MASS CONSULTANTS LIMITED

IT Services and Support

We provide a range of customer service and support solutions for both public and private sector companies, including Cyber Essentials support, ITIL-aligned managed services, and ongoing technical support for our products and services. Our offerings are tailored to customer needs and delivered as required.

Features

• Packages in support of all our products.
• Service desk with 1st, 2nd and 3rd line support.
• 8am-6pm, Monday to Friday Service Desk, with options for extra.
• Customisable tools to support individual clients' needs.
• Continual Service Improvement (CSI) initiatives to identify areas of improvement.
• Proven, refined processes for incident, request, problem and change.
• After-sales support for delivered products.
• Communicative, partner-based approach to support.

Benefits

• Ensures value for money for all of MASS's services.
• Provides clients with expertise in all areas of delivery.
• Ensures availability for all support issues.
• Ease of access and reporting.
• CSI ensures improvement to products and our delivery.
• Minimises impact of incidents.
• Maximises uptime and availability of systems.
• Ensures value for money for all of MASS's services.

£0 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 frameworks@mass.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

376032876757521

Contact

Frameworks
01480 222600
frameworks@mass.co.uk

Planning

• Planning service: Yes
• How the planning service works: MASS will ensure early engagement with buyers' teams during Call-Off stages to understand their requirements, targeted applications, and how they use the services on premise currently. Following this conversation we will put a plan in place to implement the appropriate solution.
• 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: MASS can help buyers by creating a migration plan encompassing everything that will be considered/included and a timeline of migration. ; ; We specialise in migrating into cloud environments at classified nature, having worked closely with the MOD and Microsoft in the early days of cloud adoption to define how to securely use cloud environments for OFFICIAL-SENSITIVE (OS) systems. As such, we have experience migrating on-premises company systems into cloud environments using the same best-practice principals we developed. We also run hybrid cloud environments where we utilise, as a service, cloud technology, but locally, with on-premises processing power.
• Setup or migration service is for specific cloud services: No

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
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Cyber Scheme

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: MASS operates a mature service model, founded in IITIL, and in accordance with ISO 20000.

Service scope

• Service constraints: The service constraints will be dependent on the specific contract. However, at this point there are no generic service constraints for buyers to consider, as we have the skills and resources within our company to deliver support services across the ICT domain space.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: This is dependent on buyer's and contract requirements. We ensure adherence to any pre-agreed Service Level Agreements (SLAs) to respond to requests based on the priority and nature of the requests.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: The support levels that MASS provides will be buyer specific, based upon their requirements. MASS will communicate with the buyer to gain a comprehensive understanding of their requirements and how we can meet those requirements. Within our price we have included a day rate for MASS personnel. Anything that is required in addition to this will be discussed on a case-by-case basis dependent on the requirement of the contract.

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: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSi)
• ISO/IEC 27001 accreditation date: March 2024
• What the ISO/IEC 27001 doesn’t cover: No exceptions listed
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • IASME Cyber Assurance Level 1
  • ISO 27001:2022 Full Scope SoA
  • IASME Cyber Assure Gold
  • Joint Services Publication 440
  • Gov S007
  • Variety of other international standards

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  MASS is dedicated to fighting climate change and ensuring that we reduce our carbon footprint. We have implemented a Carbon Reduction Plan, in accordance with PPN 06/21, that is reviewed annually to ensure that we are meeting our targets and continually improving. We are committed to achieving Net Zero emissions by 2050. ; ; MASS has introduced a variety of policies to reduce our carbon footprint and fight climate change, including:; • Introducing an electric car leasing scheme for employees; • Implementing car charging stations at MASS-owned sites which use green energy; • Ensured all MASS owned sites use green energy to power the building; • Continuing our roll out of electric pool cars; • Provided technology to enable employees to work from home; • Encouraged video calls rather than travelling to meetings; • Planted 357 trees to offset our carbon emissions, making us a carbon-neutral organisation; • Introduced hybrid working so the majority of employees have the option to work from home two days a week; • Created a social value group to drive forward social value initiatives; • Switching all office lighting to low-energy LEDs; • Installing PIR sensors in every room for automatic switch-off.; ; MASS aligns to the standards set by ISO 50001 and strive for all our sites to either be compliant or working towards being compliant. Where we are not currently ISO 50001 compliant, we undertake Energy Savings Opportunity Scheme (ESOS) assessments to understand what opportunities we have to operate more efficiently. These standards provide a holistic approach to resource efficiency and waste reduction.

