Arcus Global Limited

Arcus Salesforce Managed Service, Customer Success and Support

Arcus Global offers support with certain complexities of administering and maintaining the environments of Salesforce.com. We offer ongoing support, configuration, administration and enhancement by expert resources. Following an initial on-boarding project, costs are based on the scope of service and complexity of the environment.

Features

  • On-demand Salesforce support
  • Experienced Salesforce administrators
  • Fixed price options: Clear, transparent and modular pricing
  • Flexibility to add on additional services
  • ITIL Service Management processes: Trusted and reliable processes
  • ISO 27001, 9001 and 14001 certified provider
  • Licence Optimisation
  • Monthly service reports
  • 3rd party product expertise
  • Access to Arcus developers and implementation teams

Benefits

  • Cost effective, scalable and sustainable support arrangements
  • Lower risk of introducing errors into production environment
  • Accurate budgeting without sacrificing value of technology platform
  • Reduced cost and less frustration from repeated conversations
  • Seamlessly integrated to internally delivered support arrangements
  • High quality and low risk support
  • Minimise costs without sacrificing business value
  • Identify trends/opportunities to drive further value from technology investments
  • Deliver to business objectives in the most cost effective/sustainable way
  • Accelerated and cost effective issue resolution

Pricing

£25 a user a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@arcusglobal.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 5 5 2 8 6 7 8 0 2 1 3 6 6 0

Contact

Arcus Global Limited Karen Humphreys
Telephone: +44 (0)1223 911841
Email: gcloud@arcusglobal.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Arcus supports our solutions which are built on Salesforce.com technologies. Our UK based service desk and support team provide 2nd and 3rd line support for customer environments.

Service scope

Service constraints
Customers to provide 1st line support: Throughout the project and leading up to deployment the customer will be responsible for appointing and training their selected in-house 1st line support team. In the case of our Product Solutions, taking steps to learn the Salesforce platform by undertaking Salesforce training empowers our customers team with knowledge and confidence and means their 1st line team will be ready to deal with Salesforce administration tasks.

User support

Email or online ticketing support
Email or online ticketing
Support response times
In less than four hours for priority one issues during UK office hours or at any time if the client is paying for 24/7 call-out.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Arcus Standard SLA (working hours):
Critical, Response < 4 hrs, Resolution 8 hrs.
High, Response < 8 hrs, Resolution 16 hrs.
Medium, Response < 16 hrs, Resolution 40 hrs.
Low, Response 40 hrs.

The response time is the maximum time in which Arcus will respond to the submitter acknowledging receipt of their issue, first you receive an automated response then one of the Service Desk will send you a personal message. The actual response time will generally be much faster. Achievement of these fix times is subject to the issue being within Arcus scope to resolve e.g. Salesforce or AWS technology issues will be subject to Salesforce or AWS’ own fix times.
The Arcus Service Desk will be the first point of contact for the Council’s 1st line support team (or other named support individuals) where they have been unable to resolve an incident or service request themselves.
All tickets recorded within our Support portal can be logged (and viewed and updated) via phone, email or web self-service. Arcus Global currently uses Salesforce as its Service Management system.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£25 a user a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@arcusglobal.com. Tell them what format you need. It will help if you say what assistive technology you use.