Appetite for Business Ltd

Microsoft 365 CSP Managed Service

Appetite provide managed services for Microsoft 365 and can provide subscription licensing of your Microsoft Cloud environment in a flexible and cost effective manner. We also provide proactively managed services which are offered as add on chargeable services

Features

• Microsoft CSP Licences
• Managed Support Services
• Remote Account Management
• 8.30am - 5pm for standard incident reporting
• Proactive Managed User Administration and licensing reductions based on consumption
• Provide ongoing support and maintenance of the deployed platform
• Self Service Customer Portal
• 1st - 3rd line Support
• UK-based Support Team for incident management
• Office 365 service update / roadmap and health monitoring

Benefits

• Reduce in-house support costs
• Reduce IT support costs
• rapid remote issue fixing with reduced downtime
• Flexible model
• Accelerate your cloud adoption through advice
• Adapts to your existing change and governance procedures
• Reassurance your Office 365 tenancy is completely supported
• Provides a choice of service levels to suit you
• Help to exploit your investment

£4.50 to £48.10 a unit

• 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 snewman@appetite.business. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

257237663760207

Contact

Sheryl Newman
01224-824111
snewman@appetite.business

Planning

• Planning service: Yes
• How the planning service works: Appetite implementation methodology starts with planning. A discovery session allows us to engage with your key stakeholders and design the implementation. Tailoring it to fit your engagement, planning will incorporate some or all of the following: -Business: business case formulation/appraisal; definition of drivers and business objectives; business analysis; formulation of a change management strategy and business change plan. -Technology: cloud readiness assessment / technology readiness assessment to identify any gaps which require attention to enable the implementation; defining the ‘route to Production’ as a controlled process for deploying changes to your cloud environment and the process for assessing/enabling new workloads; security architecture; solution architecture. -Solution: scoping the solution; establishing a roadmap, where the implementation is to be phased; promoting an iterative, agile implementation where appropriate; Proof of Concept (PoC) or prototype work; developing an implementation plan; defining key dependencies and customer inputs required. -Users: establishing user needs mapping user journeys; user experience ; production of an Adoption Plan (incorporating Training and Communication Plans); identification of senior stakeholders, early adopters and ‘champion’ communities as in-house advocates and visible promoters of change.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft 365
  • FlowForma
  • AquaForest
  • Microsoft Dynamics

Training

• Training service provided: Yes
• How the training service works: Appetite provides comprehensive user training for cloud services to promote successful user adoption. It is a cornerstone of our Adoption & Change Management (ACM) service, It promotes Knowledge and Ability to lead users through the behavioural change required for a successful implementation. Services include formal training sessions for users and admins, guides, videos, documentation, drop-in sessions, floorwalking and lunch and learns. We also offer knowledge transfer and train-the-trainer services where customers have an objective to become self-sufficient. Given the frequently evolving of Microsoft cloud services, our training services provide a basis for continued revisiting, refresh and refinement, with top-up training available to Reinforce change. We focus on keeping our training service pragmatic, and scenario-based . We find that this promotes user engagement and adoption more effectively than theoretical and document-heavy supporting information.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft 365
  • FlowForma
  • AquaForest
  • Microsoft Dynamics

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Office 365 Microsoft 365 SharePoint Online Microsoft Teams Yammer Microsoft Azure OneDrive PowerBI / Flow Azure Active Directory Power Platform FlowForma Workflow
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft 365
  • Office 365
  • SharePoint
  • Microsoft Teams
  • Yammer
  • Power Automate
  • Microsoft Azure
  • Power Platform
  • FlowForma Workflow

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We are Prince2 accredited so work within that project management framework and subject to our quality management approach. We are ISO9001 Accredited and have mandatory review procedures and progress monitoring to ensure quality in each of our projects.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security testing
  • Security audit services
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: We provide 1st - 3rd level telephone, email and remote support for the Microsoft cloud platform.

