UCNS Managed IT

UCNS - Cloud Public Library ICT Management

A cloud enabled service dedicated to the Public Library Sector, providing proactive management of Public facing ICT services. Including but limited to ICT, Kiosks, Self Check-In appliances, desktop builds, monitoring, onsite management and cloud ITIL service Desk. All services governed by ISO9001 and ISO27001 including Cyber Essentials Plus. UK Based.

Features

  • UK based 24x365 service desk
  • Varying levels of Service support hours (up to 24x365)
  • ISO 9001 (quality) and ISO 27001 (security) for confidence
  • Specialist technical team with industry leading expertise
  • VIP and Executive aware service models
  • Continuous improvement programme in place
  • Asset inventorying for easy escalation and asset identification
  • Remote support tools for remote resolution
  • Network, systems and hardware monitoring capability
  • Change management (CAB) integration capability

Benefits

  • Efficient and stress-free resolution of service requests and incidents.
  • No single point of failure delivering greater service availability.
  • Service Level Agreement (SLA) monitoring
  • High first call resolution rate (FCR)
  • Overflow only services
  • User satisfaction survey for all calls
  • Accredited to ISO 9001 - Quality Management UKAS audited
  • Accredited to ISO 27001 - Information Security UKAS audited
  • Accredited Cyber Essentials Plus for additional security
  • Wholly owned and managed on boarding planning and process

Pricing

£5 to £105 per unit per month

  • Education pricing available

Service documents

G-Cloud 10

475301714448390

UCNS Managed IT

Khalid Hameed

0330 113 5000

dos@ucns.com

Planning

Planning
Planning service Yes
How the planning service works A comprehensive migration to the cloud strategy will be developed to suit the customer requirements and owned by UCNS Managed IT including;

Scope definition
Project plan
Implementation plan
Stakeholder KPIs
Criteria for success
QA Testing and Go Live training
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works All training for this service can be customised in partnership with the customer. We have a strong background in developing and delivering bespoke targeted training.
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 Moving the current support service to cloud provides for greater flexibility and operational coverage, our integrated transition/migration service ensures no business workflows are overlooked and the service improves the overall end user experience. For customers already in a cloud support model, our competitive pricing and unrivalled support provide an effective alternative for greater choice and comparison.
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 UCNS Managed IT are an ISO 9001 certified business and operate to a comprehensive ITIL best practice. A comprehensive QA test plan will be developed to meet the customer requirements, or developed on their behalf depending on the level of involvement desired.

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
How the support service works A wide variety of cloud services are supported ranging from User management to Service management to general Helpdesk support.

Service scope

Service scope
Service constraints Support is offered in the first instance remotely with scalable options for onsite service on demand

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLA levels are defined based on times and user priorities. For example, the standard response is within 30 minutes during typical/standard office hours, and within 60 minutes all other times. This is enhanced for Executive or Power users for faster mobilisation and response (15 minutes) but typically within minutes.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Support levels Support options include:
Standard support level; 9-5 M-F
Enhanced support level; 8-6 M-F
Premium support level; 24x7x365
Executive support additionally provides dedicated manager
Triage, Level 1, Level 2, Level 3 technical support as well as overflow only
Refer to pricing document/SFIA rate cards accordingly

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 £5 to £105 per unit 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
Return to top ↑