GOV.UK
Bang Communications Ltd
Connect Support Service
Bang’s Connect Support Services help ensure your solution is always available and providing a high performance service including: Extended warranty – bug/issue resolution, Maintenance - proactive security patching, upgrades, cache tuning. Support - ad-hoc advice, Enhancement, minor solution improvements, Active management, automated monitoring, Load testing, Security testing – IT Healthcheck.
Features
- Connect management
- Connect monitoring
- Service management
- Service maintenance
- Connect warranty
- Connect performance and availability
- Connect security management
- Problem reporting and resolution
- Help desk and telephone support
- Connect consultancy
Benefits
- High performance, highly available Connect solution
- Active monitoring and management, minimises risk of down time
- Expert support at all levels-problems fixed on first call
- Rapid security patching minimises service vulnerability
- Guaranteed service level agreement underwritten by penalties
- Tried and tested secure operational processes
- Your website or intranet will always perform at its best
- Simple and easy to create mass emails
- Single point of contact for any issues
- Devops team ensures rapid resolution of any problem
Pricing
£400 per person
Service documents
Framework
G-Cloud 10
Service ID
895053499466504
Contact
Planning
| Planning service | Yes |
| How the planning service works |
Bang propose that there will be a short but intensive discovery phase to build an in-depth understanding of the current situation and any current issues. This will involve both exploration and questioning, in a number of areas: • User needs and requirements • Technical – how things are built • Procedural – moving forwards how will we work together • Governance – how will we maintain oversight of the solution to ensure satisfaction |
| Planning service works with specific services | Yes |
| Hosting or software services the planning service works with | Stakeholder Management |
Training
| Training service provided | Yes |
| How the training service works | On site and remote training is available. |
| Training is tied to specific services | Yes |
| Services the training service works with | Connect Stakeholder Management. |
Setup and migration
| Setup or migration service available | Yes |
| How the setup or migration service works | If the existing system can provide an output in csv or xml file then it may be possible to import key stakeholder details into the Connect system. |
| 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 |
Bang has always had a focus on quality and customer satisfaction. Code changes generated by Bang will go through a full development process – unit tested on the developers own machine, tested on the ‘dev’ environment and independently tested on the ‘staging’ environment before going live. Code changes caused by patches to any element of the environment will be treated differently. Bang will wait until there is a ‘proven’ fix and an authorised release before applying any fix on to the staging environment. These will be tested. Once the tests have been passed these will be scheduled for release to production. Having a multiple stage process with testing at each stage helps improve overall quality. Bang will modules as appropriate and will take great care that any dependencies between plugins are considered before they are applied. We have achieved ‘Cyber Essentials Scheme’ certification and are currently working towards ISO 27001 accreditation, to work with our ISO 9001 Quality Management System. |
Security testing
| Security services | Yes |
| Security services type | Security testing |
| Certified security testers | Yes |
| Security testing certifications |
|
Ongoing support
| Ongoing support service | Yes |
| Types of service supported |
|
| How the support service works |
The main service management tool is the Bang Issue Tracker at https://clients.bang-on.net Using the Issue Tracker, the client will be able to • create support incidents • update existing support incidents • upload attachments to new or existing incidents • access the Bang Knowledge Base for troubleshooting • add links for articles and support incidents for easy future access • manage authorised users The issue tracker is available 24/7 and notification sent out as soon as an issue is raised. The issue will be picked as soon as possible by the support team. |
Service scope
| Service constraints | Telephone, portal and email support only. No webchat. |
User support
| Email or online ticketing support | Email or online ticketing |
| Support response times |
With 1 hour for severity 1 issues. Next working day for weekend tickets unless specific support arrangement agreed. |
| User can manage status and priority of support tickets | Yes |
| Online ticketing support accessibility | WCAG 2.0 AA or EN 301 549 |
| Phone support | Yes |
| Phone support availability | 9 to 5 (UK time), Monday to Friday |
| Web chat support | No |
| Support levels |
The service channels include telephone and email support, answers to usage queries and issues, advice on how to perform certain functions and training or re-training as required. Major issues affecting availability or performance Major issues such as those affecting site availability or performance will be detected by the team 24x7. Bang will provide contact details for within office and out of office hours. Bang and the hosting provider would expect to respond to these issues within minutes or at the outside within an hour. If the user believes they have a new issue they can raise it online via the Bang Issue Tracker You can also contact the Account Manager to raise an issue and they will raise the issue on the system. |
Resellers
| Supplier type | Not a reseller |
Staff security
| Staff security clearance | Conforms to BS7858:2012 |
| Government security clearance | Up to Developed Vetting (DV) |
Pricing
| Price | £400 per person |
| Discount for educational organisations | No |
Documents
| Pricing document | View uploaded document |
| Skills Framework for the Information Age rate card | View uploaded document |
| Service definition document | View uploaded document |
| Terms and conditions document | View uploaded document |