EFICODE UK LIMITED

Atlassian Total Support

Eficode Total Support offers comprehensive Atlassian tool management including administration, optimisation, configuration, and emergency support. Our service provides access to Atlassian experts, helping teams stay focused on core functions rather than toolset management​ of Jira, Confluence, Bitbucket and other applications.

Features

• 24/7 Support Availability for Critical Issues
• Dedicated Atlassian Experts
• Full Atlassian Tool Coverage
• Configuration and Optimization
• Onboarding Healthcheck
• Administration Services
• Training and Mentoring
• Multi-Tiered Support Plans
• Emergency Support

Benefits

• Reduced Operational Costs
• Increased Productivity
• Quick Problem Resolution
• Enhanced Tool Utilisation
• Peace of Mind
• Risk Mitigation
• Cost Predictability

£12,000 a unit a year

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

Framework

G-Cloud 14

Service ID

942726283808664

Contact

Jon Olsen
+44 (0) 845 459 9530
licensing_uk@eficode.com

Planning

• Planning service: Yes
• How the planning service works: Eficode assists buyers in implementing Total Support services through a structured onboarding process, designed to ensure a smooth and efficient transition. Initially, we conduct technical and operational onboarding understand the buyer's current environment and specific needs. This assessment allows us to tailor our support and configuration services to align perfectly with the buyer's operational goals and technical requirements.; ; Throughout the process, our team of Atlassian-certified experts offers continuous support and expert advice, ensuring that the buyer's team is fully prepared and confident in managing and utilising their new Total Support service effectively. This proactive approach not only facilitates a seamless transition but also sets the foundation for sustained operational success and efficiency.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Jira Software
  • Jira Service Management
  • Confluence
  • Bitbucket
  • Bamboo
  • Jira Work Management

Training

• Training service provided: Yes
• How the training service works: Eficode Total Support provides extensive training for cloud, server and data center instances, focusing on maximising the potential of Atlassian tools. Our training programs are tailored to meet the specific needs of each team and include one-to-one coaching, bespoke training sessions, and mentoring by certified consultants. These sessions are designed to enhance skills in using, managing, and optimising Atlassian tools effectively within cloud environments.; ; Training covers a broad range of topics from basic functionality to advanced features, ensuring that all users, regardless of their prior expertise, can fully leverage their Atlassian tools. This approach not only boosts individual competency but also enhances team productivity and efficiency in managing cloud-based resources. Our goal is to empower teams to be self-sufficient in their use of cloud technologies, thereby optimising their operational workflows and achieving their business objectives more effectively.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Jira Software
  • Jira Service Management
  • Confluence
  • Bitbucket
  • Bamboo
  • Other 3rd party apps
  • Jira Work Management

Setup and migration

• Setup or migration service available: No

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: Hosting or software provided by a third-party organisation
• How the support service works: Eficode Total Support provides comprehensive support services for companies using Atlassian tools, enabling them to optimise and manage their applications efficiently. This service covers a wide array of Atlassian products, including Jira Software, Jira Service Management, Confluence, and Bitbucket across Cloud, Server, and Data Center platforms. Regardless of the configuration, Eficode ensures that all tools are fully supported, allowing businesses to benefit from enhanced functionality and streamlined operations.; ; The support extends beyond basic maintenance; it includes 24/7 access to Atlassian experts for high-impact issues, ensuring that businesses receive immediate assistance whenever needed. This is complemented by routine optimisation and configuration services tailored to each company’s specific needs, helping to maintain the health and performance of their Atlassian environments.; ; Eficode's approach includes a strategic mix of administration, coaching, and training services. These are designed to educate and empower teams, enhancing their ability to utilise Atlassian tools effectively. The aim is to relieve teams from the technical complexities of tool management, allowing them to focus more on their core functions and business goals, thus driving overall productivity and efficiency.

