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BDQ

Atlassian Support from BDQ

Atlassian Support from BDQ - an Atlassian Solution Partner - provides flexible consultancy and support for Atlassian's Jira Software, Jira Service Management and Confluence products. It's like having a virtual Atlassian Certified administrator available.
T&M or Annual banks of Enhancement Hours lets you get the support you need.

Features

  • Problem solving, how-to and technical assistance and/or administration
  • Consultancy on the product editions, modules and add-ons you need
  • Best practice and usage guidelines to aid adoption
  • Training courses and bespoke training available
  • Implementation and configuration services, including migration
  • Business change and integration services
  • Custom add-ons development
  • Upgrade and Health-check engagements
  • Workflow, automation and reporting configuration

Benefits

  • Access skilled, qualified technical resources on an as-needed basis
  • Don't pay for more time than you need
  • All work, documentation and communication managed transparently via web portal
  • A dedicated Jira/Asana instance to manage our work together
  • Fixed-price projects or T&M work billed in quarter hour intervals
  • Annual banks of Enhancement Hours available

Pricing

£175 a unit an hour

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 enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 0 0 6 0 4 1 5 8 7 8 6 0 0 1

Contact

BDQ Dominic Bush
Telephone: +44 (0)844 8265 236
Email: enquiries@bdq.cloud

Planning

Planning service
Yes
How the planning service works
As an Atlassian Solution Partner we work with the customer to understand their requirements and deliver these goals following best practice and agile principles. We provide web demos, workshops and training where necessary to help the customer make an informed choice regarding their implementation.

We use cloud-based collaboration and work managment solutions to manage delivery projects, working transparently with you, the customer, so responsibilities and scope are clear at all times.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Atlassian products and third-party plugins
  • Jira, Confluence, Jira Service Management, Bitbucket etc.
  • Zephyr test management products

Training

Training service provided
Yes
How the training service works
BDQ provides training services for our products. For more information please see our other service offerings.
Training is tied to specific services
Yes
Services the training service works with
  • Atlassian products and third-party plugins
  • Jira, Confluence, Jira Service Management, Bitbucket etc.
  • Zephyr test management products

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We can migrate, configure and help your users adopt the Atlassian products from a variety of different source systems.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Atlassian products and third-party plugins
  • Jira, Confluence, Jira Service Management, Bitbucket etc.
  • Zephyr test management products

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As part of the implementation we have both QA and UAT processes. BDQ QA the solution to ensure that it will support any specific requirements that have been configured, before submitting to the Customer for UAT.
We use cloud-based collaboration and work managment solutions to manage delivery projects, working transparently with you, the customer, so responsibilities and scope are clear at all times.

Security testing

Security services
Yes
Security services type
Other
Other security services
  • Permissions audit
  • Implementing permissions schemes based on user requirements

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
How the support service works
Atlassian Support from BDQ - an Atlassian Solution Partner - provides flexible consultancy and support for Atlassian's Jira Software, Jira Service Management and Confluence products. It's like having a virtual Atlassian Certified administrator available.
Fixed Price Projects, T&M or Annual banks of Enhancement Hours gives you the solution you need.

Service scope

Service constraints
Support is normally offered remotely, however BDQ are happy to discuss your requirement, by arrangement

User support

Email or online ticketing support
Email or online ticketing
Support response times
Monday - Friday 9am - 5pm, excluding UK Public Holidays. Our response time is between 4 hours and 2 days depending on the severity of the issue. Out of hours support is available at additional cost.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web chat support is available via Microsoft Teams or Zoom.
Web chat accessibility testing
None.
Support levels
We provide on-demand support to customers requiring assistance, via Cloud Support Engineers and Technical Account Managers. Please see our pricing document for more detail about the costs associated with our different levels of support.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Atlassian

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
No
Other security certifications
No

Social Value

Wellbeing

Wellbeing

BDQ operates a modern, inclusive set of working practices, providing a supportive working environment that takes account of the needs of individual employees, whether they might require flexible hours, mentoring and support, or even company loans to assist with relocations etc. Pay rises are awarded annually at or above inflation to ensure pay keeps pace with the cost of living, and the annual review process is also used to seek opportunities to provide additional help and support to employees.

Many of the Cloud-based services we resell and support have extensive collaboration features, providing various communication channels to promote productivity and flexible working. BDQ staff use many of these services in their day-to-day work, ensuring adoption across the organisation and familiarity with the services to better promote best practices with customers.

The use of these collaboration tools supports flexible working and work from home policies and maintains the social interaction of the office, despite disparate working locations, that is so essential to mental health and wellbeing. These benefits are felt among BDQ staff and the staff of our customers, and in the interactions between them.

Training, including the opportunity to achieve certifications and accreditations in the services, is provided to all staff, and the benefit of this knowledge is transferred to customers own staff through the various training courses and workshops that BDQ provides.

Retrospectives are carried out at the end of each major assignment to seek internal feedback and learn lessons, giving employees a stake in how the business is run. These sessions improve not only BDQ’s internal processes and procedures, but may also lead to significant business decisions, such as a recent Board decision to offer additional discounts to charities seeking our services.

Together, these practices promote a collaborative, consultative working culture within and between BDQ and our customers.

Pricing

Price
£175 a unit an hour
Discount for educational organisations
No

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 enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.