Nexus Open Systems Ltd

Nexus Teams & Skype Support Service

Nexus Unified Communications (UC) Assurance provides assured technical support for Microsoft Teams and Skype for Business environments. This Managed Service monitors and supports your Session Border Controllers (SBC's) and vital communication systems, critical parts of your business which are often complex, requiring a rapid response to ensure you’re always connected.

Features

  • 1-hour response Service Level Agreement for critical issues
  • Support for your entire Unified Communications platform
  • Delivered 8am to 6pm Monday to Friday
  • Critical fault escalation to Microsoft Product Support Services
  • Proactive monitoring and enhanced reporting of your UC infrastructure
  • Remote configuration changes, environment health checks and reports
  • AudioCodes and Ribbon Enhanced Media Gateway/SBC Support
  • Remote patch management for UC platform and Media Gateways/SBC's
  • PSTN carrier support with either ISDN or SIP vendors
  • Optional 'Outside Business Hours' cover for critical support

Benefits

  • Comprehensive support package from an experienced Systems Integrator
  • Rapid response to ensure you’re always connected
  • Reassurance and peace of mind your investment remains protected
  • Regular proactive monitoring prevents issues causing service degradation
  • Single point of contact to liaise with vendors regarding issues
  • Use of best practice guidelines ensures maximisation of investment
  • Platforms remain up to date with latest fixes and features
  • Savings associated with utilising our resources rather than yours
  • Microsoft Gold Partner with extensive Unified Communication solution experience
  • Certified Microsoft Unified Communications Support Engineers

Pricing

£3,156 a server a year

  • Education pricing available

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.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

7 4 7 7 1 2 1 5 4 4 4 8 4 0 2

Contact

Nexus Open Systems Ltd Stuart Wilson
Telephone: 01392 205095
Email: stuart.wilson@nexusos.co.uk

Planning

Planning service
Yes
How the planning service works
Microsoft Teams and Skype for Business Planning Services from Nexus can help your organisation evaluate and plan your cloud based Microsoft Teams and Skype for Business implementation.

Nexus can help organisations with the first phase of any unified communications project by offering consultancy and analysis services to define business requirements and goals, assess the infrastructure and design a flexible architecture.

Microsoft Teams and Skype for Business can resolve many different business challenges. Our qualified and experienced Microsoft Teams and Skype for Business consultants can help organisations to plan and manage entire projects or simply assist in-house IT teams to identify their approach and strategy. We can outline all of the computer hardware, data storage, software licensing, development, hosting and deployment services which organisations might need to meet their objectives.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Microsoft Teams
  • Microsoft Skype for Business

Training

Training service provided
Yes
How the training service works
Investment in IT can be rendered useless if your employees are not equipped with the correct skills to utilise the technology. We can customise our Microsoft Teams and Skype for Business deployment and training programmes to suit the operational and budgetary restrictions of any organisation.

We know how critical it is to have stable IT systems that integrate with your day-to-day business processes. Efficiency is an essential part of a successful organisation and it's a proven fact that effective Microsoft Teams and Skype for Business unified communications training not only equips individuals with the skills to be more productive, but also promotes confidence and loyalty. Your most valuable asset is your skilled workforce.

Nexus offer IT training courses and certification programmes catering for Microsoft Teams and Skype for Business engineers, designers, developers, administrators and end users.
Training is tied to specific services
Yes
Services the training service works with
  • Microsoft Teams
  • Microsoft Skype for Business
  • Microsoft CloudPBX
  • Microsoft Phone System

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Nexus employ a team of Microsoft Teams and Skype for Business-certified engineers, consultants, training instructors, developers and project managers who can help you to plan the migration of telephony services to the cloud utilising Microsoft Teams and Skype for Business and any related technologies.

We can take care of your entire Microsoft Teams and Skype for Business migration, installation or upgrade project whether it’s on-premises, in the cloud or a hybrid deployment — or simply provide assistance, training and technical advice.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Microsoft Teams
  • Microsoft Skype for Business
  • Microsoft CloudPBX
  • Microsoft Phone System

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Best practice configuration, quality assurance and performance testing are at the heart of the deployment services Nexus provide for Microsoft Teams and Skype for Business.

When Microsoft Teams or Skype for Business is installed and configured correctly, it can scale to power feature communications and collaboration solutions for small- and medium-sized organisations to the largest of international global brands.

