Netech IT Solutions Ltd

Support service in Cloud

Netech are a technology services organization that manages and supports mission-critical IT environments. We provide IT Solutions to organisations across the UK in healthcare, business, utilities, and many other sectors. We form an expert team of IT specialists who have the knowledge, experience and passion to help organisation achieve excellence.

Features

• Desktop Management
• Help Desk Support
• Cloud Services
• Flexible Service Level Agreements (SLAs).
• Strategic IT Planning
• IT Governance and management design
• IT Operating Model design and review, including SIAM and ITIL

Benefits

• Reliable and dedicated resource
• Experienced independent IT service management consultants
• Control IT Costs
• Bespoke IT service to suit your requirement
• Access to latest IT technologies
• Streamline IT processes across an entire organisation
• Flexible support contracts

£50 to £1,000 a unit

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 sandeep@netechitsolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

229443446885387

Contact

Sandeep Gurjar
0191 267 6766
sandeep@netechitsolutions.co.uk

Planning

• Planning service: Yes
• How the planning service works: We believe in a proactive approach to maintenance and we offer our clients several plans tailored to their needs. Our goal is to prevent downtime, create more efficiency on our clients'​ networks, and save them money. We take business personally and believe in giving back to our clients and the community. By working as a team, we align our services and technology solutions with the goals and objectives of our clients to deliver business value and service that's second to none.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Netech provides training to the organisations to address core end-user training for Microsoft Office 365. Our Office 365 training courses are for beginner, intermediate and advanced levels as well as for upgrades, who want to expand their knowledge in new Office 365 applications. User training services includes training guides for admins and end users. Our training are designed to give Microsoft Office users the knowledge and skills to productively utilise Office 365 in the buyer's environment. Our training course will cover the core functionality of Office 365 encompassing Microsoft Office Web Apps, Outlook, OneDrive, Sites, Microsoft Teams and other Office 365 applications.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our setup and migration services are undertaken by our expert professionals. We understand and appreciate the public sector context and nature of services being provided as well as being technically proficient and conversant with Microsoft Cloud products and delivery methods. Our approach is based on ITIL framework consists of five broad phases Service Strategy • Develop/define a plan to satisfy a mission or business problem. • Identify needed assets. Service Design • Ensure that new or modified services satisfy the changing requirements of the mission or business. • Convert requirements from Service Strategy into designs to meet mission/business objectives. Service Transition • Ensure the new/modified services meet mission/business objectives. • Ensure services conform to Service Strategy and Design objectives. Service Operation • Provides services that meet Service Level Agreements (SLAs). • Manage IT that enables service delivery. Continual Service Improvement • Ensure quality and increase maturity of service provisioning through continual evaluation and improvement Our approach is based on ITIL framework which best business practices for IT Service Management (ITSM) and service delivery. It provides a good baseline of processes to develop and manage IT service delivery across the planning, developmental, implementation and operational phases of a project
• 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: Netech`s objective for Quality assurance and Testing is to ensure that deployed systems and the resulting services meet customer expectations. The goal of quality assurance and Testing is to assure that a service we provide will add value to customers and their business. Netech`s purpose of the Service Validation and Testing process is to: • Plan and implement a structured validation and test process that provides objective evidence that the new or changed service will support the customer's business and stakeholder requirements, including the agreed service levels. • Quality assure a release, its constituent service components, the resultant service and service capability delivered by a release. • Identify, assess and address issues, errors and risks throughout service Transition. • Validate that a service is 'fit for purpose' - it will deliver the required performance with desired constraints removed. • Assure a service is 'fit for use' - it meets certain specifications under the specified terms and conditions of use. • Confirm that the customer and stakeholder requirements for the new or changed service are correctly defined and remedy any errors or variances early in the service lifecycle as this is considerably cheaper than fixing errors in production.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy

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: Service Support is one of two disciplines comprising IT Service Management. We encompasses the support processes necessary to ensure service quality. Our processes manage problems and changes in the IT Infrastructure and are more control-oriented than technical in nature. Our Service Desk is the single point of focus for all IT services clients to request services and report problems. The service desk processes include tracking and escalation procedures. In addition, our Service Desk is responsible for disseminating information to the organization regarding planned outages and/or implementation of changes impacting production services. We have separated our support model into two core disciplines: • Service support, including incident, change, release, and configuration, and service desk management) • Service delivery, including service level, capacity, availability, and financial management, along with contingency planning).

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard response time is within 2 hours Between 7:00 hrs to 22:00 hrs 7 days week and standard response time with 4 hours between 22:01 hrs and 06:59 hrs
• 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: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Any issues reported to us by customers are categorised into one of four levels: Standard, Moderate, High and Critical. We will assess and agree with you the criticality and impact of the issue on your business and assign an appropriate issue level, please see the below examples as indicators of how we will categorise your Office 365 issue if one should arise: Standard - An issue that does not interfere with your business such as a request for a repeat invoice. All non-urgent queries will be categorised as Standard. Moderate - An issue that does not interfere with the majority of features from your Office 365 service such as the service is running slowly. All urgent queries will be categorised as Moderate. High - An issue that results in an interruption to the service such as an inability to upload a document to SharePoint or email delivery issues. Critical - An issue where all users are unable to access the critical Office 365 services, such as total email processing failure – you must make us aware of any such critical situation by phone to avoid delays.

Resellers

• Supplier type: Not a reseller

Staff security

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

Pricing

• Price: £50 to £1,000 a unit
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 sandeep@netechitsolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.