Roc Technologies Limited

Roc Managed Cloud Services

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 and Cyber Essentials best practice.

Features

  • Services are delivered to ITIL best practice
  • The service is available 24x7x365
  • UK based security cleared team to SC and DV level
  • Telephone, email and online incident or request logging
  • Integrated Cloud Protected Monitoring for information assurance
  • Choice of Roc or customer owned monitoring tools
  • Routine operational tasks and patching for your systems
  • Strict change management processes
  • Availability and capacity monitoring
  • Experienced at working with OFFICIAL SENSITIVE data

Benefits

  • Assured delivery by security cleared professionals
  • Flexible options for supporting your cloud journey
  • Process expertise ensures efficient delivery of services
  • Fast, friendly and flexible partner to support your services

Pricing

£8 per unit per month

Service documents

G-Cloud 10

371642527836197

Roc Technologies Limited

Lise Tompkins

01635 581188

lise.tompkins@roctechnologies.com

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

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 CHECK

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 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 Roc expects that the clients service desk will employ reasonable efforts to 1) eliminate end-user error and 2) identify the most appropriate resolver group.

Roc request that the clients service desk will operate during the same hours as the selected Roc service and manage communications amongst client stakeholders.

Roc assumes that an existing, industry standard remote access mechanism will be available, via the internet, PSN, N3, RLI or dedicated client WAN.

Customer must have appropriate vendor support arrangements in place.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to acknowledge all requests and Incidents within 2 hours during normal business hours
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 Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible N/A
Web chat accessibility testing None
Support levels P1 (Critical) Critical Business Impact. A complete service failure or severe degradation of service. Typically impacting >50% of users at a supported site, or >50% users of a supported system. No acceptable workaround available. 15 minute target response, 30 minute target updates, 4 hour target resolution.

P2 (Serious) 30 minute target response, 1 hour target updates, 6 hours target resolution.

P3 (Medium) 2 hour target response, 10 hour target updates, 16 hours target resolution.

P4 (Low) 10 hour target response, 20 hour target updates, 40 hours target resolution.

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 £8 per unit per month
Discount for educational organisations No

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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