ITGL Limited

Cloud Support Services by ITGL

ITGL provides a range of proactive and reactive support services that include and enhance manufacturer maintenance and support for our public sector clients. By utilising in house expertise and vendor specialists we can help our clients mitigate risk, increase resolution time and ensure up to date and compliant technology solutions.

Features

• Enhanced Support for Cisco Security Systems and Tools
• Enhanced Support for Cisco Collaboration Systems and Tools
• Enhanced Support for Cisco Enterprise Networking Systems and Tools
• Enhanced Support for Cisco Data Centre Systems and Tools
• Proactive Monitoring and Alerting for Cisco Systems and Tools
• Proactive Security Patching of Cisco Systems and Tools
• Ad-hoc configuration support for Cisco Technology Systems and Tools
• Proactive Monitoring and Alerting for Palo Alto Systems and Tools
• Proactive Security Patching of Palo Alto Systems and Tools
• Adhoc configuration, enhanced support for Palo Alto Systems and Tools

Benefits

• Reducing resolution timeframes
• Increasing uptime of systems
• Improving application availability
• Supporting in-house teams with problem resolution
• Enhancing availability of specialist skills

£1,500 a unit a day

• Education pricing available

Service documents

• Pricing document

  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 edu@itgl.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

883863698033724

Contact

Ben Pammenter
0333 666 5777
edu@itgl.com

Planning

• Planning service: Yes
• How the planning service works: Our service integrates business objectives, technical rollout planning and end user consumption. It focuses on identifying initial goals, optimising the solution based on business use cases/best practice, and delivering the solution in a way that reduces the time it takes end users to understand the value of the solution purchased, how they can best utilise it, and how it can positively impact their role.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Cisco Webex
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Telephony
  • Cisco Security Applications
  • Cisco Application Assurance – Thousand Eyes
  • Palo Alto Security Applications

Training

• Training service provided: Yes
• How the training service works: ITGL offers ‘train the trainer’, champion, and end user training. We tailor the training requirements to align with business objectives, creating a standardised way of consuming the products that are tailored to specific business use cases. Training can be carried out remotely or in person depending on client requirements.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Cisco Webex
  • Cisco Cyber Security
  • Cisco Enterprise Networking
  • Palo Alto Cyber Security

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We align the technical considerations of on-prem or cloud-to-cloud migrations with the end-user experience. Understanding and supporting activities that ensure the technical migration and end user experience is seamless, and disruption and risk limited. Through careful end to end planning, we design a migration plan that is painless to technically administer and transition as an end user.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Cisco Webex
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Telephony
  • Cisco Security Applications
  • Cisco Application Assurance – Thousand Eyes
  • Palo Alto Security Applications

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: ITGL offers managed proof of concept services, provided either as part of the sales process or as a default step in our phased rollout planning. We ensure there is opportunity for technical application testing within the client environment, allowing pilot users to test experience and feedback before the final design is accepted and solution is rolled out globally.

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 a third-party organisation
• How the support service works: The Cloud Software Service includes a base level of support, provided directly by the vendor. ITGL offers enhanced support at an additional cost, delivered by expert engineers specialising in the vendor technologies. Enhanced support accelerates time to resolution of incidents, and ITGL takes full ownership of resolving incidents with the vendor. As part of our managed success offer, we also offer proactive insight into product utilisation, contextualised reporting, and success tracking.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Different SLAs are available depending on the support package agreed upon (up to 24/7/365)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: N/A
• Support levels: ITGL provides a selection of service levels for our clients depending on the requirement, service, location and supported item. Services levels range from 8 hours a day, 5 days a week with a next business day response to a proactive, 24 hour a day, 7 days a week with an onsite engineer within 2 hours.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco, Palo Alto Networks

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Compliance Station
• ISO/IEC 27001 accreditation date: 11/02/2022
• What the ISO/IEC 27001 doesn’t cover: We are accredited to ISO 27001 Cert No. 14139071
• 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: Cisco Advanced Security Architecture Specialisation

