POSTREMO IT LIMITED

3rd Line Support Escalation

Our 3rd line support service offers a comprehensive solution for managing complex EUC issues, freeing your technical teams to focus on innovation and core business functions. Utilising our expertise across various EUC platforms, we provide robust support strategies tailored to the specific needs of your organisation.

Features

• Initial and annual operational assessments for continuous improvement
• Specialised support across all major EUC platforms and products
• Scalable support tiers from small teams to large enterprises
• Multi-channel support including email and telephone
• Rapid response times with prioritised handling for urgent incidents
• In-depth troubleshooting and comprehensive device management
• Regular system reviews and strategic optimisations
• Customised training sessions and workshops
• Dedicated account management for enterprise clients
• Extended support hours to align with global operations

Benefits

• Ensures EUC systems operate at peak efficiency
• Flexible support adapts to diverse organisational needs
• Accessible assistance boosts resolution speed
• Minimises system downtime, enhancing productivity
• Effectively solves complex EUC challenges
• Proactive system enhancements prevent future issues
• Increases technical team expertise through targeted education
• Offers a tailored support experience with personal oversight
• Aligns support services with international business hours
• Supports existing IT staff by handling complex, time-consuming issues

£12,995 an instance

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

Framework

G-Cloud 14

Service ID

375017619676378

Contact

Tajinder Chana
0207 550 9103
info@postremoit.com

Planning

• Planning service: Yes
• How the planning service works: When implementing or facilitating cloud migrations and transitions between cloud services, we adhere to a user-centred approach. ; ; We initiate with an in-depth discovery phase, employing various techniques to understand your unique requirements and the specific needs of your users. This crucial insight informs our strategic planning, ensuring solutions are tailored to facilitate a smooth transition.; ; Based on comprehensive user insights, we develop a strategic plan that emphasises minimal operational disruption and optimal user adoption. This plan includes a detailed migration roadmap, complete with timelines and key milestones, tailored to your organisational goals.; ; Implementation is user-focused, with intuitive interfaces and seamless transitions. Continuous user feedback is integral, allowing for real-time refinements to enhance system functionality and usability.; ; We provide customised training and robust support post-migration, ensuring users are confident and proficient with the new systems. Our commitment extends to ongoing improvements, leveraging user feedback to evolve and optimise the services continually.; ; This methodical, user-centred approach ensures the service and solutions implemented by Postremo IT are not just successful but also aligns perfectly with user needs and business objectives.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: A detailed handover is provided on the services that have been set up.; ; Further training is available on request, which can range from basic device management to 1:1 sessions with your existing technical staff on the services which have been configured.; ; Our unique approach sets us apart from traditional training. We emphasise mentoring and coaching your staff, ensuring they master the technologies, architecture, and techniques we deploy.; ; Our collaborations involve deep engagement with your technical teams, promoting hands-on learning and imparting essential skills and insights. Our established connections with vendors and training providers enable us to organise formal training sessions for you and your teams, enhancing their knowledge and capabilities.; ; Workshops and Training are available on request alongside self-service knowledge base articles.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: When implementing or facilitating cloud migrations and transitions between cloud services, we adhere to a user-centred approach. ; ; We initiate with an in-depth discovery phase, employing various techniques to understand your unique requirements and the specific needs of your users. This crucial insight informs our strategic planning, ensuring solutions are tailored to facilitate a smooth transition.; ; Based on comprehensive user insights, we develop a strategic plan that emphasises minimal operational disruption and optimal user adoption. This plan includes a detailed migration roadmap, complete with timelines and key milestones, tailored to your organisational goals.; ; Implementation is user-focused, with intuitive interfaces and seamless transitions. Continuous user feedback is integral, allowing for real-time refinements to enhance system functionality and usability.; ; We provide customised training and robust support post-migration, ensuring users are confident and proficient with the new systems. Our commitment extends to ongoing improvements, leveraging user feedback to evolve and optimise the services continually.; ; This methodical, user-centred approach ensures the service and solutions implemented by Postremo IT are not just successful but also aligns perfectly with user needs and business objectives.
• 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: On all solutions and products developed, designed and implemented by Postremo IT go through testing and QA to ensure that they meet the customers requirements, statement of works and contractual agreements. ; ; Postremo IT will work with the client to assist and deliver on internal QA and Testing requirements such as IT Health Checks (ITHC) and product security assurance.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Cyber security consultancy
  • 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: Postremo IT offers a comprehensive managed service desk designed to support and maintain the integrity of the solutions and services we deploy, or oversee. Incident response is meticulously prioritised based on the impact on business operations and user experience. Service Level Agreements (SLAs) are tailored to meet the specific requirements detailed within each support contract. Issues are registered through our service desk and may be escalated to the designated account manager as necessary to ensure prompt and effective resolution.; ; We are also able to arrange onsite support services, such as tech bars and deployment services, which can be arranged with the buyer at the time of engagement.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support hours are available from 8:30 AM to 6:00 PM, Monday to Friday, excluding Bank Holidays. Hours can be extended depending on contracted hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: P1 - URGENT; Critical incidents that affect all users or critical systems. All systems are down, resulting in a complete system outage.; ; User Impact:; All users are affected and are unable to perform their day-to-day jobs; no workaround is available.; Target Technical Response Time: 1 hour; ; P2 - HIGH; Significantly degraded performance or functionality without a workaround.; ; User Impact:; Impacts some users; however, a workaround is available. Critical systems are affected but remain functional.; Target Technical Response Time: 2 hours; ; P3 - MEDIUM; High-priority incidents that affect a single user or non-critical systems.; ; User Impact:; Degraded performance or functionality, though a workaround exists.; Target Technical Response Time: 3 hours; ; P4 - LOW; Low-priority incidents that do not significantly affect the overall operation of the infrastructure.; ; User Impact:; These incidents are usually usage questions or minor inconveniences.; Target Technical Response Time: 4 hours; ; Additional service levels are available.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a company that focuses on sustainability at the core of its operations, We assess the environmental impact of our products and services, ensuring sustainability drives our decision-making processes. Products and services are evaluated not only on performance but also on its environmental footprint, pushing for smarter, eco-friendlier choices across all business aspects.; ; As a cloud-first organisation, we harness the power of cloud technology to replace outdated, high-energy systems with modern, efficient alternatives. This shift reduces the need for physical infrastructure, minimising our overall carbon footprint. We advocate for digital technologies to decrease unnecessary travel and further lessen our environmental impact.; ; Our sustainable practices and cloud-first approach are not only transforming how we do business but also how we support the UK government's ambition to achieve net-zero greenhouse gas emissions.

