Levett Consultancy Ltd

Cloud Support Service

Levett Consultancy offers a dedicated UK based ITIL enterprise-level support service to troubleshoot and resolve IT incidents for all current Google Workspace and Microsoft 365 editions. As accredited partners of Google and Microsoft, our cloud support package will ensure your investment in using Google or Microsoft or both is maximised.

Features

• UK based ITIL service desk
• Telephone, Email and Video Chat support for Technical issues
• Access to an online service desk 24/7
• Proactive account management
• Proactive service management reviews
• Enterprise Support to get the most of your Cloud platform
• Specialist Support integrating with other Cloud platforms
• Cloud platform advice based on industry best practices

Benefits

• Access to enterprise level certified technical experts
• Consultancy services from certified Cloud experts
• Direct escalation to Google or Microsoft engineers when required
• Google and Microsoft Gold Partner with over 15 years experience
• Guaranteed Service Level Agreements and KPIs
• Flexible support package offerings to meet your requirements
• One stop shop for all your Cloud platform needs
• Supports your organisation Digital Transformation strategy

£550 a unit a year

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

Framework

G-Cloud 13

Service ID

549869795156978

Contact

Stepehen Hazle
01279 799256
gcloud@levettconsultancy.co.uk

Planning

• Planning service: Yes
• How the planning service works: Levett Consultancy ‘Your Cloud’ strategic delivery model is based on meeting our customer's expectations. Our Your Cloud model is designed to help organisations meet the challenge of evolving technology ensuring the right building blocks elements are in place to support a cloud environment. Working with our transformation team we will undertake a cloud support readiness assessment and provide you with recommendations if anything needs addressing before the cloud support service can commence.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Google Cloud - Google Workspace ALL Enterprise Editions
  • Google Cloud - Google Workspace ALL Education Editions
  • Google Cloud - Google Workspace ALL Business Editions
  • Google Cloud - ChromeOS
  • Google Cloud - Google Voice
  • Google Cloud - Google Meet Hardware
  • Google Cloud - Google Credential Provider for Windows (GCPW)
  • Microsoft 365 Education ALL Editions
  • Microsoft 365 Business ALL Editions
  • Microsoft 365 Enterprise ALL Editions

Training

• Training service provided: Yes
• How the training service works: Please see our related offerings in the "Support" section - "Cloud Deployment and Training Services"
• Training is tied to specific services: Yes
• Services the training service works with:
  • Google Workspace Enterprise ALL Editions
  • Google Workspace for Education ALL Editions
  • Google Workspace Business ALL Editions
  • Microsoft 365 Enterprise ALL Editions
  • Microsoft 365 Education ALL Editions
  • Microsoft 365 Business ALL Editions

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Please see our related offerings in the "Support" section - "Cloud Deployment and Training Services"
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Google Workspace Enterprise ALL Editions
  • Google Workspace for Education ALL Editions
  • Google Workspace Business ALL Editions
  • Microsoft 365 Enterprise ALL Editions
  • Microsoft 365 Education ALL Editions
  • Microsoft 365 Business ALL Editions

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Customer satisfaction is a key outcome of Cloud Support service delivery and is something Levett Consultancy is built upon and is embedded into all support staff contractual terms KPI to ensure we are delivering against our published SLA targets.; ; Every logged incident ticket within our service desk systems provides a customer satisfaction survey on close of the ticket. The system we use is known as Customer Satisfaction Score (CSAT). The customer then has the opportunity to rate the service and provide comments. Any dissatisfied rating are reviewed by the Service Manager who will contact the customer discuss the comments with the view of improving service delivery. As of 2021/22 our customer satisfaction service level is a 92% excellent rating.

Security testing

• Security services: 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: Our support service provides dedicated UK based ITIL technical support for resolving incidents and problems when they occur with any of the apps and services within any Google Workspace Edition or Microsoft 365 Edition. Buyers can also call Levett Consultancy if unsure of how something works within their Google Workspace and Microsoft 365 or both platforms.; ; Buyers incidents and problems will be dealt with by a certified Google or Microsoft technicians based at our UK Service Desk. In the event of a technician not being able to resolve on the first contact, then the incident will be escalated to our 3rd line product specialist who work directly with Google and Microsoft enterprise support teams.

