Sundown Solutions Ltd

24/7 365 Service Desk

Sundown Solutions offers a 24/7/365 service desk covering the entire Microsoft stack and web technologies. Our tier 3 positions are filled by Microsoft Certified Masters (MCM/MCSM) or Microsoft Most Valuable Professionals (MVPs). Choose any method of contact: Phone, Screen Share, Email, IM, or any other method you'd like.

Features

  • Architectural Design Assistance
  • 24/7 Support
  • Patching and Maintenance

Benefits

  • We have Microsoft's most qualified resources
  • Immediate response times
  • Available 24/7

Pricing

£3000 to £4500 per unit per month

Service documents

G-Cloud 9

693677402960272

Sundown Solutions Ltd

Heath Groves

02087 980525

heath.groves@sundownsolutions.co.uk

Planning

Planning
Planning service Yes
How the planning service works We provide guidance for organisations based on Microsoft's best practice recommendations and decades of experience. We offer guidance on Azure, Office 365, SharePoint, CRM, Active Directory, SSO, and other web technologies.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • SharePoint
  • CRM
  • Azure
  • Office 365
  • ADFS
  • Active Directory
  • Web Applications
  • SAML implementations

Training

Training
Training service provided Yes
How the training service works We have several Microsoft Certified Trainers on staff who are also consultants with real-world experience. We can offer Microsoft Official Courseware (MOC) based courses or custom training specific to your organisations systems and use cases. We offer dev, it pro, power user, and end user training.
Training is tied to specific services Yes
Services the training service works with
  • Azure
  • Office 365
  • SharePoint
  • CRM
  • ADFS

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works We can assist organisations moving between any cloud hosting provider to help ease the transition into their next phase of endeavours. We have experience with Azure, AWS, VMware cloud, Rackspace, and many other providers. Whether you are moving between services, into one of our SaaS solutions, or any other scenario, we can be there as a trusted advisor and implementor.
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 Our QA processes are included with all dev work. Performance testing is entirely based on the application and needs of the project. We can assess network performance and traffic, as well as concentrated breakdowns of where that traffic is from/to. We also provide Performance testing to web applications, mobile apps, and Windows Servers and server applications.

Security testing

Security testing
Security testing service Yes
Security testing type
  • Penetration testing
  • IT Health Checks
Accredited security testers 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 We offer a 24/7 service desk with all of our Tier 3 positions being filled by Microsoft Certified Masters (MCM/MCSM) or Microsoft Most Valuable Professionals (MVPs). We provide support for all Microsoft software and services, as well as other web technologies & platforms such as LAMP servers, WordPress, SiteCore, SiteFinity, and more.

Service scope

Service scope
Service constraints Our service desk is 100% remote. Otherwise, we do not have any other constraints on the service.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Severity 1 – Response within 4 hours
Used for important cases, that require an immediate fix. The definition of a sev 1 can be termed as:
“All users, cannot get to, access or use some of their data”

Severity 2 – Response within 8 hours
Used for standard issues that require investigation
“Some users, cannot get to, access or use some of their data”

Severity 3 – Response within 3 days
“Usually a request for information, training, or infrastructure work”
User can manage status and priority of support tickets No
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 WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing We personally have not tested this. We utilise Skype for Business and Join.Me for chat sessions, depending on client needs. Both vendors have reported to us that they comply with WCAG 2.0 AA standards where applicable, however many of the requirements of WCAG 2.0 do no apply to the applications.
Support levels Our 24/7 Service Desk with T1/2/3 coverage and round the clock support is 3,000/month. The additional Patching Module, to patch systems quarterly, is an additional 750/month. The Solution Architecture Module, to provide guidance and assistance planning future solutions, is also 750/month.

We do provide dedicated account managers upon request.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £3000 to £4500 per unit per month
Discount for educational organisations No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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