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Ultima Business Solutions Ltd

Ultima Mission Critical Support

Mission Critical Support helps to keep pace with change, safe in the knowledge that infrastructure, applications and workloads - whether on-premise or in the cloud - are supported. Remote infrastructure management, 24/7. Monitoring and managing all elements of enterprise infrastructure and resolving any issues remotely, including Microsoft, Cisco, and HPE.

Features

  • Delivered from our UK-based ISO27001 certified 24x7 Technical Service Centre
  • Access to service tiers for a solution of best support
  • Delegate responsibility for critical infrastructure or outsource the entire stack
  • Contract with us on a per-device, workload or application basis
  • Flexibility to modify supported assets and upgrade / downgrade support
  • Accredited 24x7 third line support for multiple Tier 1 vendors
  • Specialists in Microsoft, VMware, Cisco, Citrix, HPE, CheckPoint and Dell
  • Deep analytics, providing insights into your IT infrastructure and workloads
  • Powered by LogicMonitor and ServiceNow, providing automated cloud-based monitoring
  • Simple 10 step transition process, to get you on-boarded faster

Benefits

  • Eliminate uncontrolled change through standardisation and configuration management
  • CSIP programme, improving efficiency and effectiveness, through incremental service development
  • Four priority levels, helping to reduce impact on business operations
  • Ultima remain accountable through measurable SLAs and key performance indicators
  • Execute your strategy without worrying about keeping the lights on
  • A resolution-first approach, reducing organisational impact should the worst happen
  • Predictable pricing and monthly adjustments to cater for organic changes
  • 24x7 SPOC for all of your technical issues and escalations
  • We scale through automation, helping to reducing management costs
  • ITIL aligned, reducing risk and guaranteeing consistent business outcomes

Pricing

£0.14 to £557.14 a unit a month

  • 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 publicsectorbids@ultima.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

7 7 6 5 1 5 9 1 2 9 1 5 7 7 0

Contact

Ultima Business Solutions Ltd Ultima Bid Office
Telephone: +44333 0158000
Email: publicsectorbids@ultima.com

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
Yes
How the quality assurance and performance testing works
For qualifying services, a Service Delivery Manager is assigned to ensure our service is performing in line with expectations. There role is part of wider metric-driven Continual Service Improvement plan, ensuring that we are always honing the service, following a “Plan-Do-Check- Act” approach to deliver operational and service efficiencies.

Security testing

Security services
Yes
Security services type
Security incident management

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
IRIS Mission Critical Support provides access to three different support plans, each providing an increased level of ownership and accountability. Essentials - Provides 24x7 incident analysis, resolution and essential checks, coupled with basic event, availability and capacity management. Benefit from our integrated automation platform, as well as our monitoring and alerting expertise, this low-cost option is perfect for non-critical infrastructure, where you may not wish us to manage the entire platform. Advanced - Designed to provide guaranteed availability SLAs, alongside access to our knowledge base and CMDB, we are accountable for the health and performance of the infrastructure under support. This tier includes access to our third level teams, who perform advanced maintenance in order to keep your systems operating effectively. Ultimate - For our top tier service, customers benefit from guaranteed resolution SLAs and access to a broader set of products and services, including root cause analysis for P1 events and major incident management. Ultimate is designed for customers who are typically looking for an MSP to retain accountability of the technology under contract.

Service scope

Service constraints
While we maintain a comprehensive Intelligent Remote
Infrastructure Managed Service, providing access to a broad set
of activities and deliverables, there are certain tasks which we
consider as being add-ons, over and above the standard service.
While we can ultimately include these as part of your service,
they are typically costed on a time and materials or per-project / service basis. These include; strategy and design, transformation services, hardware life-cycle management, software life-cycle management, version upgrades, bespoke reporting and dash-boarding
discovery and audit services, on-site technical support, business process optimisation and service automation.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Ultima provide service levels on how quickly we will respond to and resolve incidents and service requests, based on achieving agreed performance targets for 95% of tickets logged during each calendar month. These levels can also be uplifted at an additional change. You should note that guaranteed resolution SLAs are applicable to our Ultimate tier of service only. Response times are P1 - 15 Minutes, P2 - 4 Hours, P3 - 24 Hours, P4 - 48 Hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
N/A
Support levels
Essentials - Provides 24x7 incident analysis, resolution and essential checks, coupled with basic event, availability and capacity management. Benefit from our integrated automation platform, as well as our monitoring and alerting expertise. This low-cost option is perfect for non-critical infrastructure, where there may not be a requirement to manage the entire platform.

Advanced - Designed to provide guaranteed availability SLAs, alongside access to our knowledge base and CMDB, we are accountable for the health and performance of the infrastructure under support. This tier includes access to third level teams, who perform advanced maintenance in order to keep your systems operating effectively.

Ultimate - For our top tier service, customers benefit from guaranteed resolution SLAs and access to a broader set of products and services, including root cause analysis for P1 events and major incident management. Ultimate is designed for customers who are typically looking for an MSP to retain accountability of the technology under contract.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
See Service Description for a breakdown

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register
ISO/IEC 27001 accreditation date
23/08/2021
What the ISO/IEC 27001 doesn’t cover
The certificate covers all areas relevant to this service.
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

Social Value

Social Value

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

Fighting climate change

Fighting climate change

Specific targets will be agreed with each customer at contract commencement, such as dedicated hours to a cause, green consultancy, or activities in the local area. However, at a broader level Ultima will deliver wider benefits. Our services are carried out remotely, wherever possible, reducing carbon emissions. Public transport will be encouraged for any mandatory travel. This ensures that customers working with us will have low supply chain carbon emissions. The services provided will also enable our customers to reduce their carbon emissions. For example, reduction of hardware and datacentre reliance through hosting and management. Resources used will be maximised through replicated use, reducing overall impact on the environment. Additionally, for every new member of staff hired, Ultima will plant one tree to offset their carbon footprint. Therefore, through working with Ultima, customers are reducing carbon emissions through a greener supply chain, and through reduction of their own infrastructure.

Covid-19 recovery

Covid-19 recovery

Specific targets will be agreed with each customer at contract commencement, such as dedicated hours to CV/interview training, work placement targets, or retraining. However, at a broader level Ultima will deliver wider benefits. Working with Ultima will enable cloud services, and therefore, flexibility to effective and reliable remote working for customers. Therefore, those most vulnerable will have better access to IT services and allow efficient social distancing. Furthermore, Ultima is committed to the mental health of those working with us. Support will be offered to anyone working on each customer contract.

Tackling economic inequality

Tackling economic inequality

Specific targets will be agreed with each customer at contract commencement, such as percentage of SME supply chain, work placement targets, or apprenticeships. However, at a broader level Ultima will deliver wider benefits. By working with Ultima, customers will be spending with an organisation with the flexibility to work directly with SMEs, and can offer this as a choice. Ultima work with SMEs as part of the supply chain. Therefore, customers are supporting SMEs through working with Ultima.

Equal opportunity

Equal opportunity

Specific targets will be agreed with each customer at contract commencement, such as targeted training, work placement targets, or apprenticeships. However, at a broader level Ultima will deliver wider benefits. Ultima are committed to ending modern slavery. This is demonstrated through the actions outlined in the modern slavery statement. Therefore, by working with Ultima, customers are actively reducing risks associated to modern slavery via their supply chain.

Pricing

Price
£0.14 to £557.14 a unit a month
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 publicsectorbids@ultima.com. Tell them what format you need. It will help if you say what assistive technology you use.