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 customers to provide the skills users need at the time they need them. We offer the following: Basic and intermediate training (classroom including workbooks and materials) for core buyer users and champions.
Online self-paced training, competence testing & certification for core buyer users (via JAGGAER University).
New version release training (via JAGGAER Product Library).
On-demand top-up sessions.
Train the trainer for larger organisations.
Specialist consulting.

Our training library has over 90 hours of content that can be delivered in multiple formats & in an off-the shelf format designed to bring your core users up to speed quickly.
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 and migration
Setup or migration service available Yes
How the setup or migration service works The JAGGAER ONE implementation methodology is made up of 5 distinct phases: Initiate, Plan, Execute, Validate, and Enable. During each phase the JAGGAER Professional Services team applies our set of core implementation pillars to provide the best possible experience and value for our customers: A strong commitment to client success is demonstrated, first and foremost, by understanding the client’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 our 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 ONE environments. The professional services teams across the globe work to share best practices and support each other in our implementations regardless of region.
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
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 testing
Security services No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by your organisation
How the support service works In support of our Source-to-Contract solution, JAGGAER offers standard support for Suppliers and all licensed Spend+, SM+, Sourcing+, CLM and super/admin users, with the possibility to upgrade this service to cover the entire user community (for approvers, evaluators, technical users, etc.).

CLM+, eProcurement and Accounts Payable (P2P) support is limited to three (3) nominated client users by default, although additional users and/or supplier support can be included as an additional support component.

Our standard support excludes additional services which such as Auction Monitoring, Vendor Scouting and Registration which can be contracted as additional components. Level 1 support is provided as the first entry point for all new cases, from which cases may be escalated to Level 2 and Level 3.

Service scope

Service scope
Service constraints JAGGAER provides the following specialist Cloud services, as detailed in our attached Service Definition document:
Implementation of JAGGAER ONE Source-to-Contract (S2C) & JAGGAER ONE Purchase-to-Pay (P2P).
Programme of blended Learning & Education.
User Support Helpdesk.
Fully & Partly Managed Auction Events.
Customer Success.
P2P Supplier Enablement.

Please note that services are available ONLY to nominated licensed customers of our JAGGAER ONE Source-to-Contract (S2C) & JAGGAER ONE Purchase-to-Pay (P2P) solutions, and their current or prospective Suppliers.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are dependent on issue severity. Full details are provided at:
https://www.jaggaer.com/terms-of-service/saas-applications-support-services-terms/
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 Level 1 support is provided as the first entry point for all new cases, from which cases may be escalated to Level 2 and Level 3. Global Support Service Levels: 24/5 follow-the-sun support is available. Contractual SLAs for Customer care and Bugfix are provided at: https://www.jaggaer.com/terms-of-service/saas-applications-support-services-terms/ It is our policy to resolve any queries/issues as soon as possible following 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 of progress on a regular basis.

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £800 per person per day
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
Return to top ↑