4net Technologies Ltd

FourNet (4net) Support

FourNet Support is a flexible support for vendor hardware and software helpdesk support with a month-to-month contract. Choose what you need from a range of service offerings from break-fix response and engineer-to-site through to fully bespoke, proactively monitored, managed service solutions.

Features

• Can provide 9-5 assistance, or 24/7 tech support and monitoring
• Rapid fault diagnosis
• Service reviews
• Access to certified engineers and consultants
• 24*7 Pro-Active Monitoring of devices
• Flexible Managed Service options
• Access to TAC
• More flexibility with a month-to-month contract

Benefits

• Focus on your core business, not on your IT issues
• Responsive and more proactive support delivered
• Highly specialised team of engineers
• Solve most of your problems without escalation
• Flexible support levels fit for your unique requirements

£100 a unit

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

Framework

G-Cloud 14

Service ID

766928078566239

Contact

Public Sector Team
0161 864 5130
publicsector@fournet.co.uk

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: Yes
• Security services type:
  • Security risk management
  • Security incident management

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Questions are all acknowledged within 5 minutes and depending on the priority are responding to from 5 minutes when it is priority 1; multiple work groups affected or whole organisation affected or critical service and Preventing the business from operating normally to 8 hours with a priority 4 ticket; no immediate impact on users and immediate solution or workaround can be provided.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: FourNet provide 5 main support levels based on various SLA's which can be scaled up or down and stacked to match your organisation's needs. Within each level, a FourNet Account Manager will be assigned along with access to Certified Engineers.; ; • Support Levels:; Vendor Support: Software updates to be provided only,; FourNet Service Desk: Access to advice and guidance,; FourNet Monitoring: Pro-Active monitoring,; FourNet Managed Services: Moves, Add's, Changes or Deletes,; Service Reviews and Reports: Offered monthly, quarterly, Bi Annually, Annually or on request.; ; • SLA's:; 09:00 – 17:00, Monday to Friday Excluding Public holidays,; 24 hours a day, 7 days a week Including Public holidays; ; • Response Times:; Next Business Day,; 4 Hours

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco, Fortinet, Extreme, NICE, Gamma and BTW

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: BSi
• ISO/IEC 27001 accreditation date: 01/02/2024
• What the ISO/IEC 27001 doesn’t cover: The certification was passed in full
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Community Wellbeing:; ; As a result of enforced COVID pandemic home-working for many employees, FourNet focused attention on our employees’ working conditions at home and their mental health and, like many organisations, that has even meant creating virtual social events to keep up team spirit and morale, out of the office.; ; As a business, we deliver workforce management (WFM) solutions which allow businesses in the community and their employees to create a better work-life balance, permitting flexible and holiday scheduling, shift-swapping with colleagues, and engagement tools which reduce mundane and repetitive tasks.; ; It’s not just employees but citizens in the community who benefit. For example, sentiment analysis can be used to understand and track agent morale and motivation. This has been particularly relevant with the increase in remote working during the pandemic. For citizens, artificial intelligence can be used by businesses to detect an upset customer, alerting an employee with a suggested means to assist the customer’s wellbeing.; ; Workforce Wellbeing:; ; FourNet has a wellbeing programme, delivered by a recognised specialist, which is available to all employees. The external programme includes 24/7 access to a GP and an advice and counselling line (including legal and financial advice) as well as a video physiotherapy service. It includes up to six face-to-face counselling sessions with a trained therapist.; ; FourNet also has trained Mental Health First Aiders (MHFA), who are available to employees as and when requested. We have invested in training for MHFAs, via our preferred training partner. They are tasked with providing campaigns to engage our employees to understand the causes and effects of stress and mental health conditions and tips to improve resilience and mental health. We have taken part in Mental Health Awareness Week and created a Mental Health First Aid Handbook which provides details of the support available.

  Covid-19 recovery

  Covid-19 recovery; ; Employment:; ; FourNet is proud to have helped sustain “business continuity” for important central government, local government, healthcare, housing and financial institutions during the COVID-19 pandemic and recovery phase, by enabling efficient flexible-working for all those customers, their employees and many more. As an award-winning SME, we were instrumental in enabling officials and employees in key businesses to seamlessly work from home, when movement restrictions were introduced in 2019. We are continuing to do so, continuously innovating while developing new services and employment opportunities which benefit those organisations and local communities. Employees are classified as “key workers” which meant we were able to provide crucial support, additional services and training as well as improved access to services for citizens, despite the pandemic.; ; Return to work:; ; Given the shift to home-working, our solutions have helped to deliver an efficient working environment for remote workers during and since COVID-19 struck. This means increased employment opportunities in local communities remote from the headquarters of those departments and agencies, and similarly for our nationwide enterprise customers who offer flexible employment. For instance, Connecting Wales allows Welsh-speaking local government employees to work, remotely, for councils in non-Welsh speaking communities. This enhances employment opportunities in less affluent regions, while boosting local economies and assisting with the levelling up agenda. As a technology business, in a high growth sector, through our non-location specific, cloud-based, solutions we are enabling a broader range of recruitment opportunities not only for our own business, but for those departments and agencies moving to Government Hub working. FourNet is helping to support inclusion and diversity in the virtual workplace, allowing individuals to consider roles for a whole range of local and national employers, for whom they might have been considered ill-suited because of childcare commitments, commuting time or distance, disability or illness.

