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Gradian Systems Ltd

Gradian Premium Technical Telephone Support for Symantec Products

Gradian’s Premium Technical Telephone Support (PTTS) is a stand-alone service making unparalleled expertise available to help troubleshoot and fix issues that directly affect the day-to-day operation of your product(s).

Features

  • Detailed support guide
  • Defined SLO's
  • Co-operative support escalation
  • Management escalation of critical issues
  • ITIL alignment
  • 24/7 x365

Benefits

  • Highly skilled, certified and experienced support professionals
  • Immediate Level 2 engineer access
  • Response within one hour
  • Raise tickets by phone, online or email
  • No automated telephone answering system

Pricing

£5,000 a transaction a year

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 stuart.case@gradian.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

6 7 8 6 4 0 8 2 3 9 6 7 1 1 4

Contact

Gradian Systems Ltd Stuart Case
Telephone: 07770 377936
Email: stuart.case@gradian.co.uk

Planning

Planning service
No

Training

Training service provided
No

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 incident management
  • Other
Other security services
Fixing product issues

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Gradian Support provides assistance with the day to day operation of your Symantec solutions and products and helps to resolve problems that are inconsistent with documented behaviour.

Service scope

Service constraints
Support is only available remotely.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Please refer to the Support Guide in the documents section.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Please see Gradian's Support Guide attached.

Resellers

Supplier type
Not a reseller

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

Social Value

Social Value

Equal opportunity

Equal opportunity

Gradian are very proud to be an equal opportunity employer.

Pricing

Price
£5,000 a transaction a year
Discount for educational organisations
No

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 stuart.case@gradian.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.