VAAMG Consulting

SaaS Applications Support Services

Our SaaS Application Support offer range of activities to ensure smooth operations, optimal performance, and customer satisfaction including technical support, troubleshooting, bug fixes, updates and patches, data backup and recovery, security management, and user training. Allowing businesses to focus on their core activities and letting us handle the technical aspects.

Features

• Technical Support - Troubleshooting technical issues and resolving software bugs.
• Maintenance-Updates- To ensure the SaaS application is up-to-date.
• Customization and Integration- To meet specific business needs.
• Performance Monitoring - For operational improvement and optimal performance.
• Data Security and Compliance - To protect sensitive information
• 24 X 7 support assistance for troubleshooting and queries
• Reporting and Analytics - to drive actional insights
• Disaster-Recovery and Business-Continuity: To ensure data resilience and operational.
• Strategic Consultation to provide tailored solutions
• Regression Testing

Benefits

• Enhanced Software Performance maximizing uptime and minimizing disruptions.
• Reduced Downtime by prompt troubleshooting and resolution
• Cost Saving by eliminating need for in-house IT infrastructure
• Expert guidance from access to a team of experienced professionals
• Increased Productivity by use of reliable software performance
• Increased customer satisfaction by use customized and flexible solution
• Accommodation of evolving customer needs allowing for seamless scalability
• Increased customer trust resulting in increased ROI

£400 to £1,800 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 munish.goswami@vaamg.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

479767335344594

Contact

Munish Goswami
07795046978
munish.goswami@vaamg.com

Planning

• Planning service: Yes
• How the planning service works: We specialize in providing planning services for the implementation of cloud-hosting and cloud-software solutions to our clients. Our approach goes beyond just outlining a plan since we actively assist in both planning process and execution to ensure successful implementation. We begin with engaging in thorough business analysis to understand our clients' needs, goals, and challenges. This involves collaborative sessions where we work closely with stakeholders to gather insights and requirements. We then leverage this information to formulate a comprehensive plan that addresses all aspects of the implementation. Our team actively participates in solution design, translating the gathered requirements into actionable steps. We ensure that the proposed solutions align with client’s objectives and are technically feasible. Throughout this phase, we emphasize close collaboration to ensure alignment and transparency.; Moreover, we take a proactive approach to security architecture, integrating robust security measures into the implementation plan from the outset. This includes conducting thorough risk assessments and designing security protocols to safeguard data and systems.; Once the planning phase is complete, we don't simply handover the implemented services but remain actively involved in the execution. We provide support and guidance every step of the way to ensure that the plan is implemented effectively.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We ensure a comprehensive training for cloud software and hosting services once we have transitioned a services. Our training programs are designed to equip the incoming team members with the necessary knowledge and skills to effectively manage and utilize transitioned services/infrastructure. We understand the importance of ensuring continuity and proficiency in handling cloud technologies, which is why our training covers essential topics such as the architecture layout, deployment strategies, best practices, and optimization techniques. Through interactive sessions and hands-on exercises, we empower the incoming team to confidently navigate through the new environment and leverage its capabilities to support business objectives. Our goal is to ensure that the new team members are fully equipped to take over the management and operation of the cloud infrastructure with confidence and competence.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We specialize in guiding buyers through seamless migrations to the cloud or transitions between cloud services. Our approach is grounded in thorough assessment, meticulous planning, and expert execution. Beginning with a comprehensive evaluation of the buyer's existing infrastructure and requirements, we craft a tailored migration plan that addresses their unique challenges and objectives. Leveraging our expertise in architecture design, we architect scalable, secure, and optimized cloud environments that align with the buyer's business goals. Our team manages the entire migration process, from data and application migration to testing and validation thus ensuring minimal disruption to business operations. We provide comprehensive training and support to empower users in navigating the new cloud environment effectively. With our assistance, buyers can confidently embrace the benefits of cloud computing, unlocking greater scalability, flexibility, and efficiency while minimizing risks and maximizing their return on investment.
• 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: We specialize in assisting buyers with comprehensive quality assurance (QA) and performance testing to ensure the reliability, functionality, and scalability of their software solutions. Our approach begins with a thorough understanding of the buyer's requirements, objectives, and technical specifications. Leveraging industry-leading methodologies and tools, we design and execute rigorous testing scenarios tailored to the buyer's unique needs. Our team conducts functional testing to validate that the software meets the specified requirements and performs as expected under various use cases. Additionally, we perform non-functional testing, including performance testing, load testing, and stress testing, to assess the system's stability, responsiveness, and scalability under different conditions. We analyze test results meticulously, identifying and addressing any defects, performance bottlenecks, or vulnerabilities uncovered during testing. Throughout the process, we maintain open communication with the buyer, providing regular updates, reports, and recommendations to ensure transparency and alignment with their goals. Our goal is to deliver software solutions that exceed expectations in terms of quality, performance, and user experience, empowering buyers to achieve their business objectives effectively.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Other
• Other security services: Application and data security

