Software as a Service (SaaS) Service Definition Orchard Housing

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Author:


John Doughty


Date:


21/08
/2012


Software as a Service (SaaS) Service Definition

Orchard Housing

Intelligent software

Creating
opportunities

Version:

3
.0


Orchard Housing


Saas Service Definition

Page
1


24/11/2013

Software as a Service (SaaS) Service Definition

Orchard Housing

Version
Control

Version

Description

Who

Date

1.0

Initial version

John Doughty

30/06/2012

2.0

Final Version

Linda Stephenson

1
1
/07/2012

3.0

Update to Final Version

John Doughty

Linda Stephenson

21/08/2012


Contents

1

Introduction

2

2

Service Definition


Orchard Housing

4

2.1

Service Overview

4

2.2

Information Assurance

5

2.3

Backup, Restore and Disaster Recovery

5

2.4

Service on
-
boarding, implementation and off
-
boarding

5

2.5

Service Pricing

6

2.6

Service Management

8

2.7

Se
rvice Constraints

8

2.8

Service Levels

8

2.9

Financial Recompense Model

10

2.10

Training

10

2.11

Ordering
and Invoice Process

10

2.12

Termination Terms

10

2.13

Data Restoration and Service Migration

10

2.14

Consumer/Customer Responsibilities

10

2.15

Technical Requirements

11

2.16

Trial Service

11





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Software as a Service (SaaS) Service Definition

Orchard Housing


1

Introduction

This document provides a detailed definition of Orchard’s SaaS offering for Orchard Housing
,
which provides a
comprehensive

solution enabling Social Housing providers to manage their
businesses effectively
.

Orchard is the leading independent provider of specialist ICT solutions to the Public and
Social Housing Sectors. Continual investment in our products, people and culture
ensures
that innovation and customer experience are two of the cornerstones on which our business,
and its success, is built.

Formed in 1979,
we have

over 30 years’ experience in providing a range of ICT solutions for
the Public Sector.
We have over 150
customers whose organisations are supported by our
extensive portfolio of solutions, which includes
:



ICT services including hosting and managed services



Housing Management



Financial Management



Performance Management



Collaboration Management



Business Intell
igence



Asset and Asbestos Management



Mobile Computing



Document Management
.

As Orchard is an independent company, it does not come under the pressure usually exerted
by institutional or private equity shareholders to maximise short term profits.
O
ur
indepe
ndence is a major advantage as it gives us the flexibility to make decisions quickly and
to adopt a long term strategy for the development of our business.

An example of this
flexibility is our decision to invest an additional £3 million in research and d
evelopment over
the past 5 years
. We are planning to invest a further £2 million over the course of the next
two years
.

Orchard is a successful company and w
e believe our success is a result of:



Our

peopl
e and inherent company culture



First cla
ss products



Proven, l
ong term business partnerships



Unparalleled implementation a
nd project management services



Excellent on
-
going re
lationships with our customers



Visionary strategy.

Our software solutions enable our customers to meet the stringent requirements of B
est
Value

and the new regulatory framework
, with a high emphasis on meeting targets and
monitoring performance.

This is what we stand for …



Integrity

Consistent openness and honesty are the prerequisites for a way of working that is principled,
fair and
ultimately accountable; a way of working that makes positive, lasting relationships.
Actions carried out without integrity have little or no lasting value.


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Software as a Service (SaaS) Service Definition

Orchard Housing



Commitment

Determination, dedication and a continual sense of responsibility are at the heart of our

absolute passion to excel and exceed in everything we do. Nothing truly great was ever
achieved without commitment.



Empowerment

A deep respect for the needs of our customers and a genuine desire to create opportunities
that will help to place individuals
and organisations i
n control of their own destiny.




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Software as a Service (SaaS) Service Definition

Orchard Housing


2

Service Definition


Orchard Housing

2.1

Service Overview

Orchard Housing SaaS is a fully integrated Housing Management solution designed
specifically for Social Housing Providers. The following functions
are included as part of th
e

standard
service

offering
:



Core People and Property Database



Contact Management
using standard Customer Dashboard



Rents and Arrears Management



Responsive Repairs and Gas Servicing



Void Management



Property Lettings



ASB and C
ompla
ints Management



Self Service Portal



Standard Reports



Information Management server enabling ad hoc reports



Standard imports for cash and benefits



Choice Based Lettings property extract



Integral Document Management

Our SaaS offering for Orchard Housing
enables organisations of any size (minimum 500
units) to take advantage of this comprehensive and easy
-
to
-
use solution, that is currently
used predominantly by larger housing organisations (5000 property units and above).