  Tackling economic inequality

  Tackling economic inequality; ; Smarter Working:; ; FourNet has remote working at its heart, not just as a business but for our customers. We were enabling our clients to implement work-from-home solutions prior to the pandemic and were instrumental in ramping up those capabilities at the height of the pandemic. Our secure communications services are at the core of our capabilities to facilitate remote working. By delivering future-proofed, inclusive, communications technologies and tools to encourage greater collaboration, we have brought greater efficiencies and cost savings for clients while allowing people to remain in their own local areas, spending money which otherwise would have been spent in cities and urban environments. We are fully aligned, in thought, strategy and process with Smarter Working Programmes as a means of tackling economic inequality, creating a sustainable future and assisting with the levelling up agenda.; ; Levelling-up:; ; This strategy applies not just to FourNet’s employees – many of whom work from home at least part of the week, but to our nationwide enterprise customers whom we have assisted in implementing remote working solutions over the past 18 months. Each of those businesses are helping to create and maintain employment in deprived, less affluent and rural communities where opportunities were previously few and far between.; ; While the high cost of living makes the big-city jobs market inaccessible for many young people and key workers, hybrid working provides new employment opportunities, distributing wealth to local communities, tackling economic inequality in areas that traditionally relied on income from sectors hit hardest by the pandemic, such as tourism and hospitality. New businesses are emerging in rural and less affluent area thanks to the move away from big city living caused by the pandemic and facilitated in part by remote working solutions which we provide as an employer and a business.

  Equal opportunity

  Equal opportunity; ; Like many organisations, FourNet is striving to build as diverse and inclusive a community as possible. This means sticking resolutely to a top-down, bottom-up strategy which creates and nurtures equal opportunities policies, culture, workforce, and physical environment across our company which is fair, non-discriminatory, and accessible.; ; As a business, which is helping other organisations to implement successful and efficient remote working practices, we believe that hybrid working can help support inclusion and diversity in the virtual workplace, allowing individuals to consider roles which they might have thought previously ill-suited because of childcare commitments, commuting time or distance, disability or illness.; ; Remote working provides employers, like FourNet, with an opportunity to create a more diverse workforce, with staff from different geographies and backgrounds and across all job levels, functions and teams. It can also help to close the gender gap by offering greater flexibility and opportunities for women, including single mothers with children, and particularly in male-dominated industries like the fast-growing technology sector.; ; Recruitment:; ; FourNet abides by the law in that we have a policy to provide equal opportunities in employment and to avoid unlawful discrimination, but we go much further, helping to create a diverse workforce that is respectful of each other’s differences.; The purpose of our policy, which covers recruitment and selection and promotion and training, is to provide guidance to employees on relevant legislation and best practice and therefore reduce the risk of possible discriminatory attitudes affecting decision making.; ; Training and Working Conditions:; ; To support our policy, all employees also take part in mandatory annual training on Equality, Diversity and Inclusion provided by an external training partner. All those in management positions also attend additional developmental training which covers unconscious bias. We provide those in management positions with a ‘management framework’.

  Wellbeing

  Community Wellbeing:; ; As a result of enforced COVID pandemic home-working for many employees, FourNet focused attention on our employees’ working conditions at home and their mental health and, like many organisations, that has even meant creating virtual social events to keep up team spirit and morale, out of the office.; ; As a business, we deliver workforce management (WFM) solutions which allow businesses in the community and their employees to create a better work-life balance, permitting flexible and holiday scheduling, shift-swapping with colleagues, and engagement tools which reduce mundane and repetitive tasks.; ; It’s not just employees but citizens in the community who benefit. For example, sentiment analysis can be used to understand and track agent morale and motivation. This has been particularly relevant with the increase in remote working during the pandemic. For citizens, artificial intelligence can be used by businesses to detect an upset customer, alerting an employee with a suggested means to assist the customer’s wellbeing.; ; Workforce Wellbeing:; ; FourNet has a wellbeing programme, delivered by a recognised specialist, which is available to all employees. The external programme includes 24/7 access to a GP and an advice and counselling line (including legal and financial advice) as well as a video physiotherapy service. It includes up to six face-to-face counselling sessions with a trained therapist.; ; FourNet also has trained Mental Health First Aiders (MHFA), who are available to employees as and when requested. We have invested in training for MHFAs, via our preferred training partner. They are tasked with providing campaigns to engage our employees to understand the causes and effects of stress and mental health conditions and tips to improve resilience and mental health. We have taken part in Mental Health Awareness Week and created a Mental Health First Aid Handbook which provides details of the support available.

Pricing

• Price: £100 a unit
• 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 publicsector@fournet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.