Capita Business Services Limited

UNIT4 Agresso Business World / Student Management (Trustmarque Capita)

Unit4 works with Public sector organisations worldwide. Unit4 can manage your entire services operation in a single, integrated, cloud ERP suite. Our solutions are designed around the people who use them, they're quick to roll out, a joy to work with, fast to deliver real benefits and easy to change.

Features

  • Full coverage of ERP for Public Sector and Education Sector
  • Full suite of Student Management Solutions
  • Mobile Applications available
  • Support for Collaboration
  • Comprehensive Integration capabilities
  • Securely Accessible from anywhere
  • Industry Good Practice Business Processes
  • Trustmarque Services, Part of Capita (Agresso UNIT4)
  • Integrated Reporting Tools
  • Agresso UNIT4

Benefits

  • Total Low Cost of Ownership
  • Trustmarque Services, Part of Capita (Agresso UNIT4)
  • Ability to adapt to Business Change
  • Sector Specific Functionality
  • Upgrade Elasticity
  • Ease of Access
  • Change when you change
  • Public Private Cloud options

Pricing

£7.59 to £211.00 per person per month

Service documents

G-Cloud 9

757427542914142

Capita Business Services Limited

Capita Business Services Ltd

0870 240 7341

capitaconsultingtenders@capita.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Dependent on customer requirements which will define the solution provided.
System requirements
  • Implementation will be coordinated by a Trustmarque TDA
  • Connectivity to our secure private network.
  • Options for connectivity to PSN/N3 networks are also available
  • Please see Service Definition for further details.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Targets are measured and reported monthly across the entire hosting platform
Calls answered within 20 seconds >=80%
Calls answered within 60 seconds >=90%

P1 Incidents, response within 30 mins, 95% resolved within 4 working hours.
P2 Incidents, response within 60 mins, 95% resolved within 8 working hours.
P3 Incidents, response within 4hours, 95% resolved within 8 working hours.
P4 Incidents, response within 4 hours, 95% resolved within 3 working days.

Includent management, escallations and Emergency operations are described further in our Service Definition Document.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Unit4 Customer Support is the single point of contact for all Service issues regardless of type of issue. Unit4 Support and Operations activities: • Deploy solution updates. • Management and maintenance of all infrastructure. • Network connectivity of Unit4 SaaS to public internet. • Back-up and disaster recovery. • Security of application operating environment and infrastructure. • Monitoring of application and infrastructure. • Performance tuning. • Trouble-shooting and resolving issues, both customer-initiated and those raised by monitoring alerts. • Database copy between environments upon request, e.g. Production to Preview. Unit4 provided a Fully Managed ERP Solution hosted as a SaaS Service on the Microsoft Azure Cloud. Incident logging and escalation for Unit4 Cloud is carried out through the Unit4 UK service desk and can be done via telephone (9am – 5pm) email or customer support portal both of which are available 24 hours per day. Incidents will be logged by the customer suitable trained named individuals who will set a priority based upon system and business variables. Once logged unit 4 will progress these to resolution within the target response and resolution times for the given SLA. An Account Manager is provided for all Unit4 Customers.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training can be provided as a mix of “Train the Trainer” and eLearning techniques. Unit4 will ensure a customer’s super users are provided with sufficient training to be able to conduct a detailed User Acceptance Testing session, and have a thorough understanding of all aspects of the solution including the relevant knowledge for creating user defined reports. The Unit4 training will also ensure that customers have sufficient capabilities to support their own System Administration going forward into and beyond Go-live. This training will be a combination of hands on and classroom/elearning training for project team. There is also functionality with in the product to assist in supporting end users such as the Knowly experience pack which allows both Super users and Individuals to make notes on tasks and actions on specific screens. System documentation is supplied in pdf format in line with government open document standards.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Upon final exit Unit4 will export the final copy of the Production Database to a Unit4 controlled Azure storage location. The export will be in a format usable with the latest version of Microsoft SQL Server. Customers can manually download this export from this location. Unit 4 will maintain a secure read only copy of the Authorities production environment including database for a period on 1 month post exit, this copy will then be deleted unless the Authority informs Unit4 otherwise. Customer responsibilities for this additional service offering include: • Customer access responsibility – control who has permission to download the export • Ensuring data privacy during and after download • Establishing, monitoring and managing the download process • Restoring or importing the export once downloaded • Licensing, operating and installing in the customer’s IT infrastructure any applications that will be used in the retrieval process and subsequent use of the export
End-of-contract process Upon any termination of the Agreement Unit4 shall, provided that it has received a request in writing from the Customer no less than 3 months prior to the scheduled termination date, continue to provide the Software Service to Customer under the same terms for a transitional period of up to six (6) months. Access to the Software Service during the Transition Period will be subject to the fees set out in the applicable Call Off Agreement, prorated on a monthly basis and payable in advance, based on the annual fees charged to Customer for the Software Service during the twelve month period immediately preceding the termination date plus an additional ten percent (10%). During the Transition Period, Unit4 will provide cooperation and assistance as Customer may reasonably request to support an orderly transition to another provider of similar software, services, or to Customer’s internal operations. Such cooperation and assistance will be limited to consulting regarding the Software Service and will be subject to a fee based on Unit4’s then-current rates for Professional Services and such services will be set out in an Call Off Agreement.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile service accessed through propriety apps or HTML5 rendered browser. Limited number of transactions still require full desktop client typically high volume transactions.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Service interface testing
Testing has been done with assisted technologies such as Dragon Dictate.
API Yes
What users can and can't do using the API Unit4 Business World Web Services provide a way of processing data, in a secure manner adhering to modern industry standards, but requiring some technical expertise. Unit4 Business World Web Services include options to create and maintain Absences, Applicants, Employee balances, Commitment transactions, Customer master maintenance, Document archive, Employments, HR maintenance, Masters and Attributes, Payroll transactions, Planner transactions, Position master file, Project master file, Rates register, Resource master file, Supplier master maintenance, Timesheets, Travel expenses, User status and maintenance, Value Reference Rates, Workflow. Where a Web Service is not yet exposed, ACT (Customisation Tool can often be used to modify or expose new Web Services. Within Unit4 Student Management, Unit4 recognises that there will always be a need to interface to other systems including learner management and financial management systems and there is a rich web services API layer to provide full Integration with third-party applications with minimal IT support. The API provides the ability to get or insert/update/delete any data element and can invoke actions (e.g. run a report, send an email etc).
API documentation Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Unit4 products are highly configurable through the application itself, so very few of our customers find a need to customise the solution. ACT is a customisation tool that is only available to Unit4 Integration consultants to increase the functionality of Unit4 products.

