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CRAYON LIMITED

Cloud Intelligent Support

Support provided by a team of experts based in the UK with escalation to regional support hubs, and out of hours UK engineers, supported by our backend support agreement with Microsoft. We can offer support for a customer’s entire Microsoft stack under a single agreement with escalation to Microsoft.

Features

  • E-mail and telephone logging of service tickets for Incident Support
  • Level 1 support for end users
  • Level 2 and 3 support by accredited Crayon engineers
  • Escalation support with Manufacturer / Vendor
  • Quarterly service ticket reporting
  • 24x7 support
  • Assigned Service Delivery Manager and service reviews
  • Pro-active System/service monitoring

Benefits

  • Bespoke to each individual customer
  • Reactive, Break-fix support on demand for O365 related services
  • Proactive support whereby the environment will be patched and managed
  • End user support to reduce bandwidth pressures on IT Team
  • Commercially competitive
  • Escalation support with vendor

Pricing

£9,000 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 tenders.uk@crayon.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

5 2 9 1 0 0 2 5 5 7 7 8 1 3 3

Contact

CRAYON LIMITED Andy Cole
Telephone: 01494 418422
Email: tenders.uk@crayon.com

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
Crayon’s Empower-IQ service provides learning and adoption of Microsoft technologies while creating a sustainable mechanism supporting organizational change. This is achieved by using the principles of change management and the premier online learning and adoption platform.

The service will help the customer get the most the investment made in Microsoft technologies and can be used to drive adoption and awareness.

Empower-IQ is an end to end service which not only drives initial adoption but provides a sustainable platform to support ongoing learning and development, driving measurable, companywide, productivity, communication and collaboration.
Training is tied to specific services
Yes
Services the training service works with
  • Microsoft Azure
  • Amazon Web Services

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
No

Service scope

Service constraints
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
End-user support:
P1 - Company wide problem - 15 minute response time
P2 - Multiple users affected - 45 minute response time
P3 - 1 user is affected - 2 hours response time
P4 - Any other request made - 5 days

Backend Support (IT-to-IT):
S1 - Critical - 1 working hour
S2 - High - 2 working hours
S3 - Medium - 4 working hours
S4 - Low - 8 working hours
Requests - 16 working hours

Each severity level has it's own response time from Crayon Management for escalation.
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
No
Support levels
Crayon's Intelligent Support is bespoke to each customer which will produce tailored commercials on a case by case basis.

A Technical Account Manager and Cloud Support Engineer will be assigned to each customer.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
TUV SUD South Asia Private Ltd
ISO/IEC 27001 accreditation date
08/09/2023
What the ISO/IEC 27001 doesn’t cover
Services not included in Crayon Intelligent Support as standard
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

Tackling economic inequality

Tackling economic inequality

Crayons Cloud intelligent support service supports the increase of supply chain resilience and capacity through ensuring the availability of high level skills for supporting the technical environment of public sector businesses around the clock, which depending on the scale of the public sector body may be unachievable without financially damaging investment. This service allows any such body access to around the clock care without having to make significant long term changes to their organisation making high quality services more accessible.

Pricing

Price
£9,000 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 tenders.uk@crayon.com. Tell them what format you need. It will help if you say what assistive technology you use.