Surevine

Deep support: Secure collaboration technology

Secure collaboration technology deep support gives you unique access to core platform developers, enabling us to expedite bug-fixes and resolve security vulnerabilities at your pace, and ensure your requirements get reflected in product roadmaps. Surevine’s approach to deep support is different because it’s founded on our sustainable approach to development.

Features

  • Unique access to the core platform developers
  • Security enhancements implemented as soon as they become available
  • Proactive and vigilant security monitoring of open source projects
  • Expedite bug-fixes and resolve security vulnerabilities at your pace
  • Have your requirements reflected in open source project roadmaps
  • Expedite resolutions to your issues from open source communities
  • Enable your engineers to be co-creators, not just partners
  • Personalised reporting to get the best of your investment
  • Service managed through same smart, collaboration systems we deliver
  • Support your engineers extending and innovating on the technology

Benefits

  • Strengthen the skills and knowledge of your internal people
  • Plan for integrating releases and advances in collaboration technology
  • Keep updated on your issue and engaged in real-time
  • Ensure your investment isn’t jeopardised by poor service issues
  • Benefit from proactive not reactive support
  • Independent support; unrestricted by vendor certification or partner programmes
  • Credit model allows for budgeted and predictable costs
  • UK based support with 24x7 options
  • Support from UK Government Security Cleared Engineers
  • Deep support service works seamlessly with any Service Desk

Pricing

£160 to £200 a person an hour

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@surevine.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 8 4 8 6 3 9 7 4 6 4 8 6 3 5

Contact

Surevine Commercial team
Telephone: 0845 4681066
Email: tenders@surevine.com

Planning

Planning service
Yes
How the planning service works
We will work with you to identify the sensitivity of your data and the threat model, and so identify the best fit hosting, security, and support design to keep your data safe.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
We can provide a full suite of application and platform training for our supported systems. This includes:
Community Management
Basic application administration
First line support / helpdesk
System administration
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We can help you analyse the information architecture of your current services, design an information architecture for your new service, and to assess the feasibility of migration.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
All software releases go through user acceptance testing and security testing.

We proactively monitor your systems to maintain sufficient system resources, and can scale to maintain performance.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
CREST

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
For our services, we offer on going support that can range from remote 3rd line expert application support for your first and second line support engineers through to a fully managed service on your private cloud or the public cloud. We adopt a ITIL based service-strategy, -design, -transition, -operation, and -improvement.
- Incident Management
- Event Management
- Problem Management
- Request Fulfilment
- Access Management.

The range of applications that we support include: Threatvine, Jive, and Alfresco, and we manage UK cloud infrastructure suitable for holding OFFICIAL SENSITIVE information assets. Our team of cleared engineers is able to work with you onsite to resolve application and platform problems on your high-side estate.

Service scope

Service constraints
Our day to day support services are typically provided off-site working remotely, but our engineers can work on-site when needed.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is provided Monday to Friday during standard business hours. Standard support response times: 1 business day. Higher SLAs are available by request.
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
9am to 5pm UK Business Days, service fulfilled by email, ticketing system, or phone. Our current response and fix times are outlined below. P1: 1 hour / 4 hours P2: 2 hours / 8 hours P3: 8 hours / 16 hours P4: 8 hours / 8 days With each support agreement you will receive a named technical account manager

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£160 to £200 a person an hour
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@surevine.com. Tell them what format you need. It will help if you say what assistive technology you use.