Service scope

• Service constraints: Eficode Total Support is optimised for coaching, mentoring, training, solution design, optimisation, and configuration, as well as offering support, training, and administration. It's essential for buyers to note that Total Support does not include services for data migrations and merges, installations and upgrades, Jira Align services, or large-scale project implementations. For these tasks, T&M plus Consultancy services are recommended, which provide dedicated assistance for such extensive operations. Total Support, on the other hand, is best suited for organisations seeking ongoing support and skill development to maximise their Atlassian toolset efficiency.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Eficode Total Support provides rapid response times for questions, adhering to the SLAs mentioned on our Trust Centre page. While the exact response times can vary, Eficode ensures that critical issues receive a response within 1 hour, 24/7, including weekends. For less urgent matters, response times may align with business hours. It's advisable to consult the specific SLA details for precise time frames, as weekends may have different coverage depending on the issue's priority level.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Eficode Total Support offers a comprehensive Service Level Agreement (SLA) ensuring prompt attention to support queries with varying response times based on the issue's priority:; ; Critical Issues: Around-the-clock support with an initial response within 1 hour and a target resolution within 4 hours, including continuous status updates every 2 hours.; ; Major Issues: Responses during Primary Working Hours with an initial response within 4 hours, detailed within 12 hours, and a resolution target within 24 hours, accompanied by daily updates.; ; Minor Issues: Addressed during Primary Working Hours with an initial response within 8 hours, detailed within 18 hours, and a resolution target within 48 hours, with weekly status reports.; ; Support costs and the inclusion of roles like a Technical Account Manager or Cloud Support Engineer depend on the chosen support plan. These specifics, tailored to different operational scales and needs, can be clarified directly with Eficode.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Atlassian

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: KPMG
• ISO/IEC 27001 accreditation date: 29/09/2023
• What the ISO/IEC 27001 doesn’t cover: N/a
• 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

  Eficode services support businesses to leverage technology to tackle some of the world's biggest problems, including climate change. Please see a case study of how we helped one customer do just that: https://www.eficode.com/cases/puro.earth; ; Through our work we help our clients reach ; their carbon-neutral goals, we advise and assist them in transitioning to more environmentally friendly and resource-efficient infrastructure. In our latest sustainability report, Kristina from our managed services team explains how we aim at transitioning customers from their own data centers to utilising colocation and cloud service data centers. Recently, we’ve undertaken a significant initiative to encourage our clients to join shared ecosystems such as Atlassian Cloud, aiming to ; minimize their environmental footprint. Over the past year, we’ve actively assisted our largest clients in planning their migration to the cloud by optimizing their resources. This involves actions like scaling ; down staging environments during off-hours, transitioning CI/CD workloads to more on-demand ; usage through cloud services, and removing unnecessary services. Importantly, we procure services from partners committed to carbon-neutral objectives, aligning with our sustainability goals. This strategic approach not only enhances operational efficiency but also contributes to a more ; environmentally responsible and resource-efficient infrastructure for our customers.; ; Eficode has both an internal Code of Conduct and a Supplier Code of Conduct that sets out the behaviors and actions we expect and encourage within our employees and our supply chain. This includes commitments to security, business ethics and integrity, fairness and transparency and positive contributions to people and the planet.

  Covid-19 recovery

  Eficode is a high growth business operating within the services industry. The services industry currently holds over an 80% share of the UK economy. Eficode currently employs c. 600 people across the group and is projected to increase this to 1000 by 2027. Approximately 10% of these news jobs will be created within the UK operations. Additionally, Eficode engages a number of small to medium sized local businesses within its supply chain and its demand for services from these local businesses increases with Eficodes growth.; ; Eficode runs and supports a number of programs that assist people in re-training and/or returning to work following unemployment. Of note, we donate all of our e-waste to a local charity that uses it to re-train young people suffering from unemployment in the skills required to securely manage e-waste and refurbish or recycle hardware. In-house we provide apprenticeship programs and internships as well as working with local schools to provide work experience. We partner with Community Interest Company Not for Profit STEMazing to provide workshops in schools to encourage people into STEM careers. In conjunction with our EU entities we also provide a DevOps academy that provides hands-on technical work experience and skills, many cadets have progressed to start careers within Eficode following the program or have successfully used the program to springboard their careers in DevOps.