The service is fully hosted in a P
rivate Cloud, which is managed by Orchard and is provided
by IT
-
PS Limited in one of their 3 x Tier 3 datacentres in the Northeast of England.

Orchard
provides a single point of contact for all support incidents and manages them within
predefined service
level agreements.

The service is offered on the basis of a standard configuration, which can be tailored through
training and consultancy services.

The standard service includes standard backup and DR
which are described in the following sections of this definition.

At present, the service can only be accessed by a suitable thin/remote desktop client
(although the client is browser
-
based it currentl
y requires a client JRE plugin). In 2014 the
service will be available
as a zero
-
footprint service
via any device that has a web browser.

The standard service is accessed via the internet, with dedicated communication line
available at extra cost.

Orchard

is continually investing in this solution to ensure that it keeps at the cutting edge of
both technology and the challenges that face the sector (e.g. regulatory framework, welfare
reform, localism agenda etc.). There is also a vibrant and independent us
er group that
informs the product strategy.

Other
optional
modules and solutions available

at additional cost

include:



Business Process Management (BPM)



incorporates form building, dataset definition
and storage, and business process mapping



Systems Inte
gration


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Orchard Housing



Appointments



Planned Maintenance



Direct Works


Direct Labour Management



Service Char
ges



Supporting People



Home Ownership



Homelessness



Resident Involvement



Campaign Management



Asset and Asbestos Management



Corporate EDRMS



Mobile working

2.2

Information

Assurance

All our datacentres are certified to ISO27001 standards, impact level 2 and Orchard
-
ITPS is a
PSN certified provider
.

2.3

Backup, Restore and Disaster Recovery

Our standard offering (included in the subscription fee) covers the following:



Daily
backups with offsite storage (backups will be stored locally for up to 1 week)



Restore: within 4 hours if the backup is less than 1 week old, or within 24 hours



Disaster Recovery: Recovery time 4
-
24 hours

Other options are available at additional cost, inc
luding full replication of systems to an
alternate datacentre.

2.4

Service on
-
boarding
, implementation and
off
-
boarding


Our basic
on
-
boarding

service
relies on the provision of legacy data files and
covers the
following:



Property and People records



Tenancies
(only current tenancies and former tenants with an outstanding balance)



Rent opening balances (no transaction history)



Current r
ent charges

The price for this service is detailed in the pricing section below.

For repairs, we recommend that all open repairs

are completed in the existing system with
new repairs being entered in this system.

The basic service can be extended to include the following, subject to scoping and additional
cost:



Tenancy history



Rent account transition and period balance history



Repa
ir
h
istory



Housing a
pplications


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For service
off
-
boarding
, all relevant data is replicated into the IMS’ SQL server database
which can be readily exported in any required format. Pricing for off
-
boarding data provision is
included in the pricing section bel
ow.

Implementation

consultancy is necessary to ensure that all organisations get the maximum
value out of the service. Implementation consultancy is carried out
either on or offsite
by
qualified personnel, most of whom have worked directly in the housing
sector.

Project
Management is carried out using Prince


qualified practitioners.

Typical project duration is 4
-
5 months, based on our standard configuration and
implementation service.

Our implementation process covers:



Scoping and Project Management


8

days



Common (people and property) configuration of area trees


1 day



Rents


3 days including business requirements gathering and standard interfaces (cash
and benefits), with our standard format rent statement



Arrears


1 day based on our standard arrea
rs sequence



Void Management
-

1 day based on our standard voids sequence



Lettings


2 days based on a straightforward single lettings policy, with no automatic
calculation of bedroom and overcrowding requirements



Repairs


3

days



Community Action (ASB)
and Feedback Manager (Compliments and Complaints)


4
days for standard implementation



Training


10 days



Configuration Service


10 consultancy credits (see pricing section)

The following additional services are available, subject to scoping and additiona
l cost:



Additional on
-
boarding services such as import of repairs history data



Interfaces/integration with other systems (such as Financial Management systems)



Configure Non
-
standard rent templates



Configure Non
-
standard arrears sequences



Configure Non
-
sta
ndard void sequence



Configure complex lettings policy



Services associated with implementing non
-
standard service modules (such as BPM)

2.5

Service Pricing

All pricing quoted excludes VAT at the prevailing rate and expenses (where applicable).

