AVMI KINLY LTD

Cloud Support Services

Kinly offers a distributed helpdesk Multi Tiered to support our cloud solutions and software deployments. Our dedicated team of professionals manage problems raised via email, Portal, or Phone.Each problem is managed by our UK based team and categorise into four severity levels (P1 to P4).

Features

• Distributed Multi Tiered Helpdesk
• Dedicated Staff - Security Cleared to BPSS & SC
• Priority Based SLA's
• Incident and Problem Management
• Remote Monitoring & Management
• Fully Managed Services
• Dedicated Customer Service Manager
• Solution Training & Adoption
• Reporting & Analytics

Benefits

• UK based Support Team
• Remote and In Field Support
• Experienced Multi-Platform Team
• Vendor Accredited Teams
• Multi Platform Support; Cisco, Pexip, Google, Zoom
• Multi Device Support (Room); Cisco, Poly, Logitech, Lenovo
• Multi Device Support (User); Apple IOS, Android & PC

£350 to £1,400 a unit a day

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

Framework

G-Cloud 14

Service ID

381640464808473

Contact

Andrew Littlewood
0845 2626200
gcloud.requests@kinly.com

Planning

• Planning service: Yes
• How the planning service works: From the site survey undertaken as part of the On-Boarding process, a Scope of Works will be produced detailing the specific requirements for the purchase order, based on the corresponding ; Pricing schedule and attached SFIA Rate Card. A dedicated Account Manager will be allocated to handle all customer facing enquiries and a Prince-2-Qualified Project Manager will handle all supply, installation and commissioning activities.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: HALO Document Services

Training

• Training service provided: Yes
• How the training service works: Specific to the Service Definition Offered.
• Training is tied to specific services: Yes
• Services the training service works with: HALO Document Service

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Review of existing technologies and services:; Meeting space technologies used locally (and globally where appropriate) and supporting infrastructure and services; Facilities / real estate policy in general, furniture strategy and project design, procurement and management approach (including globally where appropriate); User feedback (including globally where appropriate); Surveys / audit of existing meeting spaces (including globally); Review of requirements going forward:; Communications strategy going forward, including unified communications, collaboration applications, wireless and security, etc. (including globally ); Facilities / real estate plans for activity based working / remote working / open plan, standardization, estate rationalization etc. (including globally ); Presentation of options for consideration:; Technologies adopted by other organisations; Emerging technologies and visits to interesting vendors; Review of architectural options for catalog (e.g. breadth, modularity, best of breed vs. vendor focus, etc.); Customer catalogue architecture design and review including:; Cost analysis; High level prototyping and lab testing where required; Exploring feasibility of preferred options with IT security / networking / radio frequency teams and with facilities / real estate; Plan works required to deliver detailed technology designs in line with the chosen catalogue.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: • ITIL Aligned Service Desk with single contact and unique reference number for all support; • On-line support ; • Access to remote training on demand (mutually agreed times); • Full usage statistics; • Regular service reviews

Service scope

• Service constraints: Telephone, e-mail and IM support only available Monday to Friday (exc Bank Holidays) 08:30-18:00

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 1 hour by telephone/e-mail/social media. Mon-Fri 08:00 to 18:00 excluding bank holidays
• 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: • Unlimited Emergency Call Outs with a Next Working Day Response (working hours are 08:30-18:00, Monday to Friday, excluding UK public holidays); • Equipment Repair including parts and labour is included, with the exclusion of consumables such as lamps, cables, connectors, batteries and external power supplies.; • Unlimited helpdesk support; • 30 minute response time to initial support request, including the generation of a unique call reference number; • Full trouble-shooting by skilled Customer Service Advisors; • Advanced technical telephone advice from Kinly certified support engineers ; • If the fault cannot be resolved, replacement equipment will be delivered to your site by the next working day (or if a call is placed after 3pm the equipment will be on site within 48 hours); • An engineer will be on site within 24 hours of replacement equipment arriving to reinstall at your request; • Technical support team will remote test the equipment once it has been replaced to ensure all problems are fully resolved ; • The Client Services Team will arrange collection of the faulty equipment; • Delivery and collection freight costs to be paid by Kinly

