Insight
Insight - SADA Google Cloud Services - Enterprise Support Services
SADA Enterprise Support Services provides 24/7/365 support to our Google Customers with defined response SLAs and SLOs. We operate a follow the sun support model with a global support team. We offer standard Break/Fix support as well as enhanced service offerings.
Features
- Google Cloud Support - 24x7 reactive support GCP services
- Google Workspace Support - 24x7 reactive admin support for GWS
- Google Maps Platform - Reactive support for Google Maps Platform
- reCAPTCHA - reCAPTCHA enterprise support
- Block hours operational support - for both GCP and GWS
- Google Chrome Enterprise - Reactive support for Chrome Enterprise
- Assured Workloads - Assured Support for regulated customers
- Enhanced Support for GCP On demand subscription based services
- Support for GWS - User management and change requests
Benefits
- Price Predictability - Understand your support costs
- Continuity of Expertise - Working with teams to understand needs
- Google Knowledge - Certified engineers with extensive Google knowledge
- Multiple offerings - Support to fit your needs
Pricing
£0 a unit a day
- Education pricing available
Service documents
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Framework
G-Cloud 14
Service ID
6 5 6 5 4 6 2 0 2 4 7 6 4 9 2
Contact
Insight
Public Sector Tender Team
Telephone: 0344 846 3333
Email: pstenderteam@insight.com
Planning
- Planning service
- Yes
- How the planning service works
- SADA's planning services are outlined in other submissions
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
- SADA's planning services are outlined in other submissions
Training
- Training service provided
- Yes
- How the training service works
- With all of SADA's managed services, enablement and training is a key part of the engagement, ensuring that customers are empowered to take on the management and maintenance of SADA designed, built and implemented platforms moving forward.
- Training is tied to specific services
- Yes
- Services the training service works with
-
- Training and solution enablement for all services
- (GCP, Workspace etc)
- Google ecosystem
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- SADA Professional Services organisation can support the identification of application/workload issues and implement remediation, optimisation, and refactoring of application components, as required as part of the business transformation services.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Cyber security consultancy
- Security testing
- Security incident management
- Certified security testers
- Yes
- Security testing certifications
- Other
- Other security testing certifications
-
- Various - a full list is available on request
- CISSP, GIAC, CompTIA and others
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
- SADA is a pure play Google Cloud Platform partner, and as such provides services and support overlaying the Google Cloud / Google Workspace and associated services within that ecosystem.
Service scope
- Service constraints
- Non
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Our standard SLAs/SLOs are as follows:
Priority 1 - 15 minute response
Priority 2 - 2 business hours
Priority 3 - 4 business hours
Priority 4 - 8 business hours - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- WCAG 2.1 AA or EN 301 549
- Web chat accessibility testing
- None
- Support levels
-
Our services include the following offerings:
Basic support (Break/fix) - included at no cost with GCP consumption or Workspace Licensing subscription with SADA, including escalation support to Google support (subject to a consumption based surcharge levied by Google Cloud)
Enhanced GCP Services - Additional cost based on GCP consumption or block of hours model
Enhanced Workspace Services- Additional cost based on license/user count
Our customers receive a Customer Success Manager and we have Service Delivery Managers. Our Enterprise Support Services team is staffed with Google Certified Cloud Support and Workspace support engineers.
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- SADA
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
- MSECB
- ISO/IEC 27001 accreditation date
- 06/24/2022
- What the ISO/IEC 27001 doesn’t cover
- Backoffice functions, including finance and sales.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- No
- Other security certifications
- Yes
- Any other security certifications
- SOC 2 Type 2 Audit
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
SADA uses Saas technologies in the cloud to reduce the need for hardware and energy dependent servers. This cuts down on energy use throughout the company and reduces our carbon footprint.
As an Insight company, we are committed to reducing its impact on the environment. We strive to lessen our environmental impact over time and to initiate projects and activities that will reduce our impacts on the environment.
