Surevine

Deep support: Secure collaboration technology

Our deep support gives you unique access to core platform developers, enabling us to expedite bug-fixes and resolve security vulnerabilities at the pace you need, and ensure your requirements get reflected in product roadmaps. Surevine’s approach to deep support is different because it’s founded on our sustainable approach to development.

Features

• Unique access to the core platform developers
• Manage your support service using Surevine’s expertise in secure collaboration
• Proactive and vigilant security monitoring
• Security enhancements implemented as soon as they become available
• Have your requirements influence relevant technology roadmaps
• Effective dependency management through timely resolution of your issues
• Enable your engineers to be co-creators, not just partners
• Tailored issue reporting, providing added value on your support investment
• Genuine knowledge transfer by default; avoiding vendor lock-in
• Tiered support service offerings to suit your business needs

Benefits

• Strengthen the skills and knowledge of your people
• Plan and manage releases and upgrades to your technology
• Clear and timely communications on the issues you raise
• Minimise technical debt through cost-effective investment in maintainability
• Benefit from proactive, not reactive, support
• Independent support; unrestricted by vendor certification or partner programmes
• Our service credit model allows for budgeted and predictable costs
• UK based support, with 24x7 options
• Support from UK Government security-cleared engineers
• Our deep support service works seamlessly with your Service Desk

£173 a unit an hour

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

Framework

G-Cloud 14

Service ID

407806343647189

Contact

Commercial team
0845 4681066
tenders@surevine.com

Planning

• Planning service: Yes
• How the planning service works: We will work with you to identify the sensitivity of your data and the threat model, and so identify the best fit hosting, security, and support design to keep your data safe.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We can provide a full suite of application and platform training for our supported systems. This includes:; Community Management; Basic application administration; First line support / helpdesk; System administration
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We can help you analyse the information architecture of your current services, design an information architecture for your new service, and to assess the feasibility of migration.
• 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: All software releases go through user acceptance testing and security testing.; ; We proactively monitor your systems to maintain sufficient system resources, and can scale to maintain performance.

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: CREST

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: For our services, we offer on going support that can range from remote 3rd line expert application support for your first and second line support engineers through to a fully managed service on your private cloud or the public cloud. ; We can integrate into existing monitoring services. ; We manage UK cloud infrastructure suitable for holding OFFICIAL SENSITIVE information assets. Our team of cleared engineers is able to work with you onsite to resolve application and platform problems on your high-side estate.

Service scope

• Service constraints: Our day to day support services are typically provided off-site working remotely, but our engineers can work on-site when needed.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided Monday to Friday during standard business hours. Standard support response times: 1 business day. Higher SLAs are available by request.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: 9am to 5pm UK Business Days, service fulfilled by email, ticketing system, or phone. Bespoke SLAs are available by request. With each support agreement you will receive a named technical account manager

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: LRQA
• ISO/IEC 27001 accreditation date: 30/01/2022
• What the ISO/IEC 27001 doesn’t cover: Certification applies to the whole of Surevine's business activities.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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

  We describe Surevine's way of working as "sustainable software development". All of our people have always worked as a distributed team since we founded the company in 2008. This means no impact on their environment as a result of commuting and no offices to heat, light and clean. Surevine build and deliver collaboration solutions and use those ourselves and with our suppliers and customers to minimize the need for unnecessary travel. We actively encourage the use of walking, cycling and the use of public transport in preference to cars where people do need to to travel to the occasional meeting. We offer a company cycle purchase scheme but do not have a company car scheme as a benefit. Surevine offset the carbon of any flights which need to be taken for business. We have initiatives in the business to ensure that the computing resources we use are minimized and the approach we take to designing the systems is designed to bear that in mind when delivering solutions for our clients. We look to select suppliers whose own approach aligns with ours to climate change.

  Covid-19 recovery

  Surevine's fully distributed way of working meant that our team were in a stronger position than many others to be prepared to be able to continue to work during COVID lockdowns. In fact, we were consulted by our customers (including large public sector organisations) on how we managed our way of working. We changed our policies in advance of national policies changing and completely closed down our physical offices in March 2022. We cancelled all travel (national and international) for work reasons. People were able to socially distance and shield with no change to their working patterns. We then monitored and managed cautious changes to that in response to pandemic. We supported local communities through the donation of equipment to support households who did not have the same levels of digital connectivity and did what we could to continue to contribute to our Industry through online meetups, conference etc. We actively incentivised immunisation. Our way of working meant that our business continuity was relatively unaffected, and as the restrictions have been lifted have meant that people are able to safely continue working with almost no impact. There has been no return to the office or hybrid working for most people (unless they specifically requested and needed it) as most people have always worked from home.

  Tackling economic inequality

  Surevine have always operated as a fully-distributed company. This has allowed us to employ people from across the UK, including some regions that are more economically disadvantaged. We pay for our employees to have the best possible internet connectivity to their homes, and ensure that all of their expenses incurred in setting up their working environment are covered. For those whose home working environment is not adequate, we fund their set-up and use of the a nearby office space so as to ensure that there are no commuting costs to consider. Our approach to flexible working means that those who have caring responsibilities are to the greatest extent possible able to undertake those whilst continuing to fully contribute to their work commitments. We encourage and support our team members to take a visible role in the community, acting as role models for young people in their community. Members of leadership team take active roles working in schools in economically disadvantaged wards, encouraging young people through Cadets or Duke of Edinburgh schemes, and coding clubs. We donated significant amounts of IT equipment during the pandemic to support homes without adequate resources.

  Equal opportunity

  Surevine are committed to increasing the diversity of our people. We periodically survey our people against a number of criteria to measure our progress. Our distributed business model means we are able to actively recruit employees from economically challenged parts of the UK. Our involvement in mentoring programmes means that we are able to act as role models in those communities. Surevine are committed to increasing the number of women in our workforce and in the industry. One third of our board of directors are women and over a third of our workforce overall. We supported the Cyber Girls First initiative since its inception, and are signed up to the Tech Talent Charter, committing to more representation from women in our industry. We have benefitted from the neuro-diversity of our employees over time, and our mental health support initiatives are geared towards inclusivity. Due to the distributed way of working, we have likewise been able to support those with disabilities that limit their mobility.

  Wellbeing

  Surevine's approach to wellbeing starts with a genuinely flexible approach to working. There are no core hours Company-wide, teams agree locally what works for them, taking into consideration the needs of each individual. This flexibility means that people wanting to take more active roles in - for example - shared parental responsibilities, or having other caring duties are routinely able to do so as a matter of course. Indeed, we have a number of people who have reduced working weeks by default. Across the company we try and promote health and wellbeing, with a whole company "step challenge" having being well established (those without step trackers have them provided by us.) Surevine are distributed by default, so people don't have a stressful commute to get to work. Many Surevine employees do, though, have standing desks to encourage them to spend less time sitting and everyone nominates an alternate co-working space locally which they can use as often as they need to get some human contact. In order to maintain a sense of team spirit, we have quarterly all-hands residential meetings and at these we often focus on wellbeing. We have company 5k runs at each of those (with Surevine team running kit!) We have a particular focus on mental health, including training in mental health first aid and company-wide awareness events. Surevine's cycle purchase scheme has proved popular, and for those who do occasionally need to travel to client or team meetings are incentivised to do so by walking, cycling or using public transport. Breakfast is on us for those that do!

Pricing

• Price: £173 a unit an hour
• 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 tenders@surevine.com. Tell them what format you need. It will help if you say what assistive technology you use.