IT Service Support
Managed ICT support (UK based helpdesk, 1st, 2nd and 3rd line Certified Engineers, out of business hours available) that follows industry best practice (ISO 90001/ISO 270001/ISO 20000/ISO 22301/ITIL). Service is inclusive of; Audit, Maintenance, Remote Monitoring and Management, MI & SLA Reporting, 3rd Party Management, 360° enterprise-grade cyber security solution.
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.
Pricing
£30.00 to £35.00 a user a month
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
3 0 8 2 9 2 9 9 3 1 1 8 3 4 1
Contact
Creative Networks
Azeem Javed
Telephone: 03303337337
Email: aj@creative-n.com
Planning
- Planning service
- No
Training
- Training service provided
- Yes
- How the training service works
- Creative Network's provide onsite and remote training, awareness support and user documentation. This service helps organisations to increase their employee’s digital skills to support transformation programmes. Delivered by certified trainers across a wide variety of engagement channels, this service increases technical and end user skills driving the successful adoption of systems. Creative Network's can provide a digital skills gap analysis and training needs assessment and provide performance and adoption metrics throughout the contract.
- Training is tied to specific services
- Yes
- Services the training service works with
-
- Microsoft Office 365
- 3CX
- Cyber Essential & Cyber Essentials Plus
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
Creative Network's provide a Cloud Readiness and Migration Service to assist clients in migrating to the cloud or between cloud services.
Creative Networks work with their clients to establish the migration objective. Once the objective has been identified they will carry out an audit of the current infrastructure/cloud setup to identify any risks that may impact the migration project. Off the back of the audit a cloud migration strategy/plan will be put in place to determine how to approach each element for cloud transition. The plan will be inclusive of projected timelines and budget constraints. Once the plan is established Creative Networks will carry out the migration following industry best practice. - Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- Microsoft Office 365
- Azure Virtual Desktop
- 3CX
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- Creative Networks follow ISO 9001 and have in place a Quality Management System (QMS), a formalised system that documents Creative Networks processes, procedures, and responsibilities regarding quality assurance. Creative Networks will carry out Penetration Testing by defining the scope and budget, considering onsite or remote accessibility resources and create a communication plan.
Security testing
- Security services
- Yes
- Security services type
- Cyber security consultancy
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
- Creative Networks support a range of different cloud and software services and products. Please refer for our additional G - Cloud service listings for more detailed information. Our managed ICT support (UK based helpdesk, 1st, 2nd and 3rd line Certified Engineers, out of business hours available) follows industry best practice (ISO 90001/ISO 270001/ISO 20000/ISO 22301/ITIL). Ongoing support is inclusive of but not limited to; Audit, Maintenance, Remote Monitoring and Management, MI & SLA Reporting, 3rd Party Management, 360° enterprise-grade cyber security solutions. For more service information and pricing please contact: hello@creative-n.com
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. Performance in 2021 included an average call wait time of 8 seconds and 90% of tickets being resolved within one day.
- 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
- 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
- Tackling economic inequality
-
Tackling economic inequality
In an effort to create new skills, Creative Network’s actively participate in the following objectives: • More young people participating in apprenticeships and learning • More jobs created and good quality apprenticeships. In response to this need, Creative Networks are looking to put in place an apprenticeship strategy to increase the number of apprentices they take on each year. We will look to form a partnership with a local apprenticeship organisation. At present we contribute to apprenticeship schemes in our locality, our annual target is to take on at minimum one apprentice each financial year. The accredited training provider we use is Baltic Apprenticeships. We work with level three Apprentices as both IT Support Technicians and IT Network Technicians.
Pricing
- Price
- £30.00 to £35.00 a user a month
- Discount for educational organisations
- Yes