TECHNOLOGY SERVICES GROUP

Support and Managed Services

TSG is a national provider of service desk, IT support and managed IT services. Thanks to our highly experienced and talented team, our support solutions have evolved into the most sophisticated available, dealing quickly and efficiently with a staggering volume of calls and offering critical incident response within 30 minutes.

Features

• Service delivery management
• Proactive monitoring
• Business continuity services
• Managed cloud and hybrid backup services
• Complete platform monitoring
• Cloud and hybrid migration services
• Security updates and patch management
• Infrastructure and service desk support
• Dedicated on-site technical resources
• Prioritised response levels

Benefits

• Expertise in housing and non-profit
• Proven project management methodology
• Highly experienced pre-sales architecture team
• Architecture through to complete delivery and ongoing support
• ISO 9001:2015
• ITIL aligned service desk
• Comprehensive services and expertise
• Multiple support options

£950 to £1,650 a unit a day

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

Framework

G-Cloud 14

Service ID

273036284389659

Contact

Marketing Team
03332200777
info@tsg.com

Planning

• Planning service: Yes
• How the planning service works: Bringing together a highly qualified team, clear and consistent methodology and the best tools available, TSG ProjectCare ensures enterprise level delivery for all projects.; Transparency and accountability are central principles in ensuring all those involved in a project are perfectly placed to take the ownership and control required for successful outcomes.; A dedicated point of contact, regular reporting and collaboration tools ensure everyone is fully informed and potential challenges are identified and rectified quickly and effectively.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: TSG have a dedicated team of training consultants who are able to deliver a range of training packages to your end users. Training as a Project provides specific sessions or Training as a Service is also offered as an on going service to provide long term support of people development. There have been 1000+ courses delivered focussed around getting the most from the M365 suite.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migration can be a tricky task depending on your legacy infrastructure and systems, and that’s why TSG is here to help. ; We evaluate your current infrastructure and from that look at the smoothest way to migrate that will avoid disruption. We undertake an architecture exercise that will focus on migrating your content.; We review versions of software you’re on and use an appropriate toolset. We use the best-in-class tools for your specific, unique migration requirements that allow us to carry out the process efficiently.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security testing
  • Other
• Other security services: Security evaluation services
• Certified security testers: 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: The service desk operates across two locations with a total of 133 qualified engineers across desk and field support throughout the UK. 4 prioritised levels of response. Monitoring 70 separate elements. More than 300 automated scripts. Over 60 reports available. 120,000 calls handled annually with 22,000 issues detected and resolved proactively. Standard service hours are 8am to 6pm Monday to Friday with 24/7 option available on request. Calls can be logged via endpoint agent, portal, webform, live chat or telephone. Calls prioritised based on urgency with fix on first contact target.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We offer a number of different support options depending on price.; ; Standard Support; Monday - Friday 08:00 to 18:00.; ; 24/7/365 options also available.; ; P1 – 30 minutes; P2 – 1 hour; P3 – 4 hours; P4 – 24 hours
• 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: 24 hours, 7 days a week
• 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: Interface has a compliant contrast ratio: 11.3 as well as WCAG compliant features which enable the use of page readers and keyboard navigation.
• Support levels: We offer a number of different support options depending on price.; ; Standard Support; Monday - Friday 08:00 to 18:00.; ; 24/7/365 options also available.; ; P1 – 30 minutes; P2 – 1 hour; P3 – 4 hours; P4 – 8 hours

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Various

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd Register
• ISO/IEC 27001 accreditation date: 22/07/2021
• What the ISO/IEC 27001 doesn’t cover: Anything other than the provision of IT services and solutions including network design, installation, the supply of business management software such as CRM, accounting, payroll, and associated support. Statement of applicability v1.1 dated 27/05/2021.
• 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

  Fighting climate change

  TSG are actively working to reduce their own Carbon output and evolving services and practices to support our customers on this journey as well.

Pricing

• Price: £950 to £1,650 a unit a day
• Discount for educational organisations: No

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