Cisilion Limited

Cisilion: Microsoft 365 Cloud Support Services

Cisilion's Microsoft 365 24x7 Support Service provides access to our
Microsoft Certified Professionals that help you to troubleshoot, run
and operate your Microsoft Office 365, EM+S and Windows 10 and
11 deployments as well as providing expert advice,
recommendations on how to get the best from your Microsoft
Cloud investment

Features

• UK based 24/7/365 support availability
• Secure and customised portal to log, view and track incidents
• Access to Cisilion's Microsoft Certified Engineers
• Access to Microsoft Support via our escalation process
• Response Based SLA with P1 Response within 15 minutes
• Regular Service reports and service review meetings
• Monthly service updates to analyse call numbers and common issues
• Quarterly Innovation Centre Experience Workshops
• Support Contract option across your Microsoft EcoSystem Vendors
• Full Lifecycle management capability option

Benefits

• Pre-Defined and customisable SLAs to meet your business needs
• Secure online support portal to log, view and track tickets
• Compliments, extends or replaces your internal support team
• P1 call response within 15 minutes
• Access to Microsoft Certified Professionals
• Access to Microsoft Eco-System Experts
• Single Point of Ownership with Eco-System Vendor Escalation
• Cloud Adoption Analysis and Reporting

£2 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

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

Framework

G-Cloud 14

Service ID

657785406946872

Contact

Debbie Richardson
01372 201145
drichardson@cisilion.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: Cisilion are able to leverage and redeem Customer Training Vouchers (as part of Software Assurance) and can also provide a full range of end user training and user adoption services.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: As well as our own on-boarding and migration services, Cisilion are "FastTrack Certified" meaning we are able to leverage Microsoft remote engineers to assist in migrating aspects of you on-premises workloads/data or 3rd party cloud services to Microsoft Cloud.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Office 365
  • Microsoft Azure
  • Amazon Web Services (AWS)
  • Google Cloud Platform (GCP)

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 testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications: Cyber Scheme

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: Cisilion provide second and third line support across the Microsoft Office 365, EM+S, Windows 10 and Azure Cloud services. We do this by working with our clients to ensure that we provide the right level of support that compliments or extends their own on either a reactive or (optionally reactive service. All support is backed by an SLA and is provided by Microsoft Certified Professionals. Cisilion also offer full service delivery capability, consumption and adoption reporting and review meetings as required by the client.; ; When appropriate Cisilion will provide seamless escalation to Microsoft and are able to leverage our investment in Microsoft Premier Support.

Service scope

• Service constraints: Availability based SLAs for Microsoft are subject to your Microsoft Cloud Services Agreement.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 Response immediately when logged by phone
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Support is provided on a Level 2 and 3 response basis; Support is provided as:; - Standard: M-f 08:00 - 18:00 UK Time; - Enterprise: 24/7/365; ; Response based SLA's are defined in accordance with customer requirements but P1's are typically subject to 15 min response; ; Cloud Support Engineering and Service Delivery is available as an option

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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 19/08/2019
• What the ISO/IEC 27001 doesn’t cover: Covers all accepts of 27001
• 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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We continually strive to reduce our carbon impact year on year, initiating additional projects and activities that will further reduce our impact locally and globally, and contribute towards global UN carbon offsetting initiatives. Our commitment to the environment extends to our customers, our communities, our employees, our suppliers and other countries in which we operate. Our Carbon Reduction Plan is based upon the following principles: 1. Comply with, and exceed where practicable, all applicable legislation, regulations and codes of practice; 2. Integrate environmental and sustainability considerations into all our business decisions; 3. Endeavor to reduce our environmental impact year on year; 4. Ensure that all employees are fully aware of our Environmental and Sustainability Policy; 5. Ensure all employees are committed to implementing and improving our policy; 6. Ensure clients and suppliers are aware of our Environmental and Sustainability Policy, and encourage them to adopt sound sustainable management practices; 7. To review, annually report, and to continually strive to improve our environmental and sustainability performance. 2. Commitment • Cisilion are committed to reducing our impact on the environment and to achieving our goal of becoming net zero by 2050. • We will partner with Ecologi, a Carbon Avoidance organization. • We will plant 7,500 trees throughout Financial Year 2024 (“FY24”).

