Core

CoreGov - Managed Services - Office365 and Infrastructure support

Core’s 24/7 multi-lingual Managed Services department currently support over 30,000 users and devices on Core’s Aurora platform in over 57 countries around the world. As well as offering Office365 support for over 100,000 Exchange Online mailboxes, we offer support from 1st-4th line covering desktop/laptops through to Office365 and Azure-hosted servers.

Features

  • 24/7 support 365 days a year
  • Multi-lingual support for globally dispersed organisations
  • Support for end user devices or cloud-hosted Personal Desktop sessions
  • Support for Windows Servers on premise or Azure hosted
  • Support for Office365 and the Enterprise Mobility Suite (EMS)
  • Patching and security monitoring of your desktops and servers
  • Cloud hosted service desk system with end user access
  • Monthly service updates to analyse call numbers and common issues
  • 1st to 4th line support or any mix in between

Benefits

  • Great user experience over the phone with multi-lingual servicedesk staff
  • Reduce your service desk costs while increasing user satisfaction
  • Agreed service levels
  • Faster ticket resolution based on experience over multiple environments
  • Peace of mind that your IT is monitored and secure
  • On site support available

Pricing

£1.49 to £44.00 per person per month

Service documents

G-Cloud 9

458722754776068

Core

Michael McDaid

+44 (0) 207 626 0516

michael.mcdaid@core.co.uk

Planning

Planning
Planning service Yes
How the planning service works Cores PSO team will perform a full service planning and review for the service requirement. This planning will serve the design phase and final implementation. Core follow both Prince II and Agile.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Office 365
  • Azure Services
  • Microsoft Secure Productive Enterprise E5
  • Windows Intune
  • Windows 10

Training

Training
Training service provided Yes
How the training service works Core have a 3rd party software training package that we can license with Office 365. This allows for all of the Office 365 suite of products plus Windows 10. Students can take specific tracks or they can choose individual products.
Training is tied to specific services Yes
Services the training service works with
  • Office 365
  • Windows 10

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Core utilise a hosted Quest Software Migration platform in Azure for migration of complex tenants and users from all earlier versions of Exchange and other Office 365 tenants without the need for costly Hybrid setups. we also use some 3rd party software that will allow us to migrate server workloads directly into Azure (e.g. SharePoint farm currently running on premise can be migrated to Azure).
Setup or migration service is for specific cloud services Yes
List of supported services
  • Office 365
  • Azure

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works All installations and migrations have a separate QA performed by a different consultant from the consultant that implemented the tooling and migration. The Quest products that we use already have performance logging output.

Security testing

Security testing
Security testing service Yes
Security testing type
  • Penetration testing
  • Risk analysis
Accredited security testers No
Certified Professional (CCP) risk analysts No

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 Core will arrange a support contract with the client. We have support options for our clients products and standard Office 365 and EMS support for Microsoft.

Service scope

Service scope
Service constraints None

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Core have various options and pricing for support depending on product or service required and whether the support is UK Hours 8am - 6pm, Weekends or 24/7. Response and Resolution Timeframe Severity 1 Incident Response Time: 60 Mins Resolution Time: Continuous effort until fixed
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Support levels See rate card. Depending on chosen products and services.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft, Quest Software, Trend, Dell, K2, HotDocs.

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £1.49 to £44.00 per person 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
Terms and conditions document View uploaded document
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