Atech Support Ltd

Microsoft 365 MSSP Defender MXDR Sentinel SOC Service - MISA Member

Atech are a Microsoft MISA member MSSP providing an MXDR Security Operations Centre as a central part of our managed security services. Built around Microsoft 365 Defender and Sentinel, our SOC enables us to respond quickly to threats defending your organisation and fortify security 24/7/365.

Features

• Atech's experts provide robust Microsoft 365 security implementation & support
• Atech's experts provide Microsoft 365 licence purchasing & management
• 24/7 portal based remote support and management for Microsoft 365
• Tailored Microsoft 365 security support for IT managers/ power users
• Atech is on the CREST accredited list of SOC providers
• Comprehensive incident and problem management for Microsoft 365 security services
• New user provisioning processes managed by Microsoft 365 security experts
• Enterprise-grade Microsoft 365 security features customised to your business requirements
• Changes to 365 security configurations following strict change control process
• Monthly & quarterly service reporting and monthly or annual billing

Benefits

• Atech provides complete end-to-end managed support for Microsoft 365 Security
• Priority escalation to Microsoft, ensuring a high first-time fix rate
• Direct access to Atech's certified Microsoft 365 security experts
• Microsoft 365 security and support reduces your internal helpdesk's workload
• Atech's support improves user experience through a friendly helpdesk service
• Microsoft 365 service improves security via group and password management
• Microsoft 365 service supports mobility to enable 100% up service
• Atech provide remote Microsoft 365 security support for global offices
• Microsoft 365 security support from our efficient&professional Microsoft 365 experts
• Microsoft 365's extensive features provide an enhanced security posture

£6 a device 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 matt.jarvis@atech.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

699629880704946

Contact

Matt Jarvis
02037577500
matt.jarvis@atech.cloud

Planning

• Planning service: Yes
• How the planning service works: We have a comprehensive on boarding plan to ensure we integrate seamlessly into your overall IT strategy and make any transition as smooth as possible. A data register is created for all users with all key staff contact details. This will include all service contacts and decision makers in the event we need authorisation for an escalation. This is then used as the master contact database and uploaded into our service tool. An onsite meeting is scheduled to discuss what challenges we may face and to get an idea of the layout of the building and staff, a feel for how you like to work and your internal IT structure. The on boarding process will be presented for sign off and followed with reviews at each milestone reached. If required, we can provide an onsite engineer during the transition period to build confidence with the users.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Office 365
  • Microsoft SharePoint Online
  • Microsoft OneDrive for Business
  • Microsoft Teams
  • Microsoft PowerBI
  • Microsoft Automate

Training

• Training service provided: Yes
• How the training service works: Security awareness training and phishing simulations go hand in hand. Phishing has become very sophisticated and almost undetectable, as criminals have found ways to make their emails as realistic as possible. Phishing simulations test employees on how they would respond to a real-life phishing attack. ; In order to obtain the best measurement of all employee’s awareness, we advise sending these mock attacks at staggered times, therefore avoiding the “prairie dog effect”, where employees warn one another of the email. We will be able to track which employees have clicked on a phishing email, those who have given away their password and identify and those who have ignored the email.; Once a learning gap is detected, we will deliver interactive educational videos to the most susceptible users. These easy-to-understand, short and visually engaging training videos include an online quiz to verify the employee’s retention of the training content. Training can be delivered regularly to reinforce the importance of every employee’s role in protecting your business.
• Training is tied to specific services: Yes
• Services the training service works with: Microsoft 365

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Atech use the Cloud Adoption Framework (CAF) – a comprehensive resource offered by Microsoft, designed to expedite your journey into the cloud. This invaluable framework comprises documentation, expert guidance, best practices, and practical tools. It's your trusted companion for maximizing the potential of your Azure investment and ensuring your migration meets security standards throughout the migration and for the future.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Azure
  • Microsoft 365

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: For reporting we use an online tool to produce our internal and external reports. This tool allows us to create bespoke reports specifically to our own, and clients’ requirements. Live reporting is available and it allows the reviewer to drill down further on areas of interest. ; Atech will provide the reports as detailed below to an agreed schedule. The regularity of the reports and the content can be discussed and bespoke reporting can be implemented to suit. ; Atech can provide the following reports on a weekly basis:; ; *Tickets opened*; *Open ticket summary*; *Tickets closed*; *Average resolution time*; *Time to resolution*; *Problem and Incident Summary*; *Service levels*; ; At contract take on, we will discuss suitable reporting mechanisms to establish approved metrics and reporting standards tailored to the client requirements.

