ERGOS TECH UK 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

£720 a user a year

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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

890384096106494

Contact

Sales Team
02038183411
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

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.