INTUITY COMMUNICATIONS LIMITED

8X8 Cloud professional services

Professional services covering design, installation, pre and post sales support and end user training for the 8X8 UCaaS and CCaaS solutions.

Features

• 24/7 support helpdesk
• Design support and consultancy
• UK based support desk
• Access to help via phone, social Media, email and web
• All engineers certified for all solutions
• All support requests tracked via unique ref ID
• AI powered knowledgebase for known issues
• individual tech account manager for reviews and escalations

Benefits

• Rapid response times
• Self service portal with "how to" videos and user guides
• Customer ID routing to have issues work by same engineer
• Resolution times well below published metrics
• Regular account reviews for support tickets
• Clear escalation routes
• Good relationships with vendors for smooth support

£3.04 to £136.80 a user

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• 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 MarkBridgman@IntuityComms.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

181692024786922

Contact

Mark Bridgman
03452411521
MarkBridgman@IntuityComms.com

Planning

• Planning service: Yes
• How the planning service works: We begin with a detailed data gathering phase to help map the customer capabilities and clearly understand the customer requirements.; ; The Data gather phase considers all elements of the solution and consists of a technical workshop to survey the key stakeholders on how their business operates and if there are elements within the existing platform that they feel are missing, critical or irrelevant to the business.; ; We then identify the appropriate cloud architectures that align with the Buyer's needs, considering factors such as scalability, performance, security, and compliance. This is then reviewed with the customer, where we outline any change in operation, cost reductions, security enhancements or improved user experiences that have been gained with our design.; ; The final element of our planning phase shares our roadmap for the migration project, outlining key milestones, dependencies, and timelines.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Intuity offer all levels of end user training for basic handset usage, contact centre agent and supervisors and system admin. We provide both remote video and on site training and have a library of user level material available to support every session. All information delivered is available 24/7 through our user portal and we supply quick reference cards for key common features at the end of each session. ; All training staff are fully certified in the solutions they are delivering.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Intuity use a comprehensive design process for setup and migration of our cloud services that we walk through with the customer at every stage. Each new project has a dedicated project manager who will remain the primary contact until the final sign off. ; Governance is established through buyer-agreed KPIs and SLAs, ensuring alignment with the Buyer's objectives. Regular meetings will be scheduled to review project progress, address any concerns, and make necessary adjustments to ensure project success.
• 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: Our QA and testing plans start with defining clear objectives and goals, determining the scope of testing, and selecting suitable methodologies, tools, and frameworks. We ensure testing environments replicate the production environment, conducting functional, performance, and security testing in the cloud environment. Tests are validated for data integrity and consistency throughout the migration process, with regression testing to safeguard existing functionality. We automate repetitive tests to enhance efficiency and implement continuous testing practices, feeding results into the CI/CD pipeline for automatic deployment testing. Regular monitoring tracks progress against objectives, generating comprehensive reports for stakeholders.

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: Yes
• Security testing certifications: CREST

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Our service desk has a direct route into our vendors support team on a 24/7 basis. All issues with the hosting platform or software services that are outside of the visibility of the Intuity team are escalated into the relevant vendor. We have clearly defined escalation contacts for any major incidents and access to solution health check portals to verify any outages or system anomalies.; ; In addition to direct vendor support we have access to their knowledge base portals and AI powered virtual assistants for lower level general issues.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Emergency and Urgent System Faults: ; System Down; Major Network Outage; More than 90% of System Down; Mon-Fri 8:30am – 5:30pm - First Response By 1Hrs; 24 – 7 -First Response By 1Hr (Cases raised via Telephone ; Number Only); ; Minor System Faults: ; Minor System Fault; Faulty Handset; Programming Problem; Mon-Fri 8:30am – 5:30pm - First Response By 4Hrs; 24 -7 - First Response By 4Hrs; ; Change Requests Change of system programming ; not associated to fault; Mon-Fri 8:30am – 5:30pm - 5 Working Days 24 -7 5 Working Days
• 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: Our cloud support is included within the service subscription per user and covers business hours M-F 9-5 for all issues. Customer are able to purchase enhanced cover for 8-8 cover M-Sat or full cover for 24/7 support. The rates for the enhanced and full cover are based on a 15% value of the monthly per user charge for enhanced and 20% for full cover. For example, 5 users @£10 each per month would increase from £50 per month to £57 for enhanced and £60.; ; All support is provided through cloud support engineers and will have a technical account manager allocated.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Intermedia, 8x8

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 12/12/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: A-Lign
• PCI DSS accreditation date: 2019
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Intuity have been committed to the fight against climate change for many years and are on track to become carbon neutral by the end of 2025 which is well in advance of the government target of 2050. Our dedication to achieving this goal is clear throughout the business with all employees owning their own individual reduction and off set plans that are inline with the company targets. We are also working with our supplier chain and partners to ensure they are also striving towards a net zero target and any new supplier must have a similar path in place to be onboarded with us.

