CRAYON LIMITED

Office 365 Intelligent Support

Support provided by a team of experts based in the UK with escalation to regional support hubs, and out of hours UK engineers, supported by our backend support agreement with Microsoft. We can offer support for a customer’s entire Microsoft stack under a single agreement with escalation to Microsoft.

Features

• E-mail and telephone logging of service tickets for Incident Support
• Level 1 support for end users
• Level 2 and 3 support by accredited Crayon engineers
• Escalation support with Manufacturer / Vendor
• Quarterly service ticket reporting
• 24x7 support
• Assigned Service Delivery Manager and service reviews
• Pro-active System/service monitoring

Benefits

• Bespoke to each individual customer
• Reactive, Break-fix support on demand for O365 related services
• Proactive support whereby the environment will be patched and managed
• End user support to reduce bandwidth pressures on IT Team
• Commercially competitive
• Escalation support with vendor

£9,000 a unit a year

• Education pricing available

Service documents

• Pricing document

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

Framework

G-Cloud 14

Service ID

645559550283535

Contact

Andy Cole
01494 418422
tenders.uk@crayon.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: Crayon’s Empower-IQ service provides learning and adoption of Microsoft technologies while creating a sustainable mechanism supporting organizational change. This is achieved by using the principles of change management and the premier online learning and adoption platform.; ; The service will help the customer get the most the investment made in Microsoft technologies and can be used to drive adoption and awareness.; ; Empower-IQ is an end to end service which not only drives initial adoption but provides a sustainable platform to support ongoing learning and development, driving measurable, companywide, productivity, communication and collaboration.
• Training is tied to specific services: Yes
• Services the training service works with: O365 Applications

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: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: End-user support:; P1 - Company wide problem - 15 minute response time; P2 - Multiple users affected - 45 minute response time; P3 - 1 user is affected - 2 hours response time; P4 - Any other request made - 5 days; ; Backend Support (IT-to-IT):; S1 - Critical - 1 working hour; S2 - High - 2 working hours; S3 - Medium - 4 working hours; S4 - Low - 8 working hours; Requests - 16 working hours; ; Each severity level has it's own response time from Crayon Management for escalation.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Crayon's Intelligent Support is bespoke to each customer which will produce tailored commercials on a case by case basis.; ; A Technical Account Manager and Cloud Support Engineer will be assigned to each customer.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: TÜV SÜD Management Service GmbH
• ISO/IEC 27001 accreditation date: 08/09/2023
• What the ISO/IEC 27001 doesn’t cover: Services not included in Crayon Intelligent Support as standard
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Covid-19 recovery

  Covid-19 recovery

  With hybrid working becoming increasingly popular with organisations, having a reliable and trustworthy support solution in place is become more of a priority, whether that's a end user support or IT-to-IT support and back-off to vendor support where required. Due to the workforce working remotely from numerous devices, local support won't always be available. This is why a dedicated team to assist and deal with any tickets raised has become so popular. Even if businesses have a 24/7 function, this can also be covered off.; ; To create the flexibility the majority of employees want, businesses need to ensure they have a fit for purpose support network in place. We need to make hybrid working work for all, there is no one-size-fits-all approach, this is why we have created out Intelligent Support Service and why it is hard to provide accurate costs without knowing more about the business. The reason being, we make our support service as bespoke to each customer as we possibly can to make sure it is exactly what the customer wants.

Pricing

• Price: £9,000 a unit a year
• Discount for educational organisations: Yes

Service documents

• Pricing document

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