ZURI TECHNOLOGIES
Support as a Service
Our Support as a Service is a cloud service that delivers support through the client journey in the cloud. Providing a customer experience to deliver various support packages (L1, L2, L3) to meet the clients needs & requirements.
Features
- Planning & Solution Design
- Implementation and migration plans
- Triage
- Ongoing support
- Security architecture.
Benefits
- 24x7x365 Support
- Muliti IT skillset
- Flexible and cost effective
Pricing
£700 to £1,000 a unit a day
- Education pricing available
Service documents
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Framework
G-Cloud 14
Service ID
5 5 1 0 5 0 7 4 7 5 1 8 8 0 1
Contact
ZURI TECHNOLOGIES
Kevin Soobadoo
Telephone: +44 (0) 207 993 9344
Email: sales@zuri-tec.com
Planning
- Planning service
- Yes
- How the planning service works
-
Our bespoke solution allows buyers the opportunity to build their ideal solution. We will liaise with the client to understand and design their exact requirements. This will allow us to provide guidance and best practices to allow the architecture to be secure and resilient throughout.
Our planning service will include the following:
Discover:
- Audit, Scope & planning
- Review current status, legacy systems and definition of user requirements
- Opportunities for improvement and cost saving
- Cloud business readiness and change gap analysis
Design:
-Risk analysis and mitigation plan
- Objective plan with target dates for deliverables
- Resource, budget and technical requirements plan
- Transition plan for seamless cloud integration - Planning service works with specific services
- No
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
Our team provide effective, structured migration service for IaaS, across Virtual, Private, Public and Hybrid cloud infrastructures ensuring a fast and non-disruptive implementation of cloud technologies.
Our Technical Lead will review the current environment, challenges and technologies and work with Technical Delivery Teams to ensure a smooth transition.
The Setup and migration will include:
- Detailed scope for a non-disruptive migration to cloud services.
- Design/Architecture bespoke to the cloud solutions
- Implementation and migration
- Migration Plan.
- Review legacy systems and how they can be re-used or deactivated
- Disaster recovery strategy
- Training, workshops, demonstrations and documentation
- Post migration review
- Ongoing support and service management - 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
-
As part of our quality assurance and performance testing, we provide a broad range of comprehensive quality assurance services covering, functional and non-functional requirements.
This allows us to work with organisations to define the quality assurance and testing approach needed to ensure a smooth transformation to the cloud with minimal business impact.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security design
- Cyber security consultancy
- Security incident management
- Security audit services
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
-
All infrastructure-based cloud services we support, will be monitored by our support desk support and will be monitoring the users usage and capacity.
Users will have access to our 24x7 support desk by either phone and email.
Any application-based cloud services we support, users will have access to our 24x7 support desk including access to our 1st, 2nd and 3rd line support engineers that can provide support either on-site or remotely (subject to availability). If you require a L1, L2, L3 engineer to redesign, implement, or provide configuration assistance, this will be a chargeable service. Please refer to our pricing guide for further information.
Service scope
- Service constraints
- No service constraints are applicable to our support desk as we operate on a ticketing system that allows our team to manage support tickets assigned to ticket owners.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Our response times are determined by the customer's respective SLA (Service Level Agreement).
As an example, please see indicative response times:
Support Tickets Requests:(24 x 7 x 365)
Severity 1 (Loss of Service) - 30mins
Severity 2 (Intermittent Loss of Service) - 1 hour
Severity 3 (Non-service Impacting) - 2 hours
Severity 4 (Investigation ) - 12 hours
Service/Change Ticket Requests: (24x7x365)
Severity 1 (Emergency) - 1 hour
Severity 2 (Urgent) - 2 hours
Severity 3 (Planned) - 4 hours
Severity 4 (Maintenance) - 12 hours - 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
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
-
Our support level includes both in-hours and out of hours support with 24x7 or 9x6x5 telephone & email communication as part of our cloud solution.
The support levels are agreed as part of the SLA and are in place to determine the severity of the incident in hand.
For example, issues relating to either access or a drop in internet connectivity would be deemed as critical, with the SLA reflected to ensure a prompt response to our customer. Less critical requests will be responded to in the respective time frame.