The standard subs
cription price for the service is
75
pence per property per month
. This is
based on the following:



A
property

is defined as any habitable property that the organisation owns, m
anages or
provides services for



The minimum monthly subscription is 500 proper
t
ies (i.e. 500 x
75
p
per month)



Up to 10,000 properties; pricing for more than 10,000 properties is
available on
application



Any number of blocks, garages and non
-
habitable properties c
an be managed using the
service


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Orchard Housing



A minimum initial contract period of 12
months is required. Following completion of this
initial contract period, the contract may be terminated by either party on 90 days’ notice



A maximum limit of 10 concurrent users per 1000 properties



if more concurrent users
are required then the subscription based on the number of properties would need to be
increased accordingly (i.e. if an additional 10 users is required then an additional 1000 x
75
p
per month would be payable)



Maximum hosting sp
ace of
50GB

per 1000 properties
; additiona
l storage can be
purchased at £2
00 per 100GB per year



Connectivity
to the service
via the internet
; (dedicated line options available at additional
cost)



Subscription can be paid
monthly,
quarterly or six monthly i
n advance
as required
.

The monthly subscription price includes:



The modules described in 2.1 as the
standard
service
offering



Hosting with standard backup, restore and disaster recovery service



Application support with access to service desk during
Normal
Business Hours (as
defined in the Orchard SaaS Agreement which will comprise part of any Call
-
Off
Agreement reached under the Framework Agreement)



Up to 2 service packs and 4 patches/service pack per annum, which will include new
releases of software, new

functionality and bug fixes

The monthly subscription price does not include:



On
-
boarding, off
-
boarding, implementation, training and project management services



Use of additional modules and functionality not covered by the standard service

Services

Subje
ct to scoping and detailed discussions, the following services would be required, as a
minimum, to implement our standard service:

Description

Days

Project Price

On
-
Boarding Data Conversion service

n/a

£5,000

Project Management and Project Scoping

8

£6,000

Implementation Consultancy

1
5

£9,
750

Training

10

£6,500

Credit based consultancy service (10 x 2 hour
credits)


£2,000

All service days are invoiced as they are used. Orchard would be willing to consider
increasing the subscription price to incl
ude these services, on the basis of a minimum 3 year
fixed term contract.

Our off
-
boarding data extraction service is price
d

as follows:

Off
-
Boarding Data Extraction service

2

£1,100


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2.6

Service Management

Service Management is delivered by a comprehensive
team including a Service Manager,
Customer Services (1
st

and 2
nd

line Support), application 3
rd

line support, ICT technical
consultants, ITPS 1
st
, 2
nd

and 3
rd

line support.

Orchard offers a s
ingle point of contact via its Customer Service D
esk.
Incidents
can be
raised via the Customer Service Desk during Normal Business Hours (as defined in the
Orchard SaaS Agreement) or at any time via email or the web. As part of the standard
service, incidents are only resolved by the Support Desk during the hours spec
ified in the
r
elevant Service Level Agreement.

Orchard is a proponent of ITIL as a best practice methodology for delivering and supporting IT
services. Over 30 members of staff are either holders of ITIL qualification or have received
ITIL training.

We h
ave also recently replaced our incident management system with our own
CRM product, which provides better support for the ITIL disciplines.

2.7

Service Constraints

Maintenance Windows

Under the standard service, all maintenance would be carried out before 9am
and after 5pm,
and at weekends. This includes datacentre maintenance and software upgrades.

A minimum of 5 working days’

notice will be given.

Orchard reserves the right to make
emergency changes with
out

notice.

Level of Customisation

Some customisation
is permitted on the standard configuration. The consultancy credits
service is provided as part of the services detailed in 2.5 to provide assistance with
configuration changes.

Schedule for deprecation of functionality/features

It is extremely rare for f
unctionality and features to be deprecated and there are none
planned. In this event, Orchard will give at least 6 months’ prior notice.

2.8

Service Levels

S
ervice level details are based
on
our standard service, accessed via the internet and
therefore
exclude performance and availability constraints which are beyond our control.

Performance

For at least 90% of the time, logins to the service (particularly the first login after server
reboot) should complete in 20 seconds or less, screen presentations in

5 seconds or less

(dependent on the transaction type). Simple searches/processes should complete in 1
second or less, medium searches/processes in 3 seconds or less and large/complex
searches/processes in 5 seconds or less.

Performance cannot be guarante
ed when accessing the service via the internet.

Availability

As a minimum, the standard service will be available for 99% of the time between the hours of
9am and 5pm Monday to Friday, excluding public holidays.

With the exception of planned
maintenance,
the service will be available (but not guaranteed) on a 24x7 basis.


Orchard cannot guarantee availability of the world wide web, particularly if the internet is used
to access the service.


