Core

Microsoft M365 Support & Professional Services - CoreGov

Core’s multi-lingual Managed Services department currently support over 40,000 users and devices in over 120 countries around the world. As well as offering support for over 150,000 Exchange Online mailboxes, we offer support from 1st-3rd line covering Microsoft365 applications such as Azure AD, Teams and SharePoint.

Features

• Multi-lingual support for globally dispersed organisations
• Support for Office365 and the Enterprise Mobility Suite (EMS)
• Patching and security monitoring of your desktops and servers
• Cloud hosted service desk system with end user access
• Monthly service updates to analyse call numbers and common issues
• 1st to 3rd line support or any mix in between
• Professional Services

Benefits

• Great user experience over the phone with multi-lingual servicedesk staff
• Reduce your service desk costs while increasing user satisfaction
• Agreed service levels
• Faster ticket resolution based on experience over multiple environments
• Peace of mind that your IT is monitored and secure
• On site support available

£1.50 to £12.00 a person a month

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

Framework

G-Cloud 13

Service ID

942764450615406

Contact

Paul Saer
+44 (0) 207 626 0516
webenquiry@core.co.uk

Planning

• Planning service: Yes
• How the planning service works: Core's Professional Services team will perform a full service planning and review for the service requirement. This planning will serve the design phase and final implementation. Core follow both Prince II and Agile.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft 365
  • Azure Services
  • Microsoft Viva
  • Microsoft EndPoint Manager
  • Windows 10 / 11
  • Microsoft SharePoint Online
  • Microsoft Viva
  • Microsoft Teams
  • Microsoft OneDrive for Business

Training

• Training service provided: Yes
• How the training service works: Core have a 3rd party software training package that we can license with Office 365. This allows for all of the Office 365 suite of products plus Windows 10. Students can take specific tracks or they can choose individual products.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Office 365
  • Windows 10

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Core utilise a hosted Quest Software Migration platform in Azure for migration of complex tenants and users from all earlier versions of Exchange and other Office 365 tenants without the need for costly Hybrid setups. we also use some 3rd party software that will allow us to migrate server workloads directly into Azure (e.g. SharePoint farm currently running on premise can be migrated to Azure).
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Office 365
  • Azure

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: All installations and migrations have a separate QA performed by a different consultant from the consultant that implemented the tooling and migration. The Quest products that we use already have performance logging output.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

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: Core will arrange a support contract with the client. We have support options for our clients products and standard Office 365 and EMS support for Microsoft.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are dependent on the request raised. For Managed Services tickets, the response times for different request types are listed in the Service Description document.
• 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: No
• Support levels: See rate card. Depending on chosen products and services.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft, Quest Software, One Identity, Beezy.

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: Lloyds Register
• ISO/IEC 27001 accreditation date: 15/04/2020
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 15/06/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: The CSA Star certification covers Microsoft Azure, Microsoft 365, Microsoft Dynamics 365 and Microsoft Dynamics CRM Online. Services not delivered on these platforms are excluded from CSA Star certification.
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc
• PCI DSS accreditation date: 29/07/2021
• What the PCI DSS doesn’t cover: PCI DSS Certification is specifically for Microsoft 365 and Microsoft Azure hosted services, including OneDrive for Business and SharePoint Online. Services not delivered on these platforms are excluded from PCI DSS certification.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  All Core solutions are hosted in the Microsoft Cloud platform, which is currently 79-93% more energy efficient than a traditional on premise datacentre. Currently over 60% of energy used in Microsoft Cloud datacentres is renewable, Microsoft have pledged to be carbon negative by 2030. ; ; Core runs no on premises IT infrastructure and all internal services are cloud-based, ensuring that all service compute is done using high efficiency hardware and powered by renewable energy. It reduces the demand for mined precious materials, manufacturing and road transportation impacts associated with acquiring and receiving private infrastructure, as well as overall energy consumption inefficiencies of running infrastructure that may not be being optimally utilised. ; ; Core advocates and supports the adoption of Hybrid Working to reduce unnecessary travel and associated emissions, reduce our corporate office footprint and support flexible working practices for our teams. ; ; All Core staff are issued with modern Energy Star rated laptop devices which typically consume 2/3 less electrical power than desktop computers. 95% of Core staff work remotely on any given day, reducing the overall load on public transport infrastructure, helping to reduce overall emissions.; ; In addition to the above, Core is also taking steps to reduce the environmental impact of our hybrid working operations.; ; In early 2022, we completed an audit of all end user devices in use across the company and calculated the carbon footprint generated as they are used to deliver our business outcomes, and we are currently developing a program to not only offset this in a properly accredited scheme, but to provide offerings to support our customers and partners to be able to easily do the same. ; ; Microsoft, with their commitment to reaching net zero emissions by 2030, will enable Core to become a net zero emissions organisation in the same timeframe.
• Covid-19 recovery:

