Nexus Open Systems Ltd

Nexus Managed IT Service Premier

Nexus’s Managed IT Service Premier delivers a real-time overview of how your IT systems are performing. This enables our engineers to predict and prevent most IT issues before they disrupt your business. We provide our clients with a dependable IT environment in which is monitored 24/7.

Features

• Service Desk Facility providing expertise with 24/7 proactive monitoring
• Incident, Problem and Change management with Escalation paths
• Dedicated Account Management providing strategic planning and reviews
• Unlimited remote/on-site fault diagnostics and support for your organisation
• Optional 'Outside Business Hours' or 24/7 cover for critical support
• Dedicated Service Level Agreement (SLA) with clear response matrix
• Infrastructure firmware updates and Patch management
• Ownership of faults including Third party supplier liaison
• Backup management service to provide peace of mind
• New end user installation

Benefits

• Fixed cost proactively managed IT service
• Free up essential management and resource time
• Reduce downtime and avoid the break/fix cycle
• Strategic ongoing planning and clear roadmap for technology
• Clear support incident flow so you're fully aware of progress
• Full onboarding process to ensure seamless support
• Commitment to continually drive improvements for your business
• Service Quality processes to ensure successful delivery
• Unified and proven technical consultancy and support
• Extensive consultancy experience of working with public sector clients

£70.82 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

636243368001980

Contact

Stuart Wilson
01392 205095
stuart.wilson@nexusos.co.uk

Planning

• Planning service: Yes
• How the planning service works: Nexus understand that an effective IT cloud strategy should be intrinsically aligned to operational and financial restrictions. Our IT consultants are able to work closely with you by employing a multi-faceted approach to help you to develop a strategy and governance structure that will use technology to improve the operation and management of your organisation.; ; In defining an IT cloud strategy, we help clients to identity gaps between their current IT capabilities and their current operation or future direction. Working in collaboration with your IT team we can help to design a cloud technology roadmap, identifying initiatives that enable you to reach defined goals. Whether you are looking to implement an IT solution, develop bespoke software, create a website or launch a SharePoint intranet, we can guide you through the whole process.; ; To successfully execute and manage an IT strategy, your organisation needs an IT governance framework that defines how users and operators can interact with your business technology systems and infrastructure. Our consultants can help organisations to create IT governance procedures that mitigate risks by managing user-access rights, operating protocols and change-management policies.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Your most valuable asset is a skilled workforce. Nexus offers a wide range of authorised and bespoke IT training courses catering for both end users and technical personnel. At Nexus we know how critical it is for organisations of all sizes to have effective IT and communication systems that integrate with your daily business processes.; ; Efficiency is an essential part of a successful organisation, so it is imperative that your personnel maximise your IT investment by mastering the hardware and software solutions that you deploy.; ; It's a proven fact that effective IT training not only equips individuals with the skills to be more productive in the workplace but also promotes confidence and loyalty. Your most valuable asset is your skilled workforce.; ; Training courses can be delivered at the Nexus IT Training and Exam Centre in Exeter or at your premises. Courses are available for most industry-standard software products, however bespoke training courses are also available for specialist software and other hardware and computer network infrastructure products.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Working closely with your IT team, we fine tune our cloud deployment and migration proposals to plot the best route towards a successful business systems upgrade or the installation and configuration of new technology. Our cloud service migration proposals incorporate a clear definition of any work that Nexus or the customer may perform, outside of normal working hours if necessary to minimise any interruption of services.; ; When the cloud service migration project has been successfully completed we don't just leave you with your new service. We document important changes to your administration and management processes. All of the IT systems migration plans we produce include optional training programmes, support and maintenance or managed IT services.
• 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: Best practice configuration, quality assurance and performance testing are at the heart of the cloud support services which Nexus provide for Microsoft products.; ; Through industry recognised training and certification, combined with real-world deployment experience, our cloud support team can pass on the latest best-practice configuration and deployment methodology to make your cloud service projects deliver positive outcomes and results.

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: Nexus offer a comprehensive Cloud Support Service for all Cloud Services. Nexus deliver a comprehensive range of IT support and maintenance services supplying over 1,000 small, medium and enterprise-sized customers throughout the UK, 24 hours a day, 7 days a week. We have a series of support and maintenance options including:; ; Nexus Managed IT Service Advanced; Nexus Managed IT Service Premier; Nexus Guardian for IT Pros; Nexus Guardian for Business; Block Hour contracts; 24/7 Technical Service Desk and Remote Support

Service scope

• Service constraints: Delivered 8am to 6pm Monday to Friday; Remote environment health checks and reports; Remote patch management; Remote configuration changes

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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: WCAG 2.1 A
• Web chat accessibility testing: Not documented
• Support levels: Support Levels: Nexus Managed IT Service Advanced; Nexus Managed IT Service Premier; Nexus Guardian for IT Pros; Nexus Guardian for Business - Support cost: Pricing is dependant on customers infrastructure and environment - Account Management: A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.

Resellers

• Supplier type: Not a reseller

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: 29/04/2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification relates to the information security management system and not to the products or services of our organisation. The certificate reference number, the mark of the Certification Body and/or the accreditation mark may not be shown on products or stated in documents regarding products or services.
• 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

• Fighting climate change:

  Fighting climate change

  The environmental benefits of our G-Cloud Service provision are substantiated by Microsoft’s own studies and commitments towards climate change.; A 2018 study found that using the cloud platforms can be up to 93% more energy efficient and up to 98% more carbon efficient than on-premises solutions.; Real sustainability requires solutions that address wastefulness at every level of a business. Hosting on the cloud is more environmentally friendly and results in less of a carbon footprint.; Cloud infrastructures support environmental proactivity, powering virtual services rather than physical products and hardware, and cutting down on paper waste, improving energy efficiency, and (given that it allows employees access from anywhere with an internet connection) reducing commuter-related emissions. Independent reports predict that data centre energy consumption would drop by 31% from based on the adoption of cloud computing and other virtual data options.
• Covid-19 recovery:

  Covid-19 recovery

  As a member of the COVID-19 High Performance Computing Consortium, Microsoft is helping researchers accelerate their understanding of the virus and the development of treatments and vaccines through two major initiatives; HPC Consortium and AI for Health.; The COVID-19 HPC Consortium encompasses computing capabilities from some of the most powerful and advanced computers in the world. Microsoft hope to empower researchers around the world to accelerate understanding of the COVID-19 virus and the development of treatments and vaccines to help address infections. Consortium members manage a range of computing capabilities that span from small clusters to some of the very largest supercomputers in the world.; AI for Health is a new $60 million, five-year philanthropic program from Microsoft, created to empower non-profits, researchers, and organizations tackling some of the toughest challenges in global health. Microsoft are providing access to AI and expertise in these areas; Accelerating medical research to advance the prevention, diagnoses, and treatment of diseases, increasing our shared understanding of health and longevity to protect against global health crises, reducing health inequity and improving access to care for underserved populations and supporting fundamental research capabilities, including data collaboratives and differential privacy.
• Wellbeing:

  Wellbeing

  The primary benefits of Microsoft's cloud services are the transfer of ownership of compliance and maintenance of cloud infrastructure and its security and that IT Managers and business owners no longer need to be concerned about those elements of their IT systems once in a Microsoft cloud platform. This has a massive positive impact on wellbeing of employees within organisations across the world.

Pricing

• Price: £70.82 a user a month
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.