Roc Technologies Limited

Roc ServiceBank Cloud Support Services

Roc ServiceBank™ is a cloud support services facility designed to deliver cost effective cloud services to meet clients ever changing needs, contracted on an as used or annual basis.

Through the service clients benefit from a pre-contracted resource pool that can be used to deliver cloud projects.

Features

  • Skilled PM's, Engineers, Architects, Consultants, Testers and Trainers
  • Security cleared staff to BPSS, SC and DV level
  • Flexible fixed price or fixed term engagements
  • Fast, flexible and friendly service
  • Allocated Service Delivery Manager for each customer
  • Unique business process skills and methodologies

Benefits

  • Fast and flexible access to broad range of skills
  • Ability to work in high security environments including TOP SECRET
  • Augment existing team with key skills
  • Assurance through experience of working with OFFICIAL SENSITIVE data

Planning

Planning
Planning service Yes
How the planning service works The planning and initiation phase of a cloud project is one of the most critical elements. Research shows that establishing the right environment for a project up front has a major impact on the success of the endeavor.

Roc, through its joint venture with two leading Oxford University academics, will help you de-risk your project and deliver tangible business benefits.

We do this by supporting you on your journey to the cloud with experienced delivery professionals. We will help you define your outcomes, choose options, ensure your readiness for the project and help you develop the appropriate approach for delivery.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works Our unique approach to cloud adoption leads you and your colleagues through technology change, embeds new ways of working and accelerates the results from anticipated benefits.

Our team of consultants work within your organisation to develop a strategy that addresses your challenges and has the organisation’s outcomes in mind. Our strategies ensure people develop the understanding, skills and knowledge they need to be able to change their working habits – it’s a challenging process.

We deliver these services by applying our Excite, Equip, Embed approach:

EXCITE makes people aware of the technology change and helps them understand the benefits it will give them. It ensures people are enthusiastic about what’s on the horizon and creates the desire to change.

EQUIP gives people the skills and knowledge to use the technology effectively through relevant, effective and contextual learning solutions. Learning can be online content, guides, face-to-face or virtual delivery.

EMBED recognizes that habits are hard to break and it is easy to fall into familiar ways of working. It also recognises that working in your organisation might be a unique experience. We find ways to promote and reinforce use of the technology beyond the life of the project.
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 Roc has skilled consultants and engineers that can help you migrate your current applications and services to the cloud or from one provider to another.

First we help you understand the existing services you wish to migrate and answer questions such as; What dependencies do the systems have? How can you minimise the impact of migration for users? What resources will the systems require?

We then support you in developing a technical and operational plan for the migration prior to the start of migration.

Finally we provide full lifecycle services for every aspect of your journey to the cloud.
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 Roc works with you to develop a testing and QA strategy, define the outputs of the testing phase, and the process, resources and systems required.

We then support you or take ownership for leading and managing the complete end to end testing of your cloud solution. This could include System Testing, System Integration Testing, UAT, Performance Testing and Quality Assurance.

Security testing

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
  • GBEST
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

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 Roc’s Managed Cloud services provide G-Cloud customers with a range of modular support packages for private, hybrid and public cloud infrastructure, operating systems and applications.

These services are underpinned by Roc’s UK based managed services team and delivered in line with ITIL, ISO27001 and Cyber Essentials best practice.

Roc's services cover Cloud Application, Cloud Server OS and Cloud Infrastructure and network management.

The above service modules are offered based upon a fixed price, per supported item, per month. Variable billing then applies for any additional change management services delivered beyond those include within a module.

Roc’s Managed Cloud services are offered with a choice of SLA and Service Delivery options. They can also be configured to take into account:

• Client specific operational processes
• Complex or custom applications.
• The use of client owned service management and operational tooling
• Enhanced information assurance requirements – such as SC or DV clearance
• Enhanced service delivery reporting.

Client specific processes are underpinned by Roc’s Process Management platform. During the service initiation and transition, Roc will map all applicable processes, capturing all inputs, outputs and works instructions for each tasks within a process.

Service scope

Service scope
Service constraints Service scope must be agreed prior to commencement unless it is agreed that the services will be delivered on a T&M basis.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All email and online support requests will receive an immediate automated response. The SLA associated with the specific contract will determine the actual response and resolution timescales, including any variation for weekends and bank holidays. This will typically range from 30 minutes to 2 hours.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 A
Web chat accessibility testing The assistive technologies JAWS, NVDA, and VoiceOver are used to test the system.
Support levels 1) Roc offer a range of support services with service level agreements (SLA's) specific to the clients needs. These will also be set against the categorisation of the incident, i.e. Critical, High, Medium, Low. Response times will range from 30 minutes to 2 hours with an incident target resolution time of 8 to 80 hours.
2) Proposed resource profiles with start dates provided within 16 working hours
3) Start date for resources from time of Contract is 2 working weeks

The Support Service from Roc is managed by a Service Delivery Manager (SDM) and Client Manager (CM).

The CM is a commercially focused individual responsible for customer satisfaction, contractual and financial aspects of the engagement. This individual is responsible for managing the procurement process and provides on-going commercial support.

The role of the SDM is to operationally manage the provision of all services for a customer. The SDM is the primary interface with the customer, working closely with the customer and becoming familiar with their business needs and strategy.

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £110 per unit per day
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
Return to top ↑