BOXXE LIMITED

boxxe Infrastructure Break-fix and Third Party Maintenance

Our Infrastructure Break-fix and Third Party Maintenance (TPM) service provides complete peace of mind for Dell, HPE, IBM, Sun, Oracle, Supermicro, Hitachi, NetApp and Cisco infrastructure. Guaranteed SLAs from just two hours to Site ensure the replacement parts and our Engineers provide a rapid fix to recover your infrastructure.

Features

• OEM or equivalent parts available from mainstream vendors such as;
• Dell, HPE, IBM, Fujitsu, Lenovo, Supermicro, Sun/Oracle, NetApp, Hitachi, Nexsan,
• QNAP, Synology, Cisco, Juniper, F5, Brocade, Extreme, 3COM and QLogic
• 2 or 4 Hour Parts (& Engineer) to site SLA
• 4-Hour Fix, and Next Business Day SLAs also available
• Optional extras; Security Cleared Engineers and Defective Media Retention (DMR)
• 24/7 logging of cases through our support portal
• Cover also available for End User Compute devices and printers

Benefits

• Minimise downtime and disruption on your infrastructure with guaranteed SLAs
• Supporting your End of Service Life and critical legacy infrastructure
• Multi-vendor and flexible contract terms
• Allows consolidation, co-termination and transitional support during major projects
• Prioritise spend to fund your transformation and migration projects
• Avoid procurement of costly spare parts and holding unnecessary assets
• Seamless incident logging, 24/7 through our support portal
• Time-served and skilled Engineer service available
• Comprehensive UK coverage using our Engineers and Spares stock locations

£26.74 a device

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 tenders@boxxe.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

633235715660493

Contact

Gemma Franklin
07704551950
tenders@boxxe.com

Planning

• Planning service: Yes
• How the planning service works: Boxxe's Specialists will scope your current infrastructure for compatibility with the service required. Scoping sessions can be carried out across your locations or remotely, if feasible depending on your preferences and scale of the requirement. Throughout the assessment, we will ensure our Service Levels support your business objectives. Once an inventory of supported infrastructure has been captured and agreed, a short period of on-boarding will occur to align spare parts and Engineering resources in readiness of your desired service commencement date.
• 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: This service provides flexible term hardware break-fix or Third Party Maintenance of your on-premises infrastructure, whilst you may be undergoing cloud migration.; ; The service allows for co-termination of multiple infrastructure devices, or a phased termination to align with project milestones, meaning you only pay for the period of cover required on devices not yet decommissioned; boxxe will work with your stakeholders to establish key milestones, KPIs and deliverables, which will govern the lifecycle of the migration and period of cover required for the Infrastructure Break-fix service. ; ; The service can also accommodate short term extensions where unforeseen project delays occur, giving you peace of mind remaining hardware is still covered for spare parts and repairs under Service Level Agreement.
• 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: The service provided by boxxe is underpinned by a robust Service Level Agreement to ensure you receive assurance on the performance of services.; ; Typically the Infrastructure Break-fix service can be provided with a mixture of Service Levels to ensure your most critical infrastructure is covered, alongside less critical hardware under a single contract. Service Levels on offer include, for either Parts Only, or Parts & Engineer:; ; - 24x7, 2 Hours to Site (dependent on location); - 24x7, 4-hour Fix; - 24x7, 4 Hours to Site; - Next Business Day Fix; - Next Business Day to Site; - Commercially Reasonable Endeavors (for remote and off-shore locations); ; Service performance reporting will be issued quarterly highlighting performance of the service. Reports will be shared with your key stakeholders highlighting any non-compliance and remediation or Continual Improvement activity.

Security testing

• Security services: Yes
• Security services type: Other
• Other security services: Security-cleared Engineers

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: The service provides on-going Break-fix and Third Party Maintenance on existing infrastructure assets in your own hosting facility, or a third party data centre.; ; When a fault develops with hardware in the supported inventory, your authorised staff may request support under Service Level Agreement for either Parts only or Parts + Engineer to site in order to resolve the issue and restore normal operation.; ; Faulty parts will be removed from site for recycling and return to the stock of spare parts unless Defective Media Retention (DMR) has been selected, which means any faulty hardware will remain on your site for later disposal by your usual means.

