Nexus Open Systems Ltd

Nexus Teams & Skype Support Service

Nexus Unified Communications (UC) Assurance provides assured technical support for Microsoft Teams and Skype for Business environments. This Managed Service monitors and supports your Session Border Controllers (SBC's) and vital communication systems, critical parts of your business which are often complex, requiring a rapid response to ensure you’re always connected.

Features

• 1-hour response Service Level Agreement for critical issues
• Support for your entire Unified Communications platform
• Delivered 8am to 6pm Monday to Friday
• Critical fault escalation to Microsoft Product Support Services
• Proactive monitoring and enhanced reporting of your UC infrastructure
• Remote configuration changes, environment health checks and reports
• AudioCodes and Ribbon Enhanced Media Gateway/SBC Support
• Remote patch management for UC platform and Media Gateways/SBC's
• PSTN carrier support with either ISDN or SIP vendors
• Optional 'Outside Business Hours' cover for critical support

Benefits

• Comprehensive support package from an experienced Systems Integrator
• Rapid response to ensure you’re always connected
• Reassurance and peace of mind your investment remains protected
• Regular proactive monitoring prevents issues causing service degradation
• Single point of contact to liaise with vendors regarding issues
• Use of best practice guidelines ensures maximisation of investment
• Platforms remain up to date with latest fixes and features
• Savings associated with utilising our resources rather than yours
• Microsoft Gold Partner with extensive Unified Communication solution experience
• Certified Microsoft Unified Communications Support Engineers

£618 to £1,345 a server a year

• 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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

225746380643494

Contact

Stuart Wilson
01392 205095
stuart.wilson@nexusos.co.uk

Planning

• Planning service: Yes
• How the planning service works: Microsoft Teams and Skype for Business Planning Services from Nexus can help your organisation evaluate and plan your cloud based Microsoft Teams and Skype for Business implementation.; ; Nexus can help organisations with the first phase of any unified communications project by offering consultancy and analysis services to define business requirements and goals, assess the infrastructure and design a flexible architecture.; ; Microsoft Teams and Skype for Business can resolve many different business challenges. Our qualified and experienced Microsoft Teams and Skype for Business consultants can help organisations to plan and manage entire projects or simply assist in-house IT teams to identify their approach and strategy. We can outline all of the computer hardware, data storage, software licensing, development, hosting and deployment services which organisations might need to meet their objectives.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Teams
  • Microsoft Skype for Business

Training

• Training service provided: Yes
• How the training service works: Investment in IT can be rendered useless if your employees are not equipped with the correct skills to utilise the technology. We can customise our Microsoft Teams and Skype for Business deployment and training programmes to suit the operational and budgetary restrictions of any organisation.; ; We know how critical it is to have stable IT systems that integrate with your day-to-day business processes. Efficiency is an essential part of a successful organisation and it's a proven fact that effective Microsoft Teams and Skype for Business unified communications training not only equips individuals with the skills to be more productive, but also promotes confidence and loyalty. Your most valuable asset is your skilled workforce.; ; Nexus offer IT training courses and certification programmes catering for Microsoft Teams and Skype for Business engineers, designers, developers, administrators and end users.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft Teams
  • Microsoft Skype for Business
  • Microsoft CloudPBX
  • Microsoft Phone System

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Nexus employ a team of Microsoft Teams and Skype for Business-certified engineers, consultants, training instructors, developers and project managers who can help you to plan the migration of telephony services to the cloud utilising Microsoft Teams and Skype for Business and any related technologies.; ; We can take care of your entire Microsoft Teams and Skype for Business migration, installation or upgrade project whether it’s on-premises, in the cloud or a hybrid deployment — or simply provide assistance, training and technical advice.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Teams
  • Microsoft Skype for Business
  • Microsoft CloudPBX
  • Microsoft Phone System

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Best practice configuration, quality assurance and performance testing are at the heart of the deployment services Nexus provide for Microsoft Teams and Skype for Business.; ; When Microsoft Teams or Skype for Business is installed and configured correctly, it can scale to power feature communications and collaboration solutions for small- and medium-sized organisations to the largest of international global brands.; ; Through industry recognised training and certification, combined with real-world deployment experience, our Microsoft Teams and Skype for Business team can pass on the latest best-practice configuration and deployment methodology to make your Microsoft Teams or Skype for Business project delivers positive outcomes and results.

