ONCOREIT LIMITED

Oncore Desktop Support

The Oncore Desktop Support Service provides email, phone and onsite support for user Windows and MAC desktops, laptops and tablets, and includes endpoint security and asset management.
The Service is provided 24x7x365 and includes a Professional Support Desk, qualified and experienced staff, and dedicated CSM/Account Manager.

Features

  • Professional and Friendly IT Support for all user needs
  • Support for both MAC and Windows
  • Tools to facilitate collaboration with existing IT Staff
  • ISO27001 certified operation
  • Over 320 years’ combined technical experience
  • Support Desk built on ITIL Framework
  • Service Level Agreement and Reporting
  • Inclusive IT Review of current Desktop Infrastructure
  • Inclusive Endpoint Security
  • Phone, Email and Client Portal to view/update support tickets

Benefits

  • Professional and consistent IT support for your business
  • Alleviate the costs associated with maintaining in-house IT
  • Access to a wide range of IT skills and competencies
  • Retain governance: portal, reporting and regular reviews
  • Set clear user expectations: documented SLA and processes
  • Free up existing IT Team to work in other areas
  • Increased productivity and user satisfaction
  • Professional advice on building a modern workforce
  • Increased Security and Compliance

Pricing

£720 a user a year

  • Education pricing available

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 sales@oncoreit.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 9 0 3 8 4 0 9 6 1 0 6 4 9 4

Contact

ONCOREIT LIMITED Sales Team
Telephone: 02038183411
Email: sales@oncoreit.com

Planning

Planning service
Yes
How the planning service works
Oncore IT assist customers effectively plan implementing cloud hosting or software services by initiating a structured project process via our PSA system, which demonstrates the project approach, deployment and the benefits that will be delivered to the business. This involves the following activities:

1. Business Outcome Workshop
Engage senior stakeholders to discover pain points, challenges, quality expectations and review project mandate.

2. Customer Project Kick-Off Meeting
Provide overview of O365, Azure and Cloud services, deep dive on targeted services, licensing, review backup and DR/BC strategy in place, evaluate in place remote access solution and presentation on SaaS services.

3. Customer Infrastructure Review
After reviewing the current infrastructure platform, Oncore IT will provide a report detailing the technical viability of migrating to the Cloud.

4. Project Deployment Planning
Oncore IT will complete predefined tasks and activities in order to provide the business with the solid and detailed foundations required to make an informed decision about whether to invest and proceed with the project implementation.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Windows/Linux Server
  • Microsoft Azure
  • Office 365
  • Remote Access Services (Remote Desktop / VPN)
  • Windows Virtual Desktop
  • Cloud Backup / DR / BCP
  • Security Services
  • Remote Monitoring and Management
  • Infrastructure and Desktop Support

Training

Training service provided
Yes
How the training service works
Training is provided in the following areas for our Desktop Support Service:
1. Use of our PSA and RMM solutions;
2. Logging tickets, service levels and ticket lifecycle
3. Use of inclusive endpoint security services.

Other training is available for cloud software and hosting related to other Oncore and general Cloud services.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Oncore IT provide a full Onboarding Service for Desktop Support:
Pre-Go Live
1. Probe Device and Agent rollout to user devices
2. Pre-site visit Information gathering
3. Site Visit – Client office
4. Review of current policies and procedures
5. Create and finalise documentation. The documentation will include all information that will dictate how Oncore IT provision the support, this will include systems configurations, policies and procedures and a Support expectation document.
Go-Live
On the agreed day the service starts, an engineer will be present onsite to assist users in logging tickets with the Oncore IT Support Desk and to generally ensure a smooth transition.
Post-Go-Live
1-Month after Go-Live a Service Review will be conducted with the Client. This will be a general review of service performance and to discuss any areas of improvement.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Windows/Linux Servers
  • Microsoft Azure
  • Office 365 includes Sharepoint and Exchange Online
  • Remote Access Services (Remote Desktop / VPN)
  • Windows Virtual Desktop
  • Cloud Backup / DR / BCP
  • Security Services
  • Remote Monitoring and Management
  • Infrastructure and Desktop Support

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
1. Quarterly Service Level Reviews conducted internally across entire Client base.
2. Regular Service Reviews with Clients - including service level achievement and performance metrics.
3. All systems involved in the Support Desk service are proactively monitored 24x7x365 and regular maintenance is carried out.
4. All systems involved in the Support Desk Service are resilient.
5. Clients have full visibility of our PSA and RMM systems.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security incident management

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
For Desktop Support we will support all installed software and Cloud software. Any applications not provided by Oncore IT will be supported as long as there is a 3rd party support agreement in place.
All supported applications and devices will be listed in a Support Expectation document which will be agreed and signed by the Client as part of the onboarding process.

Service scope

Service constraints
Please refer to the Service Definition document

User support

Email or online ticketing support
Email or online ticketing
Support response times
Dependent on the priority of the Incident or Service request and the supported hours of coverage. Please refer to the Service Definition.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
P1 - 30 minutes
P2 - 45 minutes
P3 - 2 hours
P4 - 4 hours
These are standard response times for our Support services.
Each account is assigned an Account Manager and Technical Lead.

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
£720 a user a year
Discount for educational organisations
Yes

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 sales@oncoreit.com. Tell them what format you need. It will help if you say what assistive technology you use.