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

£2,000.00 a unit a month

Service documents

• Pricing document

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

Framework

G-Cloud 14

Service ID

751161500616087

Contact

Samantha Jennings
07714705598
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: Yes
• Who accredited the ISO/IEC 27001: NQA Certifications Ltd
• ISO/IEC 27001 accreditation date: 15/08/23
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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:
  • CISSP
  • CISM
  • CISA

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Tackling economic inequality

  BLOCKPHISH has several initiatives in place to support economic inequality including, but not limited to, the following:; ; Reference MAC 2.2/MAC 2.3 - we continually support our staff in training and upskilling to attain certifications and accreditations in cyber security which is a growing area with significant skills shortages. This has included employing candidates who are the 'right fit' for our organisation without any prior professional experience and investing in their development and qualifications to become cyber security consultants. We are also a member of the NCSC CyberFirst Bursary Scheme and, as well as seeking to offer placements to students, we promote CyberFirst activities through our social channels, have sponsored the CyberFirst awards and have spoken at CyberFirst events.; ; Reference MAC 3.1 - our supply chains are made up of other SMEs and start-ups as well as larger organisations. Whilst we are a London based agency, where feasible, we engage with smaller organisations outside of the capital to ensure that there is an economic advantage across the country. A recent example of this is where we used a designer to create some collateral for an event we were attending. The designer was not London based and worked in the north of the UK.

  Equal opportunity

  BLOCKPHISH has an Equality Opportunity and Diversity Policy in place which is reviewed annually by our Partners. The policy is available on the intranet for all staff to access and the key principles of it are outlined in our Staff Handbook. More practically, we have several initiatives in place to support equal opportunity in the workplace including, but not limited to, the following:; ; Reference MAC 6.1 / MAC 6.2 - BLOCKPHISH has documented and inclusive recruitment practices in place from advertising a role through to working with our employees on their professional and personal development plans. Our interview process evaluates the candidates' competencies against the role requirements and is a structured three stage process. The Senior Leadership Team are also working with an external consultant to develop a hiring strategy to increase, amongst other things, the number of females into our organisation. We have also recently hired a female Head of Operations into the Senior Leadership Team.; ; We continually invest in our staff to achieve industry recognised certifications as part of their ongoing development, enabling them to develop new skills. Equally, we support our contractors to attain higher paid work; we have paid the cost for several of our contract staff to attain advanced security clearance to enable them to work on new projects, increasing their exposure to more specialist work, thus increasing their rate of pay.

  Wellbeing

  BLOCKPHISH takes the wellbeing of our staff very seriously and, despite being a small company, we have several initiatives in place to support wellbeing including, but not limited to, the following:; ; Reference MAC 7.1 - all BLOCKPHISH staff have access to a health and wellbeing package as part of their company benefits. This ; includes:; - 24/7 confidential access to an online GP;; - 24/7 access to mental health resources, which includes access to professional and qualified counsellors 'in the moment' support or referral to structured therapy (up to six sessions);; - referral to a range of information / signposting services including health - including menopause information and support - legal, money and debt information and complimentary will writing service;; - access to an online eye screening test;; - gym discount;; - discounts for dining, shopping, travel, leisure activities across various outlets.; ; In addition to this, staff also have a private healthcare plan and private company pension as part of their package. ; ; Our culture around the importance of wellbeing does not stop with our staff. We continually have regular 'coffee mornings' with our contracted staff to ensure they have the support they require on client projects from both a practical and psychological point of view. We include them as part of our team, inviting them to social events and to monthly team meetings.

Pricing

• Price: £2,000.00 a unit a month
• Discount for educational organisations: No

Service documents

• Pricing document

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