Insight
Insight - OneCall Azure Support
Insights service provides remote guidance and advisory support for a client's Azure infrastructure. As a standard offering we provide 50 hours of support per annum, however additional hours can be added if required. Provision of the service is via telephone or Service Portal (Web).
Features
- Remote support from knowledgeable team to assist
- Flexible service where support can be increased as required
- Multiple engagement routes - telephone and/or web portal
- Advice Service to sanity check thought process prior to implementation
- Incident Management support with complex issues or service failures
- Secure systems access to client environments
- Up to 20 named authorised individuals can request support
- Additional Hours available to meet requirements
- Quarterly Service Report detailing incidents and requests placed and outcomes
Benefits
- Remote Support -inexpensive access to knowledgeable team for assistance.
- Flexiblility annual allocated hours not penalised if unused one month
- Inclusive can ask about any function or service within Azure
- Confidence can be used to peer review ideas and decisions
Pricing
£2,160 a unit an hour
Service documents
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Framework
G-Cloud 14
Service ID
8 8 8 6 7 1 3 3 7 5 6 4 9 0 9
Contact
Insight
Public Sector Tender Team
Telephone: 0344 846 3333
Email: pstenderteam@insight.com
Planning
- Planning service
- Yes
- How the planning service works
- As this specific service is remote support (advice and guidance), Insight will help a client review their plans for implementing minor changes but new or larger scale, project-type, implementations would be consumed under other Insight service offerings submitted.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
- Azure hosting service configuration and planning deployments
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- This service is a remote assistance and review service allowing clients to have their thoughts and ideas peer-reviewed by a knowledgeable team. This service should not be used for planning and migration for new deployments or moving from one tenant to another - Insight provides other services for that. This is remote assistance and guidance only for small scale changes to existing Azure infrastructures.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
- Microsoft Azure
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- Indirectly, Insight will provide remote peer-review services for quality assuring small-scale changes the client wishes to deploy. It does not provide testing functionality.
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by a third-party organisation
- How the support service works
- Microsoft Azure resources, applications, configurations, networking. Insight will provide remote advice and guidance for these services and can manage incidents on the platform for the client as part of the service.
Service scope
- Service constraints
- This is a remotely provided support service. Client retains ownership and responsibility for their environment. Insight has no access to the client environment - other services can assume that responsibility. It is for 'phone a friend' support when client is struggling with aspects of Microsoft Azure.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
All Service Requests (Advice and/or Guidance) are dealt with in UK Business Hours (Mon-Fri 08:00-17:00, excluding Bank and Public Holidays), Priority 1 and Priority 2 incidents will be handled 24/7. Priority 3 and Priority 4 incidents will be handled in UK Business Hours.
Response times for INCIDENTS are as follows: - P1 in 15 minutes, P2 in 30 minutes, P3 in 4 Business hours, P4 within 24 Business hours. - 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
- This is a remotely provided support service offering advice and guidance from a knowledgeable team of Azure Cloud engineers. In addition the service provides Incident Management to cover those times where the buyer is struggling to manage the incident due to technicalities and/or complexity. Insight will handle these on the buyer's behalf including engaging with Microsoft if needed. There is no variability in costs. The service comes with 50 hours of support per annum. More can be purchased in increments of 10 hours. The only caveat is any unused hours at the time of the annual renewal will be lost.
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Microsoft Azure
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- NQA
- ISO/IEC 27001 accreditation date
- 23rd December 2021
- What the ISO/IEC 27001 doesn’t cover
- Our certification includes: The supply of computer hardware, peripheral equipment, networking equipment, software, IT supplies and training courses. The configuration, test and repair of supplied computer equipment and the provision of client engineering services and technical support for computer systems and software, in accordance with Statement of Applicability V4 dated 18 March 2021.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- Yes
- CSA STAR accreditation date
- 1/29/2024
- CSA STAR certification level
- Level 1: CSA STAR Self-Assessment
- What the CSA STAR doesn’t cover
- N/A
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
"Insight’s commitment to the environment, fighting climate change, and helping our customers achieve their environmental objectives is implicit in our Environmental Policy, and ISO 14001:2015 accreditation. Which states “Insight is committed to the protection of the environment … in order to reduce the adverse environmental impacts of its products, activities, and services”.
