Content+Cloud Ltd

Content+Cloud Remote and Desk-side User Support and Management

Content+Cloud provides a flexible blend of user support services. The service can be used for short term, overflow, non-core hours or as a BAU service. We can also provide infrastructure support, monitoring and remote management of cloud (IaaS, PaaS and SaaS) as well as customers’ own devices and environments.

Features

  • Flexible support and management giving 24/7 coverage
  • 1st, 2nd, 3rd line support available with highly capable staff
  • Specialist engineering and account management support
  • Extend support to cover management and monitoring of cloud services
  • Recommendation and implementation of applications, technologies and services
  • Dynamic ticket management and cross supplier liaison
  • Discrete and remote service desk
  • Dedicated and shared capabilities available
  • Microsoft Managed Desktop (MMD) Support
  • ServiceNow used for ITIL Service Management processes

Benefits

  • Centralised engagement with 3rd parties and internal teams
  • Client specific dashboard and multi-supplier metrics
  • UK based on-site teams available
  • Burst into shared service desk at peak times
  • Gain out of core hours support
  • Provide service desk to a multi-sourced environment
  • ServiceNow used for incident, problem, change and ITIL processes

Pricing

£2 to £40 a user a month

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

Framework

G-Cloud 12

Service ID

9 3 0 0 4 9 6 6 9 7 2 6 6 3 7

Contact

Content+Cloud Ltd Jack Perschke
Telephone: 0333 241 7689
Email: bids@contentandcloud.com

Planning

Planning service
Yes
How the planning service works
When architecting infrastructure solutions, our starting point is your business, your challenges, your objectives. Our focus is on enabling productivity, removing high cost investment cycles and increasing flexibility. When designing a technical solution, we consider all the technical and practical implications, including how users access applications and data; along with the available or required connectivity and networking. We will assess the comparative benefits of on premise infrastructure versus fully cloud based or hybrid solutions. This will include a range of specific considerations such as security, data retention, data protection, resilience, integration – and, of course, cost. Our design teams will draw-up an intelligent solution that brings elegance as well as effortlessness to your business.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Azure

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security audit services
  • Other
Other security services
  • Enterprise Mobility + Security consulting
  • Microsoft Cloud Security consulting

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
We provide a full-service wrap to Support Cloud Software and Hosting Services. Fronted by the 247-service desk & managed services (Monitoring, Patching, Anti-Virus, Firewall) team which forms the core of its support delivery to ensure that core service is supported and available around the clock. The service desk is formed of several virtual teams including a Cloud Hosting team which is a team of skilled engineering looking after what they know best. This is also supported by the Network & Security virtual team which is a crucial part of cloud-based services.

The Support team is supported by the Account Management Team (Account Manager & Technical Account Manager) who are available to provide strategic and design requirements on an ongoing basis. The overall service is overseen by the Service Delivery Manager who governs the day to day service and acts as your primary contact.

Service scope

Service constraints
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depends on the priority of the ticket. Initial responses are tied into our response SLAs, however response times for general questions are not targeted. Response times at weekends will depend on whether weekend support is taken up.
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
No
Support levels
Our 24/7 service desk puts an experienced team of highly-qualified engineers at your disposal. We have an enviable reputation for providing the kind of support your employees really want. Our service is a true round-the-clock, enterprise-grade managed support service to ensure that the requisite expertise is on hand day or night to act swiftly should the unexpected happen. Response times are based on severity - Critical (10 minutes), Standard (45 minutes), Low (90 minutes). This is subject to having a support contract in place. These response times apply to outside of normal business hours (including weekends) subject to a 24/7 support agreement being in place. You will also have an assigned technical account manager who will work with you on current and ongoing requirements. We provide 3 service offerings: Dedicated help desk (starting at £20 per user, per month), Shared service desk starting at £20 per user, per month) and Out of Hours service (starting at £2 per user, per month).

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£2 to £40 a user a month
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 bids@contentandcloud.com. Tell them what format you need. It will help if you say what assistive technology you use.