Redcentric Solutions Limited

Modern Workplace end user support

Redcentric_Modern_Workplace_M365. Our Modern Workplace is a comprehensive end user support service providing workplace delivery, Microsoft_M365 managed services, end-user service desk, and the option to extend to full-blown workforce modernisation. Our Modern Workplace expertise will ensure your end-users workforce is fully optimised, enable cost reductions and improve operational efficiency.

Features

• Multiple tiers of support – Suit different business needs/challenges
• Cloud Foundation – 24x7 ticketed access to Redcentric cloud experts
• End-User Support – From Redcentric’s Adaptive Cloud Engineering teams
• Workforce Modernisation – Get the most out of your workforce
• Governance services – Cost monitoring & policy deployment
• Device&Identity management – Centrally manage single signon across devices
• Self-service portal – Manage subscriptions with ease, view reports/bills
• Compliance & Security – Protect your data while addressing compliance

Benefits

• ACE support: Responsive, expert help available around the clock
• Cost-efficiency: Expert Governance reduces costs, improves security and compliance
• Business Reviews: Scheduled reviews ensure alignment with your business objectives
• De-risked migration: Execute fast, smooth, secure move into the Cloud.
• Enhanced Tooling and Automation: Custom tooling and automated templates
• Modernisation Services: customisable deliverables with pre-purchased hours
• Full Microsoft Business Solutions: From business voice, collaboration to Azure
• Governance, Compliance, Patching and Reporting: Hardening, reporting and standardisation
• IT Champion, End-User and Device Support: Free up IT Admins
• IT Modernisation: Keep up with the latest technology

£4.00 a user

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

Framework

G-Cloud 14

Service ID

330018969858572

Contact

Steph Heseltine
+441423850000
tenders@redcentricplc.com

Planning

• Planning service: Yes
• How the planning service works: Initial Setup & Deployment ; ; i. The Supplier will appoint a Project Manager (PM) to coordinate the Initial Setup and deployment. All work and activity of any Supplier resources supporting the Initial Deployment and setup will be undertaken remotely. ; ; ii. The Supplier will provide the Customer with standard deployment and architecture documentation to support the Initial Setup & Deployment. ; ; iii. The Supplier will review the configuration of any existing tools against industry best practices. ; ; iv. The Supplier will deploy the required new tools and Log Analytics into the Customer’s Tenant; or where the contracted Microsoft M365 Subscription exists. ; ; v. The Supplier will connect to the Customer’s Tenant with Microsoft Lighthouse with PIM enabled. ; ; vi. The Supplier will enable access to the Customer’s Tenant for Management.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Microsoft M365

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Conduct a detailed assessment of the existing estate to ensure we have a clear and precise understanding of the current environment and requirements, not limited to: ; ; Application profile ; ; Scope recommendation ; ; High-level release plan and indicative migration strategy for data and each workload ; ; Best Practice Analysis of any existing tenant/subscription configurations ; ; Identification of first-mover data/workloads (where required) ; ; Tenant Setup: the creation of the Tenant, license provisioning, configuration of domains & setup of administrative accounts ; ; Core Identity Configuration: the creation of core identities. New identities can be created entirely in the cloud, or a hybrid environment can be configured with an on-premise Active Directory Domain Services using Azure AD Connect ; ; Exchange: best practices configuration of mail flow rules, connection filters, anti-spam & phishing policies, auditing policies, and more ; ; SharePoint & OneDrive: basic external sharing & access control configurations to ensure data is secure post-migration ; ; MS Teams: assistance with the deployment of MS Teams to end users and some basic tools to assist with driving adoption ; ; Endpoint Manager: get devices enrolled in Intune to begin endpoint management. ; ; Begin workload migrations ; ; Transition to a managed service ; ; Work in partnership with you to evolve and optimise your environment
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Microsoft M365

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The Supplier grants to the Customer during the Term a non-exclusive, royalty free, license to access and use the Supplier Portal solely to the extent necessary to receive the Services and in compliance with The Supplier’s acceptable use policy for such portal in force from time to time. ; ; The Supplier Portal will provide the Customer with a central database of historic events, incidents and performance. This data will be exportable for Customer use. ; ; The Supplier will deliver the performance of the Managed Azure Services in line with the agreed Service Levels and, where possible, provide advance incident alert warning to the Customer and Redcentric through the Managed Azure Service, or via email, of impending issues that The Supplier identifies as a result of the monitoring.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • 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: Modern Workplace 365 services represent the future of work, where complexity and risk are minimised, and productivity and collaboration are maximised. This service extends beyond the traditional Managed 365 offering, encompassing a comprehensive modernisation service with digital workspaces and dedicated end-user support. ; ; All Microsoft M365 platforms and services that are listed in our Core Competency matrix are covered at an expert level. All Azure cloud services outside of those listed below are to be considered reasonable endeavours and may be subject to additional billable time (including training time, as applicable) in order to troubleshoot/support.