Service scope

• Service constraints: Enterprise-level support for Google Workspace (all editions) and Microsoft 365 (all editions) can only be provided when Levett Consultancy has delegated access to your organisation Google Workspace domain or Microsoft 365 tenant.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Levett Consultancy service desk responds to logged tickets within 4 hours during between the hours of 08:00 to 17:00, Monday to Friday. There is no email support during UK Public holidays and weekends. ; ; However, tickets can be logged at anytime all year, with logged tickets being dealt with on the next available working day. The online system also provides end users with a comprehensive self help knowledge base to undertake troubleshooting incidents.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: One support level based on 10 hours credit to use within 12 months from the support start date. Any hours not used within the 12 month period cannot be carried over. Where additional hours are required these can be purchased in additional 5 hours credits.; ; All support incidents and problems are handled by certified cloud support technicians with an escalation path to a technical manager.

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• 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

• Fighting climate change:

  Fighting climate change

  Levett Consultancy is a proud member of the UK Government SME Climate hub where we are part of the business community aiming to halve carbon emissions by 2030 and contribute to net zero by 2050. As a cloud technology focused business, reducing carbon emissions is built into all of our solutions to maximise a green future i.e. transitioning clients from inefficient on-premises server hardware to efficient Cloud Platforms, implementing hybrid working allowing staff to work from home and have video meetings with clients to cut down on carbon emissions caused by travel.
• Covid-19 recovery:

  Covid-19 recovery

  Levett Consultancy throughout the Pandemic was one of the approved Department for Education (DfE) suppliers tasked with deploying Digital Learning Platforms to England schools to ensure learning could continue. Since May 2020 Levett Consultancy has helped over 40+ schools, academies and Multi-Academy Trust transition to the DfE approved Digital Learning Platforms. By being part of this project we have been able to invest in our local communities by creating more job opportunities and skilling frontline workers to become confident in using cloud technologies to enable them to deliver their services from any location.
• Tackling economic inequality:

  Tackling economic inequality

  At Levett Consultancy we take our community social responsibility very seriously. We aim to conduct business in a way that is completely ethical. This means we take into account the social, economic and environmental impact of everything we do. Where possible we predominantly use local uk suppliers to support our business needs. We also have established a community and social responsibility program that enables us to give back to the local communities across the UK that have helped our business grow. We provide employment opportunities for those who are often furthest from employment and as an active member of the Defence Employer Recognition Scheme (ERS), we have been awarded the Silver Armed Services Covenant award by demonstrating our support to defence and the armed forces community and our aligned values with the Armed Forces Covenant. We work with local schools and Academy Trusts to provide work experience opportunities for year 10 and 11 students who are interested in a technology career. We also invest in the National Apprenticeship scheme whereby we provide opportunities for young adults to gain the necessary skills to forge a career within the IT industry. At the end of an apprenticeship we also provide a path for apprentices to work within the company on a permanent basis.
• Equal opportunity:

  Equal opportunity

  Levett Consultancy positively encourages diversity and inclusion at all levels within the organisation, and we are proud to have provided many career development opportunities to past, present and future employees. We are proud members of the Disability Confident scheme to support disabled people in the workplace helping them achieve their work and life goals. As part of our commitment to the Armed Services we provide opportunities for injured service personnel to gain work experience within the IT industry via the Career Transition Partnership (CTP) who help service personnel and their families transition from service life to civilian life. We are also recognised as a Living Wage employer since the scheme was established, and invest in local staff and pay wages which meet everyday needs - like the weekly shop, or a surprise trip to the dentist. We are committed to helping our staff develop and progress their career, to achieve this all staff have individual continuing professional development plans based on the objectives they have set for themselves within their annual performance review. This approach ensures the employee has full control of their career development whilst being guided by experienced mentors to ensure they maximise their potential and achieve their goals. Our ethos is also passed on to our supply chain who before we formally engage with, regardless of size, we will check that their ethos align to our ethos, this includes meeting and complying with modern slavery laws and standards.
• Wellbeing:

  Wellbeing

  Welfare of our employees is a top priority and goes together with our regard to society impact. All Levett Consultancy employees have access to private health care and 1:1 counselling support 24/7 during their employment. An employee work life balance is very important to Levett Consultancy, which is why all staff work 35 hours per week and have access to flexible working when needed. We have also adopted hybrid work environments to allow staff to work from home when required. This approach allows our staff to be more productive whilst allowing the company to reduce its carbon footprint. We take a community approach to delivery of our services and products, where we have set up a customer advisory board made up of our local community of customers. The customer advisory board sits directly with our executive team, whereby any solutions or services we are looking to provide are first ratified by this board to ensure there is a positive impact on our customers and local communities.

Pricing

• Price: £550 a unit a year
• Discount for educational organisations: No

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