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Ultima Business Solutions Ltd

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

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

Service documents

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