Sitekit Solutions

Sitekit Technical Cloud Support Services

Sitekit Cloud Cloud Support Services provides ITIL aligned support for cloud based software services through telephone and online support. A single point-of-contact service desk is available to meet and manage all queries. Staff resolve and manage calls, problems, and service requests.
Technical and engineering support is also available.

Features

  • State of the art multichannel support
  • End to end incident, problem management and escalation
  • Workflows that adhere to ITIL standards

Benefits

  • Decreases support costs and downtime
  • Enhances user satisfaction
  • Transforms client servicing system for flexible environments

Pricing

£10000 per unit per year

Service documents

Framework

G-Cloud 11

Service ID

6 9 2 5 4 9 2 6 7 6 7 7 6 0 7

Contact

Sitekit Solutions

Sales at Sitekit Solutions

08452990900

solution-sales@sitekit.net

Planning

Planning service
Yes
How the planning service works
Plan activities describe how we’ll work with you to get there: typically, Sitekit advocates the use of agile delivery methodologies to ensure:

· Work is prioritised to deliver an MVP (minimum viable product)

· Effort to deliver is transparent and manageable

· Sufficient room for change in scope

The output of this phase includes a project plan, setting clear expectations of what will be delivered when, and more detailed backlog – describing the functionality to be delivered and acceptance of the work itself.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
This may include aspects such as baselining support requirements to agree an appropriate SLA, and working with your user support teams to understand how bugs are triaged and managed through to resolution.

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
This is dependent on customer requirements notification and loggin can be immediate.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
1)Very High: A security breach whereby a third party gains access to personal data or an individual’s account may be compromised. A security alert that is categorised as being critical to data security. In the event of a security breach, the technician will take immediate action to limit further unauthorised access to the Infrastructure Applications. Investigative work to provide a resolution will then commence during Service Hours • Response: 30 minutes • Resolution: 8 service hours 2)High - An error that renders the software inoperative or causes the software to fail catastrophically. • Response: 1 service hour • Resolution: 16 service hours 3)Normal - An error that affects performance of the software and significantly degrades the use of the software. A security alert that is categorised as being medium severity. • Response: 1 service hour • Resolution: Best efforts to obtain resolution in 40 service hours 4)Low - An error that affects performance of the Infrastructure Applications but does not significantly degrade the use of the service. A security alert that is categorised as being low severity. • Response: 1 service hour • Resolution: Best efforts to put resolution in the next software release Fees as per pricing doc

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£10000 per unit per year
Discount for educational organisations
No

Service documents

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