Jigsaw24

Jigsaw24 Cloud Helpdesk Services and Support

Jigsaw24 provide a Cloud help desk / service desk for Jigsaw24 cloud services. The Service Desk will take calls from end users or nominated buyers and manage the call through to resolution. The service is focused on delivering a great user experience to our customers and improving employee productivity.

Features

  • Cloud and Multi-technology Support
  • Expert Cloud assistance
  • cloud and technology advice and guidance

Benefits

  • Maximise User productivity
  • maximise user technology availability

Pricing

£5 to £12 per unit

Service documents

G-Cloud 9

579959903551677

Jigsaw24

Hannah Hally

0115 9707765

gps@jigsaw24.com

Planning

Planning
Planning service Yes
How the planning service works Jigsaw24 have an established methodology for setting up cloud service desk or help desk services for our cloud software solutions. The service is usually taken on as part of a cloud migration project but is also available standalone. Jigsaw24 will setup user access through a dedicated phone number and email address for the buyers organisation. Once this is setup, the help desk system is setup with entitlements for the service and a start date agreed.
Planning service works with specific services 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 testing service Yes
Security testing type IT Health Checks
Accredited security testers No

Ongoing support

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 Jigsaw24 provide a service desk to support our cloud hosting solutions. Our Techbars are remote extensions of this service. All technical staff are fully accredited and experienced. The SLAs can vary depending on the specific terms of the support contracts. Service availability SLA is 99.99%, support priority 1-4 basis with response times from 1hr to next business day. The customer will have the initial escalation point with their account manager. A ticket will then be raised and a cloud support engineer will be assigned.

Service scope

Service scope
Service constraints Tech Bar and Support options are flexible depending on the needs and requirements of the customer.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 8.30am-6:00pm, Monday to Friday Support priority 1-4 basis with response and fix times from 1hr to next business day.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Web chat is offered through the Jigsaw24.com website. Available to all users.
Web chat accessibility testing No formal testing but the service has been in place for over 12 months and web chat functionality is available for assistive technology users.
Support levels Service availability SLA is 99.99%, support priority 1-4 basis with response times from 1hr to next business day. The customer will have the initial escalation point with their account manager. A ticket will then be raised and a cloud support engineer will be assigned.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Apple, Adobe, Jamf, Microsoft

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £5 to £12 per unit
Discount for educational organisations No

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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