  Covid-19 recovery

  Intuity has taken steps to support the recovery from the COVID-19 pandemic, which has exacerbated economic and social challenges. Our efforts include creating employment and re-training opportunities, particularly in high-growth sectors, and supporting organisations and businesses to manage and recover from the impacts of COVID-19.

  Tackling economic inequality

  Intuity is addressing UK social values concerning economic inequality through several impactful strategies: Creating New Opportunities: We are actively involved in creating new businesses, jobs, and skills, which is crucial for economic growth and reducing inequality. This includes identifying opportunities for supplier diversity and new business creation within Our supply chain. Skill Development: Intuity places a strong emphasis on skill development, offering training schemes that lead to recognised qualifications. This helps individuals advance their careers and contributes to closing the skills gap in the economy. Supply Chain Resilience: By increasing supply chain resilience and capacity, We are ensuring that economic benefits are distributed more evenly. This includes measures to make the supply chain environment conducive to a diverse range of suppliers and growing businesses. Supporting COVID-19 Recovery: The company has taken steps to support the recovery from the COVID-19 pandemic, which has exacerbated economic and social challenges. Our efforts include creating employment and re-training opportunities, particularly in high-growth sectors, and supporting organisations and businesses to manage and recover from the impacts of COVID-19. Addressing Inequality Costs: Intuity recognises that inequality is not only a social issue but also an economic inefficiency. We are taking measures to address the social impacts of inequality, such as poor mental health and high crime rates, which have significant economic costs. Through these initiatives, Intuity is contributing to a more equitable society by tackling economic inequality and supporting the UK’s social value objectives.

  Equal opportunity

  Intuity Communications aims to deliver against social values by fostering equal opportunities within its workforce through the following actions. Inclusive Recruitment: Intuity employs inclusive and accessible recruitment practices, ensuring a diverse range of candidates have the opportunity to join the organisation. This helps to reduce barriers to employment and supports the representation of underrepresented groups, including disabled individuals. Skill Development: The company supports disabled people in developing new skills relevant to their roles, including training schemes that lead to recognised qualifications. This not only empowers employees but also addresses the under-development of disabled people in the workforce. Workforce Equality: Intuity takes measures to tackle inequality in employment, skills, and pay. We offer a variety of quality opportunities with clear routes for progression, such as T Level industry placements and support for higher-level apprenticeships. Disability Employment Gap: By focusing on actions that increase the representation of disabled people in the workforce and providing equality of opportunity for employment, Intuity Communications is actively working to reduce the disability employment gap as outlined in the UK’s Social Value Model. Through these initiatives, Intuity Communications is not only adhering to the UK’s social values for equal opportunities but is also setting a standard for others to follow in creating a more inclusive and equitable workplace.

  Wellbeing

  Intuity Communications is actively prioritising employee wellbeing. We understand that a company’s success is deeply intertwined with the health and happiness of its employees. Here’s how we are making a difference: Training and Development: Intuity invests in the continuous education of their staff. By enhancing their skills, we not only improve the individual’s career prospects but also contribute to the economy’s growth. This approach aligns with the United Nations’ Sustainable Development Goals (SDGs) for quality education and decent work. Flexibility: Recognising the blend of work and family life, especially post-pandemic, Intuity offers flexible working arrangements. This adaptability allows employees to balance their personal and professional lives better, leading to increased satisfaction and productivity. Holistic Wellbeing Approach: The company takes a comprehensive view of wellbeing, covering social, mental, emotional, physical, and financial aspects. By doing so, We create an inclusive environment where every employee feels supported and valued. Engagement and Inclusion: Intuity engages with its employees to shape their wellbeing programs. We have implemented initiatives like the ‘Wellness for All’ program, which was developed with direct input from staff, ensuring that the measures taken are relevant and effective. By focusing on these areas, Intuity is not just enhancing the wellbeing of their employees but also contributing to the broader social value within the UK. We are creating a more resilient workforce and a stronger, more socially valuable business in the process.

Pricing

• Price: £3.04 to £136.80 a user
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• 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 MarkBridgman@IntuityComms.com. Tell them what format you need. It will help if you say what assistive technology you use.