Surevine

Deep Support: Alfresco Document Management

Alfresco document management deep support gives you unique access to core platform developers, enabling us to expedite bug-fixes and resolve security vulnerabilities at your pace, and ensure your requirements get reflected in product roadmaps. Surevine’s approach to deep support is different because it’s founded on our sustainable approach to development.

Features

• Unique access to the core platform developers
• Security enhancements implemented as soon as they become available
• Proactive and vigilant security monitoring of open source projects
• Expedite bug-fixes and resolve security vulnerabilities at your pace
• Have your requirements reflected in open source project roadmaps
• Expedite resolutions to your issues from open source communities
• Enable your engineers to be co-creators, not just partners
• Personalised reporting to get the best of your investment
• Service managed through same smart, collaboration systems we deliver
• Support your engineers extending and innovating on the technology

Benefits

• Strengthen the skills and knowledge of your internal people
• Plan for integrating releases and advances in collaboration technology
• Keep updated on your issue and engaged in real-time
• Ensure your investment isn’t jeopardised by poor service issues
• Benefit from proactive not reactive support
• Independent support; unrestricted by vendor certification or partner programmes
• Credit model allows for budgeted and predictable costs
• UK based support with 24x7 options
• Support from UK Government Security Cleared Engineers
• Deep support service works seamlessly with any Service Desk

£160 to £200 a person an hour

Service documents

• Pricing document

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

Framework

G-Cloud 12

Service ID

336072843369195

Contact

Commercial team
0845 4681066
tenders@surevine.com

Planning

• Planning service: Yes
• How the planning service works: We will work with you to identify the sensitivity of your data and the threat model, and so identify the best fit hosting, security, and support design to keep your data safe.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We can provide a full suite of application and platform training for our supported systems. This includes:; Community Management; Basic application administration; First line support / helpdesk; System administration
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We can help you analyse the information architecture of your current services, design an information architecture for your new service, and to assess the feasibility of migration.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: All software releases go through user acceptance testing and security testing.; ; We proactively monitor your systems to maintain sufficient system resources, and can scale to maintain performance.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications: CREST

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: For our services, we offer on going support that can range from remote 3rd line expert application support for your first and second line support engineers through to a fully managed service on your private cloud or the public cloud. We adopt a ITIL based service-strategy, -design, -transition, -operation, and -improvement.; - Incident Management; - Event Management; - Problem Management; - Request Fulfilment; - Access Management.; ; The range of applications that we support include: Threatvine, Jive, and Alfresco, and we manage UK cloud infrastructure suitable for holding OFFICIAL SENSITIVE information assets. Our team of cleared engineers is able to work with you onsite to resolve application and platform problems on your high-side estate.

Service scope

• Service constraints: Our day to day support services are typically provided off-site working remotely, but our engineers can work on-site when needed.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided Monday to Friday during standard business hours. Standard support response times: 1 business day. Higher SLAs are available by request.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: 9am to 5pm UK Business Days, service fulfilled by email, ticketing system, or phone. Our current response and fix times are outlined below. P1: 1 hour / 4 hours P2: 2 hours / 8 hours P3: 8 hours / 16 hours P4: 8 hours / 8 days With each support agreement you will receive a named technical account manager

Resellers

• Supplier type: Not a reseller

Staff security

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

Pricing

• Price: £160 to £200 a person an hour
• Discount for educational organisations: No

Service documents

• Pricing document

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