Rocktime Ltd

Business as Usual (BAU) Services

Perfect for rapid deployment or urgent break/ fix work. Our team is knowledgeable, agile and able to quickly understand requirements and react to meet the pressing deadlines our clients' demand. Our team has a wide range of experience across both design and development, databases and integration.

Features

  • Break/ Fix service
  • Service Integration
  • Rapid deployment (work starts within 24 hours)
  • Design, XMTHL, development and infrastructure capabilities
  • Database restoration or rebuild
  • Rapid site migration
  • Upscaling and upgrades

Benefits

  • Rapid turn around to allow continued business operation
  • .net/ SQL and Wordpress specialities
  • Per hour or per day costs
  • Ongoing support available

Pricing

£160 to £250 per person per hour

Service documents

G-Cloud 10

467328273947783

Rocktime Ltd

Martin Bradbury

01202 678777

rtsales@rocktime.co.uk

Planning

Planning
Planning service Yes
How the planning service works Rocktime applies agile methodologies following the principles of running projects with a discovery, alpha, beta and live phases. Rocktime supports clients analysing the business case to establish its feasibility at achieving the vision, goals and opportunities whilst making recommendations where necessary and identifying/ mitigating risk. Rocktime will support the client offering collaboration, customer intelligence, new product and market exploration, sales and service optimisation, evaluation and promotion of enterprise technology architectures and processes whilst providing innovation and governance.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works Rocktime will produce a scalable end-user training plan which will be specifically designed based around the different user groups that will interact on a daily basis with the developed system. As part of this plan Rocktime will identify:
• Training Goals
• Assessment of end-user skill levels
• Determine end-user needs
• Training delivery method(s)
• Number of users to be trained
• Timeframe for rollout of the system (to ensure training plan is delivered ‘prior’ to a phase rollout that will require their involvement as part of the testing process).
During the above process Rocktime will discuss with the client the most appropriate method for delivering training which may include a combination of:
• Classroom (one to many)
• Train the trainer (one to one or a few who then perform internal training)
• Online Seminar (invitation to attend an online interactive training session with attendees located in various locations).
Further training sessions post launch would be discussed based on identified need.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works As part of following an agile methodology to delivering on a project and within the discovery phase Rocktime will investigate the legacy system(s) to understand the data that exists and its format. Discussions with stakeholders will determine what data will need to be migrated and the process will be mapped out. Risk and opportunities will be identified early and once the migration has taken place data comparison will establish level of success and where necessary options for resolving errors. Refresh and regression testing will support the need for subsequent data migration during the project lifecycle and prior to project go-live. Rocktime will discuss with stakeholders ongoing data governance.
Setup or migration service is for specific cloud services No

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 Rocktime, as part of its agile methodology for delivering projects, will undertake a process of quality assurance and performance testing to ensure the quality of code written. Testing protocols form part of Rocktime's codebase which are carried out automatically following a 'fail fast' approach with continually feedback to identify bugs prior to bigger problems becoming complicated, time consuming and expensive to resolve.
Rocktime employs the following performance tests:
Exploratory testing
Accessibility testing
Acceptance and Unit testing
Load and performance testing
Vulnerability and Penetration testing
A QA Analyst is assigned to a project to provide quality assurance as part of the process of providing guidance to the build process.

Security testing

Security testing
Security services 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 Rocktime has a commitment to its clients to provide support via a Support Agreement that will ensure that if or when an unforeseen problem occurs it is investigated, resolved, documented and learned from. Rocktime's Support Team is available during normal office hours with the option (if chosen within the Support Contract) for out of hours.
With clients holding both the website/ business system and hosting with Rocktime, support will cover the web application, web servers and firewall. The benefit revolves around a single point of ownership and a clear line of communication to realise a quick and successful resolution of any issue.
Rocktime provides 24/7/365 monitoring and will proactively aim to address any issues that might become apparent due to new technology and/ or security vulnerabilities. Levels of response times are detailed in the Extended Warranty and Software Assurance and Support.
As part of its commitment to its clients Rocktime actively maintains dialogue with key individuals within the business so that strategic insight, identified risk and opportunity and vision for expansion can be explored and a business case created if required.

Service scope

Service scope
Service constraints None identified

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Ticketing Support will be carried out on request by the client according to the Extended Warranty and Software Assurance level agreed to as part of project contract, options available from standard to enhanced levels are as follows:

This consists of telephone and email support service during standard working hours and evenings (Email support service during evenings) with site monitoring. Response Times to tickets raised are determined by their priority and urgency to critical level which is actioned within 4 hours of ticket being acknowledged.
These are response times for incident notification; they are not times for incident resolution.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels Option 1:
Telephone and email support service during standard working hours and evenings
Email support service during evenings
Site Monitoring
Response Times
Priority Level 1
Within 24 hours
Priority Level 2
Within 50 hours

Option 2:
Telephone and email support service during standard working hours
Email support service during evenings
Site Monitoring (tests every 5 mins)
Response Times
Priority Level 1
Within 18 hours
Priority Level 2
Within 50 hours

Option 3:
Telephone and email support service during standard working hours
Email support service during evenings and weekends
Site Monitoring
Response Times
Priority Level 1
Within 12 hours 24/7
Priority Level 2
Within 40 hours

Option 4 - Critical:
Telephone and email support service during standard working hours
Email support service during evenings and weekends
Site Monitoring
Response Times
Priority Level 1
Within 4 hours 24/7
Priority Level 2
Within 24 hours

These are response times for incident notification; they are not times for incident resolution.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Pricing

Pricing
Price £160 to £250 per person per hour
Discount for educational organisations No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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