Cirrus

Cirrus 24x7 Managed Support Services

Cirrus provides comprehensive and high quality support services. Our team are available to assist with service requests, incidents or problems and operate within defined service levels. We offer several tiers of support services so that you can select an option that best matches your organisation’s needs.

Features

• Comprehensive case management system and underpinning processes.
• Service level driven response and resolution.
• Regular service reviews and Customer Success Programme.

Benefits

• Ensures your services are managed efficiently and effectively.
• Flexibility in support services offered suits all budgets.
• Self serve portal means you are able administer your service.

£5 a licence 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 bidmanagement@cirrusconnects.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

755059383627146

Contact

Sales / Bid Team
0333 103 3440
bidmanagement@cirrusconnects.com

Planning

• Planning service: Yes
• How the planning service works: Implementation planning is a standard function of the Cirrus implementation Prince II project service.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Cirrus Services,

Training

• Training service provided: Yes
• How the training service works: Training is a standard function of the Cirrus implementation Prince II project service.
• Training is tied to specific services: Yes
• Services the training service works with: Cirrus Services.

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migration is a standard function of the Cirrus implementation Prince II project service.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Cirrus Services.

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Quality assurance and performance testing are standard functions of the Cirrus implementation Prince II project service.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7 ; • Fully Managed Service – Business Hours ; • 2nd Line Support – Business Hours. ; ; Pricing is provided under the Cirrus Support Services for G Cloud 12 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.

Service scope

• Service constraints: No.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7 ; • Fully Managed Service – Business Hours ; • 2nd Line Support – Business Hours. ; ; Pricing is provided under the Cirrus Support Services for G Cloud 12 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• 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 AA or EN 301 549
• Web chat accessibility testing: Cirrus has a number of existing customers with users who require assistive technology.
• Support levels: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for: ; ; • Fully Managed Service - 24/7 ; • Fully Managed Service – Business Hours ; • 2nd Line Support – Business Hours. ; ; Pricing is provided under the Cirrus Support Services for G Cloud 11 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.

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: QMS International Ltd
• ISO/IEC 27001 accreditation date: 17/02/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: BCH Bristol
• PCI DSS accreditation date: 01/12/2021
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Cirrus tackles climate change with a multi-pronged approach. ISO 14001 accreditation signifies our commitment to sustainable operations, ensuring continuous improvement of our environmental management systems. Our wind-powered office building demonstrates our investment in renewable energy sources, actively reducing our carbon footprint. ; ; The marketing department's focus on evaluating the environmental impact of our online presence reflects our company-wide dedication to sustainability, ensuring even our digital activities align with our goals. We proactively assist businesses in meeting their environmental targets, offering tangible solutions and expertise during the bid process.; ; Cirrus empowers its employees to contribute to environmental solutions with unlimited charity-linked time off, which has already seen the workforce complete 270 hours of service in various organisations dedicated to conservation and sustainability.

  Tackling economic inequality

  Cirrus prioritises economic inclusivity. Our lowest-paid employees earn wages 18% higher than the minimum living wage, ensuring economic stability and a greater chance to thrive. A dedicated ESG onboarding tool holds suppliers accountable to our high standards, fostering ethical and sustainable practices throughout our supply chain and preventing us from inadvertently contributing to economic inequality elsewhere.; ; Our expanded learning management system empowers employees with access to professional development resources. This goes beyond basic compliance training, promoting financial literacy, career advancement, and overall economic well-being.; ; By prioritising fair compensation, ethical partnerships, and continuous learning, Cirrus actively addresses economic inequality within its workforce and works to create a more just economic landscape within the broader community.

  Equal opportunity

  Cirrus values equal opportunity and inclusivity. With a 40/60 female/male ratio exceeding the tech industry average, we demonstrate our commitment to gender equality and proactively address the underrepresentation of women in technology.; ; Our 'Disability Confident Employer' status reflects our ongoing efforts to create an accessible and welcoming workplace for all individuals. We continuously evaluate our compensation practises to ensure fairness for all employees, actively working to eliminate any potential biases or disparities.; ; A dedicated ESG section on our website promotes transparency in our equal opportunity initiatives, providing a clear outline of our goals and strategies to both stakeholders and potential employees. Through proactive measures, inclusive policies, and a commitment to openness, Cirrus fosters a workplace where everyone has the opportunity to thrive, regardless of background or personal characteristics.

  Wellbeing

  Cirrus recognises the link between employee wellbeing and organisational success. Our unlimited charity-linked time off has inspired employees to complete 270 hours of community service, fostering both individual fulfilment and a positive social impact while reinforcing our values as an organisation.; ; Our expanded learning management system provides access to personal and professional development courses, empowering employees to pursue their goals and contributing to a sense of purpose at work. Open communication about our CSR progress within our company newsletter promotes transparency, trust, and a sense of shared ownership in our social responsibility achievements.; ; Cirrus' dedication to work-life balance, continuous learning, and open dialogue creates a supportive environment where our workforce can thrive while feeling connected to a mission beyond the bottom line.

Pricing

• Price: £5 a licence 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 bidmanagement@cirrusconnects.com. Tell them what format you need. It will help if you say what assistive technology you use.