Ultima IRIS Token Based Support
For organisations looking to continue supporting their own environment, but wish to call upon a third-line escalation service in the event of a P1 emergency or when an issue arises outside their comfort zone, Ultima offer a flexible, unified token-based support service, providing remote technical investigation, guidance and advisory services.
Features
- Delivered from our UK-based ISO27001 certified 24x7 Technical Service Centre
- Three tiers of support, covering Standard and Enhanced product sets
- Procure tokens in packs of 5, 10, 20 and 50
- Contact our service desk by phone, portal or email
- Unified support for Microsoft, Cisco, Citrix, VMware, HPE and more
- Includes escalation direct to the vendor should it be required
- Access to our ServiceNow portal to view open incidents
- Token packs expire after 12 months or when consumed
- Tokens are not refundable or transferable to consultancy services
- Unused tokens cannot be carried forward to subsequent agreements
Benefits
- Select appropriate level of support for your skills gaps
- Consumption-based pricing, with the ability to top up any time
- The more tokens you buy, the cheaper the per-token price
- Each token permits up to three hours of support
- We connect over a secure RescueAssist session, shadowing your staff
- Monthly service updates across supported vendors, alongside monthly usage report
- Access to Standard and Enhanced product support and response SLAs
- Token based support is a non-intrusive remote interrogation service
- It enables your team to make the recommended resolution actions
- Upgrade between support tiers at any time
Pricing
£1,500 to £16,428.57 a unit a year
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
4 3 6 9 6 8 1 9 5 5 2 7 1 9 2
Contact
Ultima Business Solutions Ltd
Ultima Bid Office
Telephone: +44333 0158000
Email: publicsectorbids@ultima.com
Planning
- Planning service
- No
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Preparation is key to achieve optimum deliverables. Scoping, design and collaboration are the ingredients to successful solution design. To gain a thorough understanding of the customer's current infrastructure and future business goals, a thorough scoping of the environment will be undertaken by Ultima's Technical Architects. Scoping will take place phone. Ultima's Architects will then analyse the results to create the solution of best fit, taking into account any legislative or security requirements that will underpin the design This will then form the understanding for the design sessions. To ensure Customers have full autonomy with solution design, the customer will be presented with each draft of the design, up until it looks and feels the way that the customer wants. This ensures customers have the knowledge and the independence to input into their own design. At which point, the customer will sign-off the design before the next stage of the project commences.
- 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
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by a third-party organisation
- How the support service works
- For organisations looking to continue supporting their own environment, but wish to call upon a third-line escalation service in the event of a P1 emergency (e.g. Citrix Cloud) or when an issue arises which lies outside of their comfort zone (e.g. Microsoft Azure), Ultima offer a flexible, unified token-based reactive support service. Designed to provide remote technical investigation, guidance and advisory services, it provides you with confidence to take action.
Service scope
- Service constraints
-
The following exclusions apply; implementation, configuration and product exploitation, application updates, patches and version upgrades, products no longer in vendor support, altered, damaged or modified products, third party scripts, problems caused by negligence or misuse, on site support, running health check tools or producing output reports, design and planning, hardware break / fix.
Packs are procured up front, with each expiring after 12 months or when consumed. Tokens are not refundable or transferable, nor can they be carried over to further agreements. Each token provides up to three hours support. No roll-over of unused time is permitted between tickets.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Once logged, we will provide you with a unique reference number and assign an appropriate priority, which will determine our response time to you. Response priority is as follows for Standard - P1 (2 Hours), P2 (4 Hours), P3 (8 Hours), P4 (12 Hours), and for Enhanced it is P1 (1 Hour), P2 (2 Hours), P3 (4 Hours) and P4 (8 Hours)
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 A
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- Support is based on Essentials, Advanced and Ultimate tiers, and in Token Packs of 5, 10, 20 and 50.
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Microsoft, Cisco, Citrix, VMware, Check Point, HPE, Meraki, Dell EMC
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Lloyd's Register
- ISO/IEC 27001 accreditation date
- 23/08/2021
- What the ISO/IEC 27001 doesn’t cover
- The certificate covers all areas relevant to this service.
- 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
Fighting climate change
Fighting climate change
Specific targets will be agreed with each customer at contract commencement, such as dedicated hours to a cause, green consultancy, or activities in the local area. However, at a broader level Ultima will deliver wider benefits. Our services are carried out remotely, wherever possible, reducing carbon emissions. Public transport will be encouraged for any mandatory travel. This ensures that customers working with us will have low supply chain carbon emissions. The services provided will also enable our customers to reduce their carbon emissions. For example, reduction of hardware and datacentre reliance through hosting and management. Resources used will be maximised through replicated use, reducing overall impact on the environment. Additionally, for every new member of staff hired, Ultima will plant one tree to offset their carbon footprint. Therefore, through working with Ultima, customers are reducing carbon emissions through a greener supply chain, and through reduction of their own infrastructure.Covid-19 recovery
Covid-19 recovery
Specific targets will be agreed with each customer at contract commencement, such as dedicated hours to CV/interview training, work placement targets, or retraining. However, at a broader level Ultima will deliver wider benefits. Working with Ultima will enable cloud services, and therefore, flexibility to effective and reliable remote working for customers. Therefore, those most vulnerable will have better access to IT services and allow efficient social distancing. Furthermore, Ultima is committed to the mental health of those working with us. Support will be offered to anyone working on each customer contract.Tackling economic inequality
Tackling economic inequality
Specific targets will be agreed with each customer at contract commencement, such as percentage of SME supply chain, work placement targets, or apprenticeships. However, at a broader level Ultima will deliver wider benefits. By working with Ultima, customers will be spending with an organisation with the flexibility to work directly with SMEs, and can offer this as a choice. Ultima work with SMEs as part of the supply chain. Therefore, customers are supporting SMEs through working with Ultima.Equal opportunity
Equal opportunity
Specific targets will be agreed with each customer at contract commencement, such as targeted training, work placement targets, or apprenticeships. However, at a broader level Ultima will deliver wider benefits. Ultima are committed to ending modern slavery. This is demonstrated through the actions outlined in the modern slavery statement. Therefore, by working with Ultima, customers are actively reducing risks associated to modern slavery via their supply chain.
Pricing
- Price
- £1,500 to £16,428.57 a unit a year
- Discount for educational organisations
- Yes