We improve business performance through the pragmatic use of technology.
Waterstons has a number of core services including: Transformation, Bespoke, Technology, Managed Services and Information Security Consulting.
Waterstons operates in key sectors including Higher Education, Architects Engineering and Construction, Distribution and Transport and Manufacturing.
- Cloud strategy definition and service selection
- Multi-vendor cloud, on-premises, and hybrid service design and architecture
- Hybrid identity management and protection
- Bespoke integration between cloud services
- Customisation and extension of cloud services including .NET and Azure
- Migration of services and data to and between cloud services
- Support of public, private, and hybrid cloud infrastructures and services
- Change management and project management
- Review existing service utilisation to maximise return on investment
- Backup and recovery for on-premises and cloud-based services
- Raises quality and lowers costs
- Acquires and retains customers
- Provides timely and accurate information
- Improves teamwork and communication
- Reduces risk and increases security
£595 to £1295 per person per day
0345 094 0945
|How the planning service works||
Waterstons’ Technology team have extensive experience and knowledge with a wide range of cloud technologies. We are vendor-agnostic and firmly believe technology is a value-adding service that must satisfy a need or solve a problem.
Our Transformation consultants are adept at finding ways to improve organisation performance through technology. They spend time to become completely immersed in our customers’ worlds, understanding their organisation almost as well as their directors.
Our dedicated security team provide insight into legislative and regulatory requirements to ensure any cloud migration plan safeguards your data appropriately at all times.
We use the full breadth of our sector and technology expertise to develop a plan that meets your needs, not just now, but for years to come. Our aim is to reduce the cost of your IT service, ensuring it provides a return on investment. We bring real-world experience that will identify the pitfalls and opportunities present in any cloud migration. We aren’t afraid to challenge assumptions or ask difficult questions.
Waterstons provide a bespoke service based around your needs - whether you need a full IT strategy, a service selection exercise, or just a bit of advice to help you migrate a specific technology.
|Planning service works with specific services||No|
|Training service provided||No|
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||
Waterstons’ Technology team have extensive experience and knowledge with a wide range of best-of-breed cloud and on-premises technologies. We leverage this knowledge to design a migration plan that is bespoke to your organisation, utilising a number of in-house and vendor-supplied migration tools and technologies, as appropriate. Our understanding of the range of options that are available allows us to select a migration path than best fits you organisation’s needs and budget.
We will take on as little or as much of the work as you require – working with your own teams and managing relationships with third party vendors as required.
Where additional customisation is needed or unique requirements exist, our Bespoke development team can fill in the missing links by crafting additional tools, or customising cloud services to better fit your organisation.
For large projects involving multiple vendors, our Transformation team can assist by providing experienced project managers, as well as change managers to help steer your organisation on their journey to the cloud.
|Setup or migration service is for specific cloud services||No|
Quality assurance and performance testing
|Quality assurance and performance testing service||Yes|
|How the quality assurance and performance testing works||
Waterstons are ISO 9001 accredited, and use our quality management system to ensure our solutions are delivered to time, quality, and cost. Our people are committed to excellent customer service, with customer satisfaction being the primary metric by which we evaluate performance.
We have a team of specialists who perform audits of existing services. This audit typically consists of a technical review of the systems in scope, and may also include a review of service management (ITSM) and organisational readiness.
Waterstons have a number of specialists with considerable experience and knowledge of industry best practices. Depending on the complexity and scale of the audit, a number of specialists may be involved to gather information and make recommendations. All findings will be collated in an easily digested report, with key risks highlighted and prioritised using a Red/Amber/Green system. Each risk details the potential impact, suggested remedial actions, and associated costs.
Such an audit may be carried out to perform a periodic health check, provide quality assurance for a customer’s implementation, or to help resolve an existing problem. Waterstons will always carry out such an exercise when on-boarding a new managed services customer to ensure we provide a high level of support.
|Security services type||
|Other security services||
|Certified security testers||Yes|
|Security testing certifications||
|Other security testing certifications||
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||
We have a Managed Services Division who deliver all support services for our clients. Within the division we have a Service Desk who provide reactive and proactive support for all incidents. The Service Desk is staffed by engineers with both general skills and specialist skills in Infrastructure Technologies, Cloud Technologies and Software Development. The Service Desk undertake both incident management and problem management, ensuring that repeat incidents are minimised.
Our engineers own the incident throughout its lifecycle to resolution in order to provide continuity and speedy resolution, escalating to specialists where required.
We have a specialist technology team that support the Service Desk with in-depth technical skills in a number of technologies including Office 365, Azure and technologies that support other Cloud and Hybrid infrastructures.
We also have a bespoke software team that configures and implements solutions in the cloud for our clients.
|Service constraints||There are no known constraints. We work with our clients to provide a Bespoke Service that meets their individual needs.|
|Email or online ticketing support||Yes, at extra cost|
|Support response times||
We operate a remote Service Desk from our Durham-based office 8am – 6pm Monday to Friday, excluding Bank Holidays. Indicative response times are dependent on severity;
Very High - 90% responded to in 15 minutes,
High - 80% responded to in 30 minutes,
Medium - 80% responded to in 4 hours,
Low - 70% responded to in 1 day,
Very low - 70% responded to in 5 days.
Outside of these hours, 24 hour calls can be raised for urgent break-fix issues (Very High and High). Response times are the same as in hours for these incidents.
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
Our support levels are bespoke to the client’s requirements. We provide proactive and reactive in hours support and reactive out of hours support. The support levels provided can vary from basic third level escalation all the way to a fully outsourced and managed service.
Costing is based on the individual requirements of the client and is reviewed on a bi-annual basis to ensure it continues to be fit for purpose.
At additional cost, we provide a reactive out of hours service for urgent incidents. This is handled on a charge-per-call basis. A retainer can be paid on a monthly basis which reduces the charge-per-call out.
Clients are allocated an Account Manager who is relationship touch point and escalation path. The Account Manager will ensure that there is regular contact with the client and ensures that the service provision is suitable and that the client is satisfied.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Price||£595 to £1295 per person per day|
|Discount for educational organisations||No|