Stone Computers Limited

Stone Cloud Managed Networking Support

Stone Cloud Managed Networking Support allows existing customers of Stone's platform to extend their support and agreements.

Features

  • Business hours remote support
  • Complete tailoring of support to customer requirements
  • Continuation of existing service
  • Automated notifications
  • Dedicated technical support function
  • On site support (if required).

Benefits

  • Maintains uptime and continuity of service
  • Zero configuration
  • Zero downtime
  • Zero deployment
  • Business as usual

Pricing

£15 per unit

  • Education pricing available

Service documents

G-Cloud 9

940978843625295

Stone Computers Limited

Simon Pettit

08448 22 11 22

tenders@stonecomputers.co.uk

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

Security testing

Security testing
Security testing service No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works Stone provides business hours remote and on site support for Cisco Meraki cloud networking provisions.

Service scope

Service scope
Service constraints This is for existing Stone Managed Networking Service customers only.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Emails and web requests acknowledged within 1 business hour (90%) during weekdays only. Service available: Monday – Thursday 09:00 – 17:30, Friday 09:00 – 17:00
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 9 to 5 (UK time), 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Web chat is accessed via the Stone Support Website
Web chat accessibility testing N/A
Support levels Support Telephone call answered within 30 seconds (90%) with emails and web requests acknowledged within 1 business hour (90%). Pro-active monitoring and alerting of Cloud infrastructure Response Service call logged on Stone Helpdesk. Call transferred to Specialist Support Engineer for immediate response, or if this is not available the customer will receive a call by the Specialist Support Engineer within 60 minutes of the call being logged (90%).

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Cisco Meraki

Staff security

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

Pricing

Pricing
Price £15 per unit
Discount for educational organisations Yes

Documents

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
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