Creative Networks

Managed IT Service Support

Managed ITC Service Support is a comprehensive solution for a company's IT and communication needs. It includes network management, software and hardware support, cybersecurity, and help desk assistance. It ensures smooth operations, minimises downtime, and allows businesses to focus on their core objectives.

Features

• Helpdesk support (8:30 am to 6:00 pm Monday to Friday).
• 1st, 2nd & 3rd Line Certified Support Engineers (E.g., Microsoft/Azure/3CX/AWS/Mail/SharePoint)
• Cloud software remote monitoring and management (RMM) real time, 24/7.
• Monthly Management Information (MI) discussed at quarterly business reviews (QBR).
• Business Continuity and Disaster Recovery Planning (ISO 22301/ISO 27001/ISO 20000).
• Out of hours and onsite support available.
• Third Party Support, monitoring and managing interactions with external parties.
• Online Booking Calendar (choice of time, date and support engineer).
• Dedicated Account Management monitoring performance and Service Level Agreements (SLA).
• Cyber Security Support (24/7 monitoring/response/backup/remediation) Cyber Essential Accredited.

Benefits

• Support access through various channels including out of hours support.
• Real-time monitoring of systems and cloud infrastructures, 24/7.
• Reliable service, aligned to industry best practice (ITIL/ISO 27001/Cyber Essentials).
• Accessibility options available for users with protected characteristics.
• Dedicated key point of contact in your Account Manager.
• Management Information capturing key trends in service data, managing performance.
• Fast Resolution, fast first-time fix and 53% same day Resolution.

£30.00 to £35.00 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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

303595441757985

Contact

Azeem Javed
03303337337
aj@creative-n.com

Planning

• Planning service: Yes
• How the planning service works: Creative Networks provide planning services for cloud hosting and software implementation. This includes thorough business analysis, solution design tailored to your needs, and robust security architecture to safeguard your data and operations.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We deliver comprehensive training, tailored to the needs of users. We provide clear guidance on set up and configuration as well as best practice. Through practical demonstrations and hands-on exercises, users gain confidence in using the software effectively. We also offer instruction on troubleshooting common issues and addressing security concerns. Our goal is to empower users with the knowledge and skills they need to maximise the benefits of software and ensure a smooth and secure authentication experience.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: As an IT Managed Service Provider (MSP), we assist buyers in migrating to the cloud or between cloud services. Our process begins with evaluating the current IT infrastructure, including authentication systems and security measures. We then develop a comprehensive migration plan tailored to the buyer's needs, considering factors like data sensitivity and compliance. Next, we seamlessly deploy in the cloud, ensuring integration and minimal disruption. Data migration is handled with care to maintain integrity and security. Thorough testing verifies functionality, followed by user training sessions. During the transition, we offer ongoing support for a smooth experience. Continual monitoring and optimisation enhance performance and security. Overall, our expertise ensures a successful transition to the cloud.
• 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: We assist buyers in conducting quality assurance and performance testing to ensure optimal functionality and reliability. Our approach begins with thorough planning, identifying key performance metrics and testing criteria. We then execute rigorous testing procedures, simulating real-world scenarios to assess performance under various conditions. This includes testing authentication speeds, system response times, and scalability. Through meticulous analysis of test results, we identify any potential issues or areas for improvement, providing actionable insights to enhance performance and reliability. Our goal is to ensure we meet the highest standards of quality and performance, providing buyers with a robust and dependable authentication solution.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

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: We provide comprehensive support for cloud hosting and software services. Our support encompasses all aspects of deploying, managing, and optimising software within cloud environments. Firstly, we assist in the initial setup and configuration of your software, ensuring seamless integration with existing systems and applications. Throughout the deployment process, our team offers guidance and expertise to address any challenges and ensure a smooth transition to the cloud. Once your software is operational, we provide ongoing support and maintenance to optimise its performance and reliability. This includes monitoring system health, troubleshooting issues, and implementing necessary updates and patches. Additionally, we offer proactive guidance on best practices for using your software effectively, as well as training for administrators and end-users to maximise its benefits. In the event of any issues or concerns, our support team is readily available to provide assistance and resolve issues promptly. We understand the critical role that your software plays in securing access to cloud resources, and we are committed to delivering the highest level of support to ensure the success of our clients' cloud hosting and software services.

Service scope

• Service constraints: There are no constraints to this service.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 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 AA or EN 301 549
• Web chat accessibility testing: No web chat testing has been done with assistive technology users by Creative Networks.
• Support levels: End-user support and training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Additional support can be provided from our satellite office in Nottingham. Our helpdesk is made up of 1st line, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: 24/10/2022
• What the ISO/IEC 27001 doesn’t cover: Areas not covered by ISO/IEC 27001 certification include specific business processes unrelated to information security, certain third-party services or suppliers, or compliance with other industry-specific regulations.
• 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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  By implementing efficient IT infrastructure and cloud-based solutions, we reduce the need for extensive physical hardware, cutting down on energy consumption and carbon emissions. Additionally, remote work facilitated by our services reduces commuting, further lowering carbon footprints.

  Covid-19 recovery

  Our remote support and collaboration tools enable businesses to adapt to remote work requirements efficiently, facilitating business continuity during the pandemic and aiding in the recovery process by maintaining operations without the need for physical presence.

  Equal opportunity

  Access to reliable IT support ensures that businesses of all sizes, including small and medium enterprises, have equal footing in leveraging technology for growth and efficiency. We provide affordable and scalable solutions, promoting equal opportunities for businesses regardless of their size or resources.

  Wellbeing

  Efficient IT support minimises downtime and technical frustrations for employees, contributing to a healthier work environment. Additionally, our remote work solutions offer flexibility and work-life balance, promoting employee wellbeing by reducing commuting stress and enabling better work-life integration.

Pricing

• Price: £30.00 to £35.00 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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.