Tisski Limited

MiraclePeople Transition, Support & Service Desk Services

Fully or Partially managed support service, unpinned by ITIL processes and guidance, providing a dedicated team of experts who can both provide a fully managed support service in addition to advice and guidance for our customer’s solution through multiple channels including telephony, email or from our dedicated service management portal.

Features

  • Incident Management
  • Problem Management
  • Service Manangement
  • Access & Licence Management
  • Enchanced SLA
  • Customisation & Configuration
  • Database Support
  • Upgrade & Patch Management
  • Service Transition
  • Bespoke Support Packages

Benefits

  • Expert Guidance within Service Window
  • Effective & Efficient Delivery Support
  • Continual Service Improvement
  • Minimise the Impact of Service Outages
  • Acess only for Authorised Users
  • Single Point of Contact
  • Standardised Methods & Processes
  • Service Reporting
  • Managing Business Expectation
  • Bespoke SLA's & Service Processes Available

Pricing

£12 per user per month

  • Education pricing available

Service documents

G-Cloud 9

325960835724544

Tisski Limited

Anna Assassa

02477 712050

anna.assassa@tisski.com

Planning

Planning
Planning service Yes
How the planning service works We offer a range of services to enable and support planning, strategic advise, adoption, transition or implementation services, designed to assist customers in identifying appropriate and best practice use of technologies.
These Services include:
·          Solution Architecture and Strategic Consulting: Enabling customers to identify and select appropriate technologies in support of organisational strategy.
·         Requirements Analysis and Solution Design: Supporting customers in understanding requirements for their solution, producing a comprehensive and scalable system design to meet requirements and business outcomes.
·         Customisation, Development and Testing: Services to implement products and develop custom functionality using modern and supported methods, including testing of the final configured solution.
·         Project Management services: Bringing to bear Tisski’s extensive experience of successfully implementing the solution using proven project methodologies such as Microsoft SureStep methodology.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works Training can be provided for end-users or as a 'train-the-trainer' model, in which key users will be responsible for delivering training throughout the organisation.
First class training materials are provided including training guides, cheat-sheets and video training. In addition to this, we can provide follow up sessions to ensure all users stay on track.
‘Training Designed For You’ is a custom set of training options to fully tailor how training is delivered to your end users. It is designed to meet the specific needs of customers. The services we can provide as part of this are:
• Bespoke Course Design
• Bespoke Training Notes Authoring
• Course Tuition
We have many pre-built training courses available including:
• Introductory Training
• Advanced Training
• Marketing Training
• Reports Training
• Service and Support Training
• System Administrator Training
• Train the Trainer
• Reports Training
• Finance Training
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works We leverage are extensive experiences in many environments and with multiple vendors across on-premise, cloud based and hybrid estates and technologies in order to provide our services in relation to migration to, from or between cloud services. These are all unpinned by PRINCE2 and ITIL certification and guidelines.
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works We have a formal Quality Management System statement and processes in place which all our employee are trained upon, follow and forms part of our rigorous induction process.

We provide automated testing during implementation and operational and acceptance testing during transition to ensure the quality of service and acceptance criteria are met.

Security testing

Security testing
Security testing service Yes
Security testing type
  • IT Health Checks
  • Risk analysis
Accredited security testers No
Certified Professional (CCP) risk analysts No

Ongoing support

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 We provide a fully managed service including but not limited to:
• Request Fulfillment
• Problem and Incident Management
• Change Management
• Service Catalogue and Service-Level Management
• Availability and Capacity Management
• Transition Planning and Support
• Service Asset and Configuration management
• Release and Deployment Management
• Access and License Management

We provide these services across many technologies and services including:
Dynamics CRM
Dynamics NAV
Dynamics 365
Microsoft Azure
SAP Business One
Click Dimensions
Power BI
Jet Reports
Zetadocs
Spindle
Sage
SharePoint
Office365
Miracle HR
Miracle Pay
Concur Expense

Service scope

Service scope
Service constraints Information available on request.

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times All our SLAs and support level are agree on a case by case basis and can be augmented in order to achieve specific requirements from our customers. The following is a example of standard support:

Operates Monday-Friday, 08.30-17.30, excluding UK public holidays & weekends.
1-Critical System down or impacting all users: 30min
2-High Time sensitive issue important to long-term productivity that is not causing an immediate stoppage:1 service hour
3-Medium No immediate or significant productivity: 1 day
4-Low Minor or cosmetic issues but does not stop the system performing the desired function. Queries for end user help. 1 day
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Testing is scheduled for future release. More information is available on request.
Support levels Essential Support provides the following:

• Technical and user query support.
• Problems arising from the usage .
• Manage escalations for code defect problems as appropriate.
• Provide technical advice and guidance, limited to the support and resolution of issues identified
• Provide action plans and schedules regarding the diagnosis, containment and resolution of problems.

Essential Support starts from £12 per user per month . Bespoke support is also available. POA.

Premium Support includes all of the above along with the following activities:
• Service Management
• Access and License Management
• Enhanced service level agreements and service window
• Database Support (On Premise only)
• Customizations and Configuration
• Knowledge Transfer Program
• Upgrade & Patch Management

Premium Support starts from £18 per user per month. Bespoke support is also available. POA.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Miracle Dynamics

Staff security

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

Pricing

Pricing
Price £12 per user per month
Discount for educational organisations Yes

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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