Service scope

• Service constraints: Support is available remotely.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We offer full service desk support for Microsoft Office 365 and customers can buy support hours. Services include: simple break fix, through to support and enhancement contracts, to full service continuous improvement contracts. Support is backed by a responsive SLA dependent. These vary between 15 minutes and within 4 hours depending on the level of severity. Out of hours support can be provided at an additional cost. Queries posed on a Friday evening will be addressed within 15 minutes and 4 hours of the Monday workday commencing. 8.30am to 5pm Monday to Friday. Out of hours support available by arrangement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Appetite offers a range of support for our cloud software and cloud support services - from simple break-fix, annual 'evergreen' support services, through to support/enhancement contracts and full service continuous improvement managed contracts. We offer 1st, 2nd and 3rd line escalation services all backed by a responsive SLA. Customers can purchase as little or as much support as they think necessary.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft; FlowForma; AquaForest; Microsoft Dynamics

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: NQA
• ISO/IEC 27001 accreditation date: 14th April 2021
• What the ISO/IEC 27001 doesn’t cover: NA
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Appetite are a BCorp Certified organisation, our responsibility goes beyond the day job. As a business and individuals, we care deeply and are driven by meaningful action. We seek out opportunities to make a positive difference from reporting and reducing our carbon footprint to delivering long-term value and sustainable solutions for our customers. We also measured our carbon impact and are now managing our actions against our own internal reduction and supporting our customers with free education events. Climate change is an all-encompassing issue, and as such, it demands collaboration and collective action. In addition to We expect our suppliers to act in line with our values and to comply with our ethical, social, and environmental requirements. There are three noteworthy steps that we have taken to fight climate change: 1. Sessions are delivered remotely where possible, reducing our carbon emissions on delivering workshops. 2. For every project won we donate to a global cause in line with our Sustainable Development goals in the area of sustainability. 3. We provide Free education events that promote the use of digitalisation and reducing paper.

  Covid-19 recovery

  We have taken positive steps post pandemic and maintain these going forward. We promote a positive culture of health and wellbeing in the workplace and ensure that employees are able to the take time to recover from Covid-19, in addition we made allowances for those who suffer from long Covid, by offering support when required. For those who work in the office we continue to operate some measures, with screens between desks, appropriate spacing and also strict hygiene in place. We have implemented wellbeing sessions and have an open channel of communication in addition to other touchpoints to allow home workers to come together in an effort to combat loneliness.

  Tackling economic inequality

  We have always been committed to tackling economic inequality as a business since day one. We provide Microsoft training sessions to charities, to disadvantaged groups those from low socio-economic households and small local businesses and donate funding to support girls in countries who would otherwise not have access to and education or digital skills. These sessions focus on improving digital literacy to help the people in these communities develop vital digital skills.

  Equal opportunity

  With a female founder who has a disability its no surprise that uniqueness and diversity are a huge part of who we are at Appetite. We ensure that we provide a digitally and physically inclusive and accessible working environment both when working at home or in the office. Our Recruitment strategy and campaigns follow our Equal opportunities and Ethics policies, ensuring we remove any potential for discrimination through inclusive language and equal treatment practices. We have a number of accreditations to support this, (e.g. Disability Confident Employer, Microsoft Business Pledge, Living Wage accreditation and Social Pledge), promoting accessibility internally and externally. We actively promote our employee referral scheme to encourage our diverse talent pool to recommend peers within their personal network. Our Hiring Team undergo relevant training on our Policies and Practices which are electronically signed to evidence their understanding and respect of diversity and inclusion. This training is also integrated our induction process. We have skill-based interviews to remove any chance of bias which could lead to discrimination. As part of our advertising, we promote our flexible-working culture to support both men and women. Our ads are also provided in a way that can accommodate accessibility needs. Hiring based on skills and company values. We are active promoters of Accessibility and Digital Inclusion, specifically around the use of technology to level the playing field for colleagues who have disabilities and we have a set of Belonging Policies which are regularly reviewed and through employee surveys have a quarterly action plan at our management meetings. This ensures everyone is happy, respected, supported and valued. We have an equal gender split in the business across all levels of seniority, We hire based on skills and company values.

  Wellbeing

  Appetite has made significant investment in our ongoing commitment to encouraging positive wellbeing and good mental health throughout our workforce. We recognise that balancing everyday life with the requirements of work and home can create increasing pressures for all. With advances in technological developments to support remote working, we recognise that it is vital within Sword that we ensure that there's a productive, healthy environment for our staff and contractors that is conducive to a healthy and balanced lifestyle. We have dedicated policies to ensure we formalise and take a pro-active approach in support of positive mental wellbeing. We also have various initiatives to support the physical and well being of our team including mental health supportive. We also have an Employee Asssitance Programme which provides advice guidance in addition to counselling services and access to wellbeing apps we offer discounts on gyms and other initiatives designed to positively support the challenges faced by many trying to balance the pressures of work and demands of home life. We have monthly 1-1s in addition to other informal weekly and daily check ins as controls to support employee wellbeing.

Pricing

• Price: £4.50 to £48.10 a unit
• 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 snewman@appetite.business. Tell them what format you need. It will help if you say what assistive technology you use.