TRUSTMARQUE SOLUTIONS LIMITED

TRUSTMARQUE MICROSOFT CSP (CLOUD SOLUTIONS PROVIDER) SERVICE

As a Microsoft Gold Partner, Trustmarque provides support around a customers CSP subscription. Such as Technical Support, Provisioning, Billing and Subscription Management.

Features

• Incident Management
• Service Desk
• Technical Support
• Provisioning, Billing and Subscription Management
• Cloud Solutions Provider
• Microsoft Azure Expert Managed Services Partner
• Hold all seven (7) Microsoft UK Designations

Benefits

• Single Point of contact for Issues related to subscription/product
• Ownership of incident through Ticketing system
• Access to Technical support specialists for issue resolution
• Defined customer SLA's, ensuring response times
• Cloud Solutions Provider

£450 a unit a day

• Education pricing available

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

Framework

G-Cloud 14

Service ID

457191912728366

Contact

Lorraine Spence
01904 924089
tenders@trustmarque.com

Planning

• Planning service: Yes
• How the planning service works: See other G Cloud Support services available from Trustmarque.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Azure
  • Office 365
  • Dynamics 365

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: See other G Cloud Support services available from Trustmarque.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Azure
  • Office 365
  • Dynamics 365

Quality assurance and performance testing

• Quality assurance and performance testing service: No

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:
  • CHECK
  • CREST
  • Cyber Scheme

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Buyer hosting or software
• How the support service works: Product and Subscription Management Services:; To allow the creation of Subscriptions and provisioning of Products into those Subscriptions either through self-service or, if we agree it, by Trustmarque on behalf of the Customer.; To provide administrative credentials to each Subscription and ensure the Customer can gain access with those credentials from the internet.; To bill the Customer for a provisioned subscription and provide reasonable assistance with any billing enquiries or issues.; To facilitate the Customer in recovering any Service Credits due to them from Microsoft under the Microsoft Cloud Agreement and related terms.; Reactive Support Services:;  To provide operational and technical support with service-impacting issues with the Products.; Trustmarque can additionally supply various levels of Advisory Services subject under the terms of this Agreement.

Service scope

• Service constraints: All support if managed via Ticketing system and support is only offered remotely

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Subject to an agreed SLA.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Support levels: Using the power of cloud, we’ve designed a range of packaged managed services to scale on-demand. The support for these services is straightforward with online access to our 24/7/365 service desk and managed service capabilities.

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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: 06/03/2023
• What the ISO/IEC 27001 doesn’t cover: Anything that is NOT covered in the following: Information Security for the provision and support of the end-to-end IT services; software, cloud, cyber security, managed services and datacentre solutions; including strategy, planning and integration, licensing, deployment, and management of third-party service providers. In accordance with Statement of Applicability version 5.n.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 21/07/2023
• What the PCI DSS doesn’t cover: Trustmarque is PCI-DSS Level 4 Compliant.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO22301 (Continuity and Data Recovery)
  • PSN

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. We have set a target to achieve net zero by 2035. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working, green software solutions and associated services from innovative suppliers to promote digital environmental innovation, promoting sustainable procurement. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Covid-19 recovery

  Trustmarque can provide re-training for those left disadvantaged by Covid-19 through skills training, CV and interview workshops. We promote employment and skills by working with Buyers to identify individuals who can benefit from our incentives, which can include workshops to develop and help those who face barriers to employment and increase digital accessibility for communities and hard to reach groups. We can also provide access to apply for apprenticeship and work experience opportunities. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Tackling economic inequality

  Trustmarque tackles economic inequality through operating a diverse supply chain including many SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Equal opportunity

  Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression. Trustmarque is a Level 1 Disability Confident employer, demonstrating our commitment to employing a diverse workforce so all can flourish. We are committed to a policy of treating all its employees and applicants equally. We are committed to creating an environment where diversity is valued and respected and where our people can bring their different perspectives, and whole selves to work. Inclusivity and equal opportunities for all colleagues are paramount. Trustmarque is a Living wage employer, and we offer 14–18-month apprenticeships. In February 2024 we launched Encircle our DEI network – made by colleagues, for colleagues to support Diversity, Equity, and Inclusion in the workplace. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Wellbeing

  We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. We have a dedicated team of qualified Mental Health First Aiders who offer support to all Trustmarque Group Colleagues to offer advice regarding how to support and signpost – this is linked to the ALGEE mental health action plan. The Work+Wellbeing team also facilitate workshops or share resources to support wellbeing within the workplace, this can be found on our Work+Wellbeing team via the Trustmarque Hub. We have an Employee Assistance Programme which is available 24/7 to all Trustmarque Group Colleagues. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Pricing

• Price: £450 a unit a day
• Discount for educational organisations: Yes

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