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  ITGL works closely with our suppliers to consistently maintain effective stewardship of the environment throughout the performance of our contracts. Once we receive products from our suppliers, we put our own ISO:14001 compliant environmental management system into place, underpinned by our Environment policy. ; ; Carbon reduction targets and policies are set by our internal Sustainability Group, which is chaired by our Social Value and CSR Champion, supported by our CEO. The group meets monthly, and consists of representatives from across the business, reflecting the commitment of our whole organisation to drive towards our net zero goal. We understand that our own organisational carbon emissions count towards our clients’ Scope 3 emissions as part of their supply chain. ITGL has committed to net zero by 2025. We engaged ClimatePartner in 2022 to verify our baseline carbon emissions, and our PPN 06/21-compliant Carbon Reduction Plan (CRP) is published on our website Carbon_Reduction_Plan_April_2023.pdf (itgl.com). Our CRP is updated regularly and outlines current and future plans and targets, including those related to waste reduction, energy efficiency, biodiversity improvement, air quality improvement, and investment in recognised responsible carbon offsetting programmes, where appropriate. ; ; In addition to our carbon reduction activities at organisational level, ITGL regularly works with clients to consult on and design technology solutions which save energy and reduce carbon emissions. We hold several relevant accreditations, including Cisco’s Environmental Sustainability Specialisation, and were the first UK organisation to achieve Cisco’s Hybrid Work Specialisation. This puts us in an excellent position to identify and implement opportunities for carbon reduction during the lifetime of a contract - to influence staff, suppliers, customers, and communities through the delivery of the contract to drive us all towards net zero greenhouse gas emissions as well as supporting wider environmental protection and improvement goals.

  Covid-19 recovery

  ITGL is dedicated to employment that does not exclude any member of our society, and we seek to fulfil this commitment both within our own business and through the solutions we provide. We champion the use of technology that allows potentially marginalised individuals (including those affected by Covid-19 through loss of employment or through shielding) to participate (potentially remotely) in the relevant work environments. ITGL was the first UK Cisco partner to achieve Hybrid Work from Office Solution Specialisation, which is testament to our commitment to and expertise in ensuring that both our own staff and our clients can work flexibly, from wherever and however best meets their needs. Our expertise in collaboration technology ensures that we can design and deliver new ways of working, including social distancing and remote working solutions. ; ; Our Client Success methodology further ensures that the collaboration with communities is prioritised throughout the performance of the contract. Our Account Managers take the time to understand the strategic goals of our clients and are proactive in seeking ways to ensure those goals are met, creating a concrete action plan. For example, this may include consultation with user or community panels to further inform solution designs and identify further value-add or co-design opportunities that benefit the community. This approach enables us to identify how we can support communities and organisations with their Covid-19 recovery. ; ; Within our workplace, we take the physical and mental health of our people seriously. All our staff have optional access to private healthcare insurance and receive regular mental health and wellbeing training. Many of our staff members are trained Mental Health First Aiders. We encourage and promote a healthy, safe, and resilient culture in our workplace to support individual and collective Covid-19 recovery and reduce demand on healthcare services where possible.

