Connect Assist Limited

LG Assist Quick Start Package for Oracle Service Cloud

A light yet robust quick start package for Oracle Service Cloud designed specifically for Local Government. This customer management platform with forms enables end-to-end digital self-service processes across a range of service areas. LG Assist provides licenses and implementation in one simple package. Pay nothing for 12 months.

Features

  • Oracle Service Cloud
  • Customer Service
  • Customer Experience
  • Customer Management
  • Core package and optional bolt-on modules
  • e-forms
  • Citizen Portal
  • Digital Self-Service
  • Light Deployment
  • Pay nothing until year 2 when you're already achieving ROI

Benefits

  • Subscription (license), implementation and support in one simple package
  • Light solution and rapid deployment
  • Finance options to suit cap-ex or op-ex budgets
  • Choice of bolt-on modules allows flexibility to suit operational priorities
  • Improve Citizen Experience through joined up end-to end service journeys
  • Improved agent and back-office experience through compliant integrations
  • Single view of customer support
  • Drive channel shift from traditional to digital channels

Pricing

£220 to £602 per user per month

Service documents

G-Cloud 10

910131324393300

Connect Assist Limited

Adam Wilkinson

07725 249660

adam.wilkinson@connectassist.co.uk

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Oracle Service Cloud
Cloud deployment model Private cloud
Service constraints The Local Government Quick Start package for Oracle Service Cloud is for Oracle Service Cloud only. The scope of the implementation is fixed as detailed in the Service Definition Document.
System requirements
  • Windows 7 or later
  • Application averages payload requests range from 1KB - max 2MB
  • .NET Framework Version 4.6.2 to 4.71
  • Internet Explorer 11.0 or Edge 16 installed on workstation

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support operates to four SLAs, Urgent, High, Medium and Low and between the hours of 9am and 5pm Monday to Friday with Oracle support outside Connect Assist business hours.
Urgent: Response within 2hrs and Resolution Target 90% within 9hrs High: Response within 4hrs and Resolution Target 90% within 16hrs Medium: Response within 12hrs and Resolution Target 90% within 24hrs
Low: Response within 24hrs and Resolution Target 90% within 36hrs
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing This is dependent on the functionality of Oracle Service Cloud as this is both the platform supported and the platform used to provide the ticketing for our Support Helpdesk. This functionality is tested on our behalf by Oracle.
Onsite support Yes, at extra cost
Support levels We provide 4 support packages, Gold, Silver and Bronze for full support and Customisation Only support where Connect Assist has customised or extended the platform. Each has commensurate price and SLAs.
- Gold: 20% of annual Oracle Service Cloud license fees - INCLUDED
- Silver: 15% of annual Oracle Service Cloud license fees
- Bronze: 10% of annual Oracle Service Cloud license fees
- Customisation Only: 30% of the cost of customisation based on the day rate and the number of days of customisation provided. We provide 1st 2nd and 3rd line support engineers.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Connect Assist supports users with all aspects of on-boarding and off-boarding from requirement capture and specification through to off-boarding where required.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction On-time export provided by Oracle
End-of-contract process After termination or expiration of the Services under Your order, or at Your request, Oracle will delete or otherwise render inaccessible the production Services, including Your Content residing therein, in a manner designed to ensure that they cannot reasonably be accessed or read, unless there is a legal obligation imposed on Oracle preventing it from deleting all or part of the service environment.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Browser UI used on mobiles - Suitable for agents not suitable for system administrators. Administrators use .Net application on desktop.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Oracle products are tested for accessibility using a variety of techniques including automated tools, expert heuristic review, visual inspection, manual operation, and testing with various AT by both disabled and non-disabled users. We report the outcome of that testing using the Voluntary Product Accessibility Template (VPAT). The VPAT was developed by ITI and GSA to assist Federal contracting officials and other buyers in making preliminary assessments regarding the availability of commercial ICT products and services with features that support accessibility. See Voluntary Product Accessibility Templates for an in-depth discussion of how we use the VPAT, and to locate the VPATs for Oracle products.
API Yes
What users can and can't do using the API Connect REST API (REST API) allows integration with the Oracle Service Cloud platform using representational state transfer (REST) web services.

Connect PHP API (PHP API) is a public API that enables customers and partners to integrate with the Oracle Service Cloud platform using PHP scripts. Connect PHP API is primarily used to integrate with the customer portal.

.NET API is an add-in framework for the Oracle Service Cloud platform that enables customers and partners to build custom .NET components, controls, and applications for the agent desktop.

