Exponential-e Ltd

UK-based Flexible Support Services

A multi-vendor remote (telephone, email, remote access) managed support service based on tokens purchased ahead of when it is required, and used as needed until depleted. Covers Citrix, Microsoft, and VMware level 1-4 reactive support. Use it for holiday, maternity/paternity leave, illness, busy with internal projects, or specialist product support.

Features

  • Remote fexible support via telephone, email, remote access
  • Provide a virtual extension to your internal IT structure
  • Pre-purchased and called off as required
  • Provides cover for internal IT staff absences
  • Service delivered exclusively from our UK based service desk
  • Monthly usage reporting
  • Multi-vendor support and escalation service

Benefits

  • Reduce internal training overheads and cost
  • Call off support in 30 minute units
  • Access to Enterprise level resources at competitive prices
  • Support is delivered without procurement delays
  • Flexible contracts can be tailored to requirements
  • Service Desk is supported by Level 4 consultants
  • Usage reporting is useful for tracking support usage over time

Pricing

£112 to £168 per unit per hour

  • Education pricing available

Service documents

G-Cloud 11

787173468068525

Exponential-e Ltd

Kay Sugg

02034358835

psbids@exponential-e.com

Planning

Planning
Planning service No

Training

Training
Training service provided Yes
How the training service works The Flex service can be augmented with the required training for cloud hosting and software services. This is delivered through the Flexible commercial model.
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 By providing a tailored flexible managed service we can de-risk the move to cloud services, and help support the desired service.
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 No

Security testing

Security testing
Security services 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 As a holistic Managed Service provider, we provide the capability to manage and support all types of Cloud services - both private and public.

Service scope

Service scope
Service constraints Support is only available remotely.
Support may be used for break-fix support, advice, and BAU activities but not consultancy.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our standard response times are provided within the attached service description. We operate a 24x7x365 London based Managed Service division which allows customers to adopt a Managed Service model that meets their business operating 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 24 hours, 7 days a week
Web chat support No
Support levels Business Hours (0900-1700), weekdays excluding Bank Holidays.
Extended Business Hours (0800 - 1800), weekdays excluding Bank Holidays.
24x7x365, including Bank Holidays.

Pricing is included in the Service Description.

A technical account manager is included as part of this service.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £112 to £168 per unit per hour
Discount for educational organisations Yes

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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