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Fujitsu Services Limited

Fujitsu Enterprise Product Support Service (EPSS)

Fujitsu delivers a standalone managed annual support service providing software break/fix, proactive information and advice on all Microsoft products, on any platform, that is flexible, scalable and affordable . It augments an I.T. department’s skills to provide a superior and better value alternative to Microsoft’s Unified Support offering.

Features

  • Priced in line with your operational requirements.
  • UK based 24x7 break/fix support for critical outages.
  • A managed service with a UK-based Technical Account Manager.
  • Flexible reporting and service use information.
  • Proactive support to empower your staff and reduce downtime.
  • Real-time lifecycle and security information.
  • Proactive, training, and preventative services delivered by Microsoft available
  • Near-instant response, irrespective of case severity.
  • Covers all Microsoft software/versions – On-premise and cloud-based.
  • Reasonable endeavours support included as standard on all Microsoft software

Benefits

  • Typical cost savings of 50-70% compared to direct Microsoft support.
  • Flexible procurement and sizing to ensure control and value.
  • Delivered 24x7 by highly experienced UK based Fujitsu engineers.
  • Co-delivered in partnership with Microsoft with access to Microsoft-delivered features.
  • Support for ALL your Microsoft software - on-premise, cloud, client/server.
  • Support co-ordination with Citrix and AWS for a holistic view.
  • Leverage Fujitsu’s Microsoft global alliance focus to help drive value.
  • Integrates tightly with other Fujitsu-delivered services.
  • Take back control of support costs, buy what you need.
  • "Reasonable Endeavours" support for out-of-support software as standard.

Pricing

£0 a unit a week

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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

9 0 0 8 5 6 5 4 8 1 9 1 4 1 8

Contact

Fujitsu Services Limited Sam Skinner
Telephone: 07867829234
Email: government.frameworks@fujitsu.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
EPSS accelerates and de-risks Cloud migration (on-prem to Cloud) and moving between Clouds by providing proactive support information from both our own engineers and Microsoft to avoid known issues, and advice and guidance as required to customer staff conducting the migration. Before, during, and after migration, we can provide health-check services to ensure that infrastructure is healthy and ready to migrate, and confidence that migrated infrastructure is working effectively. Finally, break/fix support is provided throughout to resolve live issues quickly and efficiently as they happen. Combining these proactive, preventative, and reactive elements ensures that migration projects are successfully completed with the minimum delay.
Setup or migration service is for specific cloud services
Yes
List of supported services
Please refer to SDD

Quality assurance and performance testing

Quality assurance and performance testing service
No

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
EPSS provides support-orientated advice and guidance on the use, troubleshooting, and optimisation of the supported software and Cloud services. Beyond that, EPSS also provides timely and rapid break/fix support in the event of the software or cloud service not performing as expected. Under EPSS, we provide support all products by Microsoft - be they on-prem or Cloud (Microsoft365, Office365, Dynamics365, Azure). The level of support provided is in line with the Microsoft Product Support Lifecycle Policy. Beyond that, we also provide a "reasonable endeavours" support service on software versions that have passed out of Extended Support lifecycle phase during core business hours only. Cases are initially raised directly with our engineers by telephone, and once logged and initial troubleshooting or evidence-gathering specified, further and ongoing investigation to resolution can be continued over the most appropriate means – telephone, email, instant message, etc.

Service scope

Service constraints
1. Support is only available in English language
2. Severity B and C cases can only be raised and progressed during core business hours (0800-1730, Monday-Friday, excluding English public holidays)
3. Full support is only provided subject to the Microsoft Support Lifecycle Policy
4. Each EPSS Support Request includes up to 12 hours of Microsoft engineering time. Excess Microsoft support hours are recovered at a specified hourly rate.
5. Support is not provided for debugging or optimisation of customer-written or 3rd party scripts or code.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Initial raising of Support Requests are raised by telephone, but subsequent case progression can be by email. Communication with the Technical Account Manager can be by telephone, email, or Instant Message. Initial case contact has a target response time. Beyond that, responses are typically same-day. Weekend telephone responses are the same.
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
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web-chat is available through Microsoft Teams for organisations that are federated to Fujitsu.
Web chat accessibility testing
None that I'm aware of
Support levels
EPSS delivers a number of hours per year of named, UK-based, SC-cleared, native English-speaking Technical Account Manager. The number of hours included will depend on the number of Support Requests. When sizing an EPSS service, customers decide how many Support Requests they require per year, and this is how the service is sized. Should the number of available Support Requests reach zero before the expiration of the contract year, then additional Support Requests may be purchased. Each Support Request is raised at a given Severity level, and each Severity Level has a given initial contact target response time associated with it (Sev A - 1 hour, Sev B - 2 hour, Sev C - 4 hour), but in practice the response is near-instant, given that initial contact when opening a Support Request is by direct telephone contact with our engineering team in the UK.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Core of EPSS, but Microsoft-provided options can be added

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
Bureau Veritas
ISO/IEC 27001 accreditation date
06/01/2022
What the ISO/IEC 27001 doesn’t cover
All reference control objectives and controls of the standard are in scope, and all aspects of the offerings
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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Covid-19 recovery

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Tackling economic inequality

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Equal opportunity

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Wellbeing

Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Pricing

Price
£0 a unit a week
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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.