SCISYS UK Ltd

SCISYS Cloud Application Management and Support Service

An on-demand cloud support service that is designed to provide customers with the assurance of having technical resources to resolve their application issues, when they need it. ITIL® based and ISO 20000 certified. The service is available at OFFICIAL with a handling caveat of SENSITIVE.

Features

  • ISO 20000 certified service provided by UK based staff.
  • Available at OFFICIAL with a handling caveat of SENSITIVE.
  • Transition/on-boarding procedures for take-on of existing applications.
  • Service Desk: 24/7 web portal for logging calls.
  • Rigorous incident and problem management procedures with clear communication.
  • ITIL-aligned processes covering change, release and configuration management.
  • Proactive application management for trend analysis and continuous improvement.
  • Tailored Service Level Agreement providing support when/how you need it.
  • Array of technologies covered including legacy languages and unsupported tools.
  • Full exit process

Benefits

  • Flexible and tailored to suit your business and applications.
  • Responsive service with good communication providing assurance at all times.
  • Collaborative approach with 3rd party suppliers ensuring seamless service.
  • Application support specialists supplemented by wider team of architects/developers.
  • Single point of contact and clear escalation routes where required.
  • Proactive management to identify issues before they become problems.
  • DevSecOps / Websphere

Pricing

£530 to £1300 per person per day

Service documents

Framework

G-Cloud 11

Service ID

9 9 4 0 4 8 1 2 4 7 6 3 7 4 6

Contact

SCISYS UK Ltd

Bid Team

01249 466466

digital@scisys.co.uk

Planning

Planning service
Yes
How the planning service works
The detail depends on where the customer is at with the adoption of cloud services i.e. whether this is a new service or a legacy service being ported to the cloud but activities will include assessment of user needs, non functional requirements, security issues and other related items. This can take the form of a business case if early in the process or a more detailed plan for the implementation of the service.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
Training approaches will depend on a number of factors including the geographic spread of the customer, the specific cloud service and budget available. Training strategies include

Train the trainer
Online
Face-to-face
Training manuals
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
SCISYS works with the customer to understand the user needs, non functional requirements and associated security issues.
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
SCISYS uses a number of industry standard approaches to undertake these services which are customised to the particular needs of the client.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security audit services

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
SCISYS' cloud hosting and software services support are provided in-line with and certified to ISO 20000-1.

Service scope

Service constraints
All services are provided by UK based personnel.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Response times are dependent on severity and will be detailed in the SOF
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 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
Support levels will depend on various customer parameters and will be detailed in the SOF. SCISYS can provide support up to and including full 24/7/365.

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£530 to £1300 per person per day
Discount for educational organisations
No

Service documents

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