Qubic Group plc

IT Support

Think Nexus Support brings the whole process of support under a comprehensive, single, managed service. We recognise that organisations need either around the clock or 9 to 5 support with SLAs to match. We do not wait until things go wrong, our proactive monitoring can anticipate issues before they happen.

Features

  • Single Point of Management
  • Network Operating Centre 24/7/365 monitoring and automated fix
  • Flexible Service Level Agreement
  • Help desk with flexible support times
  • Multiple Communication Touchpoint, Telephone, Email or Portal
  • On-site Engineering as and when required
  • Regular on-site engineers visits if and when required
  • Regular patches and updates
  • Minor changes of 15 minutes or less are free
  • Management of warranties and software licenses

Benefits

  • Organisations have visibility to their IT estate and single invoice
  • ICT issue are address 24/7/365 and 80% are automatically fixed
  • Organisation can choose the required SLA to suit particular departments
  • Organisations can choose out- of- hours support for certain departments
  • Callers choose to communicate in the way they would like
  • If onsite fix is required an engineer will be despatched
  • Ability to station engineers on-site to help support the organisation
  • Reduction in ongoing costs of minor changes
  • Avoid paying for wrong or inappropriate licensing

Pricing

£10 a device a month

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

9 3 6 3 7 7 2 1 1 0 9 7 2 9 1

Contact

Qubic Group plc Charlie Riddle
Telephone: 02086017000
Email: Charlie.Riddle@qubicgroup.com

Planning

Planning service
Yes
How the planning service works
Qubic Group offers consultancy services which include planning for the implementation:
Review of existing services;
Infrastructure review (including hardware, connectivity ;
Data mapping review;
GDPR consultation;
Cyber security review
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Amazon Web Services (AWS)
  • Microsoft Azure
  • Citrix Application hosting
  • Public Cloud
  • Private Cloud
  • Hybrid Cloud
  • Mitel
  • URIM
  • Datto
  • VEEAM

Training

Training service provided
Yes
How the training service works
Training can be delivered through a variety of methods from on-site at customer locations to classroom based at either convenient local locations or at Qubic Groups St Albans office.

Training can also be delivered online through video or web based training.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Setup and migration is managed through PRINCE II Project methodology with through dedicated resources identifying assets in-scope and workloads impacted with a maximum attention to ensuring no impact to users. After live date and completion of the migration the project will include old legacy infrastructure retirement, disposing of assets and any ensuring all contracts correctly terminated with legacy suppliers.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Amazon Web Services (AWS)
  • Microsoft Azure
  • Public Cloud
  • Private Cloud
  • Hybrid Cloud
  • Mitel Cloud
  • Teams
  • Microsoft Office 365

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Qubic Group constantly monitors the performance and behaviour of the infrastructure including all hardware, connectivity and software.

Qubic group uses monitoring tools and agents deployed against set parameters to report issues in the status of the service under monitoring.

These monitoring agents can be configured to specific requirements if necessary to meet specific customer requirements.

Performance data from the monitoring agents is stored for a period of 3 months but can be tailored to specific longer requirements if necessary subject to adequate planning and development.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • CREST
  • Tigerscheme
  • Cyber Scheme
  • Other
Other security testing certifications
CISSP - Certified Information Systems Security Professional

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
Round the Clock (24/7) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user modifications, admin tasks
Hardware warranties and software license management

Working Hours (9 - 5) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user modifications, admin tasks
Hardware warranties and software license management

Extended Hours Support (8 - 8) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user modifications, admin tasks
Hardware warranties and software license management

Desktop support available from
24/7 Full support
Extended Hours (8 - 8) support
Working Hours (9 - 5) support
Covering user management, Microsoft office support, root cause analysis,
Available at additional costs:-
Antivirus, anti-spam monitoring and fix, admin tasks
Hardware warranties and software license management

Service scope

Service constraints
Depending on the support package chosen support is either provided as:-
Round the clock 24/7, 7 days a week
Extended hours 8 till 8 Monday till Friday
Working hours 9 till 5 Monday till Friday
Support covers the products supplied by Qubic Group only and not any pre-existing hardware unless specifically required and covered during onboarding.
Support does not include supporting 3rd party product not supplied by Qubic Group ie connectivity, internet, telephone services etc.
Any issue or incident which is a result of the customers actions will not be covered by Qubic Group support.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Ticket response times depend on the severity of the incident being reported.
Priority 0 - Major issues relating to severe system outages are responded to 1 hour and aimed resolution within 2 hours.
Priority 1 - Critical issues relating to severe system degradation responded to 2 hours and aimed resolution within 4 hours.
Priority 2 - Medium issues impacting an individual or single user preventing base functionality responded within 3 hours and aimed resolution within 6 hours
Priority 3 - Low issues impacting a single user responded within 4 hours and aimed resolution within 8 hours.
Further available at www.qubicgroup.com
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Round the Clock (24/7) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user adds, user modifications and other admin tasks
Hardware warranties and software license management
Prices start £200 per physical server/£150 per virtual machine

Working Hours (9 - 5) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user adds, user modifications and other admin tasks
Hardware warranties and software license management
Prices start £125 per physical server/£75 per virtual machine

Extended Hours Support (8 - 8) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user adds, user modifications and other admin tasks
Hardware warranties and software license management
Prices start £125 per physical server/£75 per virtual machine

Desktop support available from
24/7 Full support £30 per user
Extended Hours (8 - 8) support £25 per user
Working Hours (9 - 5) support £18 per user

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
AWS, Microsoft Azure, Microsoft Teams, Citrix, Mitel, Datto, VEEAM, URIM

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£10 a device a month
Discount for educational organisations
Yes

Service documents