Information Initiatives

Private Cloud Critical Equipment Helpdesk

Our Critical Equipment Helpdesk service provides a full-service wrap around heterogeneous manufacturer cloud infrastructure equipment support. We provide full problem management from the point that a fault is reported to resolution for a fixed annual cost. The service is designed to support industry standard solutions from Hewlett Packard and Cisco.

Features

  • Provides Private Cloud Infrastructure equipment support
  • Fully managed incident handling

Benefits

  • Enhances service availability
  • Integrates with our “Private Cloud Helpdesk” service
  • Fixed annual cost

Pricing

£10000 per unit per year

Service documents

G-Cloud 11

565984189459024

Information Initiatives

Martin Crawshaw

0330 808 5101

mcrawshaw@information-initiatives.com

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

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 a third-party organisation
How the support service works This service ensures that the critical Private Cloud Infrastructure equipment is maintained to maximise availability. In the event of an equipment failure we will liaise with the appropriate manufacturer and coordinate the incident resolution to its conclusion. This includes the provision of replacement components and escorting service engineers on site as necessary. This service is designed to integrate with our “Private Cloud Helpdesk” service.

Service scope

Service scope
Service constraints This service is available in central London.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1-hour during standard business hours.
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 The service is offered as a 2nd line and higher helpdesk and support service. Please see our "Service Definition" document for a full explanation of the incident handling procedure.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Hewlett Packard Enterprise and Cisco

Staff security

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

Pricing

Pricing
Price £10000 per unit per year
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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