Nexus Open Systems Ltd

Nexus Guardian for IT Pro

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.

Features

  • 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

Benefits

  • 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

Pricing

£50 per server per month

  • Education pricing available

Service documents

G-Cloud 10

471693909377223

Nexus Open Systems Ltd

Chris Goodwill

01392 205095

sales@nexusos.co.uk

Planning

Planning
Planning service Yes
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

Training
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 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
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 testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers Yes
Security testing certifications
  • CREST
  • Cyber Scheme

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 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

Service scope

Service scope
Service constraints Delivered 8am to 6pm Monday to Friday
Remote environment health checks and reports
Remote patch management
Remote configuration changes

User support

User support
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 Yes
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.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £50 per server per month
Discount for educational organisations Yes

Documents

Documents
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
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