Joskos Solutions

JKloud Support

Our cloud hosting service provides comprehensive remote support, covering everything from initial planning and provisioning to setup, daily management, and ongoing support to ensure your hosting needs are fully met.

Features

• Remote Support 24/7
• Remote Management
• Planning and Design
• Continual service improvement
• Flexible Support models available

Benefits

• Maximise efficiency through best practice
• CPD & Training
• Risk Mitigation
• Access to self help

£750 to £2,500 a unit a day

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

Framework

G-Cloud 14

Service ID

205948629959767

Contact

Tom Singh
07950914002
tenders@joskos.com

Planning

• Planning service: Yes
• How the planning service works: Planning services include business analysis, solution design and security architecture. This is led by our pre-sales solution team who engage and undertake workshops with our customers and plan the stages of implementation and testing to ensure all elements of the proposed solution is aligned with their requirements including the necessary licensing, implementation and support.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We provide training for a range of cloud software and hosting services, including Azure, Microsoft 365, Teams, SharePoint, Google Workspace and InTune. Our programmes are designed to equip education and healthcare professionals with the necessary skills to efficiently manage and utilise these platforms, enhancing operational effectiveness and collaboration within organisations. Whether organisations are looking to deepen their expertise in cloud infrastructure or improve productivity with integrated communication tools, our training courses are tailored to meet their needs.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Lightspeed
  • JAMF Connect
  • Papercut Hive
  • Wonde Sync

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We will consult and support the clients to migrate files and system management from on-premise technologies such as Active Directory and file servers to Microsoft Endpoint Management & OneDrive/Sharepoint services using Microsoft Azure hosting services.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Azure
  • Google for Education

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Functional Testing:; Ensure all functionalities work as expected.; Verify that cloud services meet user requirements.; Test for usability, accessibility, and performance.; ; Data Integrity:; Check data integrity during various operations.; Test data backup and recovery processes.; Verify that data is secure and accessible when needed.; ; Collaboration and Feedback:; Encourage users to provide feedback during testing.; Have a mechanism for users to report issues and suggestions.; Maintain open communication channels for quick issue resolution.; A Service Delivery Manager will conduct regular reviews.; ; Scalability and Performance:; Test the cloud services' ability to scale with increased load.; Measure response times and ensure they meet acceptable levels.; Monitor resource utilisation and performance metrics.

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
  • Other
• Other security services:
  • Helping clients achieve Cyber Essentials accreditation
  • Joskos Sentry - AI Analysis
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications:
  • ISO 27001
  • Cyber Essentials Plus

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Our support for Cloud Hosting services encompasses a broad spectrum of both Managed Services and Break-Fix support options designed to ensure your cloud infrastructure performs optimally and aligns with business goals. We provide 24/7 support for urgent issues, ensuring quick resolutions to minimise downtime. Each customer request is meticulously managed against stringent Service Level Agreements and Service Targets to maintain high standards of service delivery.; ; Our team offers strategic guidance through solution road mapping, helping to envision and plan future infrastructure enhancements. We conduct detailed integration assessments, reviewing and supporting the integration of Azure with existing systems, which is crucial for seamless functionality. Our change management processes are robust, encompassing planning, review, implementation, and release, ensuring changes are smoothly and efficiently integrated.; ; Problem management involves thorough investigation and review to prevent recurring issues, while our knowledge management efforts focus on creating and maintaining vital documentation and system know-how. We support patch and upgrade cycles with comprehensive planning, testing, and deployment services, ensuring systems are secure and up-to-date.; ; Regular service reviews, both monthly and quarterly, include detailed reporting on service delivery, system performance tuning, and remediation activities to continuously improve service and system performance.

Service scope

• Service constraints: Services are primarily only constrained by the limitations of the technologies or the existing customer environment such as connectivity, LAN, WLAN etc, Through a Scope of Works (SoW) process we design and implement solutions to overcome the limitations wherever possible.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The SLA we have in place with our customers can vary but our standard SLA response times are as follow:; Priority 1 - Critical: First response time is 30min and the Resolved time is 12 hours.; Priority 2 - Significant: First response time is 1 hour and the Resolved time is 16 hours.; Priority 3 - Standard: First response time is 1.5 hours and the Resolved time is 20 hours.; Priority 4 - Minor: First response time is 2 hours and the Resolved time is 24 hours.; These times are based on business hours (Mon - Fri 8am - 5pm)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We have conducted web chat testing with assistive technology users to ensure our live chat widget on the Joskos website is accessible and functional for all customers. This includes verifying compatibility with screen readers and ensuring that users can effectively communicate with our engineers, initiate remote sessions, and share screens directly through the chat interface. This testing is crucial to ensuring that our support system via www.joskos.com meets the needs of users with diverse accessibility requirement
• Support levels: We can customise the specific support level based on the client requirements but the standard support levels are as follows:; Remote Support Only; Remote Support and onsite support (1st, 2nd and 3rd line based on customers choice); Technical Account Manager / Cloud Support Engineer and escalation

Resellers

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

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO
• ISO/IEC 27001 accreditation date: 28/03/2024
• What the ISO/IEC 27001 doesn’t cover: We are fully covered by ISO27001:2022 and includes all aspects of information security
• 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

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Cloud hosting in Microsoft Azure datacentres supports the fight against climate change by actively working towards net zero greenhouse gas emissions. These datacentres implement energy-efficient technologies and use renewable energy sources, reducing the overall carbon footprint of cloud services. Moreover, through the delivery of contracts, Joskos influences its staff, suppliers, customers, and communities to engage in and support environmental protection and improvement. This comprehensive approach promotes sustainability and awareness, contributing to a broader impact on climate change mitigation efforts.

Pricing

• Price: £750 to £2,500 a unit a day
• 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@joskos.com. Tell them what format you need. It will help if you say what assistive technology you use.