OGEL IT LTD

Technical Assurance, Support & Escalation Services

We provide a technical escalation service giving our customers the peace of mind that they have access to experienced support personnel to assist with the more complex issues that may arise during day to day service operations.

Features

  • Access to experienced technicians
  • UK based and security cleared staff
  • Online portal and telephone support
  • Remote access tools
  • Support for Microsoft products & services
  • Support for Fortinet, Aruba, Rukus(Brocade) & Cisco products & services
  • Support for other third party products and services
  • Escalation to vendor support
  • Technical Assurance, Technical Design Authority, Technical Strategy & Architecture

Benefits

  • Flexible based on included services
  • Reduced costs compared with maintaining capability in-house
  • Peace of mind for internal staff
  • Reduced business risk
  • Support from a Microsoft Gold Partner and CSP

Pricing

£80 an instance a month

  • Education pricing available

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 gcloud@ogelit.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 7 7 9 2 5 9 7 7 4 1 1 5 9

Contact

OGEL IT LTD Sam Newman
Telephone: 01438 567551
Email: gcloud@ogelit.com

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
Our technicians can provide remote and onsite training sessions for internal staff to help improve their capability.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We provide a review of your existing environment to understand the systems and processes in place as part of the on boarding process. We also provide access to technical resources to review and assess the performance and stability of existing systems to advise on how they can be improved.

Security testing

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

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
We provide support across a wide range of software and services. Our primary expertise is within the full Microsoft suite of products as a Gold Partner however we also provide support for many other products and services such as: Fortinet, Palantir, OpenHR, QNAP, Symantec, Amazon, ZScaler and Cisco.

Service scope

Service constraints
This service does not include first contact services for end users or initial triage services, it is expected these are delivered internally or via a service integrator or managed service desk. We work closely with existing technical support teams and functions to extend the breadth and depth of their capability by proving them with an escalation service. We can offer first contact services through our Service Desk offering.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard support hours are 9-5 Monday to Friday. Support outside these hours can be provided at additional cost.
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
//Level 1 - Initial response within 1 hour : Business critical incident that impacts all users
// Level 2 - Initial response within 4 hours : Medium impact incident that affects a single business unit or group of users (>25)
// Level 3 - Initial response within 2 working days : Minor impact incident that affects a single user, not business critical
// Level 4 - Initial response within 5 working days: No impact to users

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Microsoft, Fortinet, QNAP

Staff security

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

Pricing

Price
£80 an instance a month
Discount for educational organisations
Yes

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 gcloud@ogelit.com. Tell them what format you need. It will help if you say what assistive technology you use.