FCO Services

FCO Services - Infrastructure Support as a Service

FCO Services’ Infrastructure Support as a Service provides government grade, round the clock support for your Windows and Linux estate - whether in the Cloud, co-located or self-hosted - at affordable rates. With an industry leading service level agreement (SLA) performance, our trusted expertise covers multiple technology stacks.

Features

  • On government premises, UK based, application support
  • 24/7/365 availability
  • Technology agnostic and high level of technical know-how
  • Able to span multiple cloud or hosting solutions
  • Transparent pricing (per user/bespoke)
  • Platinum, Gold, Silver or Bronze service options
  • ISO 20000 and ISO 9001 certified organisation
  • Modern toolsets include Echo contact centre and ServiceNow
  • Resilient and highly configurable cloud based service management toolset
  • Dedicated customer contact number provided by automatic call distribution

Benefits

  • In government partner
  • Unique mix of civil service and commercial expertise
  • SC/DV Cleared staff
  • SI & SIAM ability to effectively manage ITIL aligned processes
  • Agile delivery with capacity to flex to increase in demand
  • Single point of contact for all end user services
  • Highly experienced in working with public sector organisations
  • Highly experienced in working with public sector organisations
  • Service desk support tailored for specific business needs
  • Continuous service improvement driven by customer experience feedback

Pricing

£43 per server

Service documents

G-Cloud 10

960109681287224

FCO Services

Elizabeth Arneill

01908 516686

fcoservices.customercontactcentre@fco.gov.uk

Planning

Planning
Planning service Yes
How the planning service works We can provide a full range of Project and Programme planning and Business Services including Change Management and Business Analysis. We have run a significant number of sophisticated and complex projects and programmes, including multi-million pound Cloud infrastructure development and migration.

The project management service adheres to industry IT standards such as Prince2, APM and ITIL to manage projects and changes. This aligns with a rigorous risk management commercial process.

Project services can work with technical teams from other vendors, or customer sites or our own security cleared specialists.

Where appropriate, FCO Services teams can be augmented by security cleared resources consisting of contracted and consultative resources from partner organisations.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Microsoft Office 365
  • FCO Services Cloud Hosting
  • Hybrid Cloud Services

Training

Training
Training service provided Yes
How the training service works Training is available onsite as per the FCOS SFIA Definitions Rate Card.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Migration analysis is provided a to ensure that the proposed solution meets both the customer requirements and also any security constraints.

Once the final solution has been defined and agreed, FCO Services can also provision the solution according to an agreed schedule.
Setup or migration service is for specific cloud services Yes
List of supported services
  • FCO Services Cloud Hosting
  • FCO Service Cirrus 360
  • Office 365
  • Cloud Mobile Device Management
  • Public Cloud Services
  • Security Operations Center (SOC)
  • Cloud Managed Wi-Fi
  • Disaster Recovery and Backup

Quality assurance and performance testing

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

Security testing

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 No

Ongoing support

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 We offer a wide range of Cloud support services including:

Policy formulation/documentation
IT Health Check Testing
Monitoring advice
Investigation and forensics
Accreditation assurance advice and guidance
Software security guidance

Service desk
Email
Phone
Onsite

Service scope

Service scope
Service constraints Support is available as per contracted terms and conditions.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support availability up to: 24x7x365, Fully supported by our Global Support Centre

Standard support response times 30mins for Priority 1 and 2 calls
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 Enhanced Support is available up to: 24x7x365, Fully supported by our Global Support Centre.

Standard support response times are 30mins for Priority 1 and 2 calls.

Technical account manager and Service Delivery Mangers are available as well as 1st, 2nd and 3rd line support staff.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold A range of 3rd party vendors including Microsoft

Staff security

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

Pricing

Pricing
Price £43 per server
Discount for educational organisations No

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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