Stone Technologies Limited trading as Converge Technology Solutions

Stone IT Helpdesk and Service Desk Support

The Stone Assist Support service provides a proactive and reactive IT Service Desk from 1st to 3rd line - both in a fully outsourced model or hybrid working seamlessly with your IT team on and off site.

Features

• Professional IT Service Helpdesk
• Incidents and Problem Management, Service Requests
• Dedicated technical support function
• On site support (if required).
• Incidents and Problem Management, Service Request
• ServiceNow ITSM platform
• 3rd Party liaision and ownership end to end (upon request)
• Onsite certified technicians and consultants

Benefits

• Reduce disruption to staff
• Professional Service Desk
• Cloud based ticketing system with monthly reporting
• Speak directly to experts on our Technical Service Desk
• Managed to Service Level Agreements

£40 a user 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@stonecomputers.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

249148562260347

Contact

Antony Mellor
08448 22 11 22
tenders@stonecomputers.co.uk

Planning

• Planning service: Yes
• How the planning service works: Every service transfer is managed according to standard procedures to guarantee smooth and effective completion. ; We have built a collection of tried-and-tested best practice processes based on more than three decades of working with our valued customers.; The key element in service is effective, relevant communication between all parties and this is a key focus in all our transfer processes.; This is owned by a dedicated Service Delivery Manager (SDM) for each service.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Included with each support service from Stone will be a pack containing:; • Service welcome – contacts, escalations and how to guide; • Master Service Agreement – KPI and T&C’s; • Service Onboarding ; • Service Definition; ; User Training; Once contractual agreement has been reached the Service Delivery Manager will liaise with the customer to arrange training sessions on any new systems being introduced. For example, the new Service Desk system.; With all aspects of the service agreed, the contracts in place and the staff trained in the use of the new systems, the implementation of the new service is then able to commence.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Stone own the engagement process with the incumbent partner, from discovery phase through to ‘Go Live’ to minimise any risk in the service transfer process.; We engage with the incumbent partner/IT team and arrange a series of planned transition sessions to ensure that all the relevant institution details, information, process and access are transferred, including a full detailed audit onsite
• 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: All of our Managed Services are underpinned by SLAs and KPIs. ; Each service is tailored to the end user requirements, established during our consultation process.; ; Our service management team will report monthly on performance and drive continuous service improvements at all times.; ; Each service is aligned to our ISO9001 quality standards.

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: CHECK

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Support calls are managed through our ITSM platform - ServiceNow. Options to integrate into existing customer environments are available as a costed option.

Service scope

• Service constraints: This is for existing Stone Managed Networking Service customers only.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Stone Target Response SLA - Mon-Friday business hours; Acknowledge: 15 mins; P1 Critical: 1 hours; P2 High: 2 hours; P3 Medium: 4 hours; P4 Low: 8 hours; P5 Request: 8 hours
• 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: We have a formal contract with the UK's largest charity providing IT support and services for families raising disabled or seriously ill children and young people, therefore our people and processes support those that have assistive technology needs.
• Support levels: Support Telephone call answered within 30 seconds (90%) with emails and web requests acknowledged within 1 business hour (90%). ; ; Service call logged on Stone Helpdesk. ; Stone Target Response SLA - Mon-Friday business hours; Acknowledge: 15 mins; P1 Critical: 1 hours; P2 High: 2 hours; P3 Medium: 4 hours; P4 Low: 8 hours; P5 Request: 8 hours

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: 30/11/2020
• 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: Security Metrics
• PCI DSS accreditation date: 13/07/2020
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001:2015
  • ISO 22301:2012

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Effective stewardship of the environment. At Stone, nothing goes to waste. We are committed to protecting our planet and reducing the impact the IT industry has on the environment. We deliver this by: • Stone’s zero to landfill pledge. Certification in-line with the Defra waste hierarchy and audited by Valpak, Stone delivers the assurance of external audit to the zero to landfill pledge, ensuring redundant IT equipment is never needlessly treated as waste. • One of the best tools to limit temperatures from rising above 1.5o is tree planting. Stone plants a tree for every £1,000 worth of boost points collected, with 500 trees planted since 2020 in partnership with the National Forest. Most recently, Stone has partnered with Ecologi, to plants tree in areas where they will make the most impact. • The multi-award-winning Stone 360 app encourages technology users to reduce carbon footprints by responsibly recycling redundant technology whilst earning rebates. Rebates can be used as: o Cash rebates o Charity donations to any charity o Donations to Stone charities o Boosting the value of the rebate by 20% when spend on Stone products or services. • Once devices are sanitised of data and refurbished, they are made available to communities at highly competitive pricing. This reduces the carbon footprint for schools, charities, and social enterprises whilst supporting IT supply chain challenges. Stone also makes charitable donations of refurbished technology. Through the IT Schools Africa programme, Stone has donated almost 4,000 devices to help bridge the digital divide, and support global circular IT provision. • Alignment to the United Nations Sustainable Development Goal (SDG) 12 - responsible consumption and production. Stone is committed to the efficient use of natural resources, using sustainable options and by setting a series of policy-aligned internal goals and measurables to track progress.

  Equal opportunity

  Stone understands the value of ensuring good representation of disabled people in the workforce, and in skills development both within the workforce and that of the community it serves. The following represents two examples of value from the services Stone delivers: • Increasing representation of disabled people in the workforce: As a Disability Confident employer, Stone commits to recruit, retain, and develop disabled people to serve your organisation. Contracting a supplier displaying the Disability Confident badge will also show disabled people that you recognise their value, supporting you in recruiting and retaining disabled people. Stone commits to providing: o Inclusive and accessible recruitment o Accessible communication of vacancies o Interviews to disabled people o Reasonable workplace adjustments o Support for existing employees • Supporting families of disabled or seriously ill children to have the same opportunities, as other families: By selecting Stone you will directly contribute towards a 12-year partnership with the Family Fund. Family Fund is the UK’s largest charity providing grants for families raising disabled or seriously ill children and young people under 21. Stone provides a comprehensive range of technologies and related support for the families via phone and online portal, highlighting products available and providing easy-to‐digest information, written with the families in mind and free from technical jargon) and via a text and messaging service. “Stone have been integral to us fulfilling our technology grants effectively and with unwavering customer service. The partnership enables us to provide a wide range of digital equipment across multiple platforms, the majority with assistive technology, which help support the needs of those with disabilities. Stone have proven themselves to be flexible and adaptable to change as we have grown, and the needs of the families we support have evolved, displaying strong values and commitment to our partnership and our cause.”

Pricing

• Price: £40 a user 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@stonecomputers.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.