Celerity Limited

Infrastructure Support

A Celerity Support Contract provides you with primary support for your IT operations, which provides the knowledge from our team of experts to complement the capabilities or expertise of your IT team.
You gain direct access to industry certified professionals who understand your environment and can support changing business needs.

Features

• Provision of 2nd line support
• Prime time ITIL Service Desk
• Telephone support 08:00-18:00
• Telephone/portal support for questions or service requests
• Incident management and reporting
• SLA-based response
• Ticket management system with web portal access for approved users
• Monthly reporting and metrics
• Option: Remote logging and troubleshooting (via secure VPN)
• Option: Third-party call management for 3rd line vendor support

Benefits

• Enables internal IT staff to focus on higher value tasks
• Includes a customer success manager for reporting and feedback
• Rapid resolution of problems
• Single point of contact for the Systems Scope
• Annual charging model
• Keep legacy hardware and operating systems running longer
• Support levels guarantee compliance with contracted SLA
• Cost efficient managed service

£2,200.00 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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 debra.stretton@celerity-uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

881418539922538

Contact

Debra Stretton
08455652097
debra.stretton@celerity-uk.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: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: 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: Celerity can host its services on our own private cloud, client cloud or public cloud environments to suit the client requirement.; Some of the infrastructure technologies we can support include: ; ✓ IBM Mainframe; ✓ IBM Enterprise Tape; ✓ IBM Power AIX, IBM i; ✓ IBM FlashSystem ; ✓ Cisco ; ✓ SonicWall; ✓ Brocade/Broadcom ; ✓ Lenovo ; ✓ VMware ; ✓ Microsoft Hyper V ; ✓ Red Hat Linux ; ✓ Oracle ; ✓ IBM Spectrum Protect ; ✓ Veeam ; ✓ Dell PowerStore; ✓ Dell DataDomain; ✓ Dell PowerEdge; ✓ Dell PowerProtect Data Manager

Service scope

• Service constraints: All support is provided remotely

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Severity 1: High - 2 hours ; Severity 2: Medium - 4 hours ; Severity 3: Low - 4 hours ; Severity 4: Normal - 1 working day
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: 08:00 to 18:00 cover time.; 2 hour response for critical incidents.; A customer success manager is assigned to each contract for advice, information and to provide regular reports, feedback and insights on service performance. In addition you will have a customer account manager who offers strategic advice and provides ; useful services that assist your organisation in reaching its objectives.

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: Yes
• Who accredited the ISO/IEC 27001: British Assesment Bureau
• ISO/IEC 27001 accreditation date: Recently 26/09/23 - 31/10/25 (first accreditation 31/11/2014)
• What the ISO/IEC 27001 doesn’t cover: Nothing, all our services are covered
• 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: PSN

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Celerity recognises the importance of good health and wellbeing for our employees, both in and out of the workplace. Delivery of Celerity cloud solutions and managed services to customers relies on employees feeling healthy, focussed, and professional. Wellbeing is essential for good mental health, physical health, sociability, and positive relationships, which then promotes overall productivity in and out of the workplace. Therefore, Celerity offers support wherever possible, to help and encourage employees to achieve good health and wellbeing. Our Wellbeing Plan already includes benefits such as the Cycle to Work Scheme, Techscheme, Electric Vehicle Scheme, Health Care Cash Plan, Thrive Mental Wellbeing app, Headspace app membership, Financial Wellbeing Advice, Life Assurance, and corroborations with MIND, to focus on mental health and also Macmillan, supporting those with Cancer or other long term illnesses affecting family life. Celerity is an accredited Living Wage employer, along with being committed to being a Menopause Friendly employer. In addition, there are occasional social events which are designed to bring employees together, where the focus may be relaxation, enjoyment, or a charity event to raise funds and spread awareness of good causes. We provide Mindfulness Courses to nurture and develop our staff and to maintain positive organisational practices. Along with ongoing employee feedback, our Wellbeing Plan is measured, monitored, reviewed, developed, and continually improved.