  Tackling economic inequality

  Eficode engages a number of small businesses within its supply chain to provide supporting services such as technical consultancy, marketing, and technical tool solutions. In the delivery of our own services, as well as supporting large clients, we support small businesses to grow. Here is a relevant case study: https://www.eficode.com/cases/specshell-case; ; Eficode has an equality diversity and inclusion policy and program that has a heavy focus on ensuring equity within the recruitment process. This includes ensuring all job adverts use inclusive language, that remote or hybrid working options are provided as standard widening the locations we can hire from, and that only the minimum qualifications required for the role are requested focusing on hiring for attitude and not aptitude. Eficode provides comprehensive training to all managers in unconscious bias and equality diversity and inclusion. ; ; Eficode provides apprenticeship programs and internships as well as working with local schools to provide work experience. We partner with Community Interest Company Not for Profit STEMazing to provide workshops in schools to encourage people into STEM careers. In conjunction with our EU entities we also provide a DevOps academy that provides hands-on technical work experience and skills, many cadets have progressed to start careers within Eficode following the program or have successfully used the program to springboard their careers in DevOps. Eficode also provides all employees with an annual training budget of £2500 to increase their skills and knowledge relevant to the sector and their role, in addition to paying for professional/technical training and qualifications, memberships and subscriptions necessary for their role. Eficode also offers free books and udemy courses to all employees. ; ; Through delivery of our services we support the internal teams of our customers to develop their own skills through training and mentoring, empowering them to add value within their organisations.

  Equal opportunity

  Eficode has an equality diversity and inclusion policy and program that has a heavy focus on ensuring equity within the recruitment process. This includes ensuring all job adverts use inclusive language, that remote or hybrid working options are provided as standard limiting barriers, and we invite all applicants and existing employees to inform us of any adjustments we can make to improve working conditions. Eficode provides comprehensive training to all managers and employees in unconscious bias and equality diversity and inclusion.; ; Eficode provides apprenticeship programs and internships as well as working with local schools to provide work experience. In conjunction with our EU entities we also provide a DevOps academy that provides hands-on technical work experience and skills, many cadets have progressed to start careers within Eficode following the program or have successfully used the program to springboard their careers in DevOps. Eficode also provides all employees with an annual training budget of £2500 to increase their skills and knowledge relevant to the sector and their role, in addition to paying for professional/technical training and qualifications, memberships and subscriptions necessary for their role. Eficode also offers free books and udemy courses to all employees. ; ; Eficode has both an internal Code of Conduct and a Supplier Code of Conduct that sets out the behaviors and actions we expect and encourage within our employees and our supply chain. This includes commitments to security, business ethics and integrity, fairness and transparency and positive contributions to people and the planet.; ; Eficode has worked with many clients to leverage technology in reducing inequality. Here is a relevant case study: https://www.eficode.com/cases/turku

  Wellbeing

  Eficode UK was voted Best Small Company to work for in 2023, something we are very proud of. A huge part of this achievement is due to the investment we make in looking after our people. Eficode provides a range of benefits to support employees wellbeing, physical and mental health, including access to mental health first aiders, private health care, cycle to work scheme, free meals, healthy snacks onsite, comped holistic therapies, free flu jabs, free books, a program of complimentary sessions such as virtual yoga, financial advice and access to apps such as headspace. We provide a generous work from home budget in addition to a range of standard equipment provided as standard so that employees can maximize the benefits from working from home, as well providing an engaging office space for those who wish to enjoy the social elements and onsite benefits of hybrid working. All employees are given three paid volunteering days per year to support them in giving back to the community in any way they like, in addition to being able to take part in organisation led initiatives such as an annual shoe box appeal, Christmas card scheme, beach cleans and other community based events and volunteering. ; ; Eficode has both an internal Code of Conduct and a Supplier Code of Conduct that sets out the behaviors and actions we expect and encourage within our employees and our supply chain. This includes commitments to security, business ethics and integrity, fairness and transparency and positive contributions to people and the planet.

Pricing

• Price: £12,000 a unit a year
• Discount for educational organisations: No

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