QUADRIS LIMITED

Microsoft 365 Managed Support

Our managed support service for end users, team leaders and administrators of Microsoft365 / Office365. Includes tenant monitoring, configuration advice, incident management, change management and user service request management. Covers the Microsoft 365 suite of applications excluding the Power Platform.

Features

• User resource provisioning (user account/mailbox creation, licensing, subscription maintenance)
• Office 365 end user support wherever they are located
• User access and authentication management
• Incident response and remediation (Service outages, performance issues)
• Troubleshooting Office 365 desktop applications
• UK based multi-tier support team
• Routine service management reviews
• Online service portal for end users and internal IT
• Technical enhancement review and recommendations
• Dedicated account manager

Benefits

• Preventative approach minimizes issues before they escalate in severity
• Increase the productivity of your employees
• Boost end user morale and satisfaction with expert user support
• Complement and free up internal IT support
• Faster issue resolution from a team closer to your organisation
• Helps deliver your organisation goals through effective use of M365
• Enhance user adoption
• Boost collaboration across your organisation
• Lower total cost of IT service management

£3.45 a user a month

• 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 gcloud@quadris.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

378298958090986

Contact

Mark Charity
01615374980
gcloud@quadris.co.uk

Planning

• Planning service: Yes
• How the planning service works: Our Microsoft 365 managed support service for home and hybrid workers includes planning the service initiation and integrating with your internal IT and HR teams. We also use this time to familiarise you with our management portal called EyeQ and the information this provides you with to constantly monitor the security of your assets out in the field, who they are allocated to and the issues your users are having with them.; You will be introduced to your dedicated account manager and taken through our customer Microsoft 365 familiarisation exercise, a process which ensures we understand the configuration of your Microsoft 365 tenant in relation to the structure of your organisation.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Quadris Microsoft 365 Managed Support

Training

• Training service provided: Yes
• How the training service works: We offer training packages customised to your specific training needs as optional consultancy engagements. Training is not included within the published price of our Microsoft 365 Support Service.
• Training is tied to specific services: Yes
• Services the training service works with: Microsoft 365

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: This service helps you migrate from traditional office located IT service delivery and on-premise equipment to a managed cloud model. We also offer optional migration and design consultancy projects to migrate data and email services to Microsoft 365.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Microsoft 365

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our service includes fault resolution and performance issue resolution of Microsoft 365 which includes testing to ensure root cause solutions are working correctly.

Security testing

• Security services: Yes
• Security services type: Other
• Other security services: Please see our M365 Managed Security Service

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: This service is for support of the Microsoft 365 suite of software as a service and the desktop versions of these applicaitons.

Service scope

• Service constraints: Excludes the Power Platform suite of applications including Power BI, Power Apps, Power Automate and Power Virtual Agents

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 minute 8am to 6pm Mon to Friday excluding weekends; 1 hour outside these times.
• 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), 7 days a week
• Web chat support: No
• Support levels: This is a full managed service explained in the service defintion. The pricing of this service includes our standard hours support covering 8am to 6pm Monday to Friday. Extended hours support options are available ; at additional cost - please see the pricing document for this service. ; Extended hours support include 7am to 10pm, Monday to Friday and 9am to 5pm at weekends. ; 24/7 support is available and priced on application to meet your specific needs as 24 hour operations vary significantly between different organisations. You receive your own dedicated account manager through the lifetime of this service.

Resellers

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

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: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 07/01/2016
• What the ISO/IEC 27001 doesn’t cover: Our ISO27001 covers all our operation without exclusions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self Certified
• PCI DSS accreditation date: 15/06/2019
• What the PCI DSS doesn’t cover: All card related activities are covered without exclusions
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: NHS Data Security and Protection Toolkit

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Quadris has been a carbon neutral organization since the 1st of April 2020 and aims to be carbon zero by 2050. To achieve this target, we have implemented a Sustainable Development policy that commits Quadris to have a carbon reduction plan in place. As we work towards our 2050 zero carbon goal, we have from 1st April 2020 been carbon net zero (or carbon neutral) in our own operations. We’ve done this by investing in verified carbon reduction projects overseas to offset our own emissions. Our Carbon Net Zero plan is aligned to the PAS 2060 specification for detailing how to demonstrate carbon neutrality which is produced and published by the British Standards Institute (BSI).; ; Emissions are reported and recorded in accordance with the published reporting standard for Carbon Reduction Plans and the GHG Reporting Protocol corporate standard1 and uses the appropriate Government emission conversion factors for greenhouse gas company reporting. Scope 1 and Scope 2 emissions have been reported in accordance with SECR requirements, and the required subset of Scope 3 emissions have been reported in accordance with the published reporting standard for Carbon Reduction Plans and the Corporate Value Chain (Scope 3) Standard.; ; We set ongoing initiatives for reducing our carbon emissions each commitment period which runs in parallel to our financial year and reporting on these initiatives annually.