Service scope

• Service constraints: Service Geographic Availability ; ; At this time, Redcentric customers can deploy resources to all Microsoft M365 regions existing along with Redcentric Managed Services as of the publication date of this document. Foundations is only available for sale in the United Kingdom and Europe where the primary tenant must reside, though customers can still deploy resources to all other Microsoft M365 regions. This excludes some of the Microsoft M365 Sovereign Regions. Some M365 regions are available only to customers with specific billing addresses in that region. Contact a Redcentric if you have questions about a specific region.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service Hours Definition ; ; There are 2 levels of Redcentric service hours, defined as follows. ; ; 1) ; 24x7x365 - Available 24 hours a day, 7 days a week, 365 days a year. ; ; Redcentric UK business hours (PBH) - 09:00 am to 17:00 pm GMT / BST (as applicable) Monday to Friday excluding UK public holidays ; ; 2) Applicable Service Hours ; ; Redcentric Service Desk - 24x7x365 ; ; Support Request Management - Redcentric UK business hours ; ; Incident Management (P1) - 24x7x365 ; ; Incident Management (P2 & P3) - Redcentric UK business hours ; ; Problem Management (RCA) - Redcentric UK business hours ; ; Configuration Management - Redcentric UK business hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None/Don't Know
• Support levels: Offering - Foundations ; Benefits - CSP benefits, Redcentric Service Desk ; Use Case - For customers that want access to the benefits of CSP and Redcentric ACE teams but want to manage M365 themselves. ; ; Offering - Enable ; Benefits - IT Champion Standard Support, M365 Feature Enablement, ACE Escalations & Resolutions ; Use Case - Lightens the load on the customer’s internal IT teams. ; ; Offering - Operate ; Benefits - IT Champion Advanced Support, Device Management, Patching, Governance, License Management, Monitoring & Reports ; Use Case - Allows customer IT teams to take a more hands off approach, so they can focus on innovation and transformation. ; ; Offering - Modernise ; Benefits - End-User Support, OS-Upgrades, IT Modernisation, Device Provisioning & Management, Access Reviews, Policy Management, Training, Third Party Management; Use Case - Redcentric will take nearly all M365 activities and work very closely with the customer to drive innovation.

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 30/08/2023
• What the ISO/IEC 27001 doesn’t cover: Nothing i.e. all services and locations offered under GCloud 14 ARE covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 05/09/2023
• What the PCI DSS doesn’t cover: Physical hosting and managed firewall services are covered. All other services are excluded. ; ; Requirements 3, 4, 10, A1 and A2 are excluded.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Certificates for physical security of all premises including Data Centres:-
  • Issued by an external assessor against the following standards:-
  • Centre for Protection of National Infrastructure (CPNI):-
  • Using the Classified Material Assessment Tool (CMAT):-
  • Supports the storage and processing of HM Government data to:-
  • Classification ‘OFFICIAL’ including ‘OFFICIAL-SENSITIVE’ special handling.
  • NHS England Data Security and Protection Toolkit; assessment ‘exceeding standards’.
  • Main Data Centres are certified as Police Assured Secure Facilities.
  • HSCN CN-SP Network provider.
  • PSN Connectivity Service; certified to connect organisations to the PSN.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Redcentric stands committed in the fight against climate change and dedicated to supporting the UK Government goal of achieving Net Zero emissions by 2050. This commitment is reflected in a meticulously crafted Environmental, Social, and Governance (ESG) strategy, aligned with the United Nations sustainable development goals, and upheld by ISO 14001:2015 certification for three consecutive years, showcasing the company's dedication to environmental stewardship. ; ; As a prominent entity listed on the AIM, Redcentric prioritise transparency and accountability, diligently adhering to regulations. Mandatory publication of carbon emissions in annual reports underscores the unwavering commitment to environmental responsibility and corporate transparency. ; ; Redcentric's dedication to sustainability extends beyond compliance, it’s ingrained in every aspect of operations. Notably, investments totalling £5million in the data centre estate focus on enhancing efficiency, evidenced by Power Usage Effectiveness (PU) reduction from 2 to an impressive 1.6. ; ; The company ensures 100% of power requirements are from sustainable sources, alongside proactive measures like converting backup diesel generators to environmentally friendly alternatives and replacing diesel vans with electric counterparts. ; ; Participation in Manage your UK Emissions Trading Scheme Reporting Service (METS) through GOV.UK and holding a greenhouse gas emissions permit underscore Redcentric's commitment to reducing its carbon footprint. Additionally, the provision of customer monthly reports detailing energy consumption metrics and procurement of all electricity from 100% carbon-neutral sources exemplify the company's dedication to transparency and sustainable practices. ; ; The Redcentric board acknowledges the evolving landscape of ESG considerations, driving greater accountability and transparency across operations. Regular updates to the website keep stakeholders informed about key corporate policies and sustainability initiatives. ; ; Redcentric's commitment to sustainability isn’t just a declaration but a deeply ingrained aspect of corporate ethos. From stringent adherence to regulatory requirements, to proactive investments in renewable energy, comprehensive reporting mechanisms, every action underscores our unwavering dedication to environmental responsibility and corporate transparency.

