GETECH LIMITED

Enterprise Managed Service Desk & Large-Scale Fleet Support

High-volume Managed Service Desk designed for large-scale organisations. We provide 2nd/3rd line incident management for Google Workspace, ChromeOS, and cloud infrastructure. Features ITIL-aligned processes, SLA-driven response, and scalable architecture to support Regional and National deployments with multi-channel access.

Features

• Scalable support architecture proven for mass-scale enterprise deployments
• 2nd and 3rd Line technical support and incident management
• ITIL-aligned service delivery (Incident, Problem, Change Management)
• Multi-channel access (Portal, Email, API/ITSM integration)
• Advanced performance analytics and trend reporting for large estates
• VIP/Executive support pathways for critical leadership functions
• Mass-deployment device management support (MDM) for large fleets
• Service Level Agreement (SLA) driven Key Performance Indicators (KPIs)
• Integration with client ITSM tools (e.g. ServiceNow, Freshdesk, Halo)
• Dedicated Strategic Service Delivery Manager (SDM) for governance

Benefits

• Ensures consistent user experience across massive, distributed workforces
• Economies of scale reduce cost-per-ticket for high-volume estates
• Frees up internal IT strategy teams from operational noise
• Proactive trend analysis identifies issues before impacting entire user estate
• Rapid elasticity to handle peak demand periods (e.g. mass onboarding)
• Guarantees business continuity through robust, contract-backed SLAs
• Standardises support processes across disparate regions or departments

• Education pricing available

Service documents

• Service definition document

  PDF

• Terms and conditions

  PDF

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 bidteam@getech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

103435904516394

Contact

Richard Maclean
01473240470
bidteam@getech.co.uk

About your service

• Service categories:

  Cloud Support Services

  Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • Dispatch of service technicians and/or parts
  • End user training coordination
  • Other

Service scope

• Service constraints: As this is a mostly remote service delivery, we are unaware of any constraints that would affect this service.

User support

• Email or online ticketing support: Yes
• Support response times: Monday to Friday, 9am to 5.30pm, Same-day response Service Level Agreement. Service levels can be negotiated on an individual contract basis.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Google perform Voluntary Product Accessibility Testing for web chat; the latest results are available from this URL: https://services.google.com/fh/files/misc/google_chat_web_vpat.pdf; The following services are supported by the interface: text to speech, and speech to text, magnifying tool, high contrast colour schemes are all available options.; Additionally, the current Voluntary Product Accessibility Testing confirms the following features to 2.2 A or AA level testing.; Character Key Short cuts – 2.2 A; Pointer Gestures – 2.2 A; Pointer Cancellation – 2.2 A; Label in Name – 2.2 A; Motion Actuation – 2.2 A; Orientation – 2.2 AA; Identify Input Purpose – 2.2 AA; Reflow – 2.2 AA; Non-text Contrast – 2.2 AA; Text Spacing – 2.2 AA; Content on Hover or Focus – 2.2 AA; Status Messages – 2.2 AA
• Support levels: Support levels provided We provide 2nd and 3rd-line technical support and incident management for Google Workspace, ChromeOS, and cloud infrastructure. Our service is ITIL-aligned, covering incident, problem, and change management through multi-channel access including phone, email, and a dedicated ticketing portal. The service includes break-fix troubleshooting, administrative configuration advice, root cause analysis for major incidents, and a priority escalation path to Google Engineering Support. All support is driven by contract-backed Service Level Agreements (SLAs) to ensure the rapid resolution of business-critical issues.; Cost of different support levels Our managed support is provided for a predictable annual cost for unlimited remote technical assistance. For large-scale enterprise deployments, our scalable architecture provides economies of scale that reduce the cost-per-ticket for high-volume estates. Full details of our pricing tiers and specific educational discounts are provided in our attached G-Cloud 15 Pricing Document.; Technical account management and engineers Support is delivered by certified Google Professional Cloud Engineers. For Enterprise tiers, we provide a dedicated Strategic Service Delivery Manager (SDM) to oversee governance and regular service review meetings. This ensures your environment remains stable and aligned with frequent Google updates.
• AI chatbot: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Google

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Pricing

• Discount for educational organisations: Yes

Architecture roles

Technical architect

Role level	UK Rate	Offshore Rate
Associate technical architect	£850.00
Senior technical architect	£995.00
Lead technical architect	£1,500.00

IT operations roles

End user computing engineer

Role level	UK Rate	Offshore Rate
Associate end user computing engineer	£250.00

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure engineer	£350.00
Infrastructure engineer	£850.00

Service desk manager

Role level	UK Rate	Offshore Rate
Service desk manager	£850.00

Product and delivery roles

Delivery manager

Role level	UK Rate	Offshore Rate
Associate delivery manager	£850.00
Delivery manager	£995.00
Senior delivery manager	£1,500.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA Ltd
• ISO 9001 accreditation date: Friday 18 August 2023
• What the ISO 9001 doesn’t cover: Getech's ISO 9001 covers all aspects of our business.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Securitymetrics
• PCI DSS accreditation date: Saturday 27 December 2025
• What the PCI DSS doesn’t cover: All elements of Getech's payment processing that involve cardholder data, i.e. credit, debit, or other, are covered by this certification. Standard invoice and payment (on account) process's not using cardholder data are not directly covered by process's under this certification, but are protected by Getech's other company wide security and audit process's.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 171d1c94-afa5-43a2-bab2-872b1a5939cf
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 40b64042-5c06-4b30-93e5-f585fe810fd1
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Service definition document

  PDF

• Terms and conditions

  PDF

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 bidteam@getech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.