ANS Group

Cloud Managed Services

Private Cloud hardware break/fix, Enterprise Monitoring, Service Management, Fully Managed cloud services. ANS provides a full service stack across Private, Public and Hybrid Cloud management. Applicable to both Microsoft Azure and Amazon Wed Services (AWS).

Features

  • Enhanced monitoring
  • Self-service Portal
  • ITIL Aligned Service Management
  • Hardware Break/Fix
  • Major Incident Escalations
  • Incident Management Process
  • Change Management Process
  • Release Management Process
  • Service Level Agreements
  • Service Credits (where applicable)

Benefits

  • Pro-active monitoring of any device
  • Fixed monthly costs
  • Availability guarantees
  • Customers Change & Improve whilst ANS Manage & Maintain
  • Planning Support
  • Exchange CSP
  • Microsoft Office 365 Migration

Pricing

£1.75 to £3000 per device per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

6 3 4 8 7 8 9 7 3 0 4 4 4 8 9

Contact

ANS Group

Anthony Maxwell

+44 (0) 1612271000

tenders@ansgroup.co.uk

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
ANS has a portfolio of cloud migration services, and can be consumed on a 234 x 7 x 365 basis to enable. ANS’ workload migration services includes known disruptive preparation, out of hours failover, and is 10 x faster than traditional migratory services.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Company procedures are managed to meet all of our legal, regulatory and contractual obligations. ANS has implemented an Integrated Management System (IMS) that has been verified by our external accreditor to be compliant with the international standard for Quality Management, ISO 9001. The system is a quality assurance framework that is supported by documented policies and procedures, and underpinned by the pragmatic application of business best practice.

ANS reviews customer service results, reports and other outcomes, obtaining agreement on service improvement plans or works required to ensure continued SLA compliance, evaluating Supplier performance against SLA. These include: Service Management Report (SMR) and TAEO Report (Trending, Analysis, Efficiency and Optimisation Report).

These documents are presented to customers at Service Management meetings.
Our Standard Service Management Report and TAEO Report (Trending, Analysis, Efficiency and Optimisation Report) deliver the following performance indicators:
• Number of calls opened, closed, currently open/unresolved
• Capacity
• Availability
• Incident reports
• Performance

The following key performance indicators will also be provided in the Standard Service Management Reports:
• Repeat incident frequency by type of incident
• Operational metrics
• Details of replacement part usage
• Operational risk profile
• Records showing fault to fix times.

Security testing

Security services
Yes
Security services type
Other
Other security services
Assessment of an organisation's specific Security and Compliance obligation

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
There are three different support levels: Enhanced, Managed and Managed Cloud.

Enhanced support offers 24/7 support, 30 minute responses to SLAs and access to the ANS GLASS portal. The first step begins with an on boarding health check to understand the intricacies of your environment, and is followed by the go-live of our Enterprise and Monitoring System for a truly proactive support SLA.

Managed support sees ANS take complete responsibility for the platform availability, to deliver a utility grade SLA. Managed support identifies more than 75% of all incidents proactively through our Enterprise Monitoring System, with each incident assessed and resolved without customer interaction.

Managed support provides access to ANS’ industry leading certified support engineers and experts on the end of the phone 24x7x365, as well as an aligned Service Manager from our specialist service management team.

Managed Cloud offers 24/7 support, 30 minute responses to SLAs and access to the ANS GLASS portal. The first step begins with a detailed on boarding health check to understand the intricacies of your AWS or Azure environment.

ANS’ Cloud Management and Monitoring System will tailor thresholds for billing, performance and security policies, while ANS’ automation and Night-Watch service will reduce operational overheads.

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
Customers will be able to take advantage of industry leading certified engineers and experts on the end of the phone 24x7x365.The service desk is backed by ITIL aligned process and provides comprehensive Response SLAs from P1 to P5:

P1 - 30 Mins
P2 - 1 Hour
P3 - 4 Hours
P4 - 1 Day
P5 - 2 Days

All incidents are recorded in ANS’ Service Desk ITSM system under the Incident Management workflow. ANS records the name of the person reporting the incident, call time and any pertinent information, along with resolution criteria ensuring that the workflow is initiated correctly.
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
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Integration with Microsoft Teams/Slack
Web chat accessibility testing
Though we do not conduct any formal testing assistive technology users – We have selected both Teams and Slack due to the variety of communication methods that are integrated – text chat, voice and video.
Support levels
There are three Support levels: Enhanced, Managed and Managed Cloud. Enhanced Support offers 24/7 support, 30 minute responses to SLAs and access to the ANS GLASS portal. The first step begins with a detailed on boarding health check to understand the intricacies of your environment, and is followed by the go-live of our Enterprise and Monitoring System for a truly proactive support SLA.

Managed Support sees ANS take complete responsibility for the platform availability, to deliver a utility grade SLA. Managed support identifies more than 75% of all incidents proactively through our Enterprise Monitoring System, with each incident assessed and resolved without customer interaction.

Managed Support provides access to ANS’ industry leading certified support engineers and experts on the end of the phone 24x7x365, as well as an aligned Service Manager from our specialist service management team.

Managed Cloud offers 24/7 support, 30 minute responses to SLAs and access to the ANS GLASS portal. The first step begins with a detailed on boarding health check to understand the intricacies of your AWS or Azure environment.

ANS’ Cloud Management and Monitoring System will tailor thresholds for billing, performance and security policies, while ANS’ automation and Night-Watch service will reduce operational overheads.

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£1.75 to £3000 per device per month
Discount for educational organisations
Yes

Service documents

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