City and Guilds Kineo Limited

Managed Support

All websites and web applications (such as Totara SaaS) need monitoring and regular maintenance to ensure they remain stable, secure and function with the level of efficiency that your users expect and require.

Features

  • High-performing – we draw upon years of experience
  • Scalable – the flexibility to grow with your business
  • Supported by experts
  • Plans ensures your site remains supported at all stages
  • Annual upgrades

Benefits

  • We’ll upgrade your system annually
  • On-going support from our UK team
  • Easily manageable support hours

Pricing

£55 per unit per hour

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

4 1 8 5 9 0 5 8 1 0 9 5 2 2 7

Contact

City and Guilds Kineo Limited

Angela McArdle

01273 764 070

angela.mcardle@kineo.com

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
All managed sites include training for admins as part of the implementation package.
Training is tied to specific services
Yes
Services the training service works with
  • Totara Learn
  • Kineo SaaS

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We can help buyers to migrate from existing LMS systems to our Totara offerings.

This includes migration of both users data, and course data.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Totara Learn
  • Kineo SaaS

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
All LMS packages are supported by a named CSM (Client Services Maanger).

Service scope

Service constraints
Support is available, in our standard packages, Mon-Fri 09:00-17:30.

More comprehensive support packages, including "around the clock" support are available on request.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depends of severity of issue raised
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 offer 3 tiers: 1. Core 2. Intensive 3. Dedicated

Our Core tier comprises a team of Client Services Managers, Application Engineers and DevOps Engineers, who manage an uncapped volume of client systems.

Intensive teams each comprise a named Client Services Manager and at least one named Application Engineer, Each team manages a capped volume of client systems (typically just three)

A Dedicated team comprises a named Client Services Manager, a number of named DevOps and Application Engineers and access to Solutions Architects, Developers and Testers when required. Each team is dedicated to the support of just one client, so offer maximum focus for you and the on-demand needs of your business.

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£55 per unit per hour
Discount for educational organisations
Yes

Service documents

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