Aspire Technology Solutions

Aspire RealCARE Infrastructure Managed Support Services

Aspire’s RealCare Infrastructure provides dedicated support for your cloud (Azure, AWS, GCP and Aspire Cloud Services) and on premise infrastructure and your software e.g., Microsoft Suite, Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM).

Features

• IT Service Desk including Quick Fix, Telephone & email support
• 24/7/365 IT System Monitoring including proactive automated fixes
• Aspire Customer Portal for service reporting and incident management
• Dedicated Service Account Manager for your cloud support services
• Support and management of your cloud infrastructure including multi-cloud
• Live service reports: Incidents, KPIs, change & service requests, metrics
• Backup Monitoring (for Aspire Online Backup and supported 3rd parties)
• Configuration changes for your cloud hosted infrastructure and services
• Microsoft Updates configured with our automation platform for cloud servers
• Emergency Loan Equipment where remote fixes are not possible

Benefits

• A fully ITIL-compliant service desk for all your service needs
• Proactive monitoring and incident resolution across your cloud estate
• 70%+ first time incident resolution with our Quick Fix Team
• 4 business hour resolution SLA for Priority 1 incidents
• Simple, seamless supported onboarding process
• World Class Customer Service, industry leading NPS of +83

£12.00 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 steve.watson@aspirets.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

824168541159531

Contact

Stephen Watson
07706318086
steve.watson@aspirets.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: No

Security testing

• Security services: No

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: The RealCARE Infrastructure support service includes the management and support for all Azure and Microsoft/Office 365, AWS, Google Cloud Platform and Aspire Cloud Services Cloud infrastructure.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 – Critical Incidents - 30 minutes; P2 – High Incidents - 1 business hour; P3 – Medium Incidents - 4 business hours; P4 - Low Incident - 16 business hours
• 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: Priority Level Response Time Fix Time; P1 - Critical Incidents. 30 minutes 4 business hours; P2 - High Incidents. 1 business hour 8 business hours; P3 - Medium Incidents. 4 business hours 10 business hours; P4 - Low Incidents. 12 business hours 24 business hours

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 12/07/2024
• 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:
  • Offensive Security Certified Professional (OSCP)
  • Cisco Certified Network Professional Security (CCNP-S)
  • SANS 610: Reverse Engineering Malware
  • SANS 608: Enterprise-Class Incident Response & Threat Hunting
  • Cisco Certified Cyber Ops Associate
  • CompTIA CySA+
  • CompTIA Security+
  • CompTIA Network+
  • SC-900: Microsoft Security, Compliance, and Identity Fundamentals
  • Cyber Essentials Assessor

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  As an organisation that has many public sector clients, Aspire have fully implemented and published our Carbon Reduction Plan, in line with UK Gov requirements. The Carbon Reduction Plan sets out the environmental management measures that we have in place and our commitment to achieving Net Zero for our UK operations ahead of the 2050 target date. We have also implemented emissions reporting in line with UK Gov specifications. Our carbon reduction plan and emissions reporting can be found on our website here: https://www.aspirets.com/carbon-plan/. Our Carbon Reduction Plan has been independently assessed by the UK Gov Crown Commercial Service and has been certified as compliant with Procurement Policy Note (PPN) 06/21 relating to publication of Carbon Reduction Plans and Emissions Reporting. We have calculated our residual Scope 1, Scope 2 and Scope 3 emissions and, working with the consultancy Carbon Neutral Britain, have validated our emissions data following the ISO 14064-1:2018 standard (https://www.iso.org/standard/66453.html). We have subsequently offset 100% of our residual emissions through the purchase of carbon credits on the voluntary market, making Aspire a certified carbon neutral business. Our commitment, as reflected in our 2023/4 Carbon Reduction Plan is: • Offset all of our residual emissions through buying carbon credits in the “voluntary market”. • Reduce our scope 3, category 5 emissions (waste to landfill) by reducing waste to landfill by 60% by 2025 (this to be achieved by changing our electrical equipment disposal provider to Rebuyer (Born Good) who recycle / refurbish a higher percentage of electrical equipment than the industry norm. • Reduce our scope 3, category 7 emissions (employee commuting) by 22% by 2027 through implementation of an employee salary sacrifice leasing scheme for electric vehicles.

Pricing

• Price: £12.00 a user a month
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 steve.watson@aspirets.com. Tell them what format you need. It will help if you say what assistive technology you use.