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: VAAMG provides ongoing support for cloud hosting or cloud software services provided by us directly or whether for the services provided by a third -party organization. Our service support remains comprehensive and we ensure that clients can confidently navigate their cloud journey with us. Here’s how we deliver value through our support services: 1. Proactive Monitoring and Maintenance: Our team of experts continuously monitors the performance and health of your cloud software services by to identify and address potential issues before they escalate. 2. Timely Updates and Patch Management: As part of our support services, we ensure that your cloud software services remain up-to-date with the latest patches, updates, and security fixes. 3. Technical Assistance and Troubleshooting: Our dedicated support team is readily available to provide prompt and personalized assistance. 4. Performance Optimization and Tuning: We work closely with our clients and by fine-tuning configurations, optimizing resource allocation, and implementing best practices. 5. Training and Knowledge Transfer: To empower clients team with the skills and knowledge to leverage cloud software services effectively, we offer training sessions and knowledge transfer. 6. Continuous Improvement and Innovation: Our support extends beyond mere maintenance to encompass continuous improvement, innovation and best practices.

Service scope

• Service constraints: As we don’t have physical infrastructure/data centre we don't offer storage or hosting services but we provide IaaS support along with PaaS support for hosting or software provided by a third-party organization / client owned.; The SaaS services are dependent on SaaS software provider and we will have to work with the limitations of the SaaS service vendor.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our dedicated support team is available 24/7 via email or messaging systems to address any questions or concerns you may have We tailor our resolution times based on the priority of the issue, ensuring that urgent matters receive immediate attention. ; Our team is always ready to assist you, ensuring that you receive the assistance you need whenever you need it.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• 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: We have not done any testing's yet but we use Zendesk systems that follow the accessibility standards of meeting the industry standard of WCAG 2.1 AA.
• Support levels: At VAAMG we offer three levels of support services including basic, standard and premium services as below. ; ; Basic Service Level:; • Response Time: Within 24 hours during business hours (Monday to Friday, 9 am to 5 pm); • Support Channels: Email support; • Features: Basic consultation, troubleshooting and assistance, access to knowledge base and self-service resources; • Technical Resource Allocation : Level 0 – Level 1 support team. ; ; Standard Service Level:; • Response Time: Within 8 hours during business hours (Monday to Friday, 9 am to 5 pm); • Support Channels: Email and phone support; • Features: Expedited consultation, troubleshooting and assistance, access to knowledge base and self-service resources, periodic check-ins and reviews; • Technical Resource Allocation: Level 2 – Level 3 SME and specialist support team with partial account and project management support

Resellers

• Supplier type: Not a reseller

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: Atlas - The Citation Hub
• ISO/IEC 27001 accreditation date: 26/10/2023
• What the ISO/IEC 27001 doesn’t cover: 'The provision of systems configuration, design and development, managed IT support, managed resource support and consultancy services to the public and private sectors’; Our certification number is 430762023 and we can share certification copy and details upon request.
• 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

