The Dextrous Web (trading as dxw)

Cloud application support

dxw digital offers 2nd and 3rd line support for your digital service even if its not hosted by us. Our service-desk will respond to incidents in a timely manner to minimise the impact to your digital service or web application.

The service comes with comprehensive SLA including 24/7 emergency support.

Features

  • 2nd, 3rd line support provided by our in-house operations team
  • Online ticketing system, with comprehensive SLA including 24/7 emergency support
  • Proactive maintenance and back ups
  • Provided by dxw digital, which is ISO27001-certified

Benefits

  • Cloud application support tailored to your needs
  • Range of in-house technical experts experienced in resolving high-severity incidents
  • Easy access to help from our developer and operations experts
  • Protective monitoring designed to give you peace of mind

Pricing

£850 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

3 9 3 7 0 2 5 7 6 0 5 0 6 9 2

Contact

The Dextrous Web (trading as dxw)

Alex Farley

0345 257 7520

sales@dxw.com

Planning

Planning service
Yes
How the planning service works
At a very early stage we identify what the buyers digital service is and who its users are; we can assess their likely capacity and support requirements. Based on this we will recommend a combination of support options that we believe best meets the buyers needs.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Dxw digital works in an agile way with clients to inspect and adapt the work to ensure continuous improvement. We have designed mechanisms to promote transparency, use collaborative tools to manage work and keep an always-open line of communication with clients. To keep everyone up to date with progress, direction and concerns, we publish weekly digests. We also communicate progress through show and tells, which should involve wider stakeholders. In terms of performance testing, we work with you to understand what your key performance indicators are and build these into the service so we can easily report on them.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
Certified security testers
Yes
Security testing certifications
Tigerscheme

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
Dxw digital can help to support you in your ongoing use of cloud technologies. Our helpdesk service is available for queries and advice, and we are also available to work in person as required. The exact nature and costs of this support depend on the services in question. Please enquire for further details, via the clarifications process.

Service scope

Service constraints
Only emergency support issues can be addressed outside of business hours. Our hours of business are 1000-1800 on weekdays, excluding public holidays.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Tickets have four priority levels, set by dxw digital based on the impact and importance of the problem. Response times vary according to a client's support level. Low - reply within 5 working days. Normal - reply within 8 or 4 working hours (standard/enhanced). High priority tickets - reply within 1 working hour or 30 working minutes (standard/enhanced). Urgent tickets - reply within 1 hour or 30 minutes (standard/enhanced), any time, day or night. Tickets sent to emergency support are set to Urgent priority on receipt. Urgent tickets will result in the immediate alerting of on-call members of staff.
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
Levels of support for services depend on the services being used and the requirements of the client. Please enquire for further details using the clarifications process.

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
£850 per unit per month
Discount for educational organisations
No

Service documents

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