Service Overview
The Seimetrix® service is a cloud-based data visualisation and automated reporting service. We aggregate data from single or multiple client applications and data sources to automate, simplify and visualise management information, KPI performance reporting and data analysis. We combine data architecture skillsets with subject matter expertise across functional areas such as Finance, HR, IT and CRM to create a structured data warehouse with an integrated visualisation layer. The service is ideal for building management information reports rapidly and presenting them in a dynamic, interactive nature to stakeholders.
Information Assurance
The service is operated from UK, ISO27001 accredited data centres and is capable of operating at up to IL2 level. The reporting platform can also be deployed within a private cloud environment to meet a higher level of accreditation. If required, a separate infrastructure can be created per consumer organisation to meet specific security requirements.
Backup/Restore and Disaster Recovery
The service is operated from a UK Tier 3 data centre. Data is backed up every 15 minutes using transactional database backups to minimise data loss in the event of data corruption. Backups are stored securely offsite. Services can be restored within 24 hours from an alternative cloud-based environment.
On-boarding
The on-boarding process involves a number of clearly defined steps:
1.
Agreement and definition of volume of reports, visual controls and data sources;
2.
Definition of security access controls;
3.
Creation of data replication connections/data export;
4.
Publication of reports; and
5.
Creation and testing of exit procedures.
Pricing
The service is priced per report with volume discounts applying based on the number of reports and contracted period. There is an initial, one-off implementation charge to establish data connectivity from client applications to the Seimetrix® cloud-based data warehouse. There is a minimum commitment period and a minimum number of reports per month to reflect the effort in setting up the initial source data connections.
Service charges are outlined in table 1.1 below.
Volume of Reports
1-10
Service Charge
(Monthly £)
500
Minimum Commitment
Period
6 Months
Minimum Report
Volumes
10
Implementation
Charge
Dependent upon
Commercial in Confidence

10-25
25-50
1000
2000
12 Months
12 Months
10
10 number of source data sources – see SFIA for rates.
Dependent upon number of source data sources – see SFIA for rates.
Dependent upon number of source data sources – see SFIA for rates.
Table 1.1 Reporting Service Charges
Implementation Timelines
Implementation timelines are dependent upon the number of visual controls, reports and connected data sources. There are 2 phases to a typical deployment:
1.
Creation of the underlying Microsoft SQL-based data warehouse and application connectivity; and
2.
The application of the data visualisation controls and report generation.
The table below outlines the activities and times for a typical engagement..
Activity
Define service reports and KPI’s
Map visual controls to reports
Customise reporting platform views
Create SQL Data Warehouse
Create local SQL Data Collector
Configure source application connectors
Create reports
Create additional visual controls
Service Management Details
Time
1-10d
2d
2d
1-20d
Resource
Service Consultant
Service Consultant
.NET Developer
Data Architect
2d Data Architect
2d per application Data Architect
1d per 5 reports
2d per control
Data Architect
.NET Developer
Incidents and service requests can be logged via an online portal. This includes the ability to track the progress of ongoing calls and requests. An online monthly service report will be provided per organisation with access to nominated users. This will include:
Service Desk Performance Reports

Volume of tickets logged

Volume of incidents logged

Volume of service requests logged

Mean time to resolve incidents

Fulfilment times for service requests
Commercial in Confidence

Financial Information

Volume of reports generated

Monthly service charges
A nominated client service manager will be aligned to each organisation to deal with adhoc queries; review service reports as required and to process requests for change.
Service Constraints
Reports will be available online 24x7x365, however the service window is defined as 08:00 to 18:00,
Monday to Friday, excluding UK public holidays for the purposes of service availability measurement.
Telephone support is available 09:00 to 17:00 with email and portal support outside of these hours.
Maintenance windows shall be permitted between the hours of 18:00 to 22:00 on Sunday. A minimum of 5 days’ notice shall be given to consumers for planned downtime.
Service Levels including Service Credit Regime
The service is offered with an availability target of 99% between the hours of 08:00 to 18:00,
Monday to Friday, excluding UK public holidays. For unplanned or unnotified outages, a service credit shall be payable on a sliding scale. Availability is measured in terms of the Seimetrix® platform and the ability to access it from a local client device. Availability shall not be measured where connectivity issues apply in terms of the consumer network or the Internet. Availability measurements shall be taken from Service Desk data measuring notified outages by users where the issue is not related to an end user device or consumer or Internet network outage.
Target Service Availability
99.0%
99.0%
Actual Service Availability
95-99%
90-95%
Service Credit Applicable
1% of total monthly fee
2% of total monthly fee
99.0% <75% 5% of total monthly fee
Note: the above service credits are not cumulative i.e. the highest credit only will apply.
Table 1.2 Availability Service Credits
A service catalogue with fulfilment times for report generation will also be agreed with the
Consumer organisation when the type and format of reports has been agreed.
Training
The service provides a managed reporting solution with no configuration required by consumers.
The reports are published in an interactive portal and accessed via a standard web browser therefore no specialist user training is required. A quick reference guide shall be provided as part of the service for consumers. Further awareness training can be provided via a remote session if required, at an additional cost.
Ordering and Invoicing
Consumers can place via the G Cloud order template. A monthly invoice shall be generated in arrears based upon report consumption, electronically or manually. Payment terms are as per UK government guidelines. Payment can be via bank transfer or cheque/draft.
Commercial in Confidence

Termination Terms
Termination can be requested using the online service cancellation form by nominated users. Where a minimum period applies, the remainder of the term shall be billed at the current rate at the time of the termination request.
Data Restoration/Service Migration
Upon termination, Seimetrix® shall agree a data migration schedule to remove consumer data and if required restore it to an alternative location.
Consumer Responsibilities
The service is delivered using Microsoft components. This means that Microsoft Windows and SQL
Server client access licenses will be required for each user device accessing the service. Consumers are responsible for ensuring that the required Microsoft client access licenses are in place. The
Seimetrix® service includes Windows and SQL Server license fees.
Technical Requirements
Platform support
Reports are delivered through industry web browsers using a Microsoft Silverlight plug-in.
Consumers should ensure that Microsoft Silverlight is configured on connecting devices. Supported devices currently include:

Microsoft Windows XP/Windows 7/Windows 8 Desktops and Laptops

Microsoft Windows-based tablets and mobile phones

Apple iMac, Macbook, Macbook Pro and Macbook Air Desktops and Laptops
IOS (iPad/iPhone) devices can be supported using a virtual desktop solution, or through a separate mobile dashboard server. These elements are not included in the cost of the service.
Network Connectivity
Network bandwidth requirements are low for devices/users accessing the service with connectivity provided via an Internet-based SSL connection. Alternatively, the service can be deployed in a private cloud configuration where connectivity is across the internal network.
Data Collector
For a public cloud deployment a Microsoft SQL server collector server may be deployed within the consumer network to provide localised collection of data from consumer systems for secure transmission to the cloud-based data warehouse across a VPN. The VPN software will be provided by the service provider, however the virtual server and Microsoft software will be provided by the consumer.
Trial Service
Commercial in Confidence

A chargeable proof of concept can be delivered to demonstrate the reporting capability of the service. Consumers will only be charged for the implementation costs associated with the proof of concept. No Seimetrix® licenses charges will apply during this trial period. Microsoft client access licenses will still be required for connecting consumer devices.
Commercial in Confidence