  Tackling economic inequality

  Redcentric actively addresses economic inequality through diverse initiatives aimed at empowering communities and fostering long-term sustainability: ; ; Community Engagement Programs & Digitally Driven Fundraising Campaigns: ; ; Utilises technology and resources to support local charities, raising over £50,000 for the Children’s Heart Surgery Fund through outreach campaigns. ; ; The Breck Foundation: Provides online safety training for pupils, parents, and teachers, promoting safety in the online world. ; ; Employment and Training Opportunities: Prioritise job creation and training programs for local residents, offering apprenticeships to rugby league players, wheelchair rugby players, and young athletes, fostering economic development and empowerment. ; ; Charitable Partnerships & Business Fundraising Programme: ; ; Raises funds for charities through sponsored events, like a Yorkshire 3 Peaks walk, involving over 30 employees and raising more than £12,000. ; ; Business Fundraising Enablement Programme: Supports charities in engaging target businesses for funding through calling data and tailored emails. ; ; Digital Transformation Programme: Facilitates digital transformation within charities, enhancing patient and family support. ; ; Transparency and Accountability: Committed to transparency by providing regular reports on the social impact of projects, ensuring stakeholders understand the positive outcomes generated through collaboration. ; ; Upskilling Workforce and Supporting Lower Paid Workers: Offers apprenticeship programs with planned career pathways into senior positions, promoting skill development and progression. ; ; Promotes training and development for all colleagues through a learning management system, investing in role-specific certifications and development programs. ; ; Implements a hybrid working model to support lower-paid workers with reduced travel costs and offers above the apprentice minimum wage, recognising the value apprenticeships bring to the company. ; ; Through these initiatives, we are dedicated to addressing economic inequality and creating a more equitable society. Redcentric believe that by providing individuals with access to opportunities for growth and advancement, we can contribute to reducing economic disparities and promoting social mobility.

  Equal opportunity

  Redcentric actively fosters an environment where individuals are valued and treated fairly, irrespective of their background, and opposes any form of discrimination prohibited by law. ; ; A key indicator of this commitment is evident in Redcentric's gender pay report, where efforts to address disparities in earnings between men and women are transparently acknowledged. By identifying imbalances in the workforce and actively working to rectify them, Redcentric demonstrates a proactive approach to promoting gender equality within the organisation. ; ; Redcentric's Diversity and Inclusion Forum serves as a platform for ongoing dialogue and action. By establishing working groups focused on specific aspects of diversity, such as gender equality and remote working, employees are empowered to drive positive change and contribute to a more inclusive workplace culture. The planned LGBTQ+ working group further exemplifies Redcentric's commitment to embracing diversity in all its forms. ; ; In terms of recruitment and talent development, Redcentric implements diverse hiring practices and apprenticeship schemes aimed at supporting individuals from various backgrounds. By partnering with outreach organisations and providing apprentices with clear career pathways, Redcentric ensures that opportunities for growth and advancement are accessible to all employees, regardless of their starting point. ; ; Redcentric's inclusive leadership and flexible work policies underscores its dedication to accommodating diverse needs and promoting work-life balance. By offering leadership training that prioritises inclusion and implementing policies such as flexible working hours and enhanced maternity packages, Redcentric creates an environment where employees can thrive professionally while maintaining personal well-being. ; ; In conclusion, Redcentric's comprehensive approach to equal opportunity extends beyond mere policies to encompass tangible actions aimed at fostering diversity, inclusion, and professional development for all employees. By prioritising these values, Redcentric not only enriches its workforce but also sets a standard for ethical and equitable business practices in the industry.

  Wellbeing

  At Redcentric, prioritising the well-being of our colleagues is paramount, and we've implemented various initiatives to support their mental and physical health. Our commitment to enhancing health and well-being extends to our contract workforce as well. Here's how we're making a difference: ; ; Hybrid Working Model: Providing flexibility to achieve a better work-life balance for our colleagues, fostering a supportive environment and preventing isolation through social networking within the company, including organized social and corporate events. Over 40% of Redcentric’s employees either work from home or on a hybrid model. ; ; MetLife Well-being Hub: Accessible to all employees, offering a comprehensive range of well-being support services, such as confidential 24/7 telephone support, structured counselling sessions, cognitive-behavioural therapy, legal advice, financial management guidance, and health risk assessments. ; ; Well-being Channel: A valuable resource offering mental and physical health support, including webinars and mental health resources for adults and children. ; ; Corporate Social Responsibility Events: Organizing events throughout the year to promote well-being across the organization, utilizing a structured well-being calendar highlighting key awareness weeks like men’s health week and stress awareness week. Additionally, training over 20 mental health first aiders across the business to provide continuous support and engagement. ; ; Leadership Commitment: Our Board sets an example by promoting a healthy corporate culture and embedding ethical values in our business operations. Through these initiatives, we aim to foster a culture where the well-being of our colleagues is prioritised, ensuring a resilient and empowered workforce poised for success.

Pricing

• Price: £4.00 a user
• 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 tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.