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
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