Catapult CX Limited

Atlassian Support Hub

When adopting new ways-of-working, internal teams often lack the time and experience to manage Atlassian tools like Jira, Confluence, Bitbucket, Bamboo and Statuspage. Our Support Hub solves this by giving you the help you need for both the underlying technologies and the processes and practices they enable.

Features

  • Delegated admin of your Atlassian products
  • Atlassian practitioner advice
  • Online customer portal
  • Email contact
  • Phone contact
  • Named contacts
  • Knowledge base

Benefits

  • Faster resolution of problems
  • Increased adoption of tools
  • Scaling with controls
  • Your people are free to focus on higher value work

Pricing

£950 to £2,050 a person a day

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 info@catapult.cx. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 5 5 5 7 2 2 8 7 0 0 4 4 4 1

Contact

Catapult CX Limited Alex Fishlock
Telephone: 020 3457 1374
Email: info@catapult.cx

Planning

Planning service
Yes
How the planning service works
Send requirements though to Catapult and we will advise on best practice and suggest a plan to best suit the customers needs.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Atlassian software

Training

Training service provided
Yes
How the training service works
We can provide bespoke training for users and admins. Our expert consultants are real engineers and experienced practitioners of Agile and DevOps and can advise on best practice. Our model is to focus on transferring skills and capabilities so these stick within the clients organisation.
Training is tied to specific services
Yes
Services the training service works with
Sonatype, Jira (Software, Service Desk, Align), Confluence, Opsgenie, Statuspage

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
If your current toolset is not fit for purpose we are able to migrate you from the existing tools to the new. This will include users, data and configuration. We have a separate migration service that relates to this in more detail.
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
Catapult uses a Test Driven Development approach to implementation to ensure the highest quality of results. We perform detailed requirements capture and write automated tests to ensure these are met. Tests will include functional and non-functional requirements such as performance testing. Every Catapult account has a customer assurance manager assigned to ensure the best quality is delivered to the client.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Security testing
Certified security testers
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
Atlassian software.

Service scope

Service constraints
None.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Aim to respond within 24 business hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
We assign a Technical account manager to each customer. Our minimum level of service is 9-5 Monday-Friday, and we can tailor this based on your business requirements.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Atlassian

Staff security

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

Pricing

Price
£950 to £2,050 a person a day
Discount for educational organisations
No

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 info@catapult.cx. Tell them what format you need. It will help if you say what assistive technology you use.