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NEXUS OPEN SYSTEMS LIMITED

Nexus Managed IT Service

Nexus provides fixed-cost support services for your end users and devices. Nexus Managed IT Service is our 'proactive' Managed Support service. We provide our clients with a dependable IT support service which is monitored 24/7, backed up by sophisticated systems designed to protect the security of your users and information.

Features

  • 24/7 Managed Security Operations Centre (SOC) monitoring and intervention
  • Microsoft Office 365 backups
  • Managed Microsoft M365 Defender Endpoint Security
  • Service Desk Facility providing expertise with 24/7 monitoring
  • Desktop/Laptop warranty management
  • Dark Web Scanning and reporting
  • Managed Phishing campaigns and Training for your staff
  • External Vulnerability IP scanning
  • Maintaining Cyber Essentials standards
  • Email footer management

Benefits

  • Cyber Security features & Maintenance of Cyber Essentials compliant systems
  • Proactive technical standards alignment designed to mitigate risk
  • Reduce risk of data loss from Microsoft Office 365 accounts
  • Quickly identify data and password leaks onto the Dark Web
  • Managed Phishing campaigns and awareness for your staff
  • Email footer management for consistent approach to signatures
  • Commitment to continually drive improvements for your business
  • Fixed cost proactively managed IT service with a dedicated vCIO
  • Full onboarding process to ensure seamless support
  • Strategic ongoing planning and clear roadmap for technology

Pricing

  • 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@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

5 4 2 3 5 3 3 6 2 1 9 8 6 2 7

Contact

NEXUS OPEN SYSTEMS LIMITED Stuart Wilson
Telephone: 01392 205095
Email: tenders@nexusos.co.uk

About your service

Service categories

Cloud Support Services

Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • Dispatch of service technicians and/or parts
  • Other

Service scope

Service constraints
This service provides technical support for the IT environment remotely wherever possible.
Service available during business hours 08:00-18:00 weekdays, not including Bank Holidays in England and Christmas Day. Outside Business Hours may also be offered for Critical issues only (priced separately).

User support

Email or online ticketing support
Yes
Support response times
Within the same business day and during normal business hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
EN 301 549
Web chat accessibility testing
We use our own multi-lingual AI Call Agent to answer incoming telephone support calls as an overflow when the service desk is busy and as the first point of call outside business hours. We can offer the AI Call Agent number to anyone wishing to make use of this service directly or in the absence of a human (particularly useful for support in other languages or other accessibility scenarios). The AI Call Agent can offer general advice, help the caller resolve an issue directly, pass the caller to a Service Desk Engineer (during normal business hours) and raise a support ticket.
Support levels
Consultation and account management is provided by a dedicated virtual Chief Information Officer (vCIO), working in conjunction with Technical Alignment Managers.
This support may be quoted as monthly recurring service, payable either monthly or annually in advance.
Support and service delivery is carried out by our Service Desk consisting of 1st/2nd and 3rd line technical engineers and senior technical consultants. We offer support from P4 up to P1/Critical support issues with an option to subscribe to additional Outside Business Hours critical support if required.
Pricing is calculated in relation to the number of users/types of users/location of users to be supported.
As a Microsoft Solutions Partner, we also subscribe to direct support with Microsoft.
AI chatbot
Yes

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft (and other partners & vendors)

Staff security

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

Pricing

Discount for educational organisations
Yes

Architecture roles

Enterprise architect
Role level UK Rate Offshore Rate
Enterprise architect £1,412.00 £1,553.00
Network architect
Role level UK Rate Offshore Rate
Network architect £1,412.00 £1,553.00
Security architect
Role level UK Rate Offshore Rate
Security architect £1,412.00 £1,553.00
Solution architect
Role level UK Rate Offshore Rate
Solution architect £1,412.00 £1,553.00
Technical architect
Role level UK Rate Offshore Rate
Technical architect £1,412.00 £1,553.00

Chief digital and data roles

Chief information security officer
Role level UK Rate Offshore Rate
Chief information security officer £1,262.00 £1,388.00

Cyber security roles

Cyber security audit and assurance
Role level UK Rate Offshore Rate
Lead cyber security audit and assurance £1,313.00 £1,444.00
Cyber security governance and risk management
Role level UK Rate Offshore Rate
Lead cyber security governance and risk manager £1,313.00 £1,444.00
Cyber security monitoring
Role level UK Rate Offshore Rate
Lead cyber security monitoring £1,313.00 £1,444.00
Cyber security incident response
Role level UK Rate Offshore Rate
Lead cyber security incident response £1,313.00 £1,444.00
Cyber security vulnerability management
Role level UK Rate Offshore Rate
Lead cyber security vulnerability management £1,313.00 £1,444.00
Cyber security digital forensics
Role level UK Rate Offshore Rate
Lead cyber security digital forensics £1,313.00 £1,444.00
Cyber security testing
Role level UK Rate Offshore Rate
Lead cyber security penetration testing £1,313.00 £1,444.00
Cyber security secure design
Role level UK Rate Offshore Rate
Lead cyber security secure systems architecture and design £1,313.00 £1,444.00

IT operations roles

Business relationship manager
Role level UK Rate Offshore Rate
Business relationship manager £1,262.00 £1,388.00
Senior business relationship manager £1,262.00 £1,388.00
End user computing engineer
Role level UK Rate Offshore Rate
Associate end user computing engineer £681.00 £750.00
End user computing engineer £943.00 £1,037.00
Senior end user computing engineer £1,052.00 £1,157.00
Infrastructure engineer
Role level UK Rate Offshore Rate
Associate infrastructure engineer £1,052.00 £1,157.00
Infrastructure engineer £1,262.00 £1,388.00
Senior infrastructure engineer £1,262.00 £1,388.00

Product and delivery roles

Programme delivery manager
Role level UK Rate Offshore Rate
Programme delivery manager £1,052.00 £1,157.00

Quality assurance testing (QAT) roles

Test engineer
Role level UK Rate Offshore Rate
Test engineer £1,262.00 £1,388.00

Non-mandatory Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
Thursday 29 April 2021
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2022 certification
No
ISO 9001 certification
No
Quality management systems (QMS)
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Please provide your Cyber Essentials Certificate Number
77bb768a-1d04-4ac5-918d-942a5ce2fe2a
Cyber essentials plus
Yes
Please provide your Cyber Essentials Plus Certificate Number
D611c9ae-a5c9-4449-bdea-bc5b9d580cf3
Other security certifications
No

Social value

Section B - Commitment for Future: Delivery

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.