Academia Ltd

Academia Cloud Server Support

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.

Features

  • Monday to Friday 08:30-18:00 service
  • 24/7 monitoring service
  • Unlimited telephone and remote support
  • Access to senior consultants for service improvement

Benefits

  • Full support coverage during the working week
  • Automated systems to reduce downtime
  • Easy to budget future expediture
  • Reduces upgrade program delivery times

Pricing

£80 per server per month

  • Education pricing available

Service documents

G-Cloud 9

757972534965867

Academia Ltd

Academia Bids

01992 703900

bids@academia.co.uk

Planning

Planning
Planning service Yes
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

Training
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 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
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

Security testing
Security testing service Yes
Security testing type
  • Penetration testing
  • IT Health Checks
  • Risk analysis
  • Other
Other security testing
  • End to end deep packet inspection services
  • Content filtering
  • DDoS mitigtaion and black holing
Accredited security testers Yes
Security testing accreditations CREST
Certified Professional (CCP) risk analysts 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 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.

Service scope

Service scope
Service constraints × 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.

User support

User support
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 Yes
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
Support levels 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.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Pricing

Pricing
Price £80 per server per month
Discount for educational organisations Yes

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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