Nexus Open Systems Ltd

Nexus UC Assurance

Nexus Unified Communications (UC) Assurance provides assured technical support for Microsoft Teams, Skype for Business and Lync environments. UC Assurance helps you to maintain and support your vital communication systems, a critical part of your business which is often complex and requires a rapid response to ensure you’re always connected.

Features

• 1-hour response Service Level Agreement for critical issues
• Support for your entire Unified Communications platform
• Delivered 8am to 6pm Monday to Friday
• Critical fault escalation to Microsoft Product Support Services
• Proactive monitoring and enhanced reporting of your UC infrastructure
• Remote environment health checks and reports
• AudioCodes and Ribbon Enhanced Media Gateway Support
• Remote patch management for UC platform and Media Gateways
• PSTN carrier support with either ISDN or SIP vendors
• Remote configuration changes

Benefits

• Comprehensive support package from an experienced Systems Integrator
• Rapid response to ensure you’re always connected
• Reassurance and peace of mind your investment remains protected
• Regular proactive monitoring prevents issues causing service degradation
• Single point of contact to liaise with vendors regarding issues
• Use of best practice guidelines ensures maximisation of investment
• Platforms remain up to date with latest fixes and features
• Savings associated with utilising our resources rather than yours
• Microsoft Gold Partner with extensive Unified Communication solution experience
• Certified Microsoft Unified Communications Support Engineers

£695 a server a year

• 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 stuart.wilson@nexusos.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

230010664035785

Contact

Stuart Wilson
01392 205095
stuart.wilson@nexusos.co.uk

Planning

• Planning service: Yes
• How the planning service works: Microsoft Teams and Skype for Business Planning Services from Nexus can help your organisation evaluate and plan your cloud based Microsoft Teams and Skype for Business implementation.; ; Nexus can help organisations with the first phase of any unified communications project by offering consultancy and analysis services to define business requirements and goals, assess the infrastructure and design a flexible architecture.; ; Microsoft Teams and Skype for Business can resolve many different business challenges. Our qualified and experienced Microsoft Teams and Skype for Business consultants can help organisations to plan and manage entire projects or simply assist in-house IT teams to identify their approach and strategy. We can outline all of the computer hardware, data storage, software licensing, development, hosting and deployment services which organisations might need to meet their objectives.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Teams
  • Microsoft Skype for Business

Training

• Training service provided: Yes
• How the training service works: Investment in IT can be rendered useless if your employees are not equipped with the correct skills to utilise the technology. We can customise our Microsoft Teams and Skype for Business deployment and training programmes to suit the operational and budgetary restrictions of any organisation.; ; We know how critical it is to have stable IT systems that integrate with your day-to-day business processes. Efficiency is an essential part of a successful organisation and it's a proven fact that effective Microsoft Teams and Skype for Business unified communications training not only equips individuals with the skills to be more productive, but also promotes confidence and loyalty. Your most valuable asset is your skilled workforce.; ; Nexus offer IT training courses and certification programmes catering for Microsoft Teams and Skype for Business engineers, designers, developers, administrators and end users.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft Teams
  • Microsoft Skype for Business
  • Microsoft CloudPBX
  • Microsoft Phone System

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Nexus employ a team of Microsoft Teams and Skype for Business-certified engineers, consultants, training instructors, developers and project managers who can help you to plan the migration of telephony services to the cloud utilising Microsoft Teams and Skype for Business and any related technologies.; ; We can take care of your entire Microsoft Teams and Skype for Business migration, installation or upgrade project whether it’s on-premises, in the cloud or a hybrid deployment — or simply provide assistance, training and technical advice.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Teams
  • Microsoft Skype for Business
  • Microsoft CloudPBX
  • Microsoft Phone System

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Best practice configuration, quality assurance and performance testing are at the heart of the deployment services Nexus provide for Microsoft Teams and Skype for Business.; ; When Microsoft Teams or Skype for Business is installed and configured correctly, it can scale to power feature communications and collaboration solutions for small- and medium-sized organisations to the largest of international global brands.; ; Through industry recognised training and certification, combined with real-world deployment experience, our Microsoft Teams and Skype for Business team can pass on the latest best-practice configuration and deployment methodology to make your Microsoft Teams or Skype for Business project delivers positive outcomes and results.

Security testing

• Security services: No

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: Nexus UC Assurance provides assured technical support for Microsoft Teams and Skype for Business environments. We understand the importance your UC infrastructure has in the day-to-day operation of your business, and the potential impact that faults or a degradation in service can have. We’re here to help you maintain and support your vital communication systems, a critical part of your business which is often complex and requires a rapid response to ensure you’re always connected.; ; UC Assurance is available as two distinct service packages:; ; UC Assurance for IT Pros is great for organisations who have the skills and resources to maintain a UC infrastructure, but want the reassurance of proactive monitoring and 1-hour SLA support.; UC Assurance for Business adds extra support for carrying out maintenance and configuration changes, in case you don't have the time or skills in-house.; ; 1-hour response SLA for critical issues; Support for your entire UC platform; Delivered 8am to 6pm Monday to Friday; Critical fault escalation to Microsoft PSS; Proactive monitoring for your UC infrastructure; Remote environment health checks and reports; Enhanced Media Gateway Support; Remote patch management for UC platform and Media Gateways; PSTN carrier support either ISDN or SIP vendors; Remote configuration changes

Service scope

• Service constraints: Delivered 8am to 6pm Monday to Friday (24/7 Option available); Remote environment health checks and reports; Remote patch management for UC platform and Media Gateways; Remote configuration changes

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Not documented
• Support levels: Support Levels: Basic - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal. Standard - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting. Advanced - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting; Annual IT Strategy; Monthly Remote Health Checks; Proactive Monitoring & Alerting; On-site Support. Support cost: Pricing is dependant on customers infrastructure and environment A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2012
• Government security clearance: Up to Security Clearance (SC)

Pricing

• Price: £695 a server a year
• 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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.