Roc Technologies Limited

Roc Managed Cloud Services

Roc’s Managed Cloud services provide G-Cloud customers with a range of modular support packages for private, hybrid and public cloud infrastructure, operating systems and applications.

These services are underpinned by Roc’s UK based managed services team and delivered in line with ITIL, ISO27001 and Cyber Essentials best practice.

Features

  • Services are delivered to ITIL best practice
  • The service is available 24x7x365
  • UK based security cleared team to SC and DV level
  • Telephone, email and online incident or request logging
  • Integrated Cloud Protected Monitoring for information assurance
  • Choice of Roc or customer owned monitoring tools
  • Routine operational tasks and patching for your systems
  • Strict change management processes
  • Availability and capacity monitoring
  • Experienced at working with OFFICIAL SENSITIVE data

Benefits

  • Assured delivery by security cleared professionals
  • Flexible options for supporting your cloud journey
  • Process expertise ensures efficient delivery of services
  • Fast, friendly and flexible partner to support your services

Planning

Planning
Planning service No

Training

Training
Training service provided Yes
How the training service works Our unique approach to cloud adoption leads you and your colleagues through technology change, embeds new ways of working and accelerates the results from anticipated benefits. Our team of consultants work within your organisation to develop a strategy that addresses your challenges and has the organisation’s outcomes in mind. Our strategies ensure people develop the understanding, skills and knowledge they need to be able to change their working habits – it’s a challenging process. We deliver these services by applying our Excite, Equip, Embed approach: EXCITE makes people aware of the technology change and helps them understand the benefits it will give them. It ensures people are enthusiastic about what’s on the horizon and creates the desire to change. EQUIP gives people the skills and knowledge to use the technology effectively through relevant, effective and contextual learning solutions. Learning can be online content, guides, face-to-face or virtual delivery. EMBED recognizes that habits are hard to break and it is easy to fall into familiar ways of working. It also recognises that working in your organisation might be a unique experience. We find ways to promote and reinforce use of the technology beyond the life of the project.
Training is tied to specific services 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 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 Yes
Security testing certifications
  • GBEST
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works Roc’s Managed Cloud services provide G-Cloud customers with a range of modular support packages for private, hybrid and public cloud infrastructure, operating systems and applications.

These services are underpinned by Roc’s UK based managed services team and delivered in line with ITIL, ISO27001 and Cyber Essentials best practice.

Roc's services cover Cloud Application, Cloud Server OS and Cloud Infrastructure and network management.

The above service modules are offered based upon a fixed price, per supported item, per month. Variable billing then applies for any additional change management services delivered beyond those include within a module.

Roc’s Managed Cloud services are offered with a choice of SLA and Service Delivery options. They can also be configured to take into account:

• Client specific operational processes
• Complex or custom applications.
• The use of client owned service management and operational tooling
• Enhanced information assurance requirements – such as SC or DV clearance
• Enhanced service delivery reporting.

Client specific processes are underpinned by Roc’s Process Management platform. During the service initiation and transition, Roc will map all applicable processes, capturing all inputs, outputs and works instructions for each tasks within a process.

Service scope

Service scope
Service constraints Roc expects that the clients service desk will employ reasonable efforts to 1) eliminate end-user error and 2) identify the most appropriate resolver group.

Roc request that the clients service desk will operate during the same hours as the selected Roc service and manage communications amongst client stakeholders.

Roc assumes that an existing, industry standard remote access mechanism will be available, via the internet, PSN, HSCN/N3, RLI or dedicated client WAN.

Customer must have appropriate vendor support arrangements in place.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All email and online support requests will receive an immediate automated response. The SLA associated with the specific contract will determine the actual response and resolution timescales, including any variation for weekends and bank holidays. This will typically range from 30 minutes to 2 hours.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
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 The assistive technologies JAWS, NVDA, and VoiceOver are used to test the system.
Support levels P1 (Critical) Critical Business Impact. A complete service failure or severe degradation of service. Typically impacting >50% of users at a supported site, or >50% users of a supported system. No acceptable workaround available. 15 minute target response, 30 minute target updates, 4 hour target resolution.

P2 (Serious) 30 minute target response, 1 hour target updates, 6 hours target resolution.

P3 (Medium) 2 hour target response, 10 hour target updates, 16 hours target resolution.

P4 (Low) 10 hour target response, 20 hour target updates, 40 hours target resolution.
Our contracts will typically include a Service Delivery Manager and/or a Technical Account Manager. All contracts provide access to our team of Cloud Support Engineers.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £8 per unit per month
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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