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Sweethaven

Support Google

We provide full management and support of your technology infrastructure and the associated services, including liaison with third party service providers. Our aim is to improve the capability and productivity of your team and delivering best-in-class IT support, management and guidance is at the very heart of what we do.

Features

  • Remote Monitoring: comprehensive all-in-one solution to monitor system uptime
  • Antivirus - full-stack anti-malware
  • Email security - cloud-based email security for secure communication
  • Full Network and Security Audit with Gap Analysis
  • Cloud Backup - protecting local and cloud-based workloads
  • Server support - technical assistance and maintenance
  • Tenant support - comprehensive assistance for your Google tenant
  • Discovery allowing us to understand all facets of your environment
  • Helpdesk - ITIL-based helpdesk allowing 24/7 ticket logging
  • Budget support and account management

Benefits

  • Proactive monitoring and fixes, before service is interrupted
  • More than just antivirus - next-generation threat protection
  • Best-in-class anti-phishing, anti-spoofing, email fraud detection
  • Security-first solution design, maintenance and support
  • Cloud and local data protected against loss, tampering and corruption
  • Maintenance of servers scheduled to avoid service downtime/interruption
  • Google-accredited engineers and architects, implementing the latest standards
  • Commitment to 'getting to know' you, not just technical auditing
  • People-centric support delivered by a human
  • Budget forecasting, expenditure tracking and true account management

Pricing

£12.50 a user a month

  • Education pricing available

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 commerical@sweethaven.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

6 2 9 6 1 5 7 5 4 3 3 4 8 2 5

Contact

Sweethaven Tommy Isaksson
Telephone: 01737228208
Email: commerical@sweethaven.co.uk

Planning

Planning service
Yes
How the planning service works
Our consultancy service can be instrumental in helping a school transition to cloud hosting or cloud software services. We would start by assessing the school’s current IT infrastructure, identifying the needs and challenges specific to the educational environment. We would then design a tailored cloud strategy, selecting the right mix of cloud services that align with the school’s objectives, such as scalability, collaboration, and cost-efficiency.

We would also ensure compliance with data protection regulations, crucial for handling student information. We would provide a roadmap for migration, detailing the steps for a smooth transition with minimal disruption to school operations. This includes setting up secure access for staff and students, training on new systems, and establishing protocols for data backup and recovery.

Moreover, post implementation we would offer ongoing support to address any technical issues and adapt the cloud services as the school’s needs evolve. By leveraging our expertise, the school can confidently embrace cloud technology, enhancing the learning experience and operational efficiency. Overall, we act as a bridge between the school’s educational goals and the technical capabilities of cloud services.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Google Cloud Platform
  • Google Workspace
  • Cloud hosted Firewalls
  • Network Management Servers/Controllers
  • Network Management Tools
  • Security Information and Event Management Platform (SIEM)

Training

Training service provided
Yes
How the training service works
Sweethaven and inTEC provide a wide range of training services, aimed at both end users (including teachers and students) and technical staff. Training can be delivered both in person (either on-site or at one of our training centres) and remotely by a skilled trainer. Training sessions are interactive, and structured so that attendees are aware of the desired outcomes of the session or course, understanding is confirmed and reinforced throughout, and that feedback is garnered at the end of the sessions. Supplementary materials, such as course guidance, additional reading and resources are supplied.
Sweethaven and inTEC provide access to a Learning Management System that provides learners with a single pane view of all training that they are undertaking, with progress recorded and fed back.
Support is given for users to achieve industry-recognised accreditations, for example, Google Certified Educator or Microsoft Innovative Educator, whilst technical staff can achieve Microsoft or Google technical accreditations through proctored exams.
Training is tied to specific services
Yes
Services the training service works with
  • Microsoft Azure
  • Microsoft 365
  • Google Cloud Platform
  • Google Workspace

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Sweethaven/inTEC follow the quality principles enshrined in our ISO 9001 accreditation. Within this, we have detailed and comprehensive processes for ensuring that we deliver the utmost standards of service for our customers across the work that we do. These processes are regulated by our Quality Policy, which embeds continual review of business processes and our service into everything that we do. Both within Sweethaven and across the wider inTEC Group, we have named individuals responsible for the delivery of a quality service across our sectors of work and continually report to, and consult with, our customers to ensure that their expectations are communicated and met on a regular basis.

Security testing

Security services
Yes
Security services type
Security incident management

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
Sweethaven and inTEC provide support services for cloud-hosted infrastructure, server workloads, platform services and software services.
Support offered can range from ad-hoc, initiative or incident-led interactions to fully comprehensive managed support services with our vendor-accredited expert technical teams and ITIL-compliant helpdesk.
Our NOC team can monitor your services 24 hours a day, 365 days a year, and in conjunction with Microsoft and Google, ensure that issues (such as resource exhaustion) are detected and resolved proactively before service is interrupted.
Using our industry-standard helpdesk and processes, we put in place management and change-control procedures to help your own teams manage cloud services effectively and safely.
Our reporting mechanisms allow us to monitor cloud resource usage in real time and, leveraging the power of AI, help with resource planning and budgeting to ensure that you are getting the most from your investment in the cloud, and not overspending on unused compute resource or storage.
Our Cloud Solution Architects support both our internal teams and customers with regular reviews of the cloud setup, bringing new trends and principles to ensure that the estate is kept fresh and up-to-date, as well as being able to provide consultancy and advice through the change control process.

Service scope

Service constraints
None. We can perform the service onsite or remotely as we have offices across the country. As a Google and Microsoft Partner we have skilled consultants specialising in both platforms with experience working with Public, Private and State Schools alongside Multi Academy Trusts and Higher Education establishments.

User support

Email or online ticketing support
Email or online ticketing
Support response times
In our organisation we put people first, and we believe that our customers deserve the fastest response possible. During our standard working hours of 08:30 - 18:00, Monday to Friday (excluding Bank Holidays) we aim to acknowledge all email queries within 15 minutes, answer telephone calls within 30 seconds, and where an immediate answer cannot be given, respond to non-technical queries within 1 business day. Technical issues and change requests are always responded to within the relevant SLA period.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Our support is based upon the fundamental principle that all customers should receive equally excellent service, and as such we offer one tier of service.
Our service is provided using industry-standard ITSM platforms using ITIL-based processes.
You will be assigned a dedicated Relationship Manager who will be the main contact with your organisation, as well as a dedicated Project Manager and a dedicated Senior Cloud Engineer.
Support for our services is included within our product fee with no additional cost for duration of the service.

Resellers

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

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

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
Yes
Any other security certifications
  • IASME Cyber Assurance Level 1
  • IASME Cyber Assurance Level 2
  • IASME Quality Principles

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

Sweethaven and inTEC are committed to developing a cradle-to-grave programme of Green IT for our education clients. Our service will deliver toward this aim by supporting schools and trusts to reduce energy consumption through the removal of onsite server infrastructure. This can feed into any wider Net Zero targets the organisation might have and, as part of our service, our consultants will feed into this and any other wider strategic directions in place.

Our planning will also support a long-term reduction in the need for technicians to travel to school sites to resolve physical faults with server hardware. Within the long-term cloud solutions we will design, we can often incorporate a transition to an increasingly remote support service, allowing for the carbon footprint of travel to site to be reduced.

Where any upgrades are required to your existing IT to facilitate a move to the Cloud (such as connectivity improvements), we will work with you to ensure that this work is planned and delivered in an long-term sustainable, environmentally conscious way.

Pricing

Price
£12.50 a user a month
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 commerical@sweethaven.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.