FirstServ Ltd

Cloud Support Service

We manage and support cloud apps, infrastructure, and architecture so your business can get the most of your cloud-based tools.
We Can Support: Cloud-Based applications, Cloud Infrastructure, Core Business Apps, Cloud Integrations and Security Tools

Features

• System Design and Assurance
• Application Centric Cloud Blue-Print Design
• Dependency Mapping Between Applications
• Fixed Price Delivery
• Future capacity planning
• Migration planning and support
• Compliant Cloud Security
• Maximized Performance
• Measured ROI

Benefits

• Cost Savings and Optimization
• Reliability of Cloud Service
• Reliability of Cloud Service
• Reduces Deployment Times
• Warranty after Migration
• Dedicated Account Manager
• Maximized Operational Efficiency
• Compliant Cloud Security
• Known Project Costs with Fixed Price Delivery
• Vendor Engagement to obtain preferential pricing and commercial support

£100 to £750 a unit

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

Framework

G-Cloud 13

Service ID

541604040347284

Contact

Sebastian Tyc
02030539704
seb@firstserv.com

Planning

• Planning service: Yes
• How the planning service works: We will work with buyers at no cost to assess their project’s overall viability, effort and cost associated with leveraging the cloud. With their input, we will create a “Implementation Map” that serves as a living document that gets refined throughout the life of their project.; The Decision Systems Implementation map will addresses the following aspects:; - Business Objective (What specific results do they aim to achieve with the cloud deployment?); -Challenges/Opportunities (What is the perceived gap between the existing & desired state?); -Solution Capabilities (How will the proposed solution impact the objectives & challenges?); -Financial Impact (Quantify the impact in either cost savings or improved operational efficiencies)
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We provide basic security consultancy/training for all managed cloud hosting services at no extra cost.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our in-house experts are all about solutions, making your maximum benefit, our minimum requirement. We can manage all technical, service and commercial aspects of migrating your legacy systems to the cloud, which ensures that your data and software is migrated seamless and safely, and fully integrated with your new cloud infrastructure. We can also recommend and implement migration strategies of moving data, applications or other business mission-critical elements from an enterprise on-premise environment to the cloud, or moving those elements from one cloud service environment to another. Our comprehensive business continuity and disaster recovery plans are fully tested and validated, ensuring that our team is satisfied and confident that the migration has been successful, before we hand it over to you for rigorous testing. Thanks to our solutions-driven approach, we are also committed to changing your local setup, where needed, to connect to your new cloud infrastructure, with a promise to make sure that everything is running smoothly and effectively before your legacy set up is terminated.
• 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: Quality Assurance:Has responsibility for ongoing testing and monitoring of operational activities relative to established policies and guidelines (2nd line of defense). The Quality Assurance group will review its findings to senior business and operations leaders no less than monthly. Based on the results, operating areas will take appropriate action(s) to ensure operational compliance is maintained across the portfolio. As a critical step within the IT Change Request process, all system projects will require robust quality assurance testing to ensure accuracy and completeness of the design and execution of the system change. Any material findings through this process must be adequately addressed and approved.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Infrastructure as a Service (IaaS): This service provides the infrastructure like Cloud Servers, Operating Systems, Virtual Machines, Networks, and Storage on rent basis.; Platform as a Service (PaaS): This service provide support in developing, testing and maintaining of software.; Software as a Service (SaaS): This service provides support to the users that is connected to the applications through the Internet on a subscription basis.

Service scope

• Service constraints: Remote Support Only

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our service desk operates 24/7/365 and is available at weekends.Tickets raised into our service desk are triaged within 15 minutes. They are then dealt with in line with their priority level in line with our service promise and the Service Level Agreements (SLAs) put in place for that contract.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Our friendly support team are available 24/7 to monitor, advise and make requested changes to your infrastructure. We measure all response times via the myFirstServ support ticket system to ensure we deliver a fast and effective service that is second to none.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment
• ISO/IEC 27001 accreditation date: 18/01/2021
• What the ISO/IEC 27001 doesn’t cover: All processes are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: FIS Global
• PCI DSS accreditation date: 17/03/2022
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  Firstserv takes its responsibilities towards the environment seriously, and we are committed to reducing our carbon footprint. We are pursuing green hosting policies, which in turn helps our customers to be greener themselves. Firstserv's Green Hosting has several components, including energy reduction, renewable energy sources, carbon offsets and recycling.
• Equal opportunity:

  Equal opportunity

  At FirstServ we believe in encouraging and fostering Equal Opportunities and Diversity to ensure that all job applicants, employees, suppliers and clients of the Company receive equal treatment regardless of race, colour, age, ethnic or national origins, religious beliefs, sex, trans-gender, sexual orientation, marital status, civil partnership status and disability. We also want to ensure that equality and diversity is integral to all our activities taking into account every stage of our work.

Pricing

• Price: £100 to £750 a unit
• 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 seb@firstserv.com. Tell them what format you need. It will help if you say what assistive technology you use.