BLOCKPHISH

eMSP Managed Cloud Support

BLOCKPHISH's Managed Cloud Support assists organisations protect and optimise their Cloud investment by offering a comprehensive range of Level 2 and Level 3 support and management services. This service is suited to organisations looking for external expertise to support a new or existing Cloud environment.

Features

  • Provision new or move existing services to Cloud
  • Visibility of availability, continuity, and performance management for Cloud platforms
  • Cloud demand/capacity/cost management
  • Second and third line support for your Cloud/hybrid Cloud environment
  • Application support services
  • Cloud service operational tasks including Moves, Adds, Changes and Deletions
  • Patch and release management
  • A support portal for call and alert management and tracking
  • 24 x 7 Support services
  • SLA backed support response times

Benefits

  • Maximised uptime through appropriately deployed management processes and tools
  • Easier transition into Cloud computing
  • Possible interim support solution until customer support staff are ready
  • Prompt remediation if your Cloud implementation is in trouble
  • Reduced operational risk
  • Customisable and scalable support model suited to customer support requirements
  • 24 x 7 Cloud services support if required
  • Problem escalation management
  • Experienced consultants providing support across a range of technologies

Pricing

£2,000.00 a unit a month

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 Sam.Jennings@BlockPhish.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

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

Contact

BLOCKPHISH Samantha Jennings
Telephone: 07714705598
Email: Sam.Jennings@BlockPhish.com

Planning

Planning service
Yes
How the planning service works
BLOCKPHISH's Managed Cloud Support offering helps customers migrate to or between Cloud based services by providing the necessary support to facilitate a smooth transition and reduce the complexity of the migration. The below points outline how BLOCKPHISH's managed Cloud support offering can help customers migrate to the Cloud or between Cloud services:
1. BLOCKPHISH consultants will host a series of engagements with stakeholders to determine the organisations current IT systems support requirements. BLOCKPHISH will incorporate these requirements with the expected support requirements for the intended Cloud platform/services provider. The outcome would be a Cloud services IT support model and proposal with expected operational costs and response times that the customer has specified. A support integration plan would also be included to ensure that interfaces between new and existing systems are correctly configured.
2. BLOCKPHISH would provide the customer with a dedicated support portal for logging/tracking calls and monitoring operational alarms. The triggering/alerting and response mechanisms would be tested to validate the technology/tools used.
3. BLOCKPHISH would support workloads once they have been migrated to the new Cloud service.
4. Post migration support could be phased back in-house once the project has completed.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
BLOCKPHISH's Managed Cloud Service offering helps customers migrate to or between Cloud based services by providing the necessary support to facilitate a smooth transition and reduce the complexity of the migration. The below points outline how BLOCKPHISH's managed Cloud support offering can help customers migrate to the Cloud or between Cloud services:
1. BLOCKPHISH consultants will host a series of engagements with stakeholders to determine the organisations current IT systems support requirements. BLOCKPHISH will incorporate these requirements with the expected support requirements for the intended Cloud platform/services provider. The outcome would be a Cloud services IT support model and proposal with expected operational costs and response times that the customer has specified. A support integration plan would also be included to ensure that interfaces between new and existing systems are correctly configured.
2. BLOCKPHISH would provide the customer with a dedicated support portal for logging/tracking calls and monitoring operational alarms. The triggering/alerting and response mechanisms would be tested to validate the technology/tools used.
3. BLOCKPHISH would support workloads once they have been migrated to the new Cloud service.
4. Post migration support could be phased back in-house once the project has completed.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
BLOCKPHISH helps customers perform quality assurance and performance testing as part of their managed Cloud service offering. The below steps outline the basic method BLOCKPHISH uses:
At the start of the support engagement BLOCKPHISH will establish whether the customer has existing/required quality assurance and performance methods used to test key IT systems monitoring and alerting mechanisms as well as support response times.
If the customer does not yet have a framework to specify and perform these controls, BLOCKPHISH will assist the customer in developing those required.
The agreed quality assurance and performance testing controls relating to operational alerting and support response times will be tested on an agreed schedule to ensure that these mechanisms continue to produce the desired outcome.
Where required, BLOCKPHISH will adopt the above approach in the design and testing of disaster recovery planning and testing.

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
  • Other
Other security services
  • Ethical Phishing
  • Security awareness
  • Security Assurance
  • Cyber Security certifications
  • Blockchain solutions
  • Security Operations Centre
  • Threat Intelligence
  • Cloud Security
  • Cyber Maturity Assessments
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST

Ongoing support

Ongoing support service
Yes
Types of service supported
Buyer hosting or software
How the support service works
BLOCKPHISH has customers with wide ranging Cloud support requirements from fully end to end managed Cloud platform and application support to key Cloud infrastructure services monitoring. BLOCKPHISH has a support onboarding process where the customers support requirements are drawn up and appropriate response times agreed upon and the relevant support and service level agreements drawn up.

BLOCKPHISH Support teams would then put in place the necessary monitoring and support tools and work with the customer to refine and fully test.

As part of the onboarding process, the customer is provided access to BLOCKPHISH Support portal where they are able to log, view and manage support calls and view operational alerts.
Support calls are logged via four means:
1. Auto-generated/triggered alerts from sources such as Cloud services provider monitoring/instance installed agent(s)/existing customer monitoring platform. These are routed to the BLOCKPHISH service desk where an alarm/ticket is automatically generated.
2. Ticket logged by customer via the Support web portal.
3. Via email from the customer. This is routed to the BLOCKPHISH service desk where a ticket is automatically generated.
4. Via telephone. BLOCKPHISH' 24x7 telephony service is provided to customers allowing them access to the service desk.

Service scope

Service constraints
No constraints that buyers should be aware of.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Questions are answered within the response targets agreed with the customer depending on their individual requirements. Typically, these are 15 minutes for P1 incidents.
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
BLOCKPHISH’s MSP Managed Cloud Service offers highly customisable Level 2 and 3 Cloud support services to organisations that have adopted a full or hybrid Cloud model.
The scope of managed Cloud support services & support levels are unique to the customer and thus any Cloud support levels are tailored to suit the required support scope/levels/response times/budget.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Estrat Group Limited

Staff security

Staff security clearance
Conforms to BS7858:2019
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
Yes
Any other security certifications
  • CISSP
  • CISM
  • CISA

Social Value

Equal opportunity

Equal opportunity

BLOCKPHISH is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pricing

Price
£2,000.00 a unit a month
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 Sam.Jennings@BlockPhish.com. Tell them what format you need. It will help if you say what assistive technology you use.