COOLSPIRiT

COOLSPIRiT GUARDiAN CASP Support.

The GUARDiAN CASP Support agreement gives you complete assurance for your Commvault investment. Industry leading, Commvault accredited hands on design, implementation and ongoing support for data management on your private & public cloud estate.

Features

• Dedicated Commvault commcell champion.
• Online knowledge base.
• Online forum with Commvault masters & Commvault end-users.
• Online documentation & FAQs
• Support that is available 24/7, whenever a problem may occur
• Unlimited number of calls to Commvault Customer Support if required
• Regular updates on the status of open incidents
• Remote debugging and re-configuration tools for rapid fault resolution
• Proactive site monitoring through the Commvault Metrics service
• Cloud Metrics Reporting

Benefits

• Regular Client Engagement & Service Reviews
• Extensive network of Commvault Expert Certified Specialists and Resources
• Reduced admin times for Commvault Private & Public Cloud Environments
• Service Packs & Hotfix Update Downloads, when available.
• Tips & Techniques to achieve better performance.
• Weekly Update Alert Notice, product update & upgrade notifications.
• GUARDiAN Healthchecks on Commvault Private & Public Cloud Environments.
• Improved response times on Commvault standard support contracts.
• Real time monitoring on Commvault environments.
• Access to COOLSPIRiT Commvault UK User Group.

£1,315 a terabyte

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

152807742471041

Contact

Alex Raben
01246 454 222
frameworks@coolspirit.co.uk

Planning

• Planning service: Yes
• How the planning service works: COOLSPIRiT Cloud Support Services deliver tailored/ unique planning services, specialists and support for customer projects across various Cloud solutions. ; ; COOLSPIRiT provide Cloud Support Specialists to assist with & perform planning to deliver effective analysis of problems and risks in the Cloud to ensure business/department goals are met. ; ; COOLSPIRiT Cloud support services Interactions include:; ; Business Architecture : Analysis of the risks that might be caused by Cloud application from a business perspective and delivery of solutions.; ; IT Architecture : Identify solutions that support the business processes and the technologies required to support enterprise applications and data management.; ; Quality of Service : Review and analysis of non-functional requirements such as reliability, security, disaster recovery etc. ; ; Solution Design and Transformation : Formulation of transformation plans to convert the current business to cloud and provision of project and programme delivery.; ; COOLSPIRiT will deliver all business planning services before deploying applications to the Cloud Data Security and Privacy Requirement, Budget Requirements, Type of cloud-public, private or hybrid, Data backup requirements, Training requirements, Dashboard and reporting requirements, Client access requirements and Data export requirements.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: COOLSPIRiT offer an array of digital learning assets, selected virtual instructor-led events and other learning development tools. Clients choose a mix of training based on their current services & expertise. You have continuous access to hundreds of hours of on-demand manufacturer learning, over a thousand pages of content and more than a hundred technical training videos. Content is created by seasoned experts and clients can take advantage of the full breadth of the Commvault data platform when they need it. In addition to this COOLSPIRiT offer Knowledge transfer training sessions run by GUARDiAN Cloud Commvault Expert Accredited experts, either during implementation of their Commvault Private & Public Cloud migrations or on isolated testing Commvault environments, these sessions are typically run direct with the clients technical team and day to day administrators.
• Training is tied to specific services: Yes
• Services the training service works with: CommVault

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: COOLSPIRiT can help organisations setup, migrate and protect all cloud services which are compatible with Commvault.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: GUARDiAN Cloud Services

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: COOLSPIRiT delivers quality assurance and performance testing through our Testing & Test Strategy on customers' Commvault Private & Public Clouds, this includes Cloud, Load, Mobile, User Acceptance & Performance. Provision of manual and automated testing services as well as Cloud based testing guaranteed by the highest accredited engineers.; COOLSPIRiT use Datto RRM monitoring for OS performance and monitoring, which alerts and logs incidents into our ITSM TopDesk.; GUARDiAN CASP Engineer Accreditations to complete both quality & performance testing : CCE, CFE1 CFE2, Commvault Professional ; We produce a Daily checklist for performance & customer Health check at onboarding.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security testing
• Certified security testers: Yes
• Security testing certifications: Cyber Scheme

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Commvault environments are supported with the use of Cloud.Commvault.com, which the COOLSPIRiT GUARDiAN support team have access to for customer environments.

Service scope

• Service constraints: Support only in English, must have the ability to allow remote access to environment.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Topdesk service management tool has email and self-service portal
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Not applicable.
• Support levels: COOLSPIRiT GUARDiAN CASP provides 3 different support levels; CASP Basic (or CASP B), CASP Extended (Or CASP E) or Managed Services.; The CASP Basic support package provides direct access to the GUARDiAN CASP Technical Support team and is designed to support the customer’s needs. This includes:; Access to the CASP team on business days (Monday – Friday), excluding statutory holidays, between the hours of 7am to 7pm (GMT).; 24x7 access to the Commvault Maintenance Advantage self-help website; Notification of critical software update fixes; Web E-Support such as Incident Management, Knowledge Database, Commvault Books Online and the Commvault Forums; Reports provided upon request; ; The CASP Extended support package is designed to address mission critical environments since it provides a comprehensive 24x7 coverage period. This package includes:; Around-the-clock access to the CASP Technical Support team for Critical Incidents (including holidays); 24x7 access to the Commvault Maintenance Advantage self-help website; Notification of critical software update fixes; Web E-Support such as Incident Management, Knowledge Database, Commvault Books Online and Commvault Forums; ; Reports provided upon request; GUARDiAN’s CommCell Management Service provides consistent, reliable remote monitoring and management of the Customer’s Commvault software environment in order to achieve defined service levels.; 24x7 Monitoring & Service Management.

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Commvault

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 01/12/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  As an organisation, COOLSPIRiT is wholly committed to improving our social & sustainability record and drive real change through to delivery of our contracts.; ; We take great pride working with our supply chain and customers to understand how our services can be provided with reduced emissions seeking a net zero impact on our environment.; ; We employ a number of activities / initiatives to help accelerate us towards our global population becoming carbon neutral, including, Partnering with World Land Trust to plant trees in Borneo, SME Climate Commitment, Working from solar-powered offices, Availability of electric car charge points, Electric-powered company vehicles, Upgrading to LED lighting throughout our offices, Eradicating the use of single-use plastic, Achieving ISO 14001 Certification, Supporting the 721 Challenge.; ; We understand that our business has a direct impact on the environment, so we're actively working towards best practices in the technology sector.; ; In regard to our Social Responsibility, we also thrive on making differences wherever possible, be it big or small, to help support the overall impact that organisations can have on our local communities.; ; Initiatives we have in place include, Apprenticeships for local people, Employment skills structure, Supporting the community, Donations of technology equipment, Local collaboration, Sustainability and environmental focus, Supporting Charity.; ; We're excited to have now partnered with the World Land Trust (Registered Charity No. 1001291) as a corporate supporter. The World Land Trust carries out essential reforestation projects, supporting conservation and creation of wildlife-rich habitats benefitting local communities, reconnecting forest areas, and storing carbon.; ; In addition to the measures noted above we will automatically plant a tree for every contract placed with us.; ; More information can be found on our website https://www.coolspirit.co.uk/

Pricing

• Price: £1,315 a terabyte
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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