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.

Features

  • Enhanced monitoring
  • Self-service Portal
  • 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

G-Cloud 11

634878973044489

ANS Group

Anthony Maxwell

+44 (0) 1612271000

tenders@ansgroup.co.uk

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

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
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 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
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 scope
Service constraints No

User support

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

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

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

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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