ROC TECHNOLOGIES LIMITED

Managed Services

Whatever the requirement, Roc can manage all your hardware and software needs, from servers and desktops to applications, data and networks. We support our customers throughout the IT lifecycle, from initial strategy development and technology assessment - through to innovative design and procurement processes, implementation and management.

Features

• Roc can operate a 24x7x365 Service Desk.
• Infrastructure Patch Management defined by the patching policies
• Continual Service Improvement for your Cloud environment including Change Management
• Incident Event and problem management services
• Capacity and availability Management services
• Technical Support services using our subject matter experts.
• Infrastructure Monitoring,
• End User device Management
• Lifecycle and Knowledge Management
• Backup as a service

Benefits

• Working to deliver a cloud hosted backup solution
• Regular service reports, including cloud compliance information and reporting
• Automation and orchestration to optimise service process and operational activities.
• Monitoring coverage will provide thresholds for critical system metrics
• Agile support and projects for your Cloud environment.
• Client’s services managed to optimise the capacity of services
• Cloud Cost Optimisation, services managed to optimise availability and reliability.
• Service governance for your Cloud environment including proactive Cloud advice.
• Problem Management preventing the re-occurrence of issues
• Outcomes based, tailored Managed Services for customers.

£375.00 to £1,300.00 a unit a day

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

Framework

G-Cloud 14

Service ID

959211116514387

Contact

Gill Brown
08456476000
publicsector@roctechnologies.com

Planning

• Planning service: Yes
• How the planning service works: Roc has extensive experience in the design implementation and management of managed services. ; The seamless transition of service into the Roc Managed Service is critical. Ensuring there is no impact to users and the new service provides skilled representatives in a timely and efficient manner is of paramount importance. All transitions will be planned and communicated within an Agile project plan allowing Adaptive transformation to your Cloud environment. Roc working with the client to Provide an effortless experience for users and customers for your Cloud and hybrid estate
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Roc can work with its training partne to deliver bespoke training as required
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Part of our cloud management service can include working alongside organisation to Migrate services to the cloud. Plenty of thought does need to go into cloud as a like for like migration will normally not result in any kind of cost saving (often the reverse), therefore we would work with Client to identify workloads and / or services that would be better off or cost effective in the cloud and manage the migration and ongoing costs for these. Working together to deliver business value and outcomes based on delivering Cloud success,
• 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: Services are delivered in alignment with ITIL and Cyber Essentials standards, as well as ISO 20000, ISO 27001, ISO 9001 and ISO 14001. Client specific processes are underpinned by Roc's Process Management platform. During the service initiation and transition, Roc will map all applicable processes capturing all inputs , outputs and work instructions for each task within a process delivered as part of QA. Roc's cloud Availability & Capacity management service can be fulfilled using client or Roc owned tools. During the service initiation, Roc will work with the clients to determine the key monitoring elements that need to be configured to derive the maximum value from the service and capture performance related statistics.

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
  • CREST

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: As a matter of routine, all services are delivered remotely. Roc assumes that an existing, industry standard remote access mechanism will be available, via the internet, PSN, N3, RLI or dedicated client WAN. Roc also offers a range of optional field engineering services where required to support on-premise cloud components such as network infrastructure or private cloud platforms. Roc can support Azure AWs and UK Cloud (secure cloud). Roc would look to provide Improved visibility for your cloud environment.

Service scope

• Service constraints: The services within this document are designed to operate as a 2nd or 3rd line resolver group behind the client’s principal end-user service desk. Where the client uses a separate desk, Roc expects that the clients service desk will employ reasonable efforts to 1) eliminate end-user error and 2) identify the most appropriate resolver group.; Additionally, where a separate 1st line desk is in use, Roc request that the clients service desk will operate during the same hours as the selected Roc service and manage communications amongst client stakeholders.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All email and online support requests will receive an immediate automated response, The SLA associated with the specific contract will determine the actual response and resolution timescales, including and variation for weekend and bank holidays. This will typically range from30 minutes to 2 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: No
• Support levels: Support includes Technical Account Manager support ; engineers and a 24/7 Network Operation centre. ; Targeted response is based on the call priority and varies between 15 mins and up to 10 hours ; Roc’s Managed Services are offered based upon two standard hours of cover-; • Normal Business Hours: Monday to Friday, 08:00-18:00, excluding public holidays; • 24x7: 24 hours per day, 7 days per week, 365 days per year; ; Roc Compliments support by carrying out the assessment design and migration along with ongoing support for the cloud infrastructure."

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Azure, AWS and UKCloud (Secure Cloud) and Oriium Cloud backup

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: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 26/4/2018
• What the ISO/IEC 27001 doesn’t cover: Individual cloud service providers and datacenters. We require them to hold their own accreditations.
• 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

  Roc is accredited to ISO14001, has a Carbon Reduction Plan and is committed to achieving Net Zero in Scope 1&2 by 2035 and Scope 3 by 2050. We have a comprehensive understanding of how to influence stakeholders to support environmental protