Unifii Ltd

Fuze Managed Service

Fuze Service Desk, VIP, 2nd & 3rd line support, plus minor project work delivered by a highly experienced client-side team. Provides day-to-day progression and resolution of Incidents and Service Requests, advanced Fuze Portal administration, product expertise, advice and architectural guidance.

Features

  • Delivered from UK by team of permanent support staff
  • Continuity of support staff allocated to clients
  • Tailored and personalised VIP service
  • Variable SLAs according to client requirements
  • Remote support, on-site presence for workshops, KT, RCA
  • Leverage highly experienced consulting team as part of 3rd line
  • Client hub for tracking progress and sharing insights

Benefits

  • Ownership of deep technical challenges by highly experienced Fuze partner
  • Predefined transition plans to accelerate service transition
  • Access to wider consulting team for Knowledge Transfer, projects etc
  • Ability to ramp-up support resource at times of high demand
  • Support delivered by mixed UK team, Service Desk and Consultants
  • Remote or onsite service, dependent on client requirements
  • Minor projects delivered as part of the overall managed service

Pricing

£900 a person a day

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 info@unifii.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 0 9 3 1 4 4 2 6 7 2 4 5 4 1

Contact

Unifii Ltd Unifii
Telephone: 020 3961 6001
Email: info@unifii.co.uk

Planning

Planning service
Yes
How the planning service works
Plans based on real-world delivery experience and are used to accelerate time to production not to dictate solution.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Fuze

Training

Training service provided
Yes
How the training service works
We provide Knowledge Transfer sessions as part of the service provision.

Dedicated administrator and end user training can be provided based on the defined SFIA rate card.
Training is tied to specific services
Yes
Services the training service works with
Fuze

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Unifii deploy a standard, documented approach to service take-on. This includes defined a defined process and plan, and access to our support portal.

Migration to our support service is included in the price.
Setup or migration service is for specific cloud services
Yes
List of supported services
Fuze

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Quality assurance is delivered via a monthly service review with our clients.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Please see the Service characteristics.

Service scope

Service constraints
Support is delivered primarily from our London office as a remote offering. On-site can be included based on the defined SFIA rate card.

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLAs can be shared as part of detailed service definition
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Each client will be provided an account manager.
Detailed support requirements will be discussed and corresponding service elements chosen as part of service take-on

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Fuze

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Pricing

Price
£900 a person a day
Discount for educational organisations
No

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 info@unifii.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.