  Tackling economic inequality

  ITGL is dedicated to employment that does not exclude any member of society. We seek to fulfil this commitment both within our own business and through the solutions we provide. We champion the use of technology that allows potentially marginalised individuals to participate in relevant work environments. Our expertise in collaboration technology ensures that we can create employment opportunities for those who may otherwise face barriers to employment. ; ; The ITGL team is passionate about development and educational attainment in our sector, often running workshops in local schools about working in IT or cybersecurity, or offering work shadowing opportunities, giving young people the opportunity to upskill. We create employment opportunities that allow individuals to join our business with a training plan to progress and evolve. We currently have several apprentices working across the engineering and project management departments, all of whom will be offered employment at the end of their apprenticeship and the opportunity to continue with their professional development plans. We expect to offer more work experience and apprenticeship placements with continued growth. ; ; Staff turnover at ITGL is lower than 4% annually, reflective of our commitment to adhering to the principles of the Good Work Plan, and our dedication to the development of our staff both personally and professionally. ITGL is always keen to work with clients on a plan that aligns with their strategic goals, offering opportunities such as mentoring, careers advice, or IT literacy skills, as well as ensuring in-work progression and career development for any jobs created through the contract. ; ; Our solutions regularly focus on the development of scalable and future-proofed methods to modernise delivery and increase productivity. As cybersecurity specialists (Cyber Essentials Plus certified), we effectively manage cybersecurity risks throughout the delivery of our contracts and support our clients with their own security practice.

  Equal opportunity

  ITGL is dedicated to employment that does not exclude any member of our society, and we seek to fulfil this commitment both within our own business and through the solutions we provide. In particular, we champion the use of technology that allows potentially marginalised individuals (including those with disabilities, or those with caring responsibilities) to participate (potentially remotely) in the relevant work environments. ITGL was the first UK Cisco partner to achieve Hybrid Work from Office Solution Specialisation, which is testament to our commitment to and expertise in ensuring that both our own staff and our clients can work flexibly, from wherever and however best meets their needs. ; ; All employees of ITGL, both full-time and contracted, are paid significantly above Real Living wage levels. All new hires, both permanent and those on temporary contract, participate in ITGL’s structured skills development, incorporating mentoring and shadowing in conjunction with on-line training. With this support, everyone at ITGL has equal opportunities for progression, regardless of background (including economic background), and our Equality and Diversity Policy underpins this approach. Where possible, recruitment and promotion processes involve skills and task-based assessment to ensure equal opportunities for all. ; ; Similarly, the solutions we provide for our clients often facilitate an inclusive approach to skills development and training in the workplace, ensuring that all employees can access the same opportunities and support, regardless of their location or of any physical, social, or economic barriers they may face. ; ; ITGL is currently under the turnover threshold for requiring policies, processes, or training regarding the Modern Slavery Act (MSA), but we understand the requirements and are prepared to meet these when we reach the threshold. ; ; Our supply chain is low risk for modern slavery, and we have never identified any occurrences of modern slavery.

  Wellbeing

  ITGL plays a critical role in creating healthier, safer, and more resilient communities. We leverage our technological expertise at ITGL to support clients in all sectors to improve the health and resilience of their staff and the communities they serve. Our Hybrid Working Specialisation and Environment Specialisation accreditations are testament to our expertise and ability to support organisations to: ; ; Provide more flexible working conditions, supporting the physical and mental health of staff ; ; Improve access to employment and skills development, improving the resilience of organisations and communities ; ; Provide greener workspaces, improving the physical and mental health of staff and communities ; ; Monitoring and data analysis features within our solutions aid the identification and safeguarding of at-risk individuals. ; ; Our cybersecurity practice also enables us to support the resilience of communities against the growing cyber threat. ; ; Within our workplace, we take the physical and mental health of our people seriously. All our staff have optional access to private healthcare insurance and receive regular mental health and wellbeing training. Many of our staff members are trained Mental Health First Aiders. Through our comprehensive health and safety policies, we encourage and promote a healthy, safe, and resilient culture in our workplace that underpins the way we operate our business. ; ; In addition to the day-to-day work of our business, we support the creation of more resilient communities by providing mentorship, knowledge-sharing opportunities, and the promotion of digital literacy within the communities we work with. We remain committed to collaboration with users and communities in the codesign and delivery of our contracts to support strong integrated communities. ITGL believes that by leveraging our technological expertise and resources in this way, we are helping to address social challenges and improve people’s lives and create a healthier, safer environment for all.

Pricing

• Price: £1,500 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  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 edu@itgl.com. Tell them what format you need. It will help if you say what assistive technology you use.