Totally Communications Ltd

Cloud-based support services and consultancy

We offer cloud-based support services and consultancy in all aspects of cloud-related development and support. We support LAMP-based Open Source technology as well as taking over pre-existing legacy cloud-based systems. We ensure all the software we support delivers robust scalable cloud-based technology and reliability to add significant value to organisations.

Features

• Cloud-related development and support for organisations.
• Support for LAMP-based Open Source technology.
• Expertise in taking over pre-existing legacy cloud-based systems.
• Robust and scalable cloud-based technology solutions.
• Reliable software support to minimise business risk.
• Assistance in reducing deployment time for cloud-based solutions.
• Consultancy services for cloud-related projects and initiatives.
• Value-added support to enhance organizational performance.
• Expert guidance in implementing and optimising cloud technologies.
• Ensuring data security and compliance in cloud-based environments.

Benefits

• Improved operational efficiency and productivity through cloud-based solutions.
• Enhanced scalability to meet changing business needs and demands.
• Reduced IT infrastructure costs by leveraging cloud technologies.
• Increased data security and compliance in cloud-based environments.
• Streamlined collaboration and communication across teams and departments.
• Faster deployment and implementation of cloud-based solutions.
• Minimized business risk through reliable software support and consultancy.
• Access to expert guidance and knowledge in cloud-related development.
• Added value to organisations by delivering robust and scalable technology.
• Significant cost savings by eliminating need for legacy system maintenance.

£850 a unit a day

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 hello@totally.group. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

605852534726480

Contact

Toby Mason
020 8050 3157
hello@totally.group

Planning

• Planning service: Yes
• How the planning service works: We understand the complexities of planning and implementing cloud based software and hosting which is why we work collaboratively with clients to lead them through every step of the process. We are strong advocates of workshops which allows our team to fully immerse themselves within clients business processes in order to help formally define and capture requirements. Our architects have extensive experience designing and implementing scalable robust cloud based architecture and can ensure this experience is used and passed on to clients.
• 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 works in collaboration with clients the ensure we gain an absolute understanding of existing software and the current hosting platform. For non cloud based software, our analysts will determine if the software is in a state where it can be migrated to the cloud. We can subsequently define and execute the necessary steps required to prepare software for cloud migration. For existing cloud based software that requires migrating, we gain an understanding of any shortcomings in the existing software and the hosting service and feed these into the requirements specification for the new cloud hosting service. Our team have an acute understanding of a number of different cloud based hosting providers and will ensure the most cost effective robust solution is selected. Prior to implementing a migrated software system, our Quality Assurance and Testing teams will work with you to ensure everything is fully tested to ensure a smooth transition
• 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: Our team works in collaboration with clients the ensure we gain an absolute understanding of all relevant software that requires quality assurance and performance testing. We focus all aspects of testing and Quality Assurance including functional testing, performance testing, Accessibility testing (if required) and all aspects of data and system security. Our Quality Assurance team will work with you to help create a formal test plan that will support all your requirements. We can create a mixture of manual test plans as well as automated test routines which will enable routine tests to be re-executed on demand. We can also help set up automated test routines that can be triggered based on code or environmental changes, to ensure all systems remain robust and operable. In relation to performance, we take a holistic view. We can set up performance tests to stress test software. Also cloud based hosting are ideal for ensuring scalability so that performance is maintained.

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: We have a dedicated first line support team which is our initial contact point for all cloud software support and hosting services. We have a formal helpdesk support ticketing system where all support requests can be logged along with a priority which is monitored constantly. Although we have Service Level Agreements which dictate response times to support issues, we encourage phone follow-up conversations for any item that clients feel requires immediate attention. For cloud software support issues, our first line support team will work closely with our Quality Assurance team to replicate and verify support issues. Any issue that can be dealt with immediately will be done, and anything requiring specialist software development experience will be escalated and dealt with. For cloud hosting support, all issues are escalated immediately to our highly experienced dev-ops team who have advanced knowledge of Amazon Web Services (AWS), Rackspace and other major cloud providers environments. In addition, we use a vast array of online monitoring tools that constantly check live cloud hosting environments and issue alerts to our Dev-ops team to take action, as such most issues are often resolved before clients are even aware of the situation. Clients remain informed at all times

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Standard Service Level Agreements covers 9am - 6pm, excluding bank holidays and weekends, ; Response times are as based on priority:; P1 - Total Website/Application Target response = 15 mins, Target resolution = 1 hour.; P2 - Partial Website/Application outage = 4 hours, Target resultion = 24 hours.; P3 - Minor issues and general maintenance, Target response = 24 hours, Target resolution = Agreed on a per incident basis
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: No
• Web chat support: No
• Support levels: Each service issue is categorised into one of the following:; Priority Level,; Type Of Issue,; P1 - Total Website/Application outage:; Issues that render the Website/Application as a whole or any vital function unusable.; Actions that severely compromise the security of the site or data held within it.; P2 - Partial Website/Application outage:; Issues that limit the functionality of the Website/Application to a degree where a user is not able to use the Website/Application to its fullest extent Issues that compromise the user experience of the; website/Application on a regular basis.; Data held or logged is corrupt.; P3 - Minor issues and general maintenance:; Issues causing to constantly function slowly, but correctly.; Minor faults where the whole Website/Application works well but parts are not functioning properly, but this does not affect the overall impact of the Website/Application.; Internal or external non-critical errors.; All other general and scheduled maintenance work or Website/Application additions and changes.; ; The response time against each of the issues:; Priority Level,; Target Response Time,; Time Target Resolution Time,; P1 - Total outage:; 15 mins,; 1 hour,; P2 - Partial outage:; 4 hours,; 24 hours,; P3 - Minor issues and general:; 24 hours,; Agreed on a per Incident basis.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Everything else aside at its core Totally is a “people business”. Without our brilliant team members we would not have been able to build such a robust and successful business. As employers we are fully aware of our responsibilities to them beyond a standard commercial relationship.; A testament to our focus in these areas is the high staff retention rate with our employees, many being with us for over 5 years. Some as many as 10 years. This is unusual, especially for the Technology sector.; Totally embraced remote working before the enforced lockdown in the last 2 years. We actually made it contractual that over and above holidays staff would have to work remote for at least 2 weeks of the year. Many of our staff now work from home or come into the office ad-hoc, whatever their preference.; Flexible working has also always been at our core, allowing team members to work their own hours or take time out of the day for life/family matters.; We support physical health with Private Health Insurance schemes, Onsite Gym, Yoga etc.; Despite not being onsite together as often we still encourage social events as well as time allocated to discuss “non-work related” activities with peers as well as senior management.

Pricing

• Price: £850 a unit a day
• 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 hello@totally.group. Tell them what format you need. It will help if you say what assistive technology you use.