  Covid-19 recovery

  Cisilion External Statement Cisilion are closely monitoring the developments both at home, and around the globe with respect to the COVID-19 outbreak. In addition to our commitments to supporting our customers, Cisilion views as one of its highest priorities the health and wellbeing of its employees. Because of this, we have a clear business continuity plan and sickness procedure which the Company will continue to adopt in the pandemic situation, following the World Health Organisation (WHO) pandemic level definitions for triggering our response. In accordance with government guidelines issued on the 23 of March, and previously as the situation developed, we have initiated a program where our employees are able to continue to work from home in isolation. The measures that we have taken are designed to ensure that there is the minimum of disruption to services to our customers as well as minimising the risk to our staff at this difficult time. We ask our customers to understand that despite this, there is an increase in demand on parts of our services. We are prioritising the support of our customers with services which are vital to the efforts to contain the pandemic. This may mean that there could be some minor delays in responding to issues and project work, although we are working to keep this to a minimum. Due to the current situation with enforced social distancing, project and engineering work requiring site visits, is having to be risk assessed on a case by case basis. Our own infrastructure which is used to support our clients continues to operate as normal. As a flexible organisation, all internal systems are accessible to our employees from remote locations. We have facilities in place already to ensure all employees have the equipment needed, to work from alternative locations seamlessly.

  Tackling economic inequality

  Learning and development plays a huge part in Cisilion’s culture. This includes our induction and awareness training, as well as creating platforms for unlearning and unconscious bias. Cisilion conduct all learning and development via LearnAmp, our online Learning Management System. As part of our induction process, we include Diversity and Inclusion Training, along with enhanced Grievance procedure outlines and Anti-Harassment training. Employees are then required to complete refresher training every 6 months. Diversity and inclusion play a key role in Cisilion’s core business objectives and values. Cisilion recognise that as a Company, more can be done to improve our diversity and inclusion practices and this will continue to be a working directive through the organisation, to support underrepresented groups. The recruitment teamwork within our People function at Cisilion and therefore liaise continuously to ensure proactive recruitment identifies a diverse set of candidates and supports those throughout the interview processes. While we understand that not all individuals feel comfortable in disclosing their identity, we continue to monitor and track our performance against self-created targets for LGBTQIA+, gender and ethnicity within the recruitment processes and within our workforce, where at all possible. Cisilion engage with current employees from underrepresented groups, who feel comfortable in doing so, to address any other areas of suggested improvement, and to include their voice in future initiatives.

  Equal opportunity

  Invest in our economy to provide equal opportunities for employment, innovation and growth. Each month, a mixture of the HR, People and Recruitment team members alongside the Cisilion management team, will provide a mixture of 2 hour workshops and 1 hour long one to one sessions. The workshops will be run by our Recruitment team, covering topics such as interview best practice, CV formatting and job hunting tools available. Individuals will also be able to register for one to one advice with a member of our management team as a coaching session and more personal advice related to the unemployed persons experience so far. Cisilion have been running apprenticeship and graduate schemes for the past 5 years and partner with 3 specialist recruitment and training providers who are experts in finding work for and training unemployed young people. Cisilion are a Microsoft and Cisco gold partner, who are keen supporters of assisting young people into work. Cisilion often engage with Cisco and Microsoft for support with apprenticeship programmes and are familiar with other employment initiatives that we will be able to share with the unemployed people during the workshop sessions. Cisilion are also aware of and understand the current Quick Start government scheme of which we will be able to provide details and guidance to unemployed individuals

  Wellbeing

  Cisilion operate a robust health and wellbeing programme, partnering with Vitality Health and Medicash. On an annual basis, all 160 employees on our scheme conduct an Online Health Review, giving employees an understanding of specific areas of health that they need to improve upon, i.e. cholesterol, blood pressure, alcohol intake, physical activity levels and blood glucose level. If employees do not know the figures for these key areas, they can take a free health assessment to provide them with this data. Vitality Health offer their Member Zone to all members, giving access to videos, tips and our monthly Vitality calendar covering a range of topics from women’s health to mental health and nutrition.

Pricing

• Price: £2 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

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