  Tackling economic inequality

  Quadris is committed to working with people and businesses to create employment opportunities that stretch and challenge, resulting in high quality career development, positive social engagement, and a sense of value in the wider economy. In addition, we purposefully seek out and encourage local, small, diverse high-quality suppliers as part of our procurement approach, and treat our suppliers fairly through fair terms and conditions, and prompt payment practices. We pride ourselves on strong links with local college and university career hubs, offering opportunities for work in the IT sector that can help to kick start careers for the inexperienced. We work very closely with local training providers to source externally accredited courses, and engage with them for our apprenticeship placements. We operate the following activities focused on tackling economic inequality:; Focus on local sourcing and attraction, with priority given to eligible unemployed applicants to join our workforce wherever possible, encouraging return to work applicants since 2020; partnering with local Community Colleges and Universities to offer employment opportunities; development of employment and skills through Personal & Professional Development planning; financial support for Industry recognised skills shortage technical and digital qualifications; financial advice for all employees joining; Apprenticeship partnering (Programme-led); work placements/work experience programmes; Diversity & Inclusion and all other policies aligned with Equality Act 2010 & EHRC; clear anti-harassment and anti-bullying policies underpin our workplace culture of inclusion; developing our relationship with BiTC (Business in the Community) in community-based volunteering opportunities; aligning with our staff social well-being.

  Equal opportunity

  Quadris operates specific governance policies and processes to ensure it is a diverse and representative organisation that challenges itself and its staff to do all it can to ensure that diversity and inclusion is embedded in our ways of thinking, and in our ways of working. Through recruitment, to the development and promotion of our people, we encourage opportunity for all to shape the future of Quadris’ professional and specialist levels of expertise. We value different skill sets, perspectives, and backgrounds and this is reflected in our Core Values around teamwork, and knowledge and learning. We take pride in ensuring we can deliver the best possible outcomes to our customers through staff that feel empowered to be the best version of themselves and feel respected, valued and included which in turn, we believe, unlocks their true potential as individuals and our potential as an organisation. By continuously increasing the diversity of our teams we encourage a culture of empowerment, continuous learning, creativity, a sense of ownership and responsibility, wider thinking, and collaborative working. We achieve this position through: ensuring recruitment practices are inclusive with regard to socio-economic diversity, and accessible by supporting reasonable adjustment requirements; voluntarily collecting data on the backgrounds of those who apply to, and make up Quadris’ workforce; investment and commitment to apprentice upskilling into digital & technology-based careers, whilst also supporting functional skills achievements; addressing the gender imbalance in technology, by increasing our female headcount % of the workforce; increasing our ethnic minority representation; actively attracting female STEM Graduates into our business, and offering flexible employment and facilities to aid the employment of people with disabilities. All our operations must take place in accordance with policies we have for: Equality & Diversity Policy and Modern Slavery Policy.

  Wellbeing

  Well-being is integrated into our organisation, and embedded in our culture, our leadership, and people management processes. We operate a ‘people first’ approach as part of our culture and strategy. Wellbeing activities include: ; Good Work: effective people management policies; clear job roles and key deliverables for each employee; externally accredited Employee Assistance Programme for all staff to support them with their health; personal, physical, mental and emotional, their relationships, their lifestyle and their financial well-being.; Health & Lifestyle: access to free health supplements and fresh fruit to improve health and relieve pressures on health services; encouraging physical fitness as well as mental fitness as part of our culture; social ‘activity based’ events for employees; commitment to Mental Health at work initiative.; Values//Principles: values based leadership and company vision; encourage openness, empowerment and autonomy through our leadership approach; company core-values that support trust, respect and encouragement across colleagues woven into the fabric of our business; Diversity & Inclusion and all other policies aligned with Equality Act 2010 & EHRC.; Collective/Social: ‘employee voice’ formal staff survey and reporting and action planning against this output into continuous improvement plans; social calendar of Quadris funded staff and family events.; Personal growth: Career Development Planning – mentoring, coaching, performance management, development plans, succession planning.; Financial; Financial advice for all employees joining us; life assurance provision;; Pay & Reward; Above market median salaries, and a competitive value-add benefits package reviewed annually and benchmarked against current market CIPD data; all salaries maintained above the voluntary National Living wage.

Pricing

• Price: £3.45 a user a month
• 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 gcloud@quadris.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.