MANAGED247 LTD

24x7x365 IT and Cloud Dedicated Desk Support

Managed247 provide 24x7x365 IT Support for Enterprises as a dedicated desk IT service offering.
The desk is manned at all times including public holidays and offers End User, Infrastructure, Cloud and Application support from Level 1 through to Level 3 and Senior Support and Cloud Support Engineers.

Features

• 24x7x365 IT support including weekends and public holidays
• Continuously staffed service desk without reliance on call cover
• Dedicated service integrating with existing customer IT teams
• End user support for devices operating systems and applications
• Infrastructure support covering servers networks storage and virtual platforms
• Cloud support for Microsoft 365 Azure and hybrid services
• Application support for business critical and line of business systems
• Multi tier support from Level 1 to senior engineers
• Access to senior support and cloud engineering expertise
• Service delivery aligned to ITIL best practice frameworks

Benefits

• Provides continuous IT support improving service availability and resilience
• Reduces operational burden on internal IT resources
• Supports focus on strategic priorities rather than reactive support
• Improves incident response and resolution performance
• Delivers enterprise capability without permanent staffing increases
• Improves end user experience and service consistency
• Scales in line with organisational demand
• Provides access to specialist technical expertise when required
• Ensures consistent service during absences and peak demand
• Offers predictable service delivery and cost management

• Education pricing available

Service documents

• 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 hello@managed.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

583410323736072

Contact

Commercial Team
0800 033 4800
hello@managed.co.uk

About the service

• Service categories:
  • Cloud Support Services
    • Ongoing Support
      • Product support capabilities
        • Product support capabilities
      • Logging and management of incidents
        • Logging and management of incidents
      • Reporting and proactive results analysis
        • Reporting and proactive results analysis
      • Dispatch of service technicians and/or parts
        • Dispatch of service technicians and/or parts
      • End user training coordination
        • End user training coordination

Service scope

• Service constraints: Support is delivered from and to UK

User support

• Email or online ticketing support: Yes
• Support response times: P1 - 15 minutes; P2 - 30 minutes; p3 - 2 hours; P4 - 4 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• AI chatbot: No
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: Web Chat has been a live and core part of our service offering for over 10 years
• Support levels: Managed247 provide 24x7x365 IT Support for Enterprises either as part of a dedicated, shared or co-managed IT service offering. ; The desk is manned at all times including public holidays and offers End User, Infrastructure, Cloud and Application support from Level 1 through to Level 3 and Senior Support and Cloud Support Engineers. ; We work hand in hand with vendors such as Microsoft, Google and AWS.; A Technical Account Manager is always provided.

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Pricing

• Discount for educational organisations: Yes

Architecture roles

Network architect

Role level	UK Rate	Offshore Rate
Lead network architect	£1,050.00

Solution architect

Role level	UK Rate	Offshore Rate
Principal solution architect	£1,200.00

IT operations roles

Service desk manager

Role level	UK Rate	Offshore Rate
Service desk analyst	£600.00
Senior service desk analyst	£800.00
Service desk manager	£700.00
Head of service desk	£850.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Thursday 18 February 2016
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Monday 1 February 2016
• What the ISO 9001 doesn’t cover: Nothing is excluded
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 5074d10e-0a3e-4bca-a522-00a64b357612
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• 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
  • 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
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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

Service documents

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