On Direct Business Services Limited
Modern Work Managed Service
The Microsoft ‘Modern Work’ Managed Service helps customers manage their Microsoft 365 environment, and related productivity, communication and collaboration technology including AVD and Teams Calling. This allows buyers to bring secure Hybrid Work strategies to life, making them more agile and able to meet the needs of their customers.
Features
- 24x7 incident management and support for admins
- Microsoft 365 management
- Support with proactive and reactive Modern Work tasks
- Azure Virtual Desktop (AVD) management
- Desktop virtualisation
- Microsoft Teams for voice and telephony
- Access to KnowledgeBase for self-help and learning
- Managed onboarding from a dedicated team
- Access to Provide for M365 licence management, security and ticketing
- Dedicated account management
Benefits
- Support your IT team while their knowledge grows
- Regular reporting with automation-based tooling
- Secure hybrid working
- Use Microsoft Teams for calling and collaboration
- Consolidate the end-user tech stack
- Boost employee productivity
- Attract and retain talent
- Benchmark against best practice
- Regular cost, security and performance optimisations
- Access to Modern Work experts for guidance
Pricing
£5,000 to £25,000 a unit a month
- Education pricing available
Service documents
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Framework
G-Cloud 14
Service ID
8 1 5 2 3 5 6 5 6 0 1 3 9 7 3
Contact
On Direct Business Services Limited
Cloud Direct Public Sector Specialist
Telephone: 01225 300330
Email: enquiries@clouddirect.net
Planning
- Planning service
- Yes
- How the planning service works
- This is not included in our Modern Work Managed Service. We provide planning and migration services to help with Modern Work and Microsoft 365 transformations, optimisations and configuration needs. These projects are fully scoped and chargeable as professional services.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- Microsoft 365
- Office 365
- Windows 365
- Azure Virtual Desktop
- Microsoft Teams
- Enterprise Mobility + Security
- Microsoft 365 Copilot
Training
- Training service provided
- Yes
- How the training service works
- We do provide training but this is outside of this service. Training is chargeable based on an agreed scope.
- Training is tied to specific services
- Yes
- Services the training service works with
-
- Microsoft 365
- Office 365
- Windows 365
- Azure Virtual Desktop
- Microsoft Teams
- Enterprise Mobility + Security
- Microsoft 365 Copilot
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- This is not included in our Modern Work Managed Service. We provide planning and migration services to help with Modern Work transformations, optimisations and configuration needs. These projects are fully scoped and chargeable as professional services.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- Microsoft 365
- Office 365
- Windows 365
- Azure Virtual Desktop
- Microsoft Teams
- Enterprise Mobility + Security
- Microsoft 365 Copilot
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- We use Net Promoter Score as a regular feedback loop for managed service and support interactions. Feedback is noted and acted on to ensure you have access to the highest quality support service. Customers are allocated with an account manager and customer success team to champion their service.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Cyber security consultancy
- Security incident management
- Security audit services
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
- We provide a base level of inclusive support for our Microsoft 365 customers transacting on CSP. The Modern Work Managed Service delivers proactive monitoring, management and reporting against Microsoft's best practice to optimise cost, security and performance. Cloud Direct customers benefit from access to Provide - our cloud management portal which features M365 licence management, security guidance and ticketing.
Service scope
- Service constraints
- The service is managed remotely; not on-site. The service is an administrator-level service; not an end-user service.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Initial response times are:
Urgent (P1): 1 hour
High (P2): 2 working hours
Moderate (P3): 4 working hours
Standard (P4): 8 working hours
Urgent issues (P1) are worked on continuously 24/7 until the issue is resolved. Normal customer support working hours are 08:00-18:00 GMT/BST, Monday to Friday, excluding UK Bank Holidays. - 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
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- Web Chat is provided by a third-party service called LiveChat which runs on the Cloud Direct website. It is a text-only service.
- Web chat accessibility testing
- N/A
- Support levels
- Incident Management caters for administrator-level support requests and escalation to Microsoft for outages. This is included with the service. Provide, our cloud management portal, is available to managed service customers.
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Microsoft
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Alcumus ISOQAR
- ISO/IEC 27001 accreditation date
- 11/07/2011
- What the ISO/IEC 27001 doesn’t cover
- The scope of certification does not cover any Legacy Product (which isn’t part of the Microsoft Cloud offerings); although these products will be managed within the processes that have been established for products that are in scope. All exclusions from the security controls have been identified in the current Statement of Applicability (SoA). Users may work remotely whilst the assets used by them are within scope. Remote locations are not within scope of the IMS but are governed by policies and procedures that are in place in respect of the use of information and information processing facilities outside of the Cloud Direct offices.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- Yes
- Any other security certifications
- Azure Expert MSP certification
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Equal opportunity
- Wellbeing
Fighting climate change
Working towards becoming a B Corp: Continuing our drive to be a good corporate actor, we are beginning our journey to achieving B Corp certification–a global audited standard for measuring a company’s entire social and environmental impact.
Helping customers have an environmental impact: We also help customers understand their environmental impact and options of their environment through the Microsoft Emissions Impact Dashboard.
Hybrid Working: We operate a Hybrid Working environment. Staff are trained, equipped and encouraged to consider the environment when managing where they work from. The environmental benefits of this include fewer work-related journeys, less commuting, and increased use of remote video conferencing.Covid-19 recovery
Cloud Direct conducts almost all customer work remotely using Microsoft Cloud technology. This mitigates any risk of exposure to Covid-19 and increases the risk of project continuity for our staff and our customers.Equal opportunity
Cloud Direct has a very diverse workforce that stems from many different aspects of our company culture, the policies we put in place and inclusive environment we foster. We offer equal opportunities and continue to pull from diverse and varying talent pools. Every aspect of our business is evaluated to promote an inclusive culture for all our people. We are always seeking new and innovative ways to enhance our benefits, our recruitment strategies, our flexibility and increase awareness through training programmes to create the right culture.Wellbeing
Our five principles and core values are efficiency, responsibility, freedom, mutuality, and quality, and we keep these values flowing throughout the business. Cloud Direct’s culture is centred on its people. Our people have always been our greatest asset.
Stress Management: Cloud Direct recognises that, whatever the source, stress is a health and safety issue in the workplace. We acknowledge the importance of a supportive environment and working culture and of identifying and reducing workplace stressors.
Responsible Time Off (RTO): This policy is an extensive leave scheme allowing all employees to take unlimited paid holiday. RTO empowers our workforce in several ways. Notably, employees can take control of their own time off to ensure they maintain a healthy balance between their work and their personal life to manage their wellbeing.
Health and Advice: Employees have access to Help@hand from UNUM for independent impartial advice. This gives access to remote GP support, a second opinion, mental health and physiotherapy services. There is also support on life, money and wellbeing.
Mental Health: We want you to know that we are always here to help and support you and want our people to know they can talk openly about any problems and in confidence. We’ve a range of support in place, including Mental Health First Aiders and various programmes, to help you if you’re affected by mental ill-health conditions.
Fitness Contributions: All employees are offered a monthly contribution towards any fitness or sports activities to encourage positive health and wellbeing.
Pricing
- Price
- £5,000 to £25,000 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 enquiries@clouddirect.net.
Tell them what format you need. It will help if you say what assistive technology you use.