  Covid-19 recovery

  Core changed our operational policies to protect our staff during the Covid 19 pandemic, and to help our customers to continue to build and develop services to support a hybrid workforce. ; ; We provide solutions to help customers make the most of remote working, including the ability to support and manage services without having to travel to specific office locations. However, these solutions also seamlessly enable users to work in the office environment too. ; ; This includes full collaboration and communication solutions and employee wellbeing platforms to ensure that staff are supported and included, regardless of their location. ; ; Our solutions will help customers to continue to work with no impact on user productivity in the event of a future wave of Covid-19 causing health concerns or impacting travel or office attendance capability, such as lockdown or if a member of staff tests positive for Covid-19.
• Tackling economic inequality:

  Tackling economic inequality

  Core is a London Living Wage accredited employer, ensuring that our staff members are able to live and thrive in their life outside of work (Decent work and Economic Growth); We are an inclusive employer, hiring people based on their talents and capabilities, regardless of any other factors (Gender Equality and Reduced Inequalities); Core hires new entrants to the employee marketplace where possible, such as graduates, then trains and develops them to start their IT career journey with Core, building skills and experience (Decent work and Economic Growth); Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities); Core is continually hiring staff as our business grows and develops. We currently have open roles in both London and Gdansk, and every new contract, such as this one, secures existing employment and presents opportunities for us to continue to grow our team. (Decent work and Economic Growth); Core funds training and development of all staff and encourages involvement in programmes that enable us to continuously develop our technical acumen. (Decent work and Economic Growth); Every employee at Core has a vested stake in our business success, all qualifying post probationary employees participate in an Enterprise Management Incentive where they have an equity stake in the Core business (Decent work and Economic Growth); Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing); Every member of permanent staff is enrolled in the company’s Pension Scheme (Decent work and Economic Growth)
• Equal opportunity:

  Equal opportunity

  We are an inclusive employer, hiring people based on their talents and capabilities, regardless of any other factors (Gender Equality and Reduced Inequalities); Core hires new entrants to the employee marketplace where possible, such as graduates, then trains and develops them to start their IT career journey with Core, building skills and experience (Decent work and Economic Growth); Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities); Core funds training and development of all staff and encourages involvement in programmes that enable us to continuously develop our technical acumen. (Decent work and Economic Growth); Every employee at Core has a vested stake in our business success, all qualifying post probationary employees participate in an Enterprise Management Incentive where they have an equity stake in the Core business (Decent work and Economic Growth); Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing); Every member of permanent staff is enrolled in the company’s Pension Scheme (Decent work and Economic Growth)
• Wellbeing:

  Wellbeing

  All Core permanent staff are entitled to 25 days annual leave per year, plus Public Holidays. ; Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities); Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing); Core conducts frequent Employee surveys, collecting feedback from our team on how the business can adapt or improve, internally or externally. We get good engagement from this process and all employee feedback is reviewed, discussed and implemented where appropriate. (Good health and Wellbeing)

Pricing

• Price: £1.50 to £12.00 a person a month
• Discount for educational organisations: No

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