Stone Technologies Limited trading as Converge Technology Solutions

Stone Assured Support Services

Stone Assured is our comprehensive software and hardware support package, providing you with support on your critical infrastructure and devices through our dedicated support desk. Our flexible approach to support allows you match service level agreements across all your technologies, to create a truly bespoke package to your
requirements.

Features

• 24x7x365 access to log support tickets
• Triage and resolution or workaround of hardware incidents
• A point of contact and escalation
• Onsite Technician response – All parts and labour included
• Service Management
• Support for Cisco,Dell,HP,NetApp,Hitachi,Lenovo,Samsung, Toshiba, Fujitsu, IBM

Benefits

• Single point of Contact for all your services
• Removing the hassle of managing multiple tickets with various vendors
• 24x7 access to Service Desk
• Service Management
• Alternative to vendor support

£30 a device

• Education pricing available

Service documents

• Pricing document

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

Framework

G-Cloud 14

Service ID

627111844099745

Contact

Antony Mellor
08448 22 11 22
tenders@stonecomputers.co.uk

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: Support is provided as an alternative to vendor support

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: A UK based specialist system support team available 24/7 service experienced in supporting IT environments .; The Service desk is manned by level 2 / 3 engineers and available for escalations. The service desk includes remote support and troubleshooting to expedite and enhance the troubleshooting process. All support is delivered by vendor certified engineers
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Full details can be found in the Service definition document

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Vendor agnostic services

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 11/05/2019
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMETRICS
• PCI DSS accreditation date: 07/03/2019
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Effective stewardship of the environment.; At Stone, nothing goes to waste. We are committed to protecting our planet and reducing the impact the IT industry has on the environment. We deliver this by:; ; • Stone’s zero to landfill pledge. Certification in-line with the Defra waste hierarchy and audited by Valpak, Stone delivers the assurance of external audit to the zero to landfill pledge, ensuring redundant IT equipment is never needlessly treated as waste.; • One of the best tools to limit temperatures from rising above 1.5o is tree planting. Stone plants a tree for every £1,000 worth of boost points collected, with 500 trees planted since 2020 in partnership with the National Forest. Most recently, Stone has partnered with Ecologi, to plants tree in areas where they will make the most impact.; • The multi-award-winning Stone 360 app encourages technology users to reduce carbon footprints by responsibly recycling redundant technology whilst earning rebates. Rebates can be used as:; o Cash rebates; o Charity donations to any charity; o Donations to Stone charities; o Boosting the value of the rebate by 20% when spend on Stone products or services.; • Once devices are sanitised of data and refurbished, they are made available to communities at highly competitive pricing. This reduces the carbon footprint for schools, charities, and social enterprises whilst supporting IT supply chain challenges. Stone also makes charitable donations of refurbished technology. Through the IT Schools Africa programme, Stone has donated almost 4,000 devices to help bridge the digital divide, and support global circular IT provision.; • Alignment to the United Nations Sustainable Development Goal (SDG) 12 - responsible consumption and production. Stone is committed to the efficient use of natural resources, using sustainable options and by setting a series of policy-aligned internal goals and measurables to track progress.

  Equal opportunity

  Stone understands the value of ensuring good representation of disabled people in the workforce, and in skills development both within the workforce and that of the community it serves. The following represents two examples of value from the services Stone delivers:; • Increasing representation of disabled people in the workforce: As a Disability Confident employer, Stone commits to recruit, retain, and develop disabled people to serve your organisation. Contracting a supplier displaying the Disability Confident badge will also show disabled people that you recognise their value, supporting you in recruiting and retaining disabled people. Stone commits to providing:; o Inclusive and accessible recruitment; o Accessible communication of vacancies; o Interviews to disabled people; o Reasonable workplace adjustments; o Support for existing employees; ; • Supporting families of disabled or seriously ill children to have the same opportunities, as other families: By selecting Stone you will directly contribute towards a 12-year partnership with the Family Fund. Family Fund is the UK’s largest charity providing grants for families raising disabled or seriously ill children and young people under 21. Stone provides a comprehensive range of technologies and related support for the families via phone and online portal, highlighting products available and providing easy-to‐digest information, written with the families in mind and free from technical jargon) and via a text and messaging service.; ; “Stone have been integral to us fulfilling our technology grants effectively and with unwavering customer service. The partnership enables us to provide a wide range of digital equipment across multiple platforms, the majority with assistive technology, which help support the needs of those with disabilities. Stone have proven themselves to be flexible and adaptable to change as we have grown, and the needs of the families we support have evolved, displaying strong values and commitment to our partnership and our cause.”

Pricing

• Price: £30 a device
• Discount for educational organisations: Yes

Service documents

• Pricing document

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