UKN Group Limited

Cloud Support Services

UKN Group provide specialist Consulting and Professional Services to support organisations with the critical business challenges of Readiness, Planning, Design and Delivery of a Cloud strategy. We are a specialist Service and Solutions business with over 20 years experience of planning, delivering, supporting Cloud solutions to the Public Sector.

Features

  • Business Analysis of ICT Strategy and 'fit for purpose'
  • Cloud Readiness Assessment (Public, Private and Hybrid)
  • Project and Program Management
  • Solution Design Development and Procurement
  • Detailed Cost Benefit and Return on Investment Analysis
  • Transition and Deployment Services including user training
  • Service and Systems Integration Management
  • Proof of Value Prototype and Pilot Assurance Services
  • Solution and Service Management and Support

Benefits

  • Vendor and solution agnostic Consulting Service
  • Solution design matched to critical business objectives
  • Detailed GAP and risk analysis and strategic, costed roadmap
  • Detailed and validated cost benefit analysis for transition to Cloud
  • Validated cost and return on investment against future roadmap
  • Detailed solution design and structured project plans with qualified milestones
  • Defined transition program for service management & support
  • Definition of the Continuous Service Improvement deliverables
  • Effective end user communication and support service during delivery

Pricing

£495 to £950 per person per day

  • Education pricing available

Service documents

G-Cloud 10

746450896398920

UKN Group Limited

Chris Telfer

01256 846848

chris.telfer@ukngroup.com

Planning

Planning
Planning service Yes
How the planning service works UKN Group will provide consulting services that will undertake a detailed information discovery phase that will accurately document the current situation; the existing configuration management database; the risk register; application interconnect/interfaces that are critical; and present a proposed readiness and transition program that seamlessly migrates business service to the cloud.

Included within the exercise will be assessment of the opportunities to leverage the potential benefits of migrating on premise application to a SaaS model thereby reducing dependency on processing or storage services from the Cloud vendor.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works UKN Group provide training to the Clients own ICT teams to undertake performance monitoring and prediction planning over and above the comprehensive Managed Service that is available from UKN Group.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Following the detailed Information and data discovery phase of the project, and with the full agreement of the client, UKN Group will help the buyer to resource and phase the application transition process via a proven four stage process:
1. Plan & Prioritise,
2. Prototype,
3. Pilot and Prove,
4. Production Migration.

During each phase UKN Group will work extremely closely with the buyer resources to validate the success of each stage before the next steps in the project commence. Critical to the success will be working with the end user teams to ensure they are completely aware and trained in any changes in access and using the new services that will be necessary.
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 The UKN Group proven four stage planning and migration project includes a comprehensive service level and operating agreements that contains the performance requirements, outcomes and user endorsements necessary throughout each stage of the project.

The Service Review meetings help as often as required, will include a senior executive of UKN Group and report on the progress against the agreed quality standards and performance metrics established at the outset.

It is recognized that as progress through the project is achieved it will be necessary to continually review and update certain critical success factors established at the outset. This includes Quality, Performance, Acceptance, Achievement outcomes and the longer term Roadmap.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service No

Service scope

Service scope
Service constraints There are no Constraints that buyers should know about.

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times The UKN Group Service Center operates 24/7/365 and therefore can offer a full support service. Every ticket is guaranteed to be answered within four hours typically with one hour.
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 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible The UKN Group Web Chat facility is a simple means of making contact with the UKN Group Service Desk 24/7/365. It facilitates a user asking for help, advice or support for any matter in scope of the Service definition. If we feel a remote control session is required, we would invite the user to a session and provide the necessary support at that time.

There is a LIVE CHAT link on the UKN Group Self Service Portal that takes the user to the UKN Group Web Site where the chat service is also available.
Web chat accessibility testing No specific web chat testing has yet been performed with assistive technology users, but will be fully tested and implemented as required for a users as part of the Service and/or Solution delivery.
Support levels UKN Group offer a 24/7/365 Managed Service Desk that has been accredited to the Service Desk Institute 4* level. UKN Group are only one of two organisations in the UK to have obtained this prestigious award that demonstrates our dedication and commitment to outstanding support from 1st line to 4th backed up by a Network and Security Operations center that constantly monitors and manages client Cloud infrastructures.
The UKN Group Managed Services are structured on the specific requirement of our clients as we recognise that every client is different and should expect a personalised service that directly reflects the core business and individual end user needs for help, advice and support. Every Client is supported by a Service Delivery Manager and Account Director who will be continually responsible for the execution of the Service Level and Operating Level agreements.

UKN Group offer a Managed Services based on specific needs based on the following:
Life Line Services - an on demand service
Core Business Hours Service
Extended Hours support
24/7/365 Support (UK and Internationally).

Pricing models are applied that relate directly to the clients needs and the baseline support model. The price starts from £5 per ticket per month.

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Microsoft

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £495 to £950 per person per day
Discount for educational organisations Yes

Documents

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