  Covid-19 recovery

  At Postremo IT, we are dedicated to empowering communities to overcome the challenges posed by Covid 19. Our mission is to enhance employment in the technology sector, strengthen community resilience, and promote health and well-being through innovative IT solutions. Our expert team is committed to providing adaptable tools that enable businesses and communities to thrive in changing circumstances. We offer remote working solutions as required, supporting flexibility and environmental sustainability by reducing the necessity for daily commutes. Through these focused initiatives, Postremo IT is striving to make a substantial impact, creating a stronger and more resilient future for everyone.

  Tackling economic inequality

  Committed to economic growth, we actively create new businesses, jobs, and skills through each contract delivered. We focus on generating employment opportunities, particularly for those facing barriers to employment and develop training programs that address industry-specific skills shortages, leading to recognised qualifications.; ; In addition, we strengthen our supply chain by incorporating a variety of business partners, including start-ups, small and medium-sized enterprises (SMEs), as well as community and social enterprises. This strategy promotes the use of innovative technologies to enhance the quality and reduce the costs of goods and services. Our approach ensures collaborative and responsible interactions with all partners, while we proactively manage cybersecurity risks to maintain the integrity and resilience of our operations. Through these efforts, we influence our staff, suppliers, customers, and communities, driving resilience and capacity building across high-growth sectors.

  Equal opportunity

  We are committed to creating an inclusive workplace that embraces and promotes diversity. We recognise the unique contributions of each individual and are dedicated to empowering all employees to reach their full potential. Our approach to managing a diverse workforce is centred on respect, value, and the recognition that diversity is crucial to our success.; ; We are proactive in offering opportunities for career development to differently abled employees, career sustainability, and self-sufficiency are supported. Postremo IT champions an environment of respect and acceptance, embracing diversity in all its forms. We actively work to eliminate unconscious bias and promote transparency across all levels of our organisation.; ; As an equal opportunity employer, all aspects of employment at Postremo IT, including hiring, promotion, discipline, or dismissal, are based on merit, competence, performance, and business needs. We do not discriminate based on race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or any other status protected under law. We ensure that organisations within our supply chain also demonstrate a commitment to equal opportunity principles.

  Wellbeing

  We are committed to promoting a positive workplace atmosphere that actively encourages and supports the welfare of its personnel. We implement proactive measures to create a work environment that promotes healthier decision-making and raises awareness about mental health at every organisational level. This dedication establishes secure and transparent channels of communication for personnel encountering health issues, guaranteeing that all individuals feel encouraged and esteemed.; ; We ensured the financial and physical well-being of our personnel was a priority during the COVID-19 pandemic, allowing them to maintain their health and continue providing exceptional service to our customers. Provisions for remote work are incorporated into our adaptable arrangements, allowing our team members to operate securely from their homes. Consistent health check sessions and daily team communications conducted via video reinforce our dedication to the physical, mental, and emotional welfare of our employees.

Pricing

• Price: £12,995 an instance
• 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 info@postremoit.com. Tell them what format you need. It will help if you say what assistive technology you use.