On Direct Business Services Limited

Cloud Direct Desktop Support

Cloud Directs Desktop Support service takes away the management of your desktops, allowing you to focus on your business. We offer a flexible support service with protection up to the operating system and beyond. Our Support team are quick to resolve issues and are love by our customers.

Features

  • Dedicated Account Manager
  • Multiple levels of support; pick the one for your business
  • Full incident management from notification to resolution
  • Flexible SLA’s to match business requirements
  • ISO 27001 certified
  • Call, email, LiveChat or use PROVIDE, our customer portal
  • Escalation processes, SLA target responses, Net Promoter Score rating 75%

Benefits

  • Predictable IT spend with fixed cost support packages
  • 24x7 Support available
  • Quicker resolution with documented SLA response times
  • Access to highly skilled knowledge pool
  • Focus your IT resource on other projects; use our support
  • Supports your IT team while their knowledge grows
  • Contact our team in whichever way you prefer most
  • Named contact; don't explain your case each time you contact
  • We take support seriously; we're externally accredited for ISO 20000

Pricing

£9.90 per unit

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

On Direct Business Services Limited

George Swindale

0800 0315 966

george.swindale@clouddirect.net

Planning

Planning service
Yes
How the planning service works
This is not included as part of our Desktop Support Services. We can provide Project and Consultancy Services to help with planning a move or upgrade including any particular configuration needs. These projects are fully scoped and chargeable.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
We do provide training but this is outside of our Support Services. Training is chargeable based on an agreed scope.
Training is tied to specific services
Yes
Services the training service works with
Any Products or Services Cloud Direct offer.

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
This is not included as part of our Desktop Support Services. We can provide Project Services to help with setup and migration for current systems. These projects are fully scoped and chargeable.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We use Net Promoter Score to get feedback on support interactions. Any feedback and negative scores are acted upon to ensure you have access to the highest quality support services. Customers are also allocated an account manager so they have a champion within Cloud Direct.

Security testing

Security services
Yes
Security services type
Security incident management

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Any product or service purchased from Cloud Direct comes with a documented SLA, please ask for further details.

Service scope

Service constraints
Our support services are only for remote support. Onsite support can be provided at additional cost.

User support

Email or online ticketing support
Email or online ticketing
Support response times
See SLA service document.
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
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
Web Chat is provided by a third-party service called LiveChat. It is a text-only service.
Web chat accessibility testing
N/A
Support levels
Flexible support levels available; Our support base offering comes with 8am until 6pm (GMT) support but for additional cost we can cover 7am until 7pm or full 24 hour support. Please see price list and SLA for full details.

Every Cloud Direct customer has a dedicated account manager and access to our support team where we have a triage service putting you through to experts across multiple disciplines including Azure Services, Modern Office, Security, Networking and many more. Please speak to us for further details.

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£9.90 per unit
Discount for educational organisations
No

Service documents

Return to top ↑