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
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