Remote cloud service desk and onsite support services

Primenet provide a UK based remote service desk and on-site support services. The flexible service
includes cloud service monitoring, specialist account management and service desk engineers,
providing 24/7 support. We can also provide infrastructure support, and remote monitoring of
cloud deployments (IaaS, PaaS and SaaS) and customers’ own devices.


  • Provision of on-site teams and 24x7x365 remote support
  • Fully ITIL aligned service management processes, tailored to customer needs
  • Choice of remote management or onsite user support services
  • Flexible support options with Customisable SLAs and ticket management system
  • Quality management (ISO 9001) and information security standards (ISO 27001)
  • Cyber Essentials Plus certified services, providing information assurance
  • Efficient monitoring of cloud services and cross-supplier liaison
  • Service desk lead assigned to provide specialist engineering support
  • Agile delivery, with scalable services to meet user demand
  • Continuous service improvement driven by customer experience feedback


  • Dedicated Technical Account Manager to meet specific business needs
  • Centralised engagement, creating streamlined communication in a multi-supplier environment
  • Quick response times and call resolution, ensuring efficient service delivery
  • Agile service delivery drives business transformation of digital capabilities
  • Flexible IT partner providing tailored support to entire organisation
  • Increased productivity due to timely workaround implementation and fault restoration
  • Reduced downtime and increased system stability through 24/7 coverage
  • Service integration capabilities allow for seamless management of multi-supplier models
  • High First Time Fix Rate (FTF)
  • Scalable support capability to support our clients needs quickly


£25.00 a person a month

  • Education pricing available

Service documents

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If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 12

Service ID

7 6 9 1 0 5 7 2 4 2 8 4 9 7 1


Telephone: 07951 290632


Planning service
How the planning service works
When Primenet starts designing and integrating cloud infrastructure solutions, our starting point is focused fully on your business objectives. This allows us to enable productivity, while removing high cost investment cycles and increasing flexibility. Within our cloud architecture team we consider all the technical and practical implications.

This Includes understanding how users access applications and data; along with the the minimum available compute, minimum required connectivity and access to the core networking tools.

Primenet will assess the comparative benefits of on premise infrastructure versus fully cloud based or hybrid solutions. We will include a range of core considerations. The keystone is as always security, but we will then drill down into the realms of data protection, workflow, legacy integration – and the elephant in the room, cost.

Primenet's Cloud architecture team will draw-up an logical solution that brings cost benefit based primarily the platform deployed and the multi telecom solution to access it. We have a strong multi vendor ecosystem covering off every eventuality. This vendor impartiality gives you strength and peace of mind to peruse across platforms missing the pitfalls and not get tied to one platform and some inferior services.
Planning service works with specific services


Training service provided

Setup and migration

Setup or migration service available
How the setup or migration service works
Primenet offer a Full Project Managed migration solution from various cloud providers. As these migrations are never the same, please contact us for a free consultation and technical discovery call.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service

Security testing

Security services
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Security testing certifications
  • Tigerscheme
  • Cyber Scheme

Ongoing support

Ongoing support service
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Primenet provides a fully provisioned Cloud Support Software and Hosting Service. The heart of which is our award winning 24x7 service desk, coupled managed services portfolio incorporating remote monitoring, patching, A/V, Firewall. The Support Team forms the core of our support delivery. They ensure that core service are supported and available around the clock. The central Service Desk is formed of a range of smaller specialist teams including a Cloud Hosting team.
This is formed of skilled engineering staff with senior Level3 knowledge in the core technologies like AWS Azure and VMHorizon. They are constantly monitoring and leasing with the other hand in the service the Technical Account manager. This liaison provides you with agile cloud strategies where available and delivered by the Service Delivery Team the third member of the team. This then offers you full project management for any deployment moving forward.

Service scope

Service constraints
UK Centric Help Desk Support Only. ( Desktop )
Worldwide Remote Server Support inc AWS and Azure. 24x7x365

User support

Email or online ticketing support
Email or online ticketing
Support response times
Typically with in five rings. 24x7x365
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
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
By means of Logging on with Two Factor Authentication to our Web Based Portal and engaging with our Engineering Team there. 24x7x365
Web chat accessibility testing
Nothing at present but is in planned for next year.
Support levels
Primenet's 24/7 service desk puts an experienced team of highly-qualified engineers at your disposal. We have an enviable reputation for providing the kind of support your employees really want. Our service is a true round-the-clock, enterprise grade managed support service to ensure that the requisite expertise is on hand day or night to act swiftly should the unexpected happen. Response times are based on severity - Critical (10 minutes), Standard (45 minutes), Low (90 minutes). This is subject to having a support contract in place. These response times apply to outside of normal business hours (including weekends) subject to a 24/7 support agreement being in place. You will also have an assigned technical account manager who will work with you on current and ongoing requirements. We provide a Managed Service Desk, Unlimited Tickets starting at £25.00 per registered user, per month. (Not including Remote Network Monitoring). Remote Network Monitoring is added at £3.50 per device / appliance monitored.


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)


£25.00 a person a month
Discount for educational organisations

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.