Westgate IT

End-User Cloud Support

Westgate IT provide a comprehensive End-User Remote Support and Service Desk package. Our approach is to provide one contact point for all problems including support on all aspects of a solution covering software and general advice.

Features

  • Problem & Incident management
  • ITIL Compliant Service Desk
  • Management Reports
  • ISO 9001, ISO 27001, ISO20000, Cyber Essentials+ Certified
  • Third Party Liaison

Benefits

  • Reduce staffing costs
  • Wealth of experience
  • Trained professionals available to you

Pricing

£9 to £15 per user per month

Service documents

Framework

G-Cloud 11

Service ID

6 8 8 0 0 5 1 1 0 1 8 6 0 1 1

Contact

Westgate IT

Nigel Phillips

0330 20 20 369

Nigel.Phillips@Westgateit.com

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 This service enables users to work effectively with both fully cloud based solutions and hybrid solutions. This is completed by having a fully supported setup.
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 No

Security testing

Security testing
Security services No

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 Westgate IT have engineers with a wide variety of skills and specialities. These skills are developed and homed through regular training and engineers are deployed depending on the work required.
Westgate IT engineers primarily trained in supporting Microsoft products but also have a vast experience with a numbers of software suppliers including Mac, AWS, VMWare, Veeam, ESET.

Service scope

Service scope
Service constraints The majority of support is completed remotely but an on-site presence can be arranged if remote support is not possible.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are dependant on priority.

These priorities are:
Critical - Within one hour.
High - Within two hours.
Medium - Within four Hours.
Low - Within ten hours.
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels Westgate IT operate three levels of support, 1st line, 2nd line and 3rd line.
Each issue raised is initially assigned to our 1st line team, this team investigates the issue and will resolve/escalate as appropriate following Westgate IT procedures to find the swiftest long-term resolution.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Pricing

Pricing
Price £9 to £15 per user per month
Discount for educational organisations No

Service documents

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