Scaling

Scaling
Independence of resources In Unit4 Cloud, processing resources are shared, but Unit4 monitors and leverages elastic resourcing to ensure all get sufficient to meet the SLAs, and to handle activity peaks. Azure provides the first level of network separation, upon which Unit4 adds further isolation using VNETs. In a Dedicated service model a dedicated VNET is provided so all available network bandwidth is dedicated to a single customer. Unit4 customers always have a dedicated database to ensure data separation. In a dedicated cloud processing resources are also dedicated to a single customer, and an option of VPN and ExpressRoute connectivity.

Analytics

Analytics
Service usage metrics Yes
Metrics types Please see Service Definition Document
Reporting types Regular reports

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold UNIT4 Agresso

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach User can export their data in a variety of formats including .xls, .csv, or xml.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XML
  • Direct to .XLS
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • .XML
  • Direct from .XLS

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Unit4’s service availability commitment for any given calendar month is that the Production Service will be available at least 99.8% of the time. Service Availability is calculated per month as follows: Total time - Service Outage divided by total time times 100 = greater than 99.8% “Service Outage” means the time (in minutes) that the Production Service is unavailable (as measured in accordance with this Section A, paragraph 1) in any month, but excludes any unavailability for those reasons set out below under the heading “Exclusions”; “Total Time” means the total number of minutes in any month; Exclusions Unit4’s service availability commitment excludes any unavailability for the following reasons: • Planned Maintenance; • Unplanned Preventative Maintenance; • failure of any circuits or connections provided by third party telecommunication providers or common carriers; • failure of any external internet service provider or an internet exchange point; • acts or omissions of the Customer or any Users permitted to access the Production Service; • behaviour of Customer applications, equipment or managed operating systems; • Force Majeure events (as described in the SMA).
Approach to resilience Please see Service Definition Document
Outage reporting Notified by Service Desk / Auto Alert notifications

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Other
Other user authentication User authorisation process will be established and followed as part of service take-on.
Access restrictions in management interfaces and support channels Access to administrator functions are restricted, only being available to those individuals that have been granted permissions.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 24/02/2017
What the ISO/IEC 27001 doesn’t cover Anything NOT mentioned here: Information Security relating to hardware, software, networking, paper documentation, personnel and supporting media for client facing information, client owned and supplied information, remote access, internal and data processing facilities. The management of 3rd Party Service Providers. In accordance with the Statement of Applicability version 4.0.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification We maintain and host PCI DSS compliant solutions
PCI DSS accreditation date NA
What the PCI DSS doesn’t cover NA
Other security accreditations Yes
Any other security accreditations
  • Cyber Essentials
  • N3
  • PSN
  • ISO22301 (Continuity and Data Recovery)

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Please engage Trustmarque for full details of our approach to Security Governance and Policies.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Please engage Trustmarque for full details of our approach to Change Management.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Please engage with Trustmarque for full details of our Vulnerability Management processes.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Please engage with Trustmarque for full details of our Protective Monitoring process.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Please engage with Trustmarque for full details of our Incident Management Process.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £7.59 to £211.00 per person per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