Insight supports the UN’s 17 Sustainable Development Goals (SDGs). Since its inception in 2015, governments and international and local organisations have taken innovative steps to support the SDG charter, which recognises “that ending poverty and other deprivations must go hand-in-hand with strategies that improve health and education, reduce inequality and spur economic growth — all while tackling climate change and working to preserve our oceans and forests.” We strive to implement our own good practices with how we establish greater harmony within our workplace, along with our collaboration with our partners and clients.Covid-19 recovery
SADA transitioned to a remote workforce during the pandemic and have continued this practice as an effective means to hire global talent. SADA is a SaaS company and has increased our productivity or customer outcomes by offering flexible scheduling and work/life balance to meet employee and customer needs. The software and collaboration tools used by all SADAians which increases communication and working productively in all regions.Tackling economic inequality
SADA invests in education and skills development by offering training to support employees on personal & professional development. We further offer learning opportunities on DEI throughout the year including Understanding Unconscious Bias, Building Resilience, Inclusive Leadership, and #IamRemarkable (a Google initiative). SADA also provides LinkedIn Learning to all employees so they can deepen their knowledge and explore any other personal or professional topics of interest.
Diversity and inclusion play a key role in SADA’s company culture-we strive for a workplace where SADAians can bring their whole self to work and employees feel represented and heard. DEI is not a one time thing or a check off on a checklist-- it is a systematic effort that we are committed to enacting at every stage of the company from talent acquisition to onboarding processes to career pathing to internal communications, benefits, and more. There are countless efforts we have put forth to continue to foster this culture, including partnerships with job boards or conferences focused on supporting historically underrepresented groups, bringing in speakers for seminars and training around bias and inclusion, and empowering our own Employee Resource Groups such as SADA Sexuality and Gender Alliance, Women of SADA, and SPONK (SADA Parents of Neurodiverse Kids).Equal opportunity
SADA is an equal opportunity employer and accept our responsibility to make employment decisions without regard to an individual's age (40 and over); ancestry; national origin; citizenship; race; color; marital or parental status; political affiliation; pregnancy and perceived pregnancy (including breastfeeding or medical conditions related to breastfeeding); religion (including religious dress practices and religious grooming practices); sex; sexual orientation; gender (including perceived sex / gender, gender identity and gender expression; LGBTQ+); an individual's reproductive health decisions which includes, but isn't limited to, a decision to use or access a particular drug, device, product, or medical service for reproductive health; military or veterans' status; registered domestic partner status; genetic information or characteristics (with respect to the applicant, team member, or a family member); physical or mental disability (including intellectual disabilities); medical condition unrelated to the person's ability to perform the job, or the perception that a person is associated with a person who has or is perceived to have any of these characteristics; or any other basis protected by law, ordinance, or regulation.
SADA is committed to developing a rich culture, a diverse workforce and a healthy work environment in which every employee is treated fairly, is respected and has the opportunity to contribute to the success of the company, while having the opportunity to achieve their full potential as individuals.Wellbeing
At SADA, we truly value our people and recognise that the wellbeing of an individual speaks to the lasting health and success of the company as a whole. As such, we take special care to maintain a culture that speaks directly to employees’ needs-- promoting connectedness and community, stressing the importance of physical and mental health, and creating a safe, inclusive workplace. We began sending out monthly surveys to gauge the pulse of our employees- some of whom had never worked remotely before. We tracked and reviewed the results, using data directly from employees to innovate our virtual team events, write blogs on solutions to common issues, and provide requests like standing desks for new home offices. To counteract these issues, SADA has implemented multiple initiatives to keep the community engaged, connected, and most importantly-- healthy.
SADAian Employee Assistance Program (EAP) - The SADAian Employee Assistance Program provides support & guidance for matters that range from personal issues you might be facing to providing information on everyday topics that affect your life. Support topics range from general mental health counseling, education, dependent care & caregiving, legal & financial, work life balance, and lifestyle & fitness management. SADAians have unlimited access to phone counseling and a free initial 30 minute phone consultation for legal and financial matters.
Pricing
- Price
- £0 a unit a day
- 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 pstenderteam@insight.com.
Tell them what format you need. It will help if you say what assistive technology you use.