WM Reply
M365 Proactive Support Service - 360 Support and Maintenance
We provide our clients with comprehensive support and maintenance services for their digital workplace solutions, covering technical, functional and operational aspects.
Features
- Resource on a scheduled basis for a pipeline of activities.
- Fill resource gaps internally and provide expertise in roles.
- Customise required resource on a weekly or monthly basis.
- Dedicated M365 Global Administrator/Engineer working directly with your product team.
- M365 Global Administrator specialist as a dedicated organisational resource.
- Assisting with support tickets within the product team queue.
- Assisting with change requests within the Admin Centres.
Benefits
- Ensures knowledgebase content is relevant, helpful, and up-to-date.
- Creation/changes to security policies within Azure.
- Monitoring Updates & Notifications.
- Updates for stakeholders.
- Support for escalations within the business or Microsoft.
- Monitoring for compliance across Environments, Applications, and flows.
- Support & Training for employees in all regions.
Pricing
£950 to £1,250 a unit a day
- 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 e.sobanjo@reply.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
8 4 8 1 0 6 7 1 6 7 6 6 0 6 4
Contact
WM Reply
Elijah Sobanjo
Telephone: 07775429639
Email: e.sobanjo@reply.com
Planning
- Planning service
- Yes
- How the planning service works
-
The tool will require WM Reply Specialists to operate and is not an off-the-peg product.
All projects include a Discovery/Envisioning/Solutions Blueprint phase, where we will help you determine the scope and where needed, reduce the volume to ensure an efficient migration. We’ll validate the full migration process in preparation for the main Production Migration.
In addition, we scope and deliver a proof-of-concept (POC) migration with the use of WM Reply's migration tool and validate the migration process in preparation for a production migration. - Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- Yammer
- Office 365
Training
- Training service provided
- Yes
- How the training service works
-
People centred training and successful adoption of Yammer is key to the success of any Yammer migration. We employ the use of the Prosci ADKAR model as our foundation and provide an adoption and optimisation plan post Discovery focussed on:
- Sponsorship
- Personas
- Training
- Communications
- Coaching
We provide engaging training and communication that is targeted at multiple user bases such as end users, site and content owners, leaders and IT support. We focus on providing training at the point of need through the creation and hosting of materials such as gifs and short videos in a defined place, meaning users can access materials when they need to. In addition we run in person and remote training with project stakeholders, champions and sponsors. - Training is tied to specific services
- Yes
- Services the training service works with
-
- Yammer
- Office 365
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
Our approach delivers a seamless migration of data and the best approach regarding the content to migrate with limited disruption to business operations and employees as highlighted below:
- Project Plan
- Tool Configuration
- Policy setup
- User mapping
- Export to Azure database
- Import Azure to Yammer network
- Testing and Validation
The tool will require WM Reply Specialists to operate and is not an off-the-peg product. - Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- Yammer
- Office 365
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
-
During any project we have a quality assurance (QA) and testing stream in order to ensure the solution is to a high enough standard and to the agreed quality. During the discovery and requirements gathering phase, our consultants ensure that any functionality and requirements are documented accordingly along with acceptance criteria. This enables us to verify the deliverables meet the agreed criteria and we have dedicated testers on the project to ensure that these are tested and fed back in a cyclical manner, during the project.
Typically WM Reply work with the client on validating all migrated content, focussing on business critical data integrity during and post migration.
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
-
At WM Reply we understand that different customers have different support needs. That's why we tailor our support services to offer the right solution for your organisation. Larger intranet customers using platforms with business critical services may prefer to choose our comprehensive 360 Support option. Our annual service includes a robust SLA, giving security and peace of mind whatever the issue. Or perhaps flexibility is key to your business. Our Support Pots can be offered to best suit your needs, to be used only as and when you decide; whether that should be for technical help, training or even that extra development.
