UCNS Managed IT

UCNS - Cloud Cisco IP Telephony Management

A dedicated cloud based service for the proactive management of Cisco Telephony estates. A scalable and flexible support service enabling Cloud IT Services governed by ISO 9001 (Quality), ISO 27001 (Security) and Cyber Essentials Plus. Technical specialists to manage service requests, incidents, problems. Full services for onboarding, KPIs / SLAs.

Features

  • UK based 24x365 service desk
  • Varying levels of Service support hours (up to 24x365)
  • ISO 9001 (quality) and ISO 27001 (security) for confidence
  • Dedicated CCIE team with industry leading expertise
  • VIP and Executive aware service models
  • Continuous improvement programme in place
  • Asset inventorying for easy escalation and asset identification
  • Remote support tools for remote resolution
  • Network, systems and hardware monitoring capability
  • Change management (CAB) integration capability

Benefits

  • Efficient and stress-free resolution of service requests and incidents.
  • No single point of failure delivering greater service availability.
  • Service Level Agreement (SLA) monitoring
  • High first call resolution rate (FCR)
  • Overflow only services
  • User satisfaction survey for all calls
  • Accredited to ISO 9001 - Quality Management UKAS audited
  • Accredited to ISO 27001 - Information Security UKAS audited
  • Accredited Cyber Essentials Plus for additional security
  • Wholly owned and managed on boarding planning and process

Pricing

£5 to £105 per unit per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

3 5 7 6 8 9 1 7 1 6 2 7 6 1 0

Contact

UCNS Managed IT

Khalid Hameed

0330 113 5000

gcloud@ucns.com

Planning

Planning service
Yes
How the planning service works
A comprehensive migration to the cloud strategy will be developed to suit the customer requirements and owned by UCNS Managed IT including;

Scope definition
Project plan
Implementation plan
Stakeholder KPIs
Criteria for success
QA Testing and Go Live training
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
All training for this service can be customised in partnership with the customer. We have a strong background in developing and delivering bespoke targeted training.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Moving the current support service to cloud provides for greater flexibility and operational coverage, our integrated transition/migration service ensures no business workflows are overlooked and the service improves the overall end user experience. For customers already in a cloud support model, our competitive pricing and unrivalled support provide an effective alternative for greater choice and comparison.
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
UCNS Managed IT are an ISO 9001 certified business and operate to a comprehensive ITIL best practice. A comprehensive QA test plan will be developed to meet the customer requirements, or developed on their behalf depending on the level of involvement desired.

Security testing

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

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
How the support service works
A wide variety of cloud services are supported ranging from User management to Service management to general Helpdesk support.

Service scope

Service constraints
Support is offered in the first instance remotely with scalable options for onsite service on demand

User support

Email or online ticketing support
Email or online ticketing
Support response times
Typically in under 5 minutes.
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
24 hours, 7 days a week
Web chat support
No
Support levels
Support options include:
Standard support level; 9-5 M-F
Enhanced support level; 8-6 M-F
Premium support level; 24x7x365
Executive support additionally provides dedicated manager
Triage, Level 1, Level 2, Level 3 technical support as well as overflow only
Refer to pricing document/SFIA rate cards accordingly

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£5 to £105 per unit per month
Discount for educational organisations
Yes

Service documents

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