Intercity Technology Limited

Cloud Orchestration Services

Intercity's Cloud Orchestration Service allows the use of programming technology to manage the interconnections and interactions among workloads on public and private cloud infrastructure. It connects automated tasks into a cohesive workflow to accomplish a goal, with permissions oversight and policy enforcement. It gives customers a window into their Cloud.

Features

  • Provision VMs, containers and storage
  • Build VM images, apps and blueprints
  • Implement approvals processes
  • Auto-generate reports on inventory, cloud usage and cost
  • Configure apps and blueprints
  • Create, modify and delete users
  • Monitor and take remedial action

Benefits

  • Quantify your VM base
  • Rightsize to minimize VM wastage and avoid exhaustion
  • Take back control of your VM estate
  • Access over 80 apps, including DevOps tools
  • Auto-generated rules-based guidance
  • Single itemized invoice for multi-cloud estate
  • In-house Project Management team - APMP qualified
  • Helpdesk, 24 hours, 7 days a week
  • ISO27001:Information Security Management Accredited
  • NPS score +50:High customer satisfaction

Pricing

£1,150.00 a unit a year

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

Framework

G-Cloud 12

Service ID

2 4 0 1 1 4 6 2 3 4 7 4 9 6 0

Contact

Intercity Technology Limited Elise Sheridon
Telephone: 0330 332 7933
Email: tenders@intercity.technology

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
Available directly from Morpheus Data.
Training is tied to specific services
Yes
Services the training service works with
  • AWS
  • Azure
  • Azure Stack
  • Google Cloud
  • Hyper-V
  • Morpheus
  • SCVMM
  • VMware
  • VCenter
  • VCloud Director

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
The service enables users to orchestrate private and public clouds from a single pane of glass. It includes the capability to migrate between hosts.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • AWS
  • Azure
  • Azure Stack
  • Google Cloud
  • Hyper-V
  • Morpheus
  • SCVMM
  • VMware
  • VCenter
  • VCloudDirector

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We define three service tiers - Tier 0, 1 and 2 - corresponding to self-service, assisted services and managed services.
- Tier 0 is self-administered, with dashboards, reporting and guidance. It provides a single pane of glass view of the managed environment.
- Tier 1 adds routine and frequently-conducted tasks, including creating and managing VMs with our assistance as required. It includes Tier 0.
- Tier 2 adds complex tasks conducted from time to time, including adding network resources such as load balancers and storage; tasks we conduct. It includes Tiers 0 and 1.

Service scope

Service constraints
Tier 1 (assisted) and Tier 2 (managed) services are provided remotely.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support available 24x7x365 via our Network-Operations-Centre. Emails have 2hour response target. For high severity incidents escalation by telephone is advised to customers, calls answered by a human in 30seconds (PCA30).

Customer portal uses prioritisation system determining 'First-Response-SLA', 'Update-SLA' and 'Resolution-SLA' times targeted.

P1 (highest priority/most severe/service down') have 30minute 'First-Response-SLA' target, hourly updates (Update-SLA) and target resolution of 4hours for service restoration (Resolution-SLA).

Ticket Priorities graded 1 to 4 - (TicketPriority/First-Response-SLA/Resolution-SLA)

P1-30minutes-4hour
P2-60minutes-8hour
P3-2hour-24hour
P4-4hour-48hour

We also provide a faster 15minute first response SLA for an uplift in cost.

Portal can support 'manual' accessibility standards via web-coding the interface accordingly.
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
Support hours are 24x7x365.
 
Support is included within the service and is provided by our 24x7x365 Network Operations Centre, providing end-to-end service support
 
* Engineering Tiers 1 and 2 are provided 24x7x365
* Engineering Tier 3 provided 7am - 7pm, Monday - Friday (Extended Business Hours)
* Engineering Tier 4 (Operations Specialist) provided 9:00am - 5:30pm, Monday-Friday.
* Tiers 3 and 4 provide 'Out-of-Hours' support escalations via an on-call rota
 
Full vendor/manufacturer support is in place for platform/infrastructure issues to ensure service availability
 
Support tickets are prioritised using the following scale:

* P1 - critical
* P2 - major
* P3 - minor
* P4 - notable

Our SLA depends on the incident priority as follows:

* P1 -4 hours
* P2 - 8 hours
* P3 - 24 hours
* P4 - 48 hours

Support is included in the cost. We do not provide a technical account manager or cloud support engineer.

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
£1,150.00 a unit a year
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@intercity.technology. Tell them what format you need. It will help if you say what assistive technology you use.