IT Lab Limited

IT Lab Remote and Desk-side User Support and Management

IT Lab provide a flexible blend of user support services. The service can be used for short term, overflow, non-core hours or as a BAU service. We can also provide infrastructure support, monitoring and remote management of cloud (IaaS, PaaS and SaaS) as well as customers’ own devices and environments.

Features

  • Flexible support and management giving 24/7 coverage
  • 1st, 2nd, 3rd line support available with highly capable staff
  • Specialist engineering and account management support
  • Extend support to cover management and monitoring of cloud services
  • Recommendation and implementation of applications, technologies and services
  • Dynamic ticket management and cross supplier liaison
  • Discrete and remote service desk
  • Dedicated and shared capabilities available

Benefits

  • Centralised engagement with 3rd parties and internal teams
  • Client specific dashboard and multi-supplier metrics
  • UK based on-site teams available
  • Burst into shared service desk at peak times
  • Gain out of core hours support
  • Provide service desk to a multi-sourced environment

Pricing

£2 to £40 per user per month

Service documents

G-Cloud 9

626684452914339

IT Lab Limited

Michael Bateman

020 7030 3333

MBateman@itlab.com

Planning

Planning
Planning service Yes
How the planning service works When architecting infrastructure solutions, our starting point is your business, your challenges, your objectives. Our focus is on enabling productivity, removing high cost investment cycles and increasing flexibility. When designing a technical solution, we consider all the technical and practical implications, including how users access applications and data; along with the available or required connectivity and networking. We will assess the comparative benefits of on premise infrastructure versus fully cloud based or hybrid solutions. This will include a range of specific considerations such as security, data retention, data protection, resilience, integration – and, of course, cost. Our design teams will draw-up an intelligent solution that brings elegance as well as effortlessness to your business.
Planning service works with specific services Yes
Hosting or software services the planning service works with Azure

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 No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works IT Lab provide a full-service wrap to Support Cloud Software and Hosting Services. Fronted by the 247-service desk & managed services (Monitoring, Patching, Anti-Virus, Firewall) team which forms the core of its support delivery to ensure that core service are supported and available around the clock. The service desk is formed of several virtual teams including a Cloud Hosting team which is a team of skilled engineering looking after what they know best. This is also supported by Network & Security virtual team which is a crucial part of Cloud based services.

The Support team is supported by the Account Management Team (Account Manager & Technical Account Manager) who are available to provide strategic and design requirements on an ongoing basis. The overall service is overseen by the Service Delivery Manager who governs day to day service and acts as your primary contact.

Service scope

Service scope
Service constraints None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are based on severity - Critical (10 minutes), Standard (45 minutes), Low (90 minutes). This is subject to having a support contract in place. These response times apply to outside of normal business hours (including weekends) subject to a 24/7 support agreement being in place.
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 IT Lab's 24.7 service desk puts an experienced team of highly-qualified engineers at your disposal. We have an enviable reputation for providing the kind of support your employees really want. Our service is a true round-the-clock, enterprise grade managed support service to ensure that the requisite expertise is on hand day or night to act swiftly should the unexpected happen. Response times are based on severity - Critical (10 minutes), Standard (45 minutes), Low (90 minutes). This is subject to having a support contract in place. These response times apply to outside of normal business hours (including weekends) subject to a 24/7 support agreement being in place. You will also have an assigned technical account manager who will work with you on current and ongoing requirements. We provide 3 service offerings: Dedicated help desk (starting at £20 per user, per month), Shared service desk starting at £20 per user, per month) and Out of Hours service (starting at £2 per user, per month).

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £2 to £40 per user per month
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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