  Covid-19 recovery

  Celerity continues to support individual staff, customers, and suppliers where they may need to continue to work in shielded environments as remote workers. Our IT systems use Teams infrastructure for calls, projects and collaborative and flexible working. We have encouraged our staff to return to work in the office at least one to two days per week. ; We continue sensitive to those staff affected by Covid-19, where physical and mental health may have been affected. We maintain a strong hygiene focus for onsite working. We also offer Mindfulness Training to help with any working adjustments. ; Our business is now operating a new hybrid working structure which offers a work-life balance but using both our physical offices and online infrastructure. This supports ongoing collaboration and team-working to achieve business outcomes.; Celerity's staff are based UK wide as homeworkers, and in addition we run 2 operational office sites in the north of England (Preston and Sunderland), therefore contributing towards the aims of the UK Government's Levelling-up and Regeneration Act 2023.

  Tackling economic inequality

  Celerity encourage and maintain supply chain resilience and capacity with our suppliers through a culture of ethical trading relationships. We actively encourage good working relationships with our suppliers. Celerity is committed to obtaining and retaining competitive goods and services while at the same time ensuring they are from sources which have not compromised human rights, safety, or the environment. Celerity aims to develop strong relationships with their suppliers, based on mutual trust, understanding and respect and to improve the quality, environmental performance and sustainability of goods and services. Celerity aims to ensure workforce equality and diversity within supply chains and promote the benefits of fair employment practices.; ; Celerity also expects its suppliers to:; • Adhere to business principles consistent with their own; • Ensure that their products and services are produced and delivered to comply with all relevant legislation.; • Seek to maintain continuous improvement in the supply chain relationship with Celerity.; • Ensure they adopt and implement acceptable safety, environmental, product quality, product stewardship, labour, human rights, social and legal standards in line with Celerity’s own code and to ensure these issues are acceptably managed within the supply chain for any products supplied to Celerity.; ; To maintain ethical sourcing practices, we will:; • Ensure compliance with European Union (EU) Principle(s) in procurement and supply management and national and international standards of organisational governance; • Eradicate corruption; • Encourage meeting of minimum relevant industry benchmarks or national legal standards in workforce wages, benefits and welfare including child labour; • Encourage fair pricing of all goods, works and services that enables the achievement of both value for money continuity of business operations; • Promote Fairtrade and similar standards

  Equal opportunity

  Celerity Limited is committed to being an equal opportunities employer and to provide a workplace free from discrimination, harassment, intimidation, and victimisation based on race, age, sex, sexual orientation, marriage and civil partnership, disability, religion or belief, gender reassignment or pregnancy and maternity. ; ; All employees of Celerity have mutual responsibility and expectations; this includes an employee expectation to be treated fairly with dignity and respect, therefore, not to suffer harassment in the workplace. This confers a corresponding responsibility on all individuals to behave towards their colleagues and others they come into contact with in the course of their work in a manner that is consistent with meeting this expectation. Our Diversity, Equity and Inclusion Policy outlines how we value the diversity of our personnel which underpins a positive culture and ultimately contributes towards business advantage.

  Wellbeing

  Celerity recognises the importance of good health and wellbeing for our employees, both in and out of the workplace. Delivery of Celerity cloud solutions and managed services to customers relies on employees feeling healthy, focussed, and professional. Wellbeing is essential for good mental health, physical health, sociability, and positive relationships, which then promotes overall productivity in and out of the workplace. Therefore, Celerity offers support wherever possible, to help and encourage employees to achieve good health and wellbeing. Our Wellbeing Plan already includes benefits such as the Cycle to Work Scheme, Techscheme, Electric Vehicle Scheme, Health Care Cash Plan, Thrive Mental Wellbeing app, Headspace app membership, Financial Wellbeing Advice, Life Assurance, and corroborations with MIND, to focus on mental health and also Macmillan, supporting those with Cancer or other long term illnesses affecting family life. Celerity is an accredited Living Wage employer, along with being committed to being a Menopause Friendly employer. In addition, there are occasional social events which are designed to bring employees together, where the focus may be relaxation, enjoyment, or a charity event to raise funds and spread awareness of good causes. We provide Mindfulness Courses to nurture and develop our staff and to maintain positive organisational practices. Along with ongoing employee feedback, our Wellbeing Plan is measured, monitored, reviewed, developed, and continually improved.

Pricing

• Price: £2,200.00 a unit a year
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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 debra.stretton@celerity-uk.com. Tell them what format you need. It will help if you say what assistive technology you use.