Connect Desktop Integration (JavaScript API) is a public API that enables customers and partners to integrate data contained on a workspace with a web page that is contained on the workspace.

Connect Web Services for SOAP (Connect Web Services) is a backward-compatible, public API that enables customers and partners to integrate with the Oracle Service Cloud platform..

Connect Knowledge API (Knowledge API) is a public API that enables customers and partners to leverage the Oracle Service Cloud knowledge base from any external application, device, or service where knowledge is needed.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customer Portal look and feel, tools and extensions to the platform.

Scaling

Scaling
Independence of resources Oracle Service Cloud has been designed from the beginning with scalability in mind. It imposes no physical or technical limitations on the total number of concurrent users.
Oracle has experience deploying Oracle Service Cloud in highly available, highly scalable, load-balanced Web server and clustered database server configurations. Oracle has found no limits on the number of agents who can work in the system, and no limits on simultaneous end users. The Oracle Service Cloud hosted solution maintains state-of-the art configurations to help make sure that there are no limitations to the maximum amount of hardware usage.

Analytics

Analytics
Service usage metrics Yes
Metrics types Oracle will provide the customer with access to a customer notifications portal. This portal will provide metrics on system availability for Cloud services purchased under the ordering document. If metrics for certain Cloud services are not available on the customer notifications portal, Oracle will provide metrics on system availability upon receipt of a service request submitted by the customer.
Reporting types Regular reports

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Oracle

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations No
Datacentre security standards Supplier-defined controls
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
  • Other
Other data at rest protection approach Physical access to Oracle cages within data centres controlled via badge and biometric measures. Access Control Lists verified by Oracle support managers. Database encryption at rest option. Backup tapes encrypted.
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 On the most basic level data can exported from Oracle Service Cloud using a simple file (excel,csv etc.), but both real-time and batch data transfer can be automated using Oracle Service Cloud's API.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • HTML
  • Excel
  • XML
  • PDF
  • Tab-delimited
  • Colon-delimited
  • Pipe-delimited

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks IPSec VPN available as an option
Data protection within supplier network Other
Other protection within supplier network Data-in-transit within Oracle internal network is unencrypted. However it is monitored by the McAfee Intrusion Detection System (IDS) for detection of anomalous and/or malicious activity.

Availability and resilience

Availability and resilience
Guaranteed availability Oracle works to meet the Target Service Availability Level, or Target Uptime, of 99.5% in accordance with the terms set forth in the Cloud Service Pillar documentation for the applicable Cloud Service.
Approach to resilience Redundancy is built in to all Oracle Systems. Each site in turn has its own redundancies built in with dual data feeds, backup power solutions and each operated in a N+1 configuration.
Outage reporting Outages originating from from Data Centre are initially reported to Oracle via email to nominated support staff. Customers are alerted via emails from relevant Oracle service team to nominated Customer administrators.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels The customer Admin User and the administrators they create including Connect Assist Support Engineers are granted access to the My Oracle Support (MOS) channel. This enables them to raise Service Requests via the MOS Portal or via phone-call.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 AJA Registrars Ltd
ISO/IEC 27001 accreditation date 26/06/2016
What the ISO/IEC 27001 doesn’t cover All business activities covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Oracle has SOC1 and 2

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Information security policies and processes have been assessed as part of IOS 27001 certification.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The Cloud Change Management process manages the introduction of changes into any Cloud environment and is designed to ensure minimal disruption from planned outages and quick recovery from unplanned outages. Oracle Cloud Operations performs changes to cloud hardware infrastructure, operating software, product software, and supporting application software to maintain operational stability, availability, security, performance, and currency of the Oracle Cloud.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Oracle Cloud follows a vulnerability management process and procedure that includes identification of vulnerabilities, ranking of vulnerabilities by severity, prioritization of vulnerability remediations by severity and re-testing. All changes required by vulnerability remediations follow our standard change management processes.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Oracle have implemented protective monitoring controls in order to oversee how Cloud systems are used (or abused) and to assure user accountability for their use of these services. The controls include mechanisms for collecting log information and configuring logs in order to provide an audit trail of security relevant events of interest.
Incident management type Supplier-defined controls
Incident management approach The Oracle Information Security Incident Reporting and Response Policy details the procedures that must be followed by all Oracle employees should an incident be identified. It includes:
· Mandatory reporting of security events
· Mandatory reporting of security weaknesses
· Assessment and classification of security incidents
· Incident classification and escalation
· Preservation of evidence

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £220 to £602 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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