Through industry recognised training and certification, combined with real-world deployment experience, our Microsoft Teams and Skype for Business team can pass on the latest best-practice configuration and deployment methodology to make your Microsoft Teams or Skype for Business project delivers positive outcomes and results.

Security testing

Security services
No

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
Nexus UC Assurance provides assured technical support for Microsoft Teams and Skype for Business environments. We understand the importance your UC infrastructure has in the day-to-day operation of your business, and the potential impact that faults or a degradation in service can have. We’re here to help you maintain and support your vital communication systems, a critical part of your business which is often complex and requires a rapid response to ensure you’re always connected.

UC Assurance is available as two distinct service packages:

UC Assurance for IT Pros is great for organisations who have the skills and resources to maintain a UC infrastructure, but want the reassurance of proactive monitoring and 1-hour SLA support.
UC Assurance for Business adds extra support for carrying out maintenance and configuration changes, in case you don't have the time or skills in-house.

1-hour response SLA for critical issues
Support for your entire UC platform
Delivered 8am to 6pm Monday to Friday
Critical fault escalation to Microsoft PSS
Proactive monitoring for your UC infrastructure
Remote environment health checks and reports
Enhanced Media Gateway Support
Remote patch management for UC platform and Media Gateways
PSTN carrier support either ISDN or SIP vendors
Remote configuration changes

Service scope

Service constraints
Delivered 8am to 6pm Monday to Friday (24/7 Option available)
Remote environment health checks and reports
Remote patch management for UC platform and Media Gateways
Remote configuration changes

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
Not documented
Support levels
Support Levels: Basic - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal. Standard - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting. Advanced - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting; Annual IT Strategy; Monthly Remote Health Checks; Proactive Monitoring & Alerting; On-site Support. Support cost: Pricing is dependant on customers infrastructure and environment A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.

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
NQA
ISO/IEC 27001 accreditation date
29/04/2021
What the ISO/IEC 27001 doesn’t cover
Our ISO 27001 certification relates to the information security management system and not to the products or services of our organisation. The certificate reference number, the mark of the Certification Body and/or the accreditation mark may not be shown on products or stated in documents regarding products or services.
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

Fighting climate change

Fighting climate change

The environmental benefits of our G-Cloud Service provision are substantiated by Microsoft’s own studies and commitments towards climate change.
A 2018 study found that using the cloud platforms can be up to 93% more energy efficient and up to 98% more carbon efficient than on-premises solutions.

Real sustainability requires solutions that address wastefulness at every level of a business. Hosting on the cloud is more environmentally friendly and results in less of a carbon footprint.
Cloud infrastructures support environmental proactivity, powering virtual services rather than physical products and hardware, and cutting down on paper waste, improving energy efficiency, and (given that it allows employees access from anywhere with an internet connection) reducing commuter-related emissions. Independent reports predict that data centre energy consumption would drop by 31% from based on the adoption of cloud computing and other virtual data options.
Covid-19 recovery

Covid-19 recovery

As a member of the COVID-19 High Performance Computing Consortium, Microsoft is helping researchers accelerate their understanding of the virus and the development of treatments and vaccines through two major initiatives; HPC Consortium and AI for Health.
The COVID-19 HPC Consortium encompasses computing capabilities from some of the most powerful and advanced computers in the world. Microsoft hope to empower researchers around the world to accelerate understanding of the COVID-19 virus and the development of treatments and vaccines to help address infections. Consortium members manage a range of computing capabilities that span from small clusters to some of the very largest supercomputers in the world.
AI for Health is a new $60 million, five-year philanthropic program from Microsoft, created to empower non-profits, researchers, and organizations tackling some of the toughest challenges in global health. Microsoft are providing access to AI and expertise in these areas; Accelerating medical research to advance the prevention, diagnoses, and treatment of diseases, increasing our shared understanding of health and longevity to protect against global health crises, reducing health inequity and improving access to care for underserved populations and supporting fundamental research capabilities, including data collaboratives and differential privacy.
Wellbeing

Wellbeing

The primary benefits of Microsoft's cloud services are the transfer of ownership of compliance and maintenance of cloud infrastructure and its security and that IT Managers and business owners no longer need to be concerned about those elements of their IT systems once in a Microsoft cloud platform. This has a massive positive impact on wellbeing of employees within organisations across the world.

Pricing

Price
£3,156 a server a year
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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.