Go Live UK Ltd

Cloud Computing Support and Maintenance

ISO 27001 approved, High Level, GDPR compliant Cloud Computing Support and Maintenance services involving but not exclusive to technical support to strengthen Backups, IT infrastructures, websites, dealing with Spam, Virus, Spoofing, Phishing, Spyware issues alongside Denial of Service Protections, Encryptions and assisting Business Continuity through online security, development and troubleshooting.

Features

• Website maintenance and support
• IT maintenance and support
• Website development, custom website development
• Cyber Security, Information Security
• Helpdesk - phone and email
• Vulnerability testing, OWASP, Penetration testing
• Fullstack, SQL, MySQL, MS Windows server, PHP .Net, WordPress
• Software development and maintenance
• DotNetNuke, DNN, Java, ReactJS, HTML 5, CSS 4, Angularjs| NodeJS
• Mobile design and development

Benefits

• Instant website and IT support
• Rapid website and IT support
• Telephone website and IT support
• Email support
• Fast website development
• Bespoke software solutions, development
• Customised software solutions development
• Software as a service SaaS project development
• Information portal development
• Flexible cloud computing solutions

£79 to £129 a unit an hour

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 projects@goliveuk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

602352475975024

Contact

Ivan Yordanov
02033717354
projects@goliveuk.com

Planning

• Planning service: Yes
• How the planning service works: Providing 20 years’ experience, we take pride in working collaboratively and ensuring protection from data-breaches, malware and phishing attacks. We employ expert engineers, not just graphic designers, who provide technical support and advise throughout the planning and or implementation stages of all our projects. ; ; During implementation new options are often identified. Buyers’ will have access to a flexible in-house team who can make those changes in hours, not days or weeks, saving time and cost.; ; We further help buyers plan how they’ll implement our cloud hosting or software services by firstly allocating a dedicated account manager who will explore the current environment and services and examine the services requirements and outcome aims before mapping out, in collaboration with the stakeholders, a personalised project journey plan.; ; The structured planning or onboarding service we provide is based on our unique process called S.U.C.C.E.S.S. which is a tried and tested, project development system based on best practices, past experience and compliance. It includes a 7-stage plan that covers design through to usability, finishing with testing and cyber security. We "leave no stone unturned", considering all aspects, in particular - performance, speed, usability, user experience, cyber security, GDPR, legislation, productivity, reliability, scalability, cost, governance
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We help buyers migrate by working closely with them to agree a data or cloud exit strategy and/or a cloud to cloud migration strategy and processes document, used to inform the IT processes for managing the technical transition and how to address any issues that may arise.; ; We will take the lead and assess the online premises infrastructure, network and data dependencies and topology, select applications most suited for Cloud migration and process Cloud service options to map selected applications to the optical choices , further developing the migration plan and process flow to account for important details such as data replication account login and connections to dependent apps create the appropriate cloud hosting environment for and test applications in a pilot environment. ; ; At this stage we will discuss with buyers the various options, taking responsibility for establishing the migration-architect role, the level of cloud integration, clarifying the cloud KPIs, performance baselines, migration components and performing any necessary refactoring; with consideration of interoperability, data and application portability, data integrity and security; and business continuity. Our typically used solutions are based on Open Source software that are easy to implement and migrate from one hosting provider to another.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Predominantly with Microsoft servers

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our quality assurance and performance testing is based on best practices and governance underpinned by approved ISO 9001-ISO 27001 and ISO 31001 standards as well as 2nd party approved QMS systems. We use this knowledge and experience, established processes and practises to advise buyers appropriatley on testing scope and the best ways of adopting effective project bespoke quality controls and ensuring they are meaningful and measurable. ; ; They will have accesss to a specific Quality Control Manager who oversees our rigourous quality assurance and performance testing that our tech teams perform. Quality benchmarks are created and used as checklists to ensure that the way we monitor and measure our performance and standards is structured and auditable.; ; These quality testing measures are applied as standard and continuously cover scheduled:; 1. Requirement testing; 2. Design evaluation; 3. Functionality testing; 4. Cyber security/ vulnerability testing; 5. Performance testing; 6. Search Engine Optimization Auditing; Also every single project element is measured against the GDPR requirements from ICO and performance tested. Our buyer support in this area is soundly based on best practise and a dedication to continuous improvement.

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: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: We employ expert engineers, not just graphic designers, who provide technical support and advise throughout the planning and or implementation stages of all our cloud hosting or software projects. ; ; A 7-stage plan that covers design through to usability, finishing with testing and cyber security supports the services we provide which also include a instant support helpdesk, access to cloud technicians and account managers. ; ; We support cloud hosting or software services through the application of Cyber Guardian Hosting designed to fulfill standardised requirements for UK businesses, covering hosting reliability, speed and security. Also, through SLA’s that deliver 99.999% up-time guarantees supported by programmed security updates for hosting platforms, content management systems (CMS), SQL servers, plugins and custom developed software. ; ; Working collaboratively with our customers we provide support that delivers protection from data-breaches, malware and phishing attacks through utilising our highly qualified team, managed by a hands-on CEO who attended and executed the Ethical Hacker course, run by Firebrand Training, certified by the NCSC, delivers lectures on the subject of Cyber Security, Information Security and GDPR, including invitations by (DCMS). He is also a member of ISACA, the Global Information Security Community and of the Chartered Institute of Information Security (CIISec)

Service scope

• Service constraints: 1. We support only Microsoft and Apple Mac platforms. We do not support Linux; 2. We provide onsite and remote support, where onsite support is limited to London and Home counties; 3. Training is usually provided to groups, not one-to-one training

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email and ticket response support is provided by our back-office tech team, supervised by a dedicated technical account manager who also oversees the quality measures and performance levels associated with our target response times. Our aim is to respond to all questions sent by email within 2 hours - 9am-5pm, however typically this is achieved within 1 hour. At weekends we will respond to queries within 4 hours.; ; Emergency and Out of Office support is also provided through a critical hotline facility which can be further accessed via email/ticket and mobile phone to enable 24/7 instant priority emergency support.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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: WCAG 2.1 A
• Web chat accessibility testing: We are currently undergoing processes to conduct planned web-chat testing with assistive technology users to accompany our existing WAVE tests and forum feedback actions. The results of this will be made available.
• Support levels: Level 1 Support – delivers basic help desk resolutions, dealt with through support which is provided at no cost when applied within an agreed work support package. This usually takes the form of online Self -Service or Ticket Support which is then immediately prioritised and responded to within agreed response times; usually within 2hrs.; ; Level 2 Support - delivering more in-depth product and service support through a dedicated Cloud Support Engineer. Rates outside of agreed support packages are £90 per hour.; ; Level 3 Support – delivering on-site support provided by a technical engineer - subject to advance arrangements or a standard hourly rate of £79 per hour.; ; Support responses are electronically monitored to enable precise reporting and auditing of response time performance and are supported by a technical account manager who is equipped with full knowledge of any contract requirements, specifications and service level agreement.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Fasthost, Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Pricing

• Price: £79 to £129 a unit an hour
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 projects@goliveuk.com. Tell them what format you need. It will help if you say what assistive technology you use.