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:
  • CHECK
  • CREST
  • 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: As a Microsoft direct CSP and accredited ISO27001 holder, Atech’s ITIL compliant service desk is available 24x7 to respond to alerts and users issues. Users or IT support professionals can log tickets via email, phone or customer portal and receive a guaranteed SLA for the resolution. If required, our partnership with Microsoft allows us to escalate issues directly to them to ensure downtime to the user or organisation is kept to a minimum. All of our engineers are experienced and certified in Microsoft Azure & 365, as well as many other vendors, such as VMWare, Veeam, Cisco, Meraki, HP, Dell etc and we provide senior level engineering for internal escalations to ensure SLA compliance. We use a market leading remote logon & monitoring tools and can provide you with session recordings for auditing purposes as well as a report of who was in control and actions taken during the support session. Purchasing and provisioning can be escalated directly to the sales team with an immediate priority for speedy completion.

Service scope

• Service constraints: Microsoft 365 Business Premium as a minimum license type - Atech will audit and advise.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 30 mins response for P1 (Critical) issues response for P2, P3, P4 Issues
• 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: *24x7 Remote Support* *Standard SLA's can be negotiated and agreed* *Level 1 - Level 3 Engineer available* *Certified Microsoft Engineers*

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: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 17th March 2022
• What the ISO/IEC 27001 doesn’t cover: The scope is as follows: “Certified for the following activities: Consultancy and Managed Service Partner, specialsing in cloud and hybrid technologies for various sectors globally.”
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Crest SOC Accredited
  • ISO: 9001

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Atech are a predominantly remote working business. This substantially lowers the impact we have on the environment, but we also ensure that all staff are given equipment which complies with Energy Star efficiency standards. Should we undertake business/service management meetings with our clients, we ensure these are undertaken remotely. Where clients are unable to do so, we aim to provide the necessary equipment needed in order to facilitate remote meetings.; ; We were also early adopters of cloud technology, recognising its minimal impact on the environment versus on-premises solutions. Since then, we have actively promoted cloud solutions to new and existing customers, citing various environmental and money-saving benefits. As well as storing data online, we also believe that data should not be printed unless absolutely necessary. For this reason we have established a paperless policy throughout our physical and virtual office environments. This requires staff in the office and at home to reduce their paper usage wherever possible.; ; All staff are encouraged to use carpooling, public transport, and cycle to work to reduce the environmental impact of their commute (should they travel to the office). To improve uptake for this initiative, we have introduced a Cycle to Work scheme wherein Atech provide financial incentives for staff commuting to work on bicycles.; ; New staff are given seeds at the beginning of their Atech journey to represent their growth throughout the time they work with us. We are in discussion with our office landlord to establish a biodiversity plan which would encourage flora and fauna in all common areas. Should staff choose, their Atech seeds can be planted and cared for within these common areas—although most staff choose to plant these at home for biodiversity in their own environments.

  Covid-19 recovery

  Although working from home has been welcomed by our staff, Atech recognise the associated risks of isolation/sheltering. To mitigate this risk, as well as encourage positive workplace relationships, we introduced regular social club events early in pandemic restrictions. Some events have included Microsoft Teams/Zoom quizzes, virtual exercise classes, and more recently dinner outings and Christmas parties. Our team are also invited to suggest ideas for events and opportunities to socialise.; ; We are an expanding company, and we have grown our staff by approximately 25% since the beginning of the Covid-19 pandemic. Whilst this has not been the case for many companies/industries, we work closely with IT Career Switch to help employees move into the IT sector. This initiative helps get unemployed individuals back into the workplace, as well as answering the cross-industry need for IT expertise. Through their traineeships, we employ individuals, upskill them, and help them follow their new careers should they wish to leave Atech.; ; One of our key partner companies, in fact, was founded by a former Atech employee. Having taken a deep interest in AV equipment during his eight years with the company, he decided to part ways with Atech to establish his own company and pursue his specialism. The business weathered the Covid-19 pandemic, doing their part for the UK’s economic recovery, and have come to support Atech in our AV offerings. This ‘spinoff’ has thus given back to the industry through further jobs in this sector, aided the economy through business continuation in the midst of the pandemic, and given services back to Atech as well. We have also worked closely with six key IT subcontractor firms. Atech offered these business support and mentoring throughout the pandemic, strengthening their business continuity plans and resilience for them to emerge the other side.

