Prosperon Networks Ltd

SolarWinds Maintenance Renewal and Support Services (on-going support)

Our SolarWinds® maintenance renewal service provides additional benefits FREE of charge, on top of what the vendor provides through the renewal process.

You get access to our technical support team, a platform review through our HealthCheck, and a remote training session to ensure you are up-to-date with new developments.

Features

• Direct technical support provided by our UK-based Technical Support team,
• Free Annual Orion Health Check,
• Annual Remote Training Session,
• Dedicated Account Manager,
• Dedicated Customer Service Team.

Benefits

• Troubleshoot and Resolve technical issues faster,
• Platform review to ensure optimal performance, to meet your requirements,
• Customised training to keep up-to-date with new releases,
• or introduce new staff to SolarWinds Orion and core features,
• Build a strong relationship to ensure you’re getting everything
• you need from the SolarWinds products.

£33 a unit a year

Service documents

• Pricing document

  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 carol.sanchez@prosperon.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

265346965733717

Contact

Carol Sanchez
01903 340993
carol.sanchez@prosperon.co.uk

Planning

• Planning service: Yes
• How the planning service works: After the first year of purchasing a SolarWinds® license, customers are advised to keep their licenses under active support as it provides access to SolarWinds software updates, support, customised training (via Prosperon) etc.; ; Reminders of the renewal becoming available are sent to the customer 90 days prior to the expiry date, and a dedicated customer services team will support you through the process of renewing your licenses.; ; Information about the licenses(s) renewal is also available to customer via their SolarWinds® Customer Portal.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: As part of the maintenance renewal service provided by Prosperon, Customers have access to a customised remote training session, which Keeps Customers up-to-date with new SolarWinds developments or introduces new staff to SolarWinds Orion and core features, with 2 hours of annual remote training.
• Training is tied to specific services: Yes
• Services the training service works with: SolarWinds Products

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: As part of our SolarWinds maintenance renewal, customer has access to our annual Orion Health Check, which is designed to help customers identify areas for performance improvement.; ; We review the health of your SolarWinds platform to ensure it is performing optimally, installed correctly, provisioned correctly, and is configured to meet your requirements.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Customers can raise 1st and 2nd line support tickets directly with our SolarWinds certified UK-based support team, who can rapidly resolve your issues and provide expert advice.; ; Mon-Friday – 09:00-17:30; Telephone, Email & remote sessions – UK Time.

Service scope

• Service constraints: Support is only offered remotely, but on-site consultancy is available upon request.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times vary, but the customer will receive an acknowledgement of the technical case within an hour of raising a support ticket. We do not have set SLA's.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We offer 1st and 2nd line support, which is included a part of your 1st year after the initial purchase or through our maintenance renewal service.; ; Customers will have access to both a technical account manager as well as technical support engineers.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: SolarWinds

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• 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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At Prosperon Networks we are committed to reducing our impact on the environment. As many of our colleagues work remotely we are able to reduce pollution and emissions from travel in our everyday activities. We have introduced an Electric Car Scheme and a Cycle to Work Scheme employee benefits to encourage employees to make more environmentally sustainable transport choices. We regularly host webinars so that our customers can learn about our latest products, services and industry insights without having to travel by train or flight for an in-person conference – this also makes our updates and industry insights more accessible for all of our customers. For colleagues who work in the office, we engage in car-sharing to minimise our environmental impact. As well as recycling and taking a responsible approach to our use of energy resources, we will also support Environment Day on promote this internally, reinforcing the positive steps we can all take within our organisation to be environmentally responsible. Additionally, we support our employees in taking a day of paid leave to engage in environmentally positive activities; for example litter picking and tree planting in a bid to offset our carbon footprint.

  Covid-19 recovery

  Throughout the peak of the Covid-19 pandemic, our teams had been working remotely to keep them safe and avoid spreading the virus unnecessarily. Our office has now reopened in Worthing with a hybrid structure (between onsite and remotely). Onsite, our employees' working areas have been fitted with Acrylic protective screens between desks, and sanitising stations have been set up around the office.

  Tackling economic inequality

  We are committed to working with small, diverse, high-quality suppliers is an important aspect of our procurement vision. Prosperon Networks is a member of Worthing Chambers of Commerce that works with and develops small, minority-owned businesses. Our team is always looking for small and diverse suppliers that can deliver creative, high-quality products and services. Prosperon Networks offers a growing number of local apprenticeship opportunities to sharpen their skills and find their place in the professional world. We are an accredited Living Wage Employer, and as part of that commitment we ensure that our suppliers meet this standard too. We have policies on anti-modern slavery in order to raise awareness of socio-economic inequalities.

  Equal opportunity

  Prosperon Networks are committed to treating all its employees and job applicants equally, and an equal opportunity policy is in place. The Policy aims to avoid unlawful discrimination in all aspects of employment including; recruitment and selection, promotion, transfer, opportunities for training, pay and benefits, other terms of employment, discipline, selection for redundancy and dismissal. At Prosperon Networks, we champion diversity and inclusion. We embrace different perspectives and give everyone the chance to be the best that they can be, enabling us to think and operate in new, creative ways that grow and enhance our business. We are committed to raising the profile of diversity in our workplace. We are an accredited Disability Confident Employer, and we are part of the Mindful Employer Network. We hold annual Diversity Training for our team to raise the profile of diversity issues and specific non bias training for people managers and recruiters. Prosperon employees have boundless opportunities to learn, develop, succeed and thrive in a culture that cherishes individuality, regardless of race, gender, sexual orientation, disability or age. We champion teamwork and collaboration and support enablement and inclusivity across our team.

  Wellbeing

  We prioritise employee wellness through a comprehensive support system. We provide private medical insurance to ensure our team members have access to quality healthcare when needed. Additionally, our employee assistance program offers confidential counselling and support for personal and professional challenges. A wellness platform is available, offering guidance on nutrition, stress management, and access to valuable resources. We have two trained Mental Health First Aiders on staff to provide immediate support and guidance in mental health crises. Annually, we engage in a wellbeing initiative, such as a walking challenge, to promote physical activity and team camaraderie. As a mindful employer, we are committed to addressing stress in the workplace and fostering a culture of support. We offer flexible working arrangements to promote a healthy work-life balance for our employees. Through these initiatives, we aim to create a workplace environment where employees can thrive both personally and professionally.

Pricing

• Price: £33 a unit a year
• Discount for educational organisations: No

Service documents

• Pricing document

  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 carol.sanchez@prosperon.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.