  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Covid-19 recovery

  To contribute to COVID-19 recovery and support local communities, VAAMG is committed to implementing activities that prioritize the following:; ; 1. Creating Employment Opportunities - This includes facilitating access to new opportunities , helping individuals transition back into the workforce, and supporting their professional development.; 2. Business and Organizational Support: This includes offering guidance and resources to help businesses adapt to new ways of working, innovate their service delivery models, and overcome operational hurdles brought on by the pandemic.; 3. Promoting Health and Wellbeing: VAAMG prioritizes initiatives that support the physical and mental health of individuals affected by COVID-19. We work to reduce the demand on health and care services by promoting healthy lifestyles, mental wellbeing programs, and access to healthcare resources for those in need.; 4. Enhancing Workplace Conditions: We advocate for workplace conditions that support the COVID-19 recovery effort. This includes implementing effective social distancing measures, facilitating remote working arrangements where feasible, and promoting sustainable travel solutions to minimize the risk of virus transmission and ensure the safety of employees.; By focusing on these key activities, VAAMG aims to play a significant role in the recovery and resilience-building efforts within local communities, contributing to the broader global recovery from the impacts of the COVID-19 pandemic.

  Equal opportunity

  To promote equal opportunity VAAMG is dedicated to implementing activities that prioritize the following:; 1. Identifying and Tackling Inequality: We take proactive measures to identify and address inequality in employment, skills development, and pay within our contract workforce. This includes conducting regular equity assessments, implementing fair and transparent hiring practices, and providing equal opportunities for career advancement.; 2. Supporting In-Work Progression: We support individuals from all groups and help them in progressing to higher-paid roles by facilitating skills development relevant to our contracts. This involves offering mentorship programs, skills training initiatives, and career pathway opportunities to enable upward mobility and economic empowerment.; 3. Advocacy and Influence: Through our contract delivery, we advocate and raise awareness about the importance of inclusivity and diversity. ; 4. Skills Development and Training: We support all individuals despite of groups, ethnicity and gender and ability in developing new skills relevant to our contracts. This involves offering training schemes that lead to recognized qualifications, providing access to professional development opportunities, and promoting lifelong learning initiatives to enhance skill sets and employability.; Through these initiatives, VAAMG strives to create a more inclusive, equitable, and diverse workforce while actively contributing to the reduction of workforce inequality and the promotion of equal opportunities for all.

  Wellbeing

  To promote health and wellbeing and improve community integration, VAAMG is committed to take tangible actions to support the health and wellbeing of our workforce, focusing on both physical and mental health. This includes providing access to wellness programs, promoting work-life balance initiatives, and offering resources for stress management and mental health support.Through the delivery of our contracts, we advocate for and influence positive health and wellbeing practices among our staff, suppliers, customers, and communities. We raise awareness about the importance of prioritizing health and wellbeing, healthy living practices. Some of our programs for well being includes. ; 1. Wellness Programs: Implement wellness programs that include activities such as desktop yoga sessions and mindfulness workshops to support physical and mental health.; 2. Flexible Work Arrangements: Offer flexible work arrangements, including remote work options and flexible hours, to promote work-life balance and reduce stress.; 3. Mental Health Support: Provide access to mental health resources, such as counselling services and employee assistance programs, to support employees' emotional wellbeing.; 4. Training and Development: Offer training and development opportunities to enhance skills, promote career growth, and boost job satisfaction leading to wellbeing. ; 5. Social Events: Organize social events and team-building activities to foster camaraderie, strengthen relationships, and promote a sense of belonging among employees.; Through these initiatives, VAAMG aims to contribute to the overall health and wellbeing of individuals and communities while fostering a sense of unity, belonging, and integration within the communities we serve.

Pricing

• Price: £400 to £1,800 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 munish.goswami@vaamg.com. Tell them what format you need. It will help if you say what assistive technology you use.