Interoute Communications Limited

Infrastructure and Application Management Services

Interoute provides Infrastructure and Service Desk services: 24x7 Management Remote Help desk Onsite Help desk and Support OS Capacity Management Back-up Patching Antivirus Application Management Active Directory SQL Microsoft, Exchange, SharePoint, Skype for Business Program management Personnel including Technical Management Service Management Solutions Consultancy Application Management specialists TDA Help desk

Features

  • Service Desk -Ticket handling, notifications, execute requests and planned works
  • Managing resolution through liason with the Interoute Operational Centres
  • Proactive notification of incidents and ticket handling
  • Monitoring of server connectivity
  • Operating system administration
  • Infrastructure capacity management
  • Monitoring services of all server elements to agreed thresholds
  • Anti-virus, security threat alerts, automatic distribution of anti-virus signatures
  • Managed back-up, object storage, SSD to agreed schedules
  • Patch management, implementation of patches for security vulnerabilities

Benefits

  • Access to a vast array of professional and Support Services
  • Additional resources available to meet short term demand
  • Flexible contracting, Capex and Opex Expenditure
  • Reduced downtime through 24 x 7 remote monitoring and management
  • Single Point of contact for all infrastructure services
  • Options including Service Desk, network, voice, SIP and Internet Services
  • Logical add-on to managed platform services
  • Established on-boarding process designed to minimise user disruption
  • CAS(T) Operational Centre with SC Cleared personnel
  • Options for onsite and/or remote end user service desk

Pricing

£750 a unit a day

Service documents

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 tony.vesty@gtt.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 6 5 7 9 5 6 1 4 7 8 1 0 5 3

Contact

Interoute Communications Limited Tony Vesty
Telephone: 0777 2613722
Email: tony.vesty@gtt.net

Planning

Planning service
Yes
How the planning service works
Interoute operate an on boarding process which includes four key stages.
1. Requirements, Due Diligence & Planning phase to fully understand the scope and then prepare for the implementation of the “core service”, causing the minimum of disruption to users.
2. Service Development phase creates smart, dynamic and efficient support processes that will fulfil the service level agreements, implement effective reporting metrics and facilitate the required knowledge transfer.

3. Release & Deploy phase is to implement the service, OAT and UAT is performed to ensure all services have been implemented and signed off before full go live and sign off live service.

4. Validate & Acceptance phase is to ensure the newly built service has been thoroughly tested and meets the clients initial business needs. This is an opportunity to correct any issues and refine any processes. The service is then signed off by the client and Interoute.

Interoute deploy the above process for service desk, service management, managed platform and applications including Microsoft Exchange, Active Directory, SQL and Skype for Business.

Interoute expects the client to play a major role in this process ensuring an effective and thorough knowledge transfer
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Active Directory
  • Microsoft Exchange
  • SQL
  • SharePoint
  • Storage
  • Compute
  • Backup

Training

Training service provided
Yes
How the training service works
Interoute will provide clients access to our customer web based portal which is intuitive and simple to use. During the project phase, the Interoute Customer Service Manager will provide the client with training on the portal. In addition, Interoute will also provide User Manuals for all users and will make available our “Live Chat” functions where, during business hours, users will be able to receive support from an Interoute agent regarding how to use the portal. This immediate form of communication will reduce time from the moment a question or issue arises and will therefore ensure these are cleared up and answered as quickly as possible which will greatly benefit clients and the overall relationship with Interoute.

As part of the on boarding process Interoute will look to integrate both tools and processes from the client to ensure a smooth transition and continuity of service.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Interoute will conduct a detailed analysis of the client's service desk, physical and virtual infrastructures, applications and support practices.

This will form part of due diligence as described in the On Boarding process and is designed to ensure minimum disruption to users and an effective knowledge transfer.

Using a combination of on site and remote personnel, Interoute will migrate services in conjunction with the agreed and published project plan, keeping the client fully informed of the status and identifying any potential risks or delays.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Storage
  • Compute
  • Backup

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Interoute has over twenty years’ experience designing and delivering secure solutions across all categories of Public Sector businesses, from local government and defence to central government. We are committed to the quality, discipline and security ethos brought about by standards compliance, reflected in our accreditation to ISO, ITIL, CAS(T) standards and have obtained information security clearance up to security level IL3. Additionally, we adhere to industry standards for service operation, delivery and project management such as PRINCE2 and ITIL.
The Interoute design ethos is built around the understanding that there are many providers in the industry all offering services that bring advantages to end clients and therefore our ability to integrate suppliers to offer optimised solutions drives our design objectives and reflects the importance of flexibility, key to the core ideals of Interoute.

Interoute will establish a set of standards against transition measurable outputs or deliverables. These standards will determine the quality assurance activities undertaken by the Project Manager. Interoute will provide the client with a Detailed Transition Plan, owned by the Interoute Project Manager and updated regularly as to reflect the status against baseline.

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
Cyber Scheme

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
Interoute provide application management for the following:
Operating System, Anti-virus and Patch Management
Active Directory
SQL
Microsoft Exchange
Skype for Business
Oracle
SharePoint

Service scope

Service constraints
On a case by case basis, as part of the on boarding process, Interoute will assess our capabilities to support in house developed and bespoke client applications.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Interoute operate on a 24x7 basis with established escalation paths for both in and out of hours covering all services described.
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
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Live Chat is available to assist clients with the use of the "My Services" web portal which provides:
• Reporting
• Invoices and CDRs
• User Management
• Search and Filter
• Incidents and Requests
• Orders
• Alarms
• Performance Monitoring
• Secure customer Access
• Service Level Agreements
In addition Live Chat is available to answer user specific queries relating to the product or service purchased.
Web chat accessibility testing
Whilst Interoute does not have any record of documented testing with assisted users, we own the technology which provides our web chat facility and would therefore be in a position to develop a solution to meet the individual needs of an assisted technology user.
Support levels
Interoute is able to provide bespoke SLAs based on individual client requirements. Our standard approach is to categorise incidents into five priorities based on severity and the number of users impacted. Therefore our target time to resolve is as follows:
P1 - 1 hour
P2 - 4 hours
P3 - 8 hours
P4 - 3 working days
P5 - 10 working days

Service requests are divided into two priorities:
P1 - 3 working days
P2 - 10 working days

Any firewall change or emergency is targeted at less than 1 hour.

All services are supported by the programme management office which includes both Service and Technical Management and acts as the point of contact and escalation.

A detailed description of the support levels is provided in the Service Definition document.

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
£750 a unit a day
Discount for educational organisations
No

Service documents

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 tony.vesty@gtt.net. Tell them what format you need. It will help if you say what assistive technology you use.