Innovate IT Ltd

Okta Support & Maintenance Package

Innovate are delighted to provide a unique Okta support service. We provide 3rd line Okta support to bridge the gap between your 1st/2nd line teams, and 4th line application level incident management, giving you peace of mind that your Okta platform is covered.

Features

  • 1 hour incident response time
  • Web-based or email incident logging
  • Escalation of incidents and management with Okta
  • Platform maintenance
  • Monthly platform health checks
  • Monthly reviews
  • New feature recommendations
  • Complex incident resolution

Benefits

  • Cost effective Okta support
  • No additional overheads or staffing for Okta platform
  • Access to Okta certified resources
  • Fast incident resolution
  • Preventative maintenance

Pricing

£36,540.00 a unit a year

  • 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 Hello@Innovate.Cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 4 2 2 2 1 3 1 9 2 4 8 1 6 1

Contact

Innovate IT Ltd Paul Rawlinson
Telephone: +44(0)1233 800 102
Email: Hello@Innovate.Cloud

Planning

Planning service
Yes
How the planning service works
When onboarding a new client, we like to understand more from their team as quickly as possible and will engage with them to discuss their existing Okta environment, support arrangements and review design documents. We will carry out an initial health check on the Okta tenant(s) and integrated applications. As part of the onboarding process we have an acceptance in to service meeting and complete an onboarding questionnaire to ensure we haven’t missed anything. We will discuss any issues we discover and make recommendations on best-practice. Once this process is complete, the support service will go live.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Okta

Training

Training service provided
Yes
How the training service works
1st and 2nd line training available at extra cost through our professional services. There are a number of options available. The development of a support guide and knowledge articles. Online training.
Training is tied to specific services
Yes
Services the training service works with
Okta

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
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

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
This service supports the customer's Okta identity platform in a 3rd line capacity.

Service scope

Service constraints
This service is support only. Any remedial work, training, application integrations or best practice modifications would be classed under our professional services.

User support

Email or online ticketing support
Email or online ticketing
Support response times
1 hour incident response times during working hours (9am - 5pm) weekdays excluding bank holidays)
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Basic Support Package available - £36,540 (ex VAT) payable in advance with 30 day terms:
3rd/4th line incident response and resolution,
Monthly health checks,
1 working hour incident response during working hours,
Web or email incident logging,
Escalation and management of incidents with Okta (4th line),
Monthly service reporting,
New feature recommendations.

Add-ons (additional cost depending on customer requirements): Automated monitoring and alerting, Bespoke reporting, ITSM integration for incident management.
Every customer will be given a technical account manager who will assess the technical requirement and assign the relevant resource on and individual basis.

Resellers

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

Staff security

Staff security clearance
Other security clearance
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
No
Other security certifications
No

Social Value

Fighting climate change

Fighting climate change

This service enables the customer to evaluate secure remote working for customers' employees, which is a large factor in reducing travel-related emissions. Having a zero-trust approach to identity and a strong security foundation enables home and hybrid working.
Covid-19 recovery

Covid-19 recovery

This product support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services through improving remote working capability for the customer. This service improves workplace conditions that support the COVID-19 recovery effort through aiding remote working.
Tackling economic inequality

Tackling economic inequality

This service supports the development of scalable and future-proofed new methods to modernise delivery and increase productivity through automated workflows and reducing customer service desk calls. This service supports the development of scalable and future-proofed new methods to modernise delivery and increase productivity, through integrating directories with the identity platform for greater flexibility and faster software migration and integration. This service helps to identify and manage cyber security risks in the delivery of the contract including in the supply chain.
Equal opportunity

Equal opportunity

This service seeks to influence staff, suppliers, customers and communities through the delivery of the contract to support disabled people through offering accessibility options for workforce users and citizens.
Wellbeing

Wellbeing

This service supports the health and wellbeing, including physical and mental health, in the contract workforce through reducing IT friction, for example removing the need to remember passwords or to use the helpdesk for password resets. This service empowers the user.

Pricing

Price
£36,540.00 a unit a year
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 Hello@Innovate.Cloud. Tell them what format you need. It will help if you say what assistive technology you use.