If you require a L1, L2, L3 engineer to redesign, implement, or provide configuration assistance, this will be a chargeable service. Please refer to our pricing guide
Each customer will have a dedicated Account Manager as well as a Technical resource dedicated to their account. The Account Manager will act as the day to day contact for the customer ensuring their needs are being met whilst the technical resource will be on hand to answer and resolve matters of a more technical nature. In both cases, their will be further cover for the customer should their primary contacts not be available.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- QMS
- ISO/IEC 27001 accreditation date
- 25/05/2017
- What the ISO/IEC 27001 doesn’t cover
- N/A
- 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
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
We understand that tackling climate change is everyone’s responsibility and we fully support the strategies for decarbonising all sectors of the UK economy to meet the net zero target by 2050. Our aim is to continue with educating our staff on ways as a business we can help protect the environment by recycling goods, reducing waste, smarter use of energy, as well as being as green as possible.Covid-19 recovery
As a socially responsible company our priority is to ensure the health and wellbeing of employees, clients and the community at large. Our staff continue to be encouraged to stay away from the office and isolate should they either feel the symptoms of Covid or indeed test positive. We encourage a working from home protocol when required to reduce the risk of contagion.
Our internal systems and processes are resilient and offer a flexible and secure means of access, ensuring a seamless approach to our day-today activities. This results in a ‘business-as-usual’ protocol. This is further bolstered by disaster recovery measures which allow our business to be able to continue with limited impact.
As part of our ongoing recovery from COVID-19 we have implemented the following objectives to manage and recover from the impact of COVID-19:
- Improved and flexible workplace conditions
- Training and re-training of staff
- Wellbeing meetings to support staff affected by COVID-19
Our business has also enabled our clients to operate from their homes, where they have been required to isolate and stay away from the office. Their ability to continue working from home means their businesses in turn are able to continue to operate throughout the Covid epidemic and in turn see their business flourish.
Our continued effort to provide both our staff and clients alike, with the ability to work from home does not stop there. We also support our team in times of mental and physical stress by allowing them the time they need to seek the professional help they require to help them on their road to recovery.
The continuation of our service results in our need to find new people to join the business and help the growth of the firm in a socially responsible manner.Tackling economic inequality
We understand the need to provide opportunities to those who have not been able to take advantage of the education system or have fallen in between the cracks of the social environment they have been raised in. Our apprenticeship program is primarily in the field of Information Technology, where we see a huge gap in human resources. These apprenticeships provide real world experience and provide a fast track into the technology industry and work amongst other members of the team who can share their knowledge and experiences.
We are also committed to the development and growth of our employees and are proud to have a workforce whom we continue to invest in by offering training at all levels of the business.
We offer competitive remuneration as well to continue to invest in their development giving them further exposure new technologies and regulatory changes, coupled with career ‘Personal Development Plans (PDP).Equal opportunity
At Zuri Technologies, we are committed to actively promoting diversity and equality of opportunity for all, irrespective of colour, religion, or social background. This is reflected in the diverse team we currently have at Zuri Technologies. We recognise that people come from a wide variety of backgrounds will give us a range of skills, abilities and experience; highlighting our commitment to these areas and outline the standards we expect from our staff and wider stakeholders.
We also welcome those people with disabilities and operate from premises which provide full mobility access to all parts of the office.Wellbeing
Wellbeing is an important part of Zuri Technologies as we are focused on our employees’ mental and physical health and wellbeing are always a priority. We promote healthy lifestyles and positive mental health by encouraging our staff to better manage the demands of work-life balance. We regularly participate in team events, whether this be fortnightly football training or participating in events such as Tough Mudder, where we work as a collective team.
Mental health is a disease which is becoming more prevalent, and we recognise the need to offer staff the time they need to obtain the professional assistance they need. If staff are away from the office because of this issue, we maintain regular contact to track their recovery until they are ready to come back to work, where ‘back-to-work’ meetings are held.
Pricing
- Price
- £700 to £1,000 a unit a day
- 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 sales@zuri-tec.com.
Tell them what format you need. It will help if you say what assistive technology you use.