PROACT IT UK LIMITED
Managed Services for Modern Workspace (AVD, M365 and Entra ID)
Service Operations for Workspace, providing customers with a 24/7 remote monitoring, support and management solutions for a range of digital workspace environments such as Microsoft 365, Azure Virtual Desktop, Citrix and Entra ID.
Features
- 24x7 service as standard
- ITIL based managed service framework
- Dashboard and reporting included
- Application agents available
- Available to manage hosted or on-premise servers
Benefits
- Focus internal IT on business development projects
- Deliver 24x7 service without the cost
- Reduce your risk of key staff leaving or being unavailable
- Reduce the cost of IT operations
- Improve your SLAs
Pricing
- Education pricing available
Service documents
Request an accessible format
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Framework
G-Cloud 15
Service ID
8 3 1 4 7 6 5 5 6 6 5 5 5 3 9
Contact
PROACT IT UK LIMITED
Proact IT UK Sales
Telephone: 01246266300
Email: bids@proact.co.uk
About your service
- Service categories
-
Cloud Support Services
Managed Cloud
Managed Private Cloud
- Managed Private IaaS
Managed Public cloud
- Managed Public IaaS
Managed Hybrid Cloud
- Managed Hybrid IaaS
Service scope
- Service constraints
- If the vendor OS license is end of support life, this will impact our ability to provide service management and associated services. Please refer to the Service Definition documentation for a detailed overview of constraints, dependencies and requirements.
User support
- Email or online ticketing support
- Yes
- Support response times
- Email, telephone and online ticketing support are offered. Standard support response times are: P1 (critical) – 30 minutes, 24x7x365. P2 (major) – 1 working hour, 8am-6pm Mon-Fri excluding Bank Holidays. P3 (minor) – 4 working hours, 8am-6pm Mon-Fri excluding Bank Holidays. P4 (general) – 8 working hours, 8am-6pm Mon-Fri excluding Bank Holidays. In reality, the average response time for all cases (P1, 2, 3 & 4) raised to the service desk over the past 12 months is 20 minutes.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- EN 301 549
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
-
24/7 monitoring and support for your server environment.
Incident alerting and assistance for your IT administrators.
Quarterly incident reporting and response time SLAs.
Enables your IT team to manage the environment more effectively, with access to monitoring data via a portal.
Customers who opt for the fully managed service are provided with a dedicated Service Delivery Manager (SDM). The SDM acts as your main point of contact for service reviews, escalations, and ongoing service improvement.
Proact’s support structure includes access to technical consultants and engineers for incident management, change implementation, and proactive service management
The fully managed service also offers 24/7 management, support, and incident resolution. Managed service includes patching, upgrades, change management, release management, incident management, and capacity management. Routine and complex changes are managed via a change advisory board.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Security Clearance (SC)
Pricing
- Discount for educational organisations
- Yes
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business architect | £1,750.00 | £1,750.00 |
| Business architect | £1,750.00 | £1,750.00 |
| Lead business architect | £1,750.00 | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior data architect | £1,750.00 | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead network architect | £1,750.00 | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Principal security architect | £1,750.00 | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Solution architect | £1,750.00 | £1,750.00 |
| Senior solution architect | £1,750.00 | £1,750.00 |
| Lead solution architect | £1,750.00 | £1,750.00 |
| Principal solution architect | £1,750.00 | £1,750.00 |
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Principal cyber security monitoring | £1,750.00 | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Principal cyber security vulnerability management | £1,750.00 | £1,750.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £1,000.00 | £1,500.00 |
| Senior data engineer | £1,000.00 | £1,500.00 |
| Lead data engineer | £1,350.00 | £2,500.00 |
| Head of data engineering | £1,350.00 | £2,500.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| IT service analyst | £1,350.00 | £1,350.00 |
| IT service manager | £1,350.00 | £1,350.00 |
| Senior IT service manager | £1,350.00 | £1,350.00 |
| Head of IT service management | £1,500.00 | £1,500.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate delivery manager | £600.00 | £600.00 |
| Senior delivery manager | £1,250.00 | £1,250.00 |
| Head of (Agile) delivery management | £1,750.00 | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,250.00 | £1,250.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- BSi - certificate IS551975
- ISO/IEC 27001 accreditation date
- Saturday 6 November 2010
- What the ISO/IEC 27001 doesn’t cover
- All business processes are covered by the certificate
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- WCS - certificate 7073
- ISO 9001 accreditation date
- Tuesday 2 March 2010
- What the ISO 9001 doesn’t cover
- All business processes are covered by the certificate
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 69dea7e6-f5d2-4a51-90e3-40cc964d48f7
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
-
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority
- New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
-
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 bids@proact.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.