24/7 SUPPORT
With access to our support management portal, you can keep up to date on your requests 24/7. Your support partner will be available via phone, email or online ready to solve your issue, when you need them.
HIGHEST LEVEL EXPERIENCE
We provide support to some of the best known brands including Transport for London, Co-op, Vodafone and British American Tobacco. Offering you access to material experts and industry professionals to help you obtain the most from your Power Platform support offering.
Service scope
- Service constraints
- No
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- WM Reply use Zendesk, which provides our clients with portal access to a ticket system to track, report and manage your incidents raised with us. This also applies SLAs to issues raised to enable both parties to keep track of issues and when they need to be resolved.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AAA
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- Support levels are customised per client and depend on the end solution provided and the requirements of the client. Costs are also based on the scope of each support agreement, SLAs in place and the solution provided.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- No
- 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
- Equal opportunity
Fighting climate change
Reply is committed to managing its business activities while paying close attention to environmental issues in order to respect the legacy of future generations. As the world rapidly changes, inequality increases and the planet struggles, the need for pivoting priorities becomes even more evident. It is clear that we are in need of a shift guided by digital transformation and the green revolution. Those two domains are not new, but strong results can flourish by putting them together. Sustainability is a responsibility but also a unique opportunity for all of us. We are playing our part by considering environmental, social and governance concerns of sustainability.
ENVIRONMENTAL PROTECTION We implement new ways to reduce the footprint of our operations and generate long-term financial growth, while living up to environmental and social expectations. We seek a positive balance by reducing our energy needs, diminishing waste and also creating sustainable innovation.
ENERGY & EMISSIONS Reply is a consultancy firm and most of the services are delivered by employees directly at client premises. Environmental impact is limited to consumption of energy resources (for office heating and lighting) and to business travel activities.
2030 -NET-ZERO REDUCING GREEN HOUSE GAS EMISSION Climate change and environmental sustainability present challenges and opportunities for everyone. At Reply, we believe the business community has a key role to play in driving change. And we’re determined to play our part. That’s why we made a commitment to reach Net-Zero GHG emissions by 2030.
ISO 14001 ENVIRONMENTAL MANAGEMENT SYSTEM The ISO 14001 Certification signifies Reply’s environmental efforts including programs to measure and manage aggregate environmental impact, and to engage employees in these efforts through training, local action teams and dedicates events.Equal opportunity
DIVERSITY & INCLUSION
We work towards ensuring a diverse, inclusive and rewarding workplace. Our focus is on the group as well as the individuals and their empowerment with cutting-edge tools and continuous learning. Making everyone feel equally involved and supported results in great everyday experiences and fuels innovation.
EMPLOYEES FROM110 DIFFERENT COUNTRIES The management and optimisation of Reply’s human capital is achieved through integration and respect of equal opportunities and diversity. Our people represent essential bastions for idea and process innovation, and for addressing and managing market challenges in the best way.
THINKING AND WORKING GLOBALLY Reply unites more than 9,000 employees, all of whom bring various backgrounds, contrasting perspectives, and fresh ideas with them.
DIVERSITY IN OUR TEAMS Diversity strengthens our teams. Transparency, honesty, ethics and diversity allow us to discover unique ways of collaborating.
FOCUSED ON BUILDING INCLUSIVE WORKPLACES For us, equality is an evolving process, so we work hard to foster it in both the workplace and society at large. We’re taking steps for our people in the communities where we live and work to help create more opportunities and build a more inclusive and diverse future.
SOCIAL AND WORK INCLUSION We adopt policies consistent with the regulatory provisions for protected categories in all the countries we operate, promoting their social and work inclusion.
OPEN-DOOR MENTALITY Flat hierarchies, open doors, and open communication are important to us. We foster trust and encourage all to contribute ideas and spark discussions.
Pricing
- Price
- £950 to £1,250 a unit a day
- 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 e.sobanjo@reply.com.
Tell them what format you need. It will help if you say what assistive technology you use.