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Netpremacy Limited

Google Cloud Premium Support - Customer Success Services (CSS) for GCP via Netpremacy

Netpremacy offers an enhanced Google support service with direct access to Google Cloud, Google Workspace and SaaS accredited specialists. Certified to provide Customer Success Services approved by Google. As a Google Cloud Premier Partner we have direct access to Google technical and implementation staff to escalate any critical issues.

Features

  • Break-Fix Support Minimum Cover and Upwards
  • Google Cloud Platform Role Based Support (GCP)
  • Google Products End User and/or Admin Support
  • Prioritised Response Times and Customer Processes Embedded
  • Enhanced Remote Support
  • Support team with security clearance national vetting (SC) in place
  • Operational Advice and Assistance
  • Proactive account management and Service Reviews
  • 24x7 Cover Available from Gold Level Upwards
  • Google Cloud Platform Enterprise Support (GCP)

Benefits

  • Provides highest level of operational support
  • Our Customer Success Service is approved by Google
  • Direct escalation and support path to Google engineers when required
  • Vendor support statistics for solution adoption and additional diagnostics
  • Technical administration support
  • Complete outsourced support service
  • Support team with security clearance national vetting (SC) if required
  • Architecture Support
  • Consultative Cases
  • Access to Technical Account Manager

Pricing

£750 a unit a day

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 aeden@netpremacy.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 8 7 0 1 6 0 8 0 6 2 1 4 8 8

Contact

Netpremacy Limited Andrew Eden
Telephone: 0113 366 2008
Email: aeden@netpremacy.com

Planning

Planning service
Yes
How the planning service works
Netpremacy has built a strategic delivery model around meeting our customer's imperatives. This model is collaborative and capable of delivering high-quality, high-value cloud solution deployments. Services includes strategic advice, readiness assessment, planning, business analysis, technical consultancy, project management and SaaS related integration services (SIAM).
See Netpremacy Cloud Deployment Services listing for more information
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • GCP
  • Google Chrome Enteprise
  • Google Maps
  • Google Cloud Platform Hosting Environments

Training

Training service provided
Yes
How the training service works
Remote or onsite training service. Provision of all training materials, ability to customise content according to customer requirements. Short video content creation and access to existing libraries of short training videos. eLearning portal customised for each customer and provided free of charge as part of your engagement with Netpremacy. See separate listing - Netpremacy Training Services for more details
Training is tied to specific services
Yes
Services the training service works with
  • Google Workspace
  • Google Cloud Platform GCP
  • Zendesk
  • RingCentral
  • Lumapps
  • AODocs
  • Maps
  • Chrome

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Netpremacy has been a Google Cloud Premier Partner working with public sector since the inception of the UK program. We are used to setting up GCP to work with some of the most stringent security requirements and configure in accordance with the NCSC guidelines for GCP, providing full documentation of your configuration. We typically provide on premise set up and configuration with your team ready to deliver the required systems migration or can offer an offsite, fully managed systems migration service if preferred. Our service is very much tailored to meet each customer's individual needs and our preference is to leave your team with the residual skills they will need in-house to take the solution forward. We also offer Active Directory, Password and/or SSO advice and related services to integrate your various cloud directory services.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Google Cloud Platform (GCP)
  • Google Maps
  • Google Chrome Enterprise

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
How the quality assurance and performance testing works

We work with customers to advise on the best configurations of the chosen cloud based solutions we supply. This will often include bench-marking the solution for performance and quality assuring the implementation and configuration in accordance with recognised best practice guidance such as from NCSC and in accordance with the vendors own recommendations.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Security incident management
  • Security audit services
  • Other
Other security services
  • Configuration of Google Workspace in accordance with NCSC principles
  • Configuration of GCP in accordance with NCSC principles
  • Existing customer Google Workspace & GCP security healthchecks
  • National Cyber Security Centre cloud principles

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
Netpremacy has an in-house dedicated helpdesk service providing enhanced reseller support services for the solutions we provide to our customers. This is most typically technical to technical team (second or third line support) but we can also provide end user support for Public Sector customers which includes an entire outsourced administration service for their Google Workspace service.
Support options available from Netpremacy include Standard (UK office hours), Premium (UK office hours and out of hours/weekend support) and also CSS (Customer Success Services). CSS includes at least quarterly onsite visit, regular monthly service reviews and statistics, vendor roadmap sessions and enhanced innovation services to ensure our customers are getting proactive ongoing advice on how to maximise their investment in the cloud service being supported.

Service scope

Service constraints
None that we are aware of.

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLA Dependent
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
No
Support levels
Standard Support - UK Office Hours - Rates provided in the Pricing Document attached.
Premium Support - UK Office Hours & Out Of Hours - Rates provided in the Pricing Doc.
CSS - Google Workspace enhanced service, 24x7x365 - Rates provided in the Pricing Document

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Google Google Workspace & GCP, AODocs, Zendesk, RingCentral

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
The International Organization for Standardization (ISO)
ISO/IEC 27001 accreditation date
30/11/2021
What the ISO/IEC 27001 doesn’t cover
https://cloud.google.com/security/compliance/iso-27001
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
16/7/2021
CSA STAR certification level
Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover
https://cloud.google.com/security/compliance/csa
PCI certification
Yes
Who accredited the PCI DSS certification
PCI Security Standards Council
PCI DSS accreditation date
30/01/2022
What the PCI DSS doesn’t cover
https://cloud.google.com/security/compliance/pci-dss
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Environment KPI:
We ensure each of our physical office locations has at least one “green ambassador” who is empowered within the business to educate, inform, define and shape our environmental policies for each of our physical locations to enable the business to achieve increased performance year on year
Some of the key ways we drive environmental sustainability within Netpremacy are:
We integrate environmental concerns into our decision-making and resultant activities via our green ambassadors.
We dispose of electrical items either to the second user market or in accordance with current WEEE recycling directives where reuse is not possible.
We minimise travelling with the use of improved collaborative technology (we are Google business) and complementary Company policy. We also provide secure bike storage to encourage eco-friendly methods of travel for our employees.
We minimise waste and reuse/recycle as much as possible. We recycle on a weekly basis, with recycling stations at each desk pod and kitchen within the Leeds office.
We recycle/reuse ink cartridges, using a charitable recycling service which benefits both charitable organisations and the environment.

Tackling economic inequality

Local Business & Economy:
Providing work opportunities for small, medium, micro-sized businesses, social enterprises and minority owned businesses
Procuring goods and services locally where possible
Supporting small, medium, micro-sized businesses, social enterprises and minority owned businesses to improve capability and grow sustainably

Equal opportunity

Employment and Skills:
Enabling local people to obtain the skills needed to access employment
Providing our employees with new skills for the future
Creating employment opportunities within the communities that we work
Removing barriers to employment in the information technology industry for underrepresented and disadvantaged groups
Offering employment opportunities to those who serve or have served in our armed forces
Employment and Skills KPI
We ensure that our staff collectively attain at least 10 industry recognised certifications per annum.

Wellbeing

At Netpremacy we create infrastructure, support communities and enable growth to deliver community benefits and additional social value. We assist our customers to maximise social, economic and environmental wellbeing of local communities in accordance with The Public Services (Social Value) Act 2012, The Procurement Reform (Scotland) Act 2014 and The Wellbeing of Future Generations (Wales) Act 2015.

Pricing

Price
£750 a unit a day
Discount for educational organisations
No

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