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Support Hours

The Support Desk is available from Monday to Friday

9.00am to 5.00pm, excluding English
public holidays and 9.00am till 12.45pm on the last working day before the Christmas Day
public holiday and the New Year’s Day public holiday. Incidents can be raised outside of
these hours via email or the web, howeve
r incidents will only be resolved during supported
hours.

Technical assistance outside the above hours can be provided by prior arrangement with
reasonable notice, as an Additional Service.

Procedures

The Support Desk procedures to be followed by the Custo
mer and by Orchard are
documented in detail in our Support and Maintenance User Guide.

Each Incident will be assigned a priority and dealt with by Orchard acting reasonably in
accordance with the Priority Levels and Response Times.

Priority Levels and Resp
onse Times

Priority


Response
Time

Resolution Time

0


Critical

System
-
wide failure, whereby
substantially all business
-
critical
processes are non
-
functional

Failure of Hardware issues will be
reported to the support provider (as
specified in the relevant

hardware
SLA) within 30 minutes

30 minutes

4 hours, unless process
to resolve necessarily
takes longer than 4
hours.

1


High

Specific business
-
critical process is
non
-
functional.

1 hour

1 working day

2


Standard

Specific process non
-
functional or
producing errors

1 working
day

7 working days

3


Low

Advice/Enquiries

Minor process(es) non
-
functional


5 working
days

10 working days, or as
agreed between
Orchard and the
Customer

‘Response’ means a response by the Support Desk to the Support Contact
by telephone or
email, acknowledging that the Incident has been accepted by Orchard, that procedures have
been initiated, giving the Support Contact the priority which has been assigned to the Incident
and providing an initial analysis.

‘Resolution’ means
the identification and provision of a fix within the ‘Resolution Time’ set out
above or the identification of a work
-
around that can be implemented by the Customer until
such times as a permanent solution is delivered.

Escalation

Orchard will escalate an I
ncident at the request of the Customer, provided that the Customer
has reasonable grounds for dissatisfaction with the level of service which it has received.


The
practical steps are set out in the Support and Maintenance User Guide.

Downgrading

Orchard m
ay downgrade the priority of an Incident subject to the Customer’s prior agreement.


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Reclassification

Orchard may reclassify any Incident as chargeable and provide Additional Services at any
stage, acting reasonably, if the services required fall outside th
e scope of this SLA.


Orchard
will notify the Customer that the Incident has been reclassified as chargeable and will obtain
the Customer’s prior consent before providing Additional Services.

In the event that the Customer genuinely disputes any reclassifi
cation of any Incident, then
the parties shall escalate the matter in accordance with the dispute resolution procedures
detailed within this Agreement.

Reporting

The Customer may obtain up to date information on the progress and status of Incidents
using t
he support link on Orchard’s web
-
site:
www.orchard
-
systems.co.uk
.

2.9

Financial Recompense Model

There is currently no financial recompense model available as part of the standard service
offering.

2.10

Training

10
days training is recommended as part of the standard service implementation. Training

is
typically carried out on a ‘
train the trainer


basis.

2.11

Ordering and Invoice Process

The subscription fee becomes payable on receipt of a signed purchase order and agre
ement.
The subscription fee will be billed monthly, quarterly, six monthly or annually, in advance, as
agreed with the customer. Invoices are payable within 30
days.
An annual statement of
payments will be produced at the end of each 12 month period.

2.12

Term
ination Terms

For our standard service and agreement, the agreement will run in perpetuity until 90 days’
notice is given to terminate.

In the unlikely event that Orchard chooses to terminate the service completely, Orchard will
provide at least
90 days’

n
otice.

2.13

Data Restoration and Service Migration

These are covered in sections 2.3 and 2.4 respectively
.

2.14

Consumer/Customer Responsibilities

These include (but are not limited to) the following:



Provision of legacy data files for data on
-
boarding service



Respo
nsible for running processes to (for example) raise the weekly debit



Provision of a suitable network access capability



Provision of appropriate thin client software



Must follow our Incident and Change Management processes



Must notify us of authorised suppo
rt users (primary and secondary contacts in
the
organisation that can raise incidents, receive communications etc.)



Must notify us of changes in property count (e.g. if the organisation acquires, manages o
r
builds additional properties)



Any other responsib
ilities defined in our agreement terms and conditions
.


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2.15

Technical Requirements

As described in 2.14, the minimum technical requirements are appropriate thin client/remote
desktop software and a connection with as low

a

latency as possible. Bandwidth and la
tency
should ideally average 50kb per second per user.

2.16

Trial Service

It is not possible to trial this service, although controlled access to a demonstration
environment can be provided.