SOFTCAT PLC

bluesource Enhanced Support

Looking for Microsoft Unified Support alternatives? bluesource offers Enhanced Support for Microsoft services, delivering exceptional value and expertise compared to traditional Microsoft support options. In addition, we include consultancy to deliver ad-hoc proactive engagements throughout the contract such as root cause analysis, roadmap workshops and remediation activities.

Features

• Gartner Recognised: Trusted third-party Microsoft support provider
• 24/7/365 Support: Always-on assistance for any issue, anytime
• Fast Resolutions: Swift responses to minimise downtime
• Enhanced SLAs: Tailored service levels for business-critical needs
• Global Coverage: Expert support across all time zones
• Managed Escalations: Seamless handling of Microsoft escalations
• Proactive Services: Additional consultancy and technical expertise

Benefits

• Cost Savings: Cut Microsoft support costs by up to 30%
• Dedicated Experts: Consistent, relationship-driven service
• 70% on average of support tickets resolved in-house
• Upto 10 times faster average resolution time than Unified Support
• Proactive Services: Easy access to expert consultancy
• Fast Resolutions: Quick response and issue resolution

£38,500 a unit

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

Framework

G-Cloud 14

Service ID

349024100972153

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

Planning

• Planning service: Yes
• How the planning service works: Bluesource has a consultancy team who specialise in migrations.we have capabilities to migrate data leveraging specialist tools. We have migrated over 6 petabytes of data. We can help customers plan and then deliver on their migration by undestanding the platforms they are moving from and to and then building a migration plan to deliver.
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Bluesource has a consultancy team who specialise in migrations.we have capabilities to migrate data leveraging specialist tools. We have migrated over 6 petabytes of data. We can help customers plan and then deliver on their migration by undestanding the platforms they are moving from and to and then building a migration plan to deliver.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: On-premise or data centre moves to cloud based solutions

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Cyber security consultancy
  • Security incident management
  • Security audit services
  • Other
• Other security services:
  • Ecurity assessments based on the MS Defender Programs
  • Incident Management and Resolution
  • Audit

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Our Enhanced support product covers all Microsoft products. Customers can log calls related to any Microsoft product and we will be able to resolve either in house or by utilising Microsoft.

Service scope

• Service constraints: Support is provided remotely.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depending on the prioroty level bluesource engineers will respond within certain response SLAs. For P1's our SLA is for 1 hour, however we typically respond in under 15 minutes.
• 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: No
• Support levels: Bluesource's Enhanced Support includes 2nd and 3rd line support and escalation to microsoft, if required. A named Service Delivery Manager is included and a named Account Manager.

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Bluesource

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Provided on request
• ISO/IEC 27001 accreditation date: Provided on request
• What the ISO/IEC 27001 doesn’t cover: Provided on request
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £38,500 a unit
• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.