Resellers

• Supplier type: Not a reseller

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: 15/09/2023
• What the ISO/IEC 27001 doesn’t cover: All of our IT services including Cloud are covered by our ISO 27001 certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI (via Barclaycard)
• PCI DSS accreditation date: 19/09/2023
• What the PCI DSS doesn’t cover: All included
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Fighting Climate Change; We are fully committed to achieving net zero emissions by 2050 and are already working to reduce GHGs across our business. In 2023, we committed to the Science Based Targets initiative and have net zero targets across all our global operations; we will be net zero across scopes 1 and 2 by 2035, and scope 3 by 2050. ; Our approach to achieving this in the UK is set out in our Carbon Reduction Plan, which is based on PPN 06/21 and associated guidance and reporting standards.; Kinly carbon reduction initiatives include:; • Changing to carbon-free electricity supply contracts across our business; • Managing calls and signage to minimise energy usage during idle periods, e.g. overnight or weekends.; • End points supplied by Cisco in 100% recyclable packaging with no foam, consuming 70% less power compared to older models.; • Ensuring that firmware and software upgrades are installed, after suitable assurance testing, to maximise efficiency.

  Tackling economic inequality

  Tackling Economic Inequality via…. Veteran’s Programme; In 2018, Kinly introduced an initiative that actively focuses on employing and re-training Armed Forces Veterans to perform a wide variety of roles within the AV industry. This program has been one of the most successful programs we have run with both the Veterans and the business benefiting greatly. The Veterans join Kinly and train in a number of areas culminating in completing their CTS (Certified Technical Specialist) Accreditation.; Veterans have settled with their families in a wide variety of regions across the UK, this helps Kinly maintain valuable skilled resources into these regions and also helps by supporting the local economy. ; Not only is this a valuable initiative, supporting former service men and women in making the transition to civilian life, but in addition, Kinly and our clients benefit from the skills and expertise of some of the most highly trained technicians in our sector as a result.; Graduate Programme; To ensure Kinly continues to deliver against its own standards of excellence and quality, we have developed a partnership with local University’s in England offering courses and education in audio-visual, multimedia digital media production & other related subjects. Kinly’s scheme provides the opportunity for placement and work-experience for students. Our objective is to inspire and develop these individuals, whilst also giving them the opportunity to work across design, rack-build, install and commissioning teams within Kinly enabling them to develop a thorough understanding of all aspects of the industry and potentially a challenging and rewarding vocation after graduation.; At Kinly, we believe by attracting and retaining the brightest young talent we are helping to develop the next generation of innovators ensuring that we remain at the forefront of the evolution of audio-visual technologies and digital communications, for years to come.

  Equal opportunity

  Equal Opportunities; Kinly works in partnership with a number of organisations strategically in relation to equal opportunities, inclusion and diversity. In 2023 Kinly developed a new partnership with Women in Tech with the aim to promote and encourage more females into technical roles, we create content including blogs, social media adverts and advertise our roles through this initiative globally in 2023 we have increased our female population by 2%.; We are an accredited Disability Confident employer and use their scoring cards to ensure we are improving our network with talent who have visible and non-visible disabilities. Lastly, we were awarded a silver award from the Armed Forces Covenant in their Employer Recognition Scheme; the aim is to become Gold accredited in the next 18 months.; We are also proud to partner with suppliers and distributors in regard to DEI, we chaired the first ever AV roundtable in September 23 and are working with those in the industry to hold more of these events in 2024 and to ensure that as an AV Community we are continuously evolving.; Finally, we are proud to have become the latest global member of Neurodiversity in Business (NiB). NiB is an international business-led forum functioning as an industry group for organisations to share industry best practice on neurodiversity recruitment, retention and empowerment. Its aim is to create a corporate environment where neurodivergent people are not only understood but form an invaluable part of the working culture.

  Wellbeing

  Wellbeing; Kinly has developed an employee wellbeing policy to manage its obligations to maintain the mental health and wellbeing of all our employees; thereby becoming a responsible employer. It covers Kinly’s commitment to employee health, the responsibilities of managers and others for maintaining psychological health, communicating and training on health issues, and our commitment to handling individual issues.; ; Kinly recognises that wellbeing and performance are linked. Improving employees' ability to handle pressure and to balance work and home life will ultimately lead to improved individual and company performance.; Kinly supports the ‘Time to Talk day’ initiative as part of its ongoing commitment to staff Mental Health Awareness. We are supporting a day when everyone is encouraged to take part in a conversation about mental health and colleagues are encouraged to take some time out of the day to stop working and focus on their Mental Health and Wellbeing.

Pricing

• Price: £350 to £1,400 a unit a day
• 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.requests@kinly.com. Tell them what format you need. It will help if you say what assistive technology you use.