Gradian Systems Ltd

Gradian Support for Symantec Products

Gradian Support has been designed to add value to traditional vendor support. It includes the alignment of an ITIL qualified Success Professional and a Symantec Knight. The included support guide highlights SLA's and keeps support easy and timely.

Features

  • Detailed support guide
  • Customer success professional alignment
  • Co-operative support escalation
  • Management escalation of critical issues
  • ITIL alignment
  • 24/7 x365

Benefits

  • Highly skilled, certified and experienced support professionals
  • Ticket management
  • Response within one hour
  • Raise tickets by phone, online or email
  • No automated telephone answering system

Pricing

£4297 per unit per year

  • Education pricing available

Service documents

G-Cloud 11

786669397965358

Gradian Systems Ltd

Neil Buckley

01276 534771

neil.buckley@gradian.co.uk

Planning

Planning
Planning service Yes
How the planning service works Please see Gradian Professional Services for implementing new Symantec Services.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Symantec Email Security Service
  • Symantec Web Security Service
  • Symantec Endpoint Protection

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available 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 Gradian is a Symantec Secure One Services partner. We are an extension of Symantec's own support team, proving first and second line support. Gradian's Support Desk Professionals are Symantec accredited in the fields of email, web and endpoint.

Security testing

Security testing
Security services Yes
Security services type
  • Security incident management
  • Other
Other security services Fixing product issues

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by your organisation
How the support service works Gradian Support provides assistance with the day to day operation of your Symantec solutions and products and helps to resolve problems that are inconsistent with documented behaviour.

Service scope

Service scope
Service constraints Support is only available remotely.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Please refer to the Support Guide in the documents section.
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 No
Support levels Please see Gradian's Support Guide attached.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £4297 per unit per year
Discount for educational organisations Yes

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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