Twin Technology

TT Cloud Help Desk 2024

Managed IT Support plans are specifically designed for organisations looking to outsource their IT resources to our dedicated specialist cloud support team. Our comprehensive support offers both on-premise / Cloud support products, including monitoring and support for all environments.

Features

• Physical/Virtual Server Support
• Storage Area Network (SAN) Support
• Network Attached Storage (NAS) Support
• Firewalls Support
• Switches Support
• Desktops (PCs/Macs/Laptops) Support
• Wireless Access Points Support
• Screen Sharing and Control
• Security Review and Enablement
• Single Sign-on (MFA)

Benefits

• Dedicated IT Support.
• Patch management.
• Provides software compliance.
• Remote and onsite support offered.
• Ticket numbering and problem ownership.
• Dedicated IT Teams who knows your systems.
• Managed SLA with 15 mins response.
• Preferred consultancy rates.
• Monitored systems.
• Cyber secure advise.

£10 to £65 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@twintechnology.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

920584860856876

Contact

Larry Rach
01923 228820
sales@twintechnology.co.uk

Planning

• Planning service: Yes
• How the planning service works: Our Gold, Silver, and Bronze cloud support plans are straightforward and easy to understand, providing customised cloud support services at a fixed monthly cost. You have peace of mind, knowing that your IT services are continuously monitored by highly skilled experts.; ; The Bronze Support package includes our award-winning remote support package, offering 8 hours of free remote support per month for all immediate IT challenges. This package is best suited for 15 users or less, making it ideal for small and medium-sized organisations that prioritise the role of IT in their overall performance.; ; The Silver Support package, we offer an extensive range of support services, including proactive management, unlimited remote support between 9 am and 5 pm, and competitive onsite rates. There are no limitations on the support you receive, ensuring total peace of mind whenever you need assistance.; ; The Gold Support package provides customers with a dedicated senior IT administrator who assumes the role of IT Manager within the organisation. This includes weekly catch-up meetings with the main stakeholders, regular onsite visits, assistance in developing a long-term IT strategy, plus ensuring alignment with modern workplace best practices. The Gold Support package also includes unlimited remote support and proactive monitoring.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Software and licence auditing
  • System planning for best practice
  • Onboarding and

Training

• Training service provided: Yes
• How the training service works: Twin Technology support services provide tailored training to help with using your environment, we provide this after the initial implementation and further training can be accessed when new features are released in the environment . You also have a dedicated account manager who will help you with specific requirements or escalations if needed.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Full migration and transfer from any previous supplier with knowledge transfer to enable a seemless transition.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our team regularly review the environment, and if chosen will have the ability to proactively monitor your environment. If you elect and chose we can also routinely provide enhancement suggestions to help achieve better quality and performance. We can assist further with penetration testing using agnostic tools to help and guide best practice.

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: Yes
• Security testing certifications: Cyber Scheme

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: We have support that allows your organisation to bespoke what service you require. Our average respond time is less than 1 hour.

Service scope

• Service constraints: Onsite visits are not included without a pre-agreed charge.; ; >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>; To assist your understanding we offer guidance and support on Monday to Friday 9 am to 5pm, unless agreed which we can cater for, this includes additional support from 8 am to 8 pm or 24 hrs x 7 days a week support, this is charged for separately.; <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 4 Hour responses with supported clients on a 15 minute SLA
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use MS Teams Chat.
• Support levels: We offer support catered to your specific requirement, from bronze, silver or gold support contracts with a SLA published individually or just simply ad-hoc support. Prices are flexible and dependent on your requirement, the average is about £20.00 per user per month, A dedicated account manager is allocated to you to oversee any requirements and you also have a team of technical support staff that you can access to ensure you get what you need.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Barclaycard
• PCI DSS accreditation date: 28/04/2019
• What the PCI DSS doesn’t cover: American Express and Diner card transactions
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Twin Technology is dedicated to the continuous improvement, understanding and taking appropriate responsibility for any adverse environmental, social, and economic impacts of its consultative work. In doing so, Twin Technology considers impacts on a life-cycle basis and prioritises actions according to: alignment with the companies values, magnitude of impact, and compliance with any applicable regulations.

  Equal opportunity

  Twin Technology has an equal opportunity policy already in place, It is our policy in recognition of all relevant legislation to ensure that there will be no discrimination on the grounds of colour, race, nationality, religion, gender, marital status, domestic circumstance, disability, sexual orientation, age, or any legal affiliation(s). This is a positive policy and it is the requirement of all staff, employed or contracted, to actively follow these requirements.

  Wellbeing

  Twin Technology's acknowledges the importance of wellbeing and this is incorporated within it health and safety policy.; Twin Technology Ltd recognises that it has responsibilities for the health and safety of our workforce whilst at work and others who could be affected by our work activities. We will assess the hazards and risks faced by our workforce in the course of their work and take action to control those risks to an acceptable, tolerable level.; Our Managers and Supervisors are made aware of their responsibilities and required to take all reasonable precautions to ensure the safety, health and welfare of our workforce and anyone else likely to be affected by the operation of our business.

Pricing

• Price: £10 to £65 a user a month
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@twintechnology.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.