Nexus provide fixed-cost support services for your IT team and your growing business. Guardian for IT Pro is our reactive complimentary support service, allowing your team to retain control and escalate to our team if necessary. The Nexus team of experts become an extension of your own IT department.
- 3rd Line Service Desk Facility providing expertise
- Incident and Problem management of service incidents
- Dedicated Account Management
- Escalation process in place to senior management
- 3rd Line Remote fault diagnostics and support for your organisation
- Access to dedicated professional services customer portal
- Remote monitoring and alerting for your environment
- Dedicated Service Level Agreement (SLA) with clear response matrix
- Ownership of faults including Third party supplier liaison
- Optional Strategic Planning and Reviews
- Fixed cost proactively managed IT service
- Free up essential management and resource time
- Reduce downtime and avoid the break/fix cycle
- Strategic ongoing planning and clear roadmap for technology
- Clear support incident flow so you're fully aware of progress
- Commitment to continually drive improvements for your business
- Full onboarding process to ensure seamless support
- Service Quality processes to ensure successful delivery
- Unified and proven technical consultancy and support
- Extensive consultancy experience of working with public sector clients
£50 per server per month
- Education pricing available
Nexus Open Systems Ltd
|How the planning service works||
Nexus understand that an effective IT cloud strategy should be intrinsically aligned to operational and financial restrictions. Our IT consultants are able to work closely with you by employing a multi-faceted approach to help you to develop a strategy and governance structure that will use technology to improve the operation and management of your organisation.
In defining an IT cloud strategy, we help clients to identity gaps between their current IT capabilities and their current operation or future direction. Working in collaboration with your IT team we can help to design a cloud technology roadmap, identifying initiatives that enable you to reach defined goals. Whether you are looking to implement an IT solution, develop bespoke software, create a website or launch a SharePoint intranet, we can guide you through the whole process.
To successfully execute and manage an IT strategy, your organisation needs an IT governance framework that defines how users and operators can interact with your business technology systems and infrastructure. Our consultants can help organisations to create IT governance procedures that mitigate risks by managing user-access rights, operating protocols and change-management policies.
|Planning service works with specific services||No|
|Training service provided||Yes|
|How the training service works||
Your most valuable asset is a skilled workforce. Nexus offers a wide range of authorised and bespoke IT training courses catering for both end users and technical personnel. At Nexus we know how critical it is for organisations of all sizes to have effective IT and communication systems that integrate with your daily business processes.
Efficiency is an essential part of a successful organisation, so it is imperative that your personnel maximise your IT investment by mastering the hardware and software solutions that you deploy.
It's a proven fact that effective IT training not only equips individuals with the skills to be more productive in the workplace but also promotes confidence and loyalty. Your most valuable asset is your skilled workforce.
Training courses can be delivered at the Nexus IT Training and Exam Centre in Exeter or at your premises. Courses are available for most industry-standard software products, however bespoke training courses are also available for specialist software and other hardware and computer network infrastructure products.
|Training is tied to specific services||No|
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||
Working closely with your IT team, we fine tune our cloud deployment and migration proposals to plot the best route towards a successful business systems upgrade or the installation and configuration of new technology. Our cloud service migration proposals incorporate a clear definition of any work that Nexus or the customer may perform, outside of normal working hours if necessary to minimise any interruption of services.
When the cloud service migration project has been successfully completed we don't just leave you with your new service. We document important changes to your administration and management processes. All of the IT systems migration plans we produce include optional training programmes, support and maintenance or managed IT services.
|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||
Best practice configuration, quality assurance and performance testing are at the heart of the cloud support services which Nexus provide for Microsoft products.
Through industry recognised training and certification, combined with real-world deployment experience, our cloud support team can pass on the latest best-practice configuration and deployment methodology to make your cloud service projects deliver positive outcomes and results.
|Security services type||
|Certified security testers||Yes|
|Security testing certifications||
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||
Nexus offer a comprehensive Cloud Support Service for all Cloud Services. Nexus deliver a comprehensive range of IT support and maintenance services supplying over 1,000 small, medium and enterprise-sized customers throughout the UK, 24 hours a day, 7 days a week. We have a series of support and maintenance options including:
Nexus Managed IT Service Advanced
Nexus Managed IT Service Premier
Nexus Guardian for IT Pros
Nexus Guardian for Business
Block Hour contracts
24/7 Technical Service Desk and Remote Support
Delivered 8am to 6pm Monday to Friday
Remote environment health checks and reports
Remote patch management
Remote configuration changes
|Email or online ticketing support||Email or online ticketing|
|Support response times||Business Hours: 08:00 to 18:00, Monday to Friday, excluding bank holidays in England and Wales - Critical Issues (30 minutes); Major Incidents (2 hours); Moderate Incident (4 hours); Minor Incident (8 hours). Optional Outside Business Hours Service: 18:00 and 08:00, Monday to Friday, 24-hour period coverage during Saturday and Sunday including bank holidays (Excluding Christmas Day) in England and Wales. Remote and Telephone support for critical issues only with a response time of 30 minutes, any Onsite support would incur additional fees.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 AAA|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Support levels||Support Levels: Nexus Managed IT Service Advanced; Nexus Managed IT Service Premier; Nexus Guardian for IT Pros; Nexus Guardian for Business - Support cost: Pricing is dependant on customers infrastructure and environment - Account Management: A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|Price||£50 per server per month|
|Discount for educational organisations||Yes|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|