Levett Consultancy Ltd

Cloud Support Service

Levett Consultancy offers a dedicated UK based enterprise-level support service to troubleshoot and resolve IT incidents for the following cloud platforms: G Suite for Education, G Suite Business, G Suite Enterprise, G Suite Essential, Microsoft 365 Business and Microsoft 365 Education.

Maximising your investment using Google or Microsoft or both.

Features

  • UK based ITIL service desk
  • Telephone, Email and Video Chat support for Technical issues
  • Access to an online service desk 24/7
  • Proactive account management
  • Proactive service management reviews
  • Enterprise Support to get the most of your Cloud platform
  • Specialist Support integrating with other Cloud platforms
  • Cloud Platform health check

Benefits

  • Access to enterprise level technical experts
  • Consultancy services from Cloud experts
  • Direct escalation to Google or Microsoft engineers when required
  • Access to a dedicated UK Google and Microsoft Partner
  • Guaranteed Service Level Agreements and KPIs
  • Flexible support package offerings to meet your requirements
  • One stop shop for all your Cloud platform needs
  • Supports the organisation Digital Transformation strategy

Pricing

£500 a unit a year

  • 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@levettconsultancy.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

2 9 3 5 0 2 5 6 5 6 2 8 7 7 8

Contact

Levett Consultancy Ltd Joanne Levett
Telephone: 01279 799256
Email: gcloud@levettconsultancy.co.uk

Planning

Planning service
Yes
How the planning service works
Levett Consultancy ‘Your Cloud’ strategic delivery model is based on meeting our customer's expectations. Our Your Cloud model is designed to help organisations meet the challenge of evolving technology ensuring the right building blocks are in place to support a cloud environment. Working with our transformation team we will undertake a cloud support readiness assessment and provide you with recommendations if anything needs addressing before the cloud support service can commence.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Google Cloud - G Suite for Education
  • Google Cloud - G Suite Enterprise for Education
  • Google Cloud - G Suite for Business
  • Google Cloud - G Suite for Business Enterprise
  • Google Cloud - G Suite Essentials
  • Google Cloud - G Suite Essentials Enterprise
  • Microsoft 365 Education
  • Microsoft 365 Business
  • Microsoft 365 Enterprise

Training

Training service provided
Yes
How the training service works
Please see our related offerings in the "Support" section - "Cloud Deployment and Training Services"
Training is tied to specific services
Yes
Services the training service works with
  • G Suite for Education
  • G Suite Enterprise for Education
  • G Suite Business
  • G Suite Enterprise
  • G Suite Essentials
  • G Suite Essentials Enterprise
  • Microsoft 365 Education
  • Microsoft 365 Business
  • Microsoft 365 Enterprise

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Please see our related offerings in the "Support" section - "Cloud Deployment and Training Services"
Setup or migration service is for specific cloud services
Yes
List of supported services
  • G Suite Education
  • G Suite Enterprise for Education
  • G Suite Business
  • G Suite Enterprise
  • G Suite Essentials
  • Microsoft 365 Education
  • Microsoft 365 Business
  • Microsoft 365 Enterprise

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
  • 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
Our support service provides dedicated UK based technical support for resolving incidents and problems when they occur with any of the apps and services within G Suite or Microsoft 365 platforms. Buyers can also call Levett Consultancy if unsure of how something works within G Suite and Microsoft 365.

Buyers incidents and problems will be dealt with by a certified Google or Microsoft technician. In the event of a technician not being able to resolve on the first contact, then the incident will be escalated to our 3rd line support team who work directly with Google and Microsoft enterprise support teams.

Service scope

Service constraints
Enterprise-level support for 'G Suite for Education, G Suite Business, G Suite Essentials, Microsoft 365 Education, Microsoft 365 Business and Microsoft 365 Enterprise' can only be undertaken when Levett Consultancy has delegated access to your organisation G Suite domain or Microsoft 365 tenant.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Levett Consultancy service desk responds to logged tickets within 4 hours during between the hours of 08:00 to 17:00, Monday to Friday. There is no email support during UK Public holidays and weekends.

However, tickets can be logged at anytime all year, with logged tickets being dealt with on the next available working day. The online system also provides end users with a comprehensive self help knowledge base to undertake troubleshooting incidents.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
One support level based on 10 hours credit to use within 12 months from the support start date. Any hours not used within the 12 month period cannot be carried over. Where additional hours are required these can be purchased in additional 5 hours credits.

All support incidents and problems are handled by certified cloud support technicians with an escalation path to a technical manager.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Google and Microsoft

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£500 a unit a year
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@levettconsultancy.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.