Academia offer an unlimited support service around our Cloud Servers Monday to Friday between 08:30-18:00 to maintain the environment and Operating Systems are performant, secure and up to date. This includes our 24/7 monitoring system, which not only monitors the server and network services, but also maintains our security stack.
- Monday to Friday 08:30-18:00 service
- 24/7 monitoring service
- Unlimited telephone and remote support
- Access to senior consultants for service improvement
- Full support coverage during the working week
- Automated systems to reduce downtime
- Easy to budget future expediture
- Reduces upgrade program delivery times
£80 per server per month
- Education pricing available
|How the planning service works||
Academia have a Technical Sales Team who sit between our Sales and Services divisions, their entire role is to help buyers choose the best technologies and services to achieve their end goals on time and to budget. This is a completely free pre-sales engagement with each member of the team spending 10% of their time on a rolling training program to keep them up to date with all the latest trends and technologies. Our internal workflows also connect them directly with the consultants and engineers, so that our service is constantly monitored as part of our service improvement program to delivery best in class services to our clients.
Once a client has decided to use our services, our project management and service delivery teams get involved to fully scope out the entire detail of the project from single server deliver to entire data centre migrations. Due to the complexity of the services we undertake, we run full risk assessments to mitigate all client risk and operate to the highest security standards whilst utilising PrinceII and UTIL methodologies.
|Planning service works with specific services||No|
|Training service provided||Yes|
|How the training service works||As an Academic supplier for the last 14 years, we are able to deliver bespoke training services to our clients on a technical or user basis. Our training is designed to help clients utilise our services, our tailored service can be on a 1-2-1 basis, classroom based or delivered by video conferencing.|
|Training is tied to specific services||No|
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||Once a client has decided to use our services, our project management and service delivery teams get involved to fully scope out the entire detail of the project from single server deliver to entire data centre migrations. Due to the complexity of the services we undertake, we run full risk assessments to mitigate all client risk and operate to the highest security standards whilst utilising PrinceII and UTIL methodologies.|
|Setup or migration service is for specific cloud services||No|
Quality assurance and performance testing
|Quality assurance and performance testing service||Yes|
|How the quality assurance and performance testing works||
All of our services are delivered to the highest standards under our ISO9001, ISO14001 and ISO27001. This means that all our services follow the same workflows and are processed in exactly the same way, so that we can monitor quality at every stage in the process. Our cloud offerings are delivered in the most environmentally friendly ways and data security are always at the forefront of everything we do.
Our 24/7 monitoring systems are constantly testing the performance of our Cloud and Networks services to maintain performant services for all our clients.
|Security testing service||Yes|
|Security testing type||
|Other security testing||
|Accredited security testers||Yes|
|Security testing accreditations||CREST|
|Certified Professional (CCP) risk analysts||No|
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||To ensure the quick and efficient resolution of issues Academia offers a central helpdesk system, which is operated by experienced staff and allows customers to report issues either via Email or Phone. The helpdesk is available during the hours of Monday to Friday, 08.30-18:00. Call logs are tracked against our internal service level system and monitored to ensure we achieve our SLAs. The current service is provided on an unlimited basis at a fixed cost per annum. Our standard Support Service Level Agreements (SLA) are 2 Working Hours for Priority Critical, 4 Working Hours for Priority High, 6 Working Hours for Priority Medium and 8 Working Hours for Priority Low. For hosting or software provided by third-party organisation we would required full administrator access to be able to deliver full support services, although this is addressed as part of our processes around Business Take On (BTO) of support services for our clients.|
× General application software – Outside of Operating System unless otherwise stated as an element on the support contract
× Maintenance or support of application software not listed on the support contact; for example end point anti-virus.
× Web Filtering or Broadband related issues, unless an Academia ISP service is taken.
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Our standard Support Service Level Agreements (SLA) are:
Priority Critical is within 2 Working Hours
Priority High is within 4 Working Hours
Priority Medium is within 6 Working Hours
Priority Low is within 8 Working Hours
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||Our web chat is designed as a pre-sales tool rather than a support mechanism and is linked directly with our sales and pre-sales teams. Our support department utilises team viewer for connecting to clients end machines to resolve any issues, this has a web chat element to it which can be used to chat regarding the current support ticket request.|
|Web chat accessibility testing||None|
Our standard Support Service Level Agreements (SLA) are:
Priority Critical with a 2 Working Hours response to System Down, an error which occurs under normal operating conditions and halts the Client's production operations, prevents the current release or a module thereof from being run or causing substantial damage to the Client's data.
Priority High with a 4 Working Hours response to an error which causes severe performance degradation, halting important operational tasks or placing the operation of such tasks at risk - i.e. the failure of a major feature. An error severely degrades a user application where no alternative exists or causes any damage to the Client's data.
Priority Medium/Low with a 6/8 Working Hours response to any defect in the current release or any failure of the current release to perform in accordance with, and provide the facilities, function and capacity as set out in the Specification and Operating Documentation, other than a major or serious error. All our support contracts come with a Technical Account Manager including Quarterly Review meetings.
Pricing is from £20 per person month based on an annual contract, discounts available for bulk quantities.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Price||£80 per server per month|
|Discount for educational organisations||Yes|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Terms and conditions document||View uploaded document|