Ixis IT Limited

Digital Programme Management

A wrapper solution for service delivery and management of digital projects. This covers all activities pertaining to the overall management of the system and support service, including service reporting, reviews, incident & problem management, IT operations and event management. We provide assistance with release support, change, configuration and capacity management.

Features

  • Fully Managed UK ITIL led based support service
  • ISO 27001 Information Security & ISO 9001 Quality Assurance
  • Web support ticketing system, telephone hotline and email
  • Detailed time tracking reports for clients
  • Flexible support model based on time
  • Incident, problem and event management handling with SLA
  • Comprehensive monitoring and reporting
  • Service reporting and reviews scheduled regularly
  • Release / deployment code quality manager role
  • Change and configuration management = ownership of the CMDB

Benefits

  • Peace of mind that your digital products are secure
  • Economical model, prioritising tickets and issues
  • Single point of contact for digital support
  • Consultancy included in support for guidance and escalation
  • Dedicated Digital Support Team
  • Compliments in-house developers and IT staff
  • Flexible to work with 3rd party suppliers
  • Complete service management support
  • Tried and tested model for over 14 years

Pricing

£750 per unit per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

4 0 1 6 8 7 6 0 9 5 6 1 3 1 6

Contact

Ixis IT Limited

Dan Pala

01925320041

quotes@ixis.co.uk

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Having dedicated teams to assist buyers to migrate to the cloud or between cloud providers means we take to pressure away by liaising between cloud providers to make an transition to or between cloud services .
Setup or migration service is for specific cloud services
Yes
List of supported services
Drupal support and maintenance

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
All change request are performed in a QA/stage environment for client sign off prior to Go Live

Security testing

Security services
Yes
Security services type
Security audit services

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
Our support covers digital based applications developed by the buyer or 3rd party supplier.

We utilise a web accessible ITIL driven service support desk.

Multiple buyer/user accounts are available for interaction with the service support team.

Service scope

Service constraints
Site audit / health check required before BAU support provided.

Remote UK based support.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response Times
P1- Urgent -30 Minute response time - Target to restore service in 2 hours

P2 - High - Respond within 2 hours - Target to restore service in 4 hours

P3 - Medium - Respond within 4 hours - Target to restore service in 2 working days

P4 - Low - Respond within 2 working days - Resolution to be discussed

P5 - Low - To be discussed and agreed
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
We provide support in units of 8 hours.

Initial unit (8 hours) of support costs £750 per month.
Additional units (8 hours) of support cost £600 per month.

We provide an ITIL qualified service desk manager (SDM).

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£750 per unit per month
Discount for educational organisations
Yes

Service documents

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