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: Nexus UC Assurance provides assured technical support for Microsoft Teams and Skype for Business environments. We understand the importance your UC infrastructure has in the day-to-day operation of your business, and the potential impact that faults or a degradation in service can have. We’re here to help you maintain and support your vital communication systems, a critical part of your business which is often complex and requires a rapid response to ensure you’re always connected.; ; UC Assurance is available as two distinct service packages:; ; UC Assurance for IT Pros is great for organisations who have the skills and resources to maintain a UC infrastructure, but want the reassurance of proactive monitoring and 1-hour SLA support.; UC Assurance for Business adds extra support for carrying out maintenance and configuration changes, in case you don't have the time or skills in-house.; ; 1-hour response SLA for critical issues; Support for your entire UC platform; Delivered 8am to 6pm Monday to Friday; Critical fault escalation to Microsoft PSS; Proactive monitoring for your UC infrastructure; Remote environment health checks and reports; Enhanced Media Gateway Support; Remote patch management for UC platform and Media Gateways; PSTN carrier support either ISDN or SIP vendors; Remote configuration changes

Service scope

• Service constraints: Delivered 8am to 6pm Monday to Friday (24/7 Option available); Remote environment health checks and reports; Remote patch management for UC platform and Media Gateways; Remote configuration changes

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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 A
• Web chat accessibility testing: Not documented
• Support levels: Support Levels: Basic - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal. Standard - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting. Advanced - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting; Annual IT Strategy; Monthly Remote Health Checks; Proactive Monitoring & Alerting; On-site Support. Support cost: Pricing is dependant on customers infrastructure and environment A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.

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: NQA
• ISO/IEC 27001 accreditation date: 29/04/2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification relates to the information security management system and not to the products or services of our organisation. The certificate reference number, the mark of the Certification Body and/or the accreditation mark may not be shown on products or stated in documents regarding products or services.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  The environmental benefits of our G-Cloud Service provision are substantiated by Microsoft’s own studies and commitments towards climate change. A 2018 study found that using the cloud platforms can be up to 93% more energy efficient and up to 98% more carbon efficient than on-premises solutions. Real sustainability requires solutions that address wastefulness at every level of a business. Hosting on the cloud is more environmentally friendly and results in less of a carbon footprint. Cloud infrastructures support environmental proactivity, powering virtual services rather than physical products and hardware, and cutting down on paper waste, improving energy efficiency, and (given that it allows employees access from anywhere with an internet connection) reducing commuter-related emissions. Independent reports predict that data centre energy consumption would drop by 31% from based on the adoption of cloud computing and other virtual data options.

  Covid-19 recovery

  As a member of the COVID-19 High Performance Computing Consortium, Microsoft is helping researchers accelerate their understanding of the virus and the development of treatments and vaccines through two major initiatives; HPC Consortium and AI for Health. The COVID-19 HPC Consortium encompasses computing capabilities from some of the most powerful and advanced computers in the world. Microsoft hope to empower researchers around the world to accelerate understanding of the COVID-19 virus and the development of treatments and vaccines to help address infections. Consortium members manage a range of computing capabilities that span from small clusters to some of the very largest supercomputers in the world. AI for Health is a new $60 million, five-year philanthropic program from Microsoft, created to empower non-profits, researchers, and organizations tackling some of the toughest challenges in global health. Microsoft are providing access to AI and expertise in these areas; Accelerating medical research to advance the prevention, diagnoses, and treatment of diseases, increasing our shared understanding of health and longevity to protect against global health crises, reducing health inequity and improving access to care for underserved populations and supporting fundamental research capabilities, including data collaboratives and differential privacy.

  Equal opportunity

  We are committed to social value and equal opportunity. We actively recruit disabled individuals, enriching our team’s diversity. We provide training schemes for disabled employees, enhancing their employability and confidence. We also use our influence to advocate for disabled people, fostering an inclusive community. These practices contribute to reducing the disability employment gap, ensuring everyone has the opportunity to succeed. We actively recruit from diverse backgrounds and geographical locations within the UK, ensuring a rich mix of perspectives in our team. We provide training and development opportunities for all employees, fostering a culture of continuous learning. We also advocate for fair employment practices, promoting equal pay and opportunities for advancement. These practices are integral to our efforts in tackling workforce inequality, ensuring everyone has the chance to thrive

  Wellbeing

  We are committed to improving health and wellbeing. We prioritise a healthy work-life balance, encouraging regular breaks, hybrid working and flexible working hours. Mental health is equally important; we have trained mental health first aiders and foster a supportive work environment. Regular team-building activities and open communication channels ensure a positive, inclusive atmosphere. With a focus on community integration, we actively engage with local communities and organisations participating in events which support local initiatives and charities. We foster a culture of inclusivity, encouraging our employees to volunteer and contribute to community projects and sponsorship activities. We also collaborate with local institutions to provide resources and volunteer support. Our workplace policies promote diversity and inclusion, ensuring everyone feels valued and part of that community.

Pricing

• Price: £618 to £1,345 a server a year
• 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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.