Stone Technologies Limited trading as Converge Technology Solutions

Stone Cloud Managed Networking Support

Stone Cloud Managed Networking - powered by Cisco Meraki - This support package allows existing customers of Stone's platform to extend their support and agreements.

Features

• Business hours remote support
• Complete tailoring of support to customer requirements
• Continuation of existing service
• Automated notifications
• Dedicated technical support function
• On site support (if required).

Benefits

• Maintains uptime and continuity of service
• Zero configuration
• Zero downtime
• Zero deployment
• Business as usual

£15 a unit

• Education pricing available

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 tenders@stonecomputers.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

945480652260875

Contact

Antony Mellor
08448 22 11 22
tenders@stonecomputers.co.uk

Planning

• Planning service: No

Training

• Training service provided: No

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: 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: CHECK

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Stone provides business hours remote and on site support for Cisco Meraki cloud networking provisions.

Service scope

• Service constraints: This is for existing Stone Managed Networking Service customers only.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24 x 7, excluding bank holidays and Christmas; ; SLA; - Automated Acknowledgement immediate; - Target resolution within 4 business hours
• 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: WCAG 2.1 A
• Web chat accessibility testing: We have a formal contract with the UK's largest charity providing IT support and services for families raising disabled or seriously ill children and young people, therefore our people and processes support those that have assistive technology needs.
• Support levels: Support Telephone call answered within 30 seconds (90%) with emails and web requests acknowledged within 1 business hour (90%). ; Pro-active monitoring and alerting of Cloud infrastructure Response Service call logged on Stone Helpdesk. ; Call transferred to Specialist Support Engineer for immediate response, or if this is not available the customer will receive a call by the Specialist Support Engineer within 60 minutes of the call being logged (90%).

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cisco Meraki

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: NQA
• ISO/IEC 27001 accreditation date: 30/11/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 13/07/2020
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001:2015
  • ISO 22301:2012

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Stone understands the value of ensuring good representation of disabled people in the workforce, and in skills development both within the workforce and that of the community it serves. The following represents two examples of value from the services Stone delivers: • Increasing representation of disabled people in the workforce: As a Disability Confident employer, Stone commits to recruit, retain, and develop disabled people to serve your organisation. Contracting a supplier displaying the Disability Confident badge will also show disabled people that you recognise their value, supporting you in recruiting and retaining disabled people. Stone commits to providing: o Inclusive and accessible recruitment o Accessible communication of vacancies o Interviews to disabled people o Reasonable workplace adjustments o Support for existing employees • Supporting families of disabled or seriously ill children to have the same opportunities, as other families: By selecting Stone you will directly contribute towards a 12-year partnership with the Family Fund. Family Fund is the UK’s largest charity providing grants for families raising disabled or seriously ill children and young people under 21. Stone provides a comprehensive range of technologies and related support for the families via phone and online portal, highlighting products available and providing easy-to‐digest information, written with the families in mind and free from technical jargon) and via a text and messaging service. “Stone have been integral to us fulfilling our technology grants effectively and with unwavering customer service. The partnership enables us to provide a wide range of digital equipment across multiple platforms, the majority with assistive technology, which help support the needs of those with disabilities. Stone have proven themselves to be flexible and adaptable to change as we have grown, and the needs of the families we support have evolved, displaying strong values and commitment to our partnership and our cause.”

Pricing

• Price: £15 a unit
• Discount for educational organisations: Yes

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