ACCELERAATE LIMITED
Support & Managed Services for Zoom by Acceleraate
Acceleraate provides a fully managed Zoom service combining software licensing, implementation, integration, and ongoing operational support under a single contract. This enables public sector organisations to procure, deploy, and manage Zoom Contact Center and Zoom Phone through one accountable supplier and single point of contact.
Features
- Zoom software licensing procurement and contract management
- End-to-end solution design and implementation services
- Integrated system development and configuration management
- First-line and second-line operational support services
- Centralised service desk and account management
- Vendor coordination and technical escalation management
- Change, release, and upgrade management
- Performance reporting and service governance
- Security, compliance, and assurance management
- Continuous optimisation and service improvement planning
Benefits
- Reduce supplier management effort through single accountable service provider
- Simplify procurement using one contract for software and services
- Accelerate delivery through coordinated licensing, implementation, and support
- Reduce operational risk with clear ownership and escalation routes
- Improve issue resolution through integrated support and engineering teams
- Minimise internal coordination through centralised service management
- Increase service stability through consistent configuration and governance
- Reduce administrative overhead with consolidated billing and reporting
- Improve strategic planning through joined-up service reviews
- Enable faster change delivery through streamlined approval processes
Pricing
- Education pricing available
Service documents
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 frameworks@acceleraate.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 15
Service ID
1 3 7 8 5 3 4 9 8 4 9 2 4 5 9
Contact
ACCELERAATE LIMITED
Matt Cowell
Telephone: 0161 552 5852
Email: frameworks@acceleraate.com
About your service
- Service categories
-
Cloud Support Services
Managed Cloud
Managed Public cloud
- Managed Public SaaS/PaaS
Service scope
- Service constraints
- Zoom Support and Managed Service by Acceleraate provides licensing, integration, and on-going optimisation and improvement services for Zoom Phone, Zoom Contact Center, Zoom Virtual Agent, Zoom Quality Management, Zoom Workforce Management, Zoom Workplace and other related Zoom products. Services are primarily provided remotely, however our CX specialists are also available to visit client sites for an additional fee.
User support
- Email or online ticketing support
- Yes
- Support response times
-
Acceleraate offers two Technical Support tiers for Zoom, subject to client needs:
1) Standard Support (Monday to Friday 09:00-17:00, excluding Bank & Public Holidays in England)
2) Premier Support (24x7x365). We prioritise support tickets from P1 to P4 and encourage customers to contact us via our Support Portal for optimised response times. Our response time for P1 is 30 minutes with Premier Support. - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- EN 301 549
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
-
Standard Support is Monday to Friday 09:00-17:00, excluding Bank & Public Holidays in England.
Response times are:
1 hour for P1 – Urgent
2 hours for P2 - High
1 business day for P3 Medium
2 business days for P4 - Low
Premier Support provides 24/7 coverage and has response times of:
30 minutes for P1 – Major
1 hour for P2 - High
4 hours for P3 - Medium
business day for P4 - Low
Enhanced plans (available for an additional fee) such as Premier Assurance, and Premier+ offer additional benefits, including faster response times, structured escalation paths, and defined service level objectives/agreements to address issues efficiently. Features like priority response and advanced technical assistance vary depending on account type, user type, and account configuration.
These options allow organisations to select the support level that aligns with their operational needs and ensures rapid resolution of any issues, minimising disruption and maintaining seamless collaboration.
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Zoom Communications, Inc.
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Security Clearance (SC)
Pricing
- Discount for educational organisations
- Yes
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £750.00 | |
| Solution architect | £1,000.00 | |
| Senior solution architect | £1,200.00 | |
| Lead solution architect | £1,500.00 | |
| Principal solution architect | £2,000.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate application operations engineer | £500.00 | |
| Application operations engineer | £750.00 | |
| Senior application operations engineer | £1,000.00 | |
| Lead application operations engineer | £1,200.00 | |
| Principal application operations engineer | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| IT service analyst | £750.00 | |
| IT service manager | £1,000.00 | |
| Senior IT service manager | £1,200.00 | |
| Head of IT service management | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure engineer | £750.00 | |
| Infrastructure engineer | £1,000.00 | |
| Senior infrastructure engineer | £1,200.00 | |
| Lead infrastructure engineer | £1,500.00 | |
| Principal infrastructure engineer | £2,000.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,200.00 |
Quality assurance testing (QAT) roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Tester (QAT) | £750.00 | |
| QAT analyst | £1,000.00 | |
| Senior QAT analyst | £1,200.00 | |
| Lead QAT analyst | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test engineer | £1,000.00 | |
| Senior test engineer | £1,200.00 | |
| Lead test engineer | £1,500.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| DevOps engineer | £1,000.00 | |
| Senior DevOps engineer | £1,200.00 | |
| Senior DevOps engineer - management | £1,200.00 | |
| Lead DevOps engineer | £1,500.00 | |
| Lead DevOps engineer - management | £1,500.00 | |
| Principal DevOps engineer | £2,000.00 | |
| Principal DevOps engineer - management | £2,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Developer | £1,000.00 | |
| Senior developer | £1,200.00 | |
| Senior developer - management | £1,200.00 | |
| Lead developer | £1,500.00 | |
| Lead developer - management | £1,500.00 | |
| Principal developer | £2,000.00 | |
| Principal developer - management | £2,000.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- D58174a4-31fd-42c0-b765-eadd68dbd898
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 3b650353-9530-4aab-94d0-c90799d590ef
- 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
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Volunteering opportunities for staff
-
Service documents
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 frameworks@acceleraate.com.
Tell them what format you need. It will help if you say what assistive technology you use.