Service scope

• Service constraints: Geographic limitations may apply, subject to assessment and agreed inventory.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Varies by Service Level Agreement - see Service Definition Document.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Support levels: See Service Definition Document

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Multiple organisations with expertise across infrastructure Third Party Maintenance.

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 26/04/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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:
  • JSP490 compliance.
  • CISSP and CISM accredited consultants.
  • SC and DV cleared personnel.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  boxxe is committed to supporting environmental protection and improvement and to delivering and influencing environmentally conscious solutions to address the critical issue of climate change, focusing on achieving net zero greenhouse gas emissions and influencing all stakeholders towards environmental protection and improvement. ; Our latest Carbon Reduction Plan, available on our website confirms we are carbon neutral across all sources of emissions through investing in the Carbon Exchange-Traded Commodity. We aim to reach Net Zero by 2050 at the latest through emissions reduction initiatives e.g. renewable electricity procurement and supplier engagement.; Environmental protection is embedded in everything boxxe does and offers and we are proud to have been named as a finalist in the Best Value Chain Initiative category at the CRN Sustainability in Tech Awards 2024. ; We maintain an accredited ISO 14001 Environmental Management System covering the entire scope of our business, and our goal is to be recognized as the UK’s most sustainable IT reseller and service provider.; boxxe is committed to adopting, promoting, and implementing the principles of a Circular Economy and have developed a Circular Management Plan which articulates our strategy for waste minimisation and the enhancement of material reuse and recycling in our operations and the products we supply. This underscores our dedication to environmental stewardship, resource efficiency, and sustainable growth, driven by innovative and accountable resource and waste management practices.; We ensure that our supply chain is aware of and understand our environmental policies and we work with them to manage and continuously improve their environmental performance. We prioritise the purchase of recycled, recyclable, or re-furbished products and materials where these alternatives are available, economical, and suitable.; We conform to WEEE regulations and seek to sustainably reduce, reuse, and recycle, to ensure we and our customers minimise the impact of IT waste on the environment.

  Covid-19 recovery

  The COVID-19 pandemic fundamentally changed boxxe’s ways of working, leading us to implement a fully remote workforce to maintain customer service and operational functionality during the crisis. This transition enabled us to develop and implement a "Work from Anywhere in the UK" policy. By allowing our employees to work from any location, we have broadened our recruitment reach, enabling us to attract the best talent regardless of their geographic location. This approach has reduced barriers to inclusion, enhanced employee retention, and supported a healthier work-life balance. Additionally, remote recruitment strategies have allowed us to target candidates from areas particularly impacted by Covid-19, thereby positively contributing to their local economic recovery.; Recognising the significant skills shortages highlighted by the pandemic within the IT industry, we have taken proactive steps to retain and enhance our workforce's capabilities. We encourage continuous training and development in our employees' respective fields of expertise. Experienced staff and external specialists provide mentoring, offering a hands-on learning experience that ensures the effective application of newly acquired skills. Moreover, we are committed to inspiring the next generation by inviting local youth to experience the day-to-day life of our tech teams and organising regular hackathons and think tanks for soon-to-be graduates, providing them with career guidance.; Building on our pandemic experiences, we have developed a robust business continuity plan, ensuring that we are well-prepared to maintain uninterrupted service in the event of a similar crisis. It is worth noting that during the height of COVID-19, our strategies allowed us to maintain seamless business operations, underscoring our resilience and adaptability in challenging times. This foundation not only prepares us for future challenges but also reinforces our commitment to innovation and excellence in a post-pandemic world.

