Cloud Support Service
Levett Consultancy offers G Suite for Education, G Suite Business, G Suite Enterprise, Office 365 Business, Office 365 Education and Sophos Central Platform products deployment and support services. Ensuring your return on investment is maximised for your organisation using Google, Microsoft and Sophos platforms within your environment.
- Telephone email and remote support of your product domain
- Delegated admin management of Office 365 and G Suite
- Delegated admin management of Sophos Cloud Products
- G Suite, Office 365 and Sophos Central Products Health Check
- Mobile Device Management Administration
- Sophos Central Products Platform Deployment
- G Suite and Office 365 Data Migration
- Service Report Management
- Deployment & support for G Suite core applications and services
- Deployment & support for Office 365 applications and services
- Deployment & support for Sophos Central products and services
- Azure Active Directory Sync support
- Google Cloud Directory Sync support
- Support for enrolled (licensed) Chrome Management Devices
- Support for creating and editing accounts, calendars and groups
- Deployment & support for Hangouts Meets hardware
£500 per unit per year
- Education pricing available
Levett Consultancy Ltd
|How the planning service works||A free remote health check is undertaken, to ascertain the level of support required for the buyers, organisation. The remote health check involves checking infrastructure and security is in place to support G Suite, Office 365 or Sophos Central Products. Results of the health check are provided to the buyer, with recommendations if the infrastructure or security or both need addressing before support can commence.|
|Planning service works with specific services||No|
|Training service provided||Yes|
|How the training service works||
End-user training is provided for G Suite for Education, G Suite Business or Microsoft Office 365 Education, Microsoft Office 365 Business services, where the buyer's organisation will gain the necessary skills to become confident and efficient using G Suite or Microsoft Office 365.
G Suite training is 1 day on-site designed for participants who use G Suite as part of their everyday tasks. Our training course will cover G Suite core applications; Gmail, Calendars, Contacts, Drive and Docs, Sites, Hangouts, Chat, Google,+ Groups, Cloud Search, Google Vault, and Admin.
Microsoft Office 365 is a 1-day on-site course designed to give Microsoft Office users the knowledge and skills to productively utilise Office 365 in the buyer's environment. Our training course will cover the core functionality of Office 365 encompassing Microsoft Office Web Apps, Outlook, OneDrive, Sites, Skype for Business and Office 365 social applications.
G Suite and Microsoft Office 365 training are delivered either as 1:1 or on a small group basis with practical hands-on tasks within each module.
|Training is tied to specific services||Yes|
|Services the training service works with||
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||Our experienced technical consultants work with buyers to focus on understanding their cloud goals, ideas and vision for their organisation. Then we undertake a simple three-phase deployment process covering: Phase 1 stakeholder involvement to scope the project; Phase 2 deployment and data migration with stakeholder feedback and testing to ensure the buyer's expectations are met; Phase 3 undertake training and awareness sessions for end users ensure the buyer's staff are confident using the new platform.|
|Setup or migration service is for specific cloud services||Yes|
|List of supported services||
Quality assurance and performance testing
|Quality assurance and performance testing service||Yes|
|How the quality assurance and performance testing works||We establish and manage an appropriate level of testing in line with G Suite, Microsoft Office 365 and Sophos Central specifications. Our QA approach ensures the buyers of G Suite, Office 365 or Sophos Central Platform deployment meet the organisation requirements including specific data security regulation for establishments as detailed within the General Data Protection Regulation (GDPR) (EU) 2016/679. Testing is undertaken by a cloud specialist with a representative from the buyer's organisation observing a pre-defined set of tests agreed within deployment scope of work.|
|Security services type||Security testing|
|Certified security testers||Yes|
|Security testing certifications||
|Ongoing support service||Yes|
|Types of service supported||Hosting or software provided by a third-party organisation|
|How the support service works||
Our support service provides dedicated technical support for resolving problems when they occur with any of the applications and services within G Suite for Education, G Suite Business, Office 365 Education, Office 365 Business or Sophos Central. Buyers can even call Levett Consultancy if unsure of how something works within G Suite, Office 365 or Sophos Central.
Buyers incidents will be dealt with by a certified Google, Microsoft or Sophos technician. In the event of a technician not being able to resolve on the first contact, then the incident will be escalated to our 3rd line support team who work directly with Google, Microsoft or Sophos enterprise support teams.
|Service constraints||Configuration, deployment, and support for G Suite for Education, G Suite Business, Office 365 Education, Office 365 Business or Sophos Central is via remote access using Autotask Endpoint Management. Deployment and support can only be undertaken when Levett Consultancy has delegated access to your organisation G Suite domain, Office 365 tenant or Sophos Central admin.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Levett Consultancy service desk responds to logged tickets within 4 hours during between the hours of 08:00 to 17:00, Monday to Friday. There is no email support during UK Public holidays and weekends.
However, tickets can be logged at anytime all year, with logged tickets being dealt with on the next available working day. The online system also provides end users with a comprehensive self help knowledge base to undertake troubleshooting incidents.
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Support levels||One support level based on 10 hours credit to use within 12 months from the support start date. All support incidents are handled by dedicated support technicians. Any hours not used within the 12 month period cannot be carried over. Where additional hours are required these can be purchased in additional 10 hours credits.|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Google, Microsoft, Sophos|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Price||£500 per unit per year|
|Discount for educational organisations||Yes|