As part of our corporate responsibility commitment, and in alignment with our value of Heart, we support and deliver charity projects across the UK that support making a better environment. We will leverage this commitment to deliver activities both internally and externally to the delivered services under this framework.
Our activities to fight climate change and support the environment will include minimising waste at our facilities, taking part in environmental projects for local charities, supporting knowledge development of our teams and customers. "Covid-19 recovery
"Since 2019 Insight have embraced hybrid working and supporting individuals from all areas of our business to work effectively from across the UK. We have learnt and developed practices and policies that support our teammates and our supply chain partners to deliver integrated services that add value.
We believe in the power of leveraging technology to drive positive changes in local communities across the globe. As such we work with suppliers that also follow this value, driving and supporting donation of devices, training, and upskilling services, and encouraging individuals from all stages of their career to work in technology.
Our activities to aid the recovery from the impact of COVID-19 include continuing to offer flexible hybrid remote working opportunities, providing physical and mental wellbeing services to our teammates through services such as Vitality Health, training, and skills development sessions, and offering employment opportunities through our Skills Academy."Tackling economic inequality
"Insights commitment to tackling economic inequality is driven by our value of Harmony, working as a solutions integrator we combine our expertise and services with key supply chain partners to deliver the best possible solution. Through our collaborative relationships we support customer engagement with specialist SMEs, which can lead to long term growth and development of new technology.
Our Social Value Strategy, which is aligned to the UK Governments model, aims to develop digital skills, enabling young people to access employment opportunities, and drive the future of our industry. We currently drive skills development through: our Skills Academy which delivers a 2-year programme to empower candidates from all stages of life to carve out a successful career in technology, and our STEM Ambassador programme that support activities to encourage the next generation of tech professionals.
Through delivery of work under the framework we support employment and development of skills through activities such as career advice, STEM events, work placements, and mentoring, along with continuing our partner and vendor alliance to support small upcoming specialist expert services to grow. "Equal opportunity
"Insight’s commitment to providing an environment of equal opportunity is detailed in our policies and demonstrated through our accreditations, which includes:
• Diversity, Inclusion and Equal Opportunities Policy, Global Human Rights Policy, and UK Flexible Working Policy.
• Certified Great Place to Work, Disability Confident Employer, and signatory of the UN Global Compact.
As a company we strive to ensure we meet, where possible exceed, the requirements of the Equality Act 2010, UK Government Social Value Model (PPN 06/20), Modern Slavery Act 2015, and any key legislative or social changes to ensure that our current and future teammates are provided with an environment that encourages equal opportunity through open accessible employment growth, skills development, and fair pay.
Our activities to support equal opportunities through the framework will include open and accessible recruitment practices, skills development through training courses, webinars and development sessions, promoting diversity through our teammate resource groups, and networking with individuals from all industries to support digital transformation."Wellbeing
"Wellbeing is a top priority at Insight, as such we have built and regularly promote a flexible, open, and safe culture. As a supportive community of individuals we implement our wellbeing policy, driven through our value of Heart, to provide an environment which encourages healthy communication and the long-term wellbeing of our teams.
As a Disability Confident Employer, certified Great Place to Work, and signatory of the Mental Health at Work Commitment, we ensure that our standards meet or exceed the expectations of both the standards, but also our teammates across our business.
Our activities to support wellbeing of all individuals providing services under this framework will include access to our online Wellbeing Hub, supporting the work of our teammate resource groups (ShesInsight, DiverseABILITY, Insight Stands Out, RESPECT), promoting wellbeing through webinars, provision of training for first aid and MHFA, implementing occupational wellness checks, and drive awareness of support available internally and externally."
Pricing
- Price
- £2,160 a unit an hour
- 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 pstenderteam@insight.com.
Tell them what format you need. It will help if you say what assistive technology you use.