  Tackling economic inequality

  boxxe is committed to addressing disparities in employment, skills, and pay within our workforce and across our supply chain. Our ‘Work from Anywhere in the UK’ policy allows us to recruit the best talent regardless of their geographic location, removing barriers to inclusion, improving retention, and promoting a healthier work-life balance. By enabling staff to work remotely, we foster collaboration and create more equitable opportunities for all potential and current boxxe employees.; To address the skills shortages in tech industry, we invest in our staff’s continuous in-work skills development, facilitating career progression and helping retain talent. All staff have access to on-demand learning opportunities, available irrespective of role or seniority. We provide funding for a variety of training programs: specialist vendor/industry accreditations and professional qualifications. Experienced staff provide mentoring, ensuring that newly acquired skills are applied effectively.; We are dedicated to maintaining a robust and diverse supply chain by actively supporting SMEs, startups, and specialist suppliers. We invite these partners to collaborate with us, providing them with a route to market and guidance on best practices in industry and environmental, social, and governance (ESG) standards. Moreover, we have created the boxxe Community, where every employee can contribute 11½ days each year to support community and social value activities. We prioritise a local-first approach to giving, ensuring that support reaches grassroots charities and local causes where it is needed most. This includes our involvement in the 'Graduation to Employment' programme where experienced personnel volunteer to provide career coaching to university graduates.; Through the boxxe Academy, we offer apprenticeships and seasonal internships to encourage the next generation into IT. We welcome interns and apprentices to our customer service, HR, service delivery, and service delivery teams, providing them with all-round experience to kick-start a career in tech.

  Equal opportunity

  Equal opportunities, and our dedication to DEI are rooted in our mission to Making Tech Human.; boxxe is committed to a workforce that reflects diverse populations with the skills to drive a compassionate and inclusive culture and a genuine sense of belonging. We embed inclusivity, celebrate uniqueness, and foster collaboration to eradicate inequalities in employment, skills, and pay in our workforce and our supply chain.; Recruitment is focused on inclusivity and fairness, encouraging diversity in ethnicity, gender, sexuality, and socio-economic backgrounds by anonymising our candidates, concentrating on the alignment of their skills and experience, reducing conscious or unconscious bias. Our Competency Framework gives employees clear guidance on progression and developing the necessary competencies for higher level roles, integrating both technical and behavioural aspects in a Skills Matrix, and mapping out potential career paths. We offer online training and invest in our staff’s professional qualifications. Our annual pay review maintains market-aligned salaries, and we are a certified Real Living Wage employer. We offer enhanced, inclusive family policies including maternity, parental, and fertility-treatment paid leave. ; We hold Flexa accreditation and operate a ‘Work from Anywhere in the UK’ policy which enhances accessibility for candidates facing barriers to inclusion, bolsters retention and facilitates a healthier work-life balance. We are a Level 1 Disability Confident Committed employer, aiming to achieve Level 2 by 2025. We actively address underrepresentation, particularly women in tech, and racial inequality as a founding member of Technology, Community for Racial Equality. We are proud of our advancement of female leadership, recognised at the CRN Women & Diversity in Channel Awards 2023. Our involvement with the Stonewall Diversity Champions reflects our dedication to LGBTQ+ allyship. ; As a silver accredited Armed Forces Covenant member, we work to help create employment opportunities for ex-service personnel and support staff who are military reservists.

  Wellbeing

  boxxe’s Wellbeing Strategy, built on direct feedback from our employees, reflects our dedication to prioritising our workforce’s mental, physical, social, and financial wellbeing. This holistic approach recognises the importance of a comprehensive support system for overall health, satisfaction, and effectiveness of the workforce. We adhere to the Mental Health at Work Commitment and incorporate elements from the Thriving at Work guidance, despite being an organisation of less than 500 employees. This includes tailored mental health support, financial advice and low interest support loans, an EPA, occupational health support, and counselling services provided in-house by Mental Health First Aiders.; We champion a healthy workplace environment through the Mindful Business Charter, which emphasises removing unnecessary stress and promoting mental wellbeing with strategies including smart meetings, respecting rest periods, and mindful delegation. This charter serves as a guideline for all employees on small, practical changes to safeguard personal and colleague health.; To encourage open discussions about health, we foster a supportive culture where physical and mental health issues can be openly discussed, creating a safe space for employees to express concerns. We encourage our staff to participate in the boxxe Community programme, which has been shown to positively impact physical and mental wellbeing.; Our proactive engagement with the workforce includes regular wellbeing surveys, specialised training for managing stress at work, and comprehensive health benefits that cover physical and mental resources. We promote active lifestyles through incentivised physical activities, and we maintain health and safety standards in line with our ISO 45001 accreditation. We ensure wellbeing extends to our supply chain through our Supplier Code of Conduct, emphasising the importance of ethical standards and worker health and wellbeing, demonstrating our dedication to fostering a culture of health and wellbeing across all facets of our operations.

Pricing

• Price: £26.74 a device
• 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 tenders@boxxe.com. Tell them what format you need. It will help if you say what assistive technology you use.