  Covid-19 recovery

  The Covid-19 pandemic allowed MASS to implement business continuity processes to ensure we have the ability to deal with changing circumstances, including embracing the benefits of remote and flexible working. This has resulted in a hybrid home-working culture to support our staff and environmental goals post-pandemic.

  Tackling economic inequality

  MASS is committed to tackling economic inequality by developing an inclusive, diverse culture, welcoming people from all backgrounds and encouraging them to be their best selves and contribute their unique insights, helping us to drive innovation, enhance employee engagement and accelerate our performance.; To ensure MASS understand the effects of economic inequality and tackle it appropriately within the business we have implemented processes, including:; • Becoming a part of the deprived areas UK Levelling Up agenda, a mission to challenge and change unfairness of opportunity; • Offering apprenticeships, graduate programmes and Science, Technology and Mathematics (STEM) outreach programmes.; • Ensuring personal development plans are in place for all new and existing personnel; • Ensuring MASS’ pay approach is representative of external market value, through an annual market value assessment; • Committing to providing a fair, equitable and competitive reward package aligned to the external market; • Helping to raise awareness within the business of the role that everyone can play into creating an inclusive environment through training and engagement; • Providing inclusive recruitment training and workshops; • Encouraging regular communication with employees through and listening forums run by managers and the People team.

  Equal opportunity

  MASS are dedicated to ensuring equal opportunities within the workplace, MASS has implemented policies and processes to ensure that this remains at the forefront of our business, including:; • As part of the induction process all staff must:; o commit to our company policies (including our Equality & Diversity and Environmental Policy); o Undertake training on Equal Opportunities; o Be provided points of contact within MASS; o Be shown repositories of information to ensure that there is always a set of guidance available to ensure staff are aware of their responsibilities.; • Guidelines accessible to the People team writing job vacancies to ensure they are advertised to all backgrounds and educational and professional levels; • Regular company wide communications to raise awareness of updated policies, training and related practices; • All managers are provided with guidance on managing behaviours and performance; • Reward employees that demonstrate positive behaviours through our Applause Awards (nominated by colleagues; • All employees included within the training, policies and recognition schemes; • Members of the Bloomberg Gender Equality Index to measure and benchmark our performance; • Partnered with other defence and security organisation to achieve change through initiatives including the Woman in Defence charter and WeAreTechWomen; • Work with charities including SSAFA (include definition) to understand barriers to employment; • Employees are encouraged to develop and enhance their skills and maintain certifications including, LinkedIn Learning courses (recognised technical courses and personal development courses); • MASS’ Apprenticeship Programme encourages individuals from deprived backgrounds to access employment and provides opportunities for formal qualifications up to degree level, along with a structured training programme; • MASS are signatories for the Armed Forces Covenant and Tech Talent Charter; • MASS are part of the 5% Club.

  Wellbeing

  MASS take the mental and physical wellbeing of our employees seriously. To ensure that this remains a priority we have implemented a Mental Health and Wellbeing Programme that incorporates:; • A corporate policy committing the company to advancing health, safety and wellbeing; • Comprehensive risk assessments and safe systems of work, including high-demand environments; • Training and guidance; • Employee engagement, particularly regarding workloads and levels of work-related stress; • Monitoring, measuring and reporting up to Executive level; • Learning lessons to continuously improve.; ; We use a range of sources to identify health and wellbeing issues our staff may face. These are:; • Partnering with a professional HR provider, Croner, who provide health and wellbeing advice; • Feedback from staff through Line Managers’ 1:1 check ins, appraisals, staff engagement surveys, and open employee forums.; • Partnering with an Employee Assistance Programme provider, Care First, to understand the range of issues our staff may face and provide webinars to support staff; • Employee Safety Programme; • Mental Health First Aiders; • Anonymous staff suggestions.; ; To support health and wellbeing we: ; • Provide private medical insurance, including a mental health and wellbeing mobile application ; • Raise awareness of mental health throughout the year using team briefings and bulletins ; • Maintain a dedicated mental wellbeing page on our intranet ; • Participate in Mental Health Awareness Month ; • Maintain a regular Employee Forum, at which staff can raise concerns or suggestions for improvement ; • Employ a Health and Safety Manager (qualified to IOSH) with responsibility for wellbeing

Pricing

• Price: £0 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 frameworks@mass.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.