  Tackling economic inequality

  We are an Equal Opportunities employer, and our flexible remote working practices allow Atech to employ staff from all areas of the UK. This means candidates from economically deprived areas are given equal employment opportunities to those in areas which are less deprived. In addition to this, we are working closely with IT Career Switch to support individuals working in various industries to change their skillsets and move into IT. With the rise in need for IT expertise and movement toward a more technologically advanced age, this initiative helps to build a more resilient workforce.; ; Furthermore, Atech are committed to supporting in-work progression to provide all employees appropriate skills and qualifications. A robust training programme is essential for this, which is why we have a strong focus on training within our organisation, including frequent refresher training, to encourage knowledge augmentation and continuous improvement. Atech supports staff training and development financially, as well as by giving every member of staff 12 days off a year (in addition to their holiday entitlement) to facilitate this.; ; We utilise six key IT subcontractor firms which we support and mentor, sharing knowledge between our organisations. These firms are offered a competitive salary, which Atech typically pay on 14-day terms as dictated by each firm. One of our key partners was founded by a former Atech employee. Having taken a deep interest in AV equipment during his eight years with the company, he decided to part ways with Atech to establish his own company and pursue his specialism. This ‘spinoff’ has thus given back to the industry through further jobs in this sector, aided the economy through business continuation in the midst of the pandemic, and given services back to Atech as well.

  Equal opportunity

  Our business undertakings are guided by the six standards of the Mental Health at Work Commitment, and we support our staff as part of a systematic programme of activity. All Atech employees have access to our benefit programme Employee Assistance Program (EAP), for example, which is provided through Health Assured. Our EAP is intended to help employees deal with personal problems that might adversely impact their work performance, health, and wellbeing. It includes assessment, short-term counselling and referral services for employees and their immediate family as well as critical incident management and training in Mental Health First Aid. This can be accessed by every member of staff through our Employee Development Programme.; ; We are also committed to promoting equal opportunities and operating in accordance with the Equality Act 2010. We do not solely hire to meet criteria but are genuinely interested in onboarding the right person for the role in terms of personality and knowledge. We pride ourselves on our fully inclusive recruitment practices, and that EDI guidance is at the heart of training for our staff with management/leadership responsibilities. Our recruitment selection and promotion procedures don’t discriminate against any of the protected nine characteristics.; ; All employees are offered the option of flexible in-office or home working, with flexible work hours alongside this. This helps to facilitate the recruitment of candidates with disabilities who may struggle to travel. Atech contact staff early in their contract to undertake a self-certified Home Workplace Assessment. This assessment garners information on staff suitability to work from home and helps our HR team to identify and support employees in-line with their individual needs (e.g. their need for equipment, assistive technologies, ergonomic furniture, and pastoral support needs). Following the Home Workplace Assessment, Atech fully funds the supply and installation of any of these.

  Wellbeing

  Atech are committed to protecting the mental and physical health of our staff. All our employees have access to both an Employee Assistance Program (EAP) provided through Health Assured, and a comprehensive private healthcare plan through Benenden.; ; Our EAP is intended to help employees struggling with personal problems that might adversely impact their work performance, health, and wellbeing. It includes assessment, short-term counselling and referral services for employees and their immediate family, as well as critical incident management and training in Mental Health First Aid. This can be accessed by every member of staff through our Employee Development Programme.; ; Benenden, our healthcare plan, covers all health conditions including those which are pre-existing. It’s status as a not-for-profit organisation assures us and our staff that their concern lay with the people they cover and not their revenue. Benenden and Health Assured cover is available to our team as soon as they join Atech, and they are made aware of this through their Employee Handbooks at induction.; ; It’s important that our staff are regularly checked on and made aware of support mechanisms available to them. To this end, we established a balanced business structure across the company wherein the ratio of managers to team members is appropriate and well-defined. This ensures senior staff are better able to devote time to individual staff members for regular wellness check-ups and feedback sessions. Nobody, therefore, will fall through the cracks: senior staff are always available for support, and actively invest time into staff wellbeing.; ; To mitigate the risks associated with employee isolation during the pandemic, we introduced regular social club events early on. Some events have included Microsoft Teams/Zoom quizzes, virtual exercise classes, and more recently dinner outings and Christmas parties. Our team are also invited to suggest ideas for events and opportunities to socialise.

Pricing

• Price: £6 a device 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 matt.jarvis@atech.cloud. Tell them what format you need. It will help if you say what assistive technology you use.