Razorblue Group Ltd

Managed Services

We offer a suite of support services to ensure continuous improvement and enable users to maximise the output from their IT services, provisioned by our in-house 24/7 UK-based Service Desk team. We offer a range of support packages with associated SLAs.

Features

• Support available 24/6/365
• UK-based Service Desk team
• Sophisticated call handling software to ensure rapid response
• First Contact Team for incident resolution
• Open-door policy to any of razorblue offices
• Range of SLA's available to suit individual business needs
• Access to client portal with self-service functionality

Benefits

• Provide skills not available in-house
• Ensure use of best-practices
• Fully outsourced model
• Support with IT strategy and budgeting
• Technical Account Management
• Tried and tested onboarding process
• Access to wide range of technical subject matter experts

£65 a virtual machine a month

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

Framework

G-Cloud 14

Service ID

190897874647021

Contact

Hannah Muir
03333446344
tenders@razorblue.com

Planning

• Planning service: Yes
• How the planning service works: All buyers will have access to an experienced Solutions Architect who will explore their objectives to establish requirements and suitable recommendations. A formal Statement of Works will be combined and shared, and the full project delivered by our UK-based Project Management team.
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We will provide support for buyers migrating between cloud services. We have a tried and tested onboarding process that will provide direction for new buyers navigating a transition to a new provider. This process will be backed by various levels of documentation to ensure cohesion.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

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: All services will be supported by our 24/7 UK-based helpdesk, contactable via telephone, email or client portal.

Service scope

• Service constraints: No specific constraints.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Various SLA options are available, to be agreed.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Support is available on a 24/7 basis provided by our UK-based Service Desk team. Technical Account Management is included as standard.

Resellers

• Supplier type: Not a reseller

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: ISOQAR
• ISO/IEC 27001 accreditation date: 31/10/2016
• What the ISO/IEC 27001 doesn’t cover: A.10.1.1 - Policy on the use of cryptographic controls, excluded - cryptographic process is automated; A.10.1.2 - Key management, excluded - cryptographic process is automated; A.14.2.7 - Outsourced development. excluded - not applicable. No outsourced development
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 9001

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We believe that businesses have a crucial role to play in shaping a sustainable future for our planet, which is why we are taking a proactive approach to reduce our carbon footprint, striving to create a greener world. Our most significant carbon contributor is data centre usage. In response to this sector-wide challenge, we have made a conscientious choice to partner exclusively with datacentres that operate on clean and renewable energy, upholding the highest standards of environmental responsibility. By adopting cloud technologies, and promoting this throughout our client base, we not only enhance efficiency and productivity but significantly reduce the carbon emissions that would have been generated by conventional server infrastructures. We have optimised our office spaces to be energy efficient, integrating automatic LED lighting and heat recovery systems for heating and ventilation. We also embrace a paperless approach, aiming to minimise waste and resource consumption. We heavily promote recycling throughout all offices and have multiple recycling bins and facilities. As part of our broader vision, we are promoting the transition to electric vehicles (EVs). While the charging infrastructure in the UK presents challenges, we remain steadfast in our goal to replace our fleet of cars with EVs. To accelerate this transition, we have introduced an EV car scheme for our entire workforce, encouraging employees to embrace eco-friendly transportation options.

  Tackling economic inequality

  razorblue are constantly striving to improve economic, social, and environmental wellbeing. In line with our dedication to supporting the local community, we proudly support local sports teams and clubs and work with local schools and colleges to promote education and skill-building opportunities. By working with local educational institutes, we aim to contribute to the growth and development of the younger generation. We have partnerships with universities colleges and schools, such as Teesside University, Darlington College, and Middlesbrough College, with plans to extend partnerships to other institutions within the North East, Manchester, and Scotland and further afield to encourage people into STEM roles.

  Equal opportunity

  We are in the process of partnering with the Power of Women, which is a movement to inspire young girls and help them throughout their journey at school, and hopefully open their eyes to a career in technology

  Wellbeing

  The team culture here is one of total transparency and a shared vision to challenge, innovate, push boundaries, and exceed client expectations. Our in-house Head of People places significant focus on the culture of our company and leads this strategy to give our team an excellent employee experience. We regularly seek and act upon employee feedback so we can continually improve as an employer. Our employees have multiple ways to submit feedback, whether that is via our company intranet, HR software or in regular catch ups. Feedback is immediately acted upon by the board, and we use this to improve policies, practises, and culture. We learn from the people who do the doing, which is why we have multiple channels out there for our workforce to voice opinions and they can do so anonymously if desired. Each team is given a quarterly budget to do something fun of their choice, this is there to build better relationships and remove the hierarchy between management and staff so they can approach them on a more personal level. In addition to this we have regular team-building days, a yearly company-wide team building fun day, as well as an Employee Awards Evening to which employees and partners are all invited and paid for. Our leadership team undergo regular training to help them become amazing and supportive leaders. This training focuses on prioritising the wellbeing and development of employees and demonstrates commitment to creating a positive and empowering workplace culture. Nearly all our leadership team are Mental Health First Aiders, with the aim of all of them being qualified by August 2023. What’s more we operate an open office with senior leadership and directors opting to work amongst staff and communicate directly as opposed to residing in closed off offices.

Pricing

• Price: £65 a virtual machine a month
• 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 tenders@razorblue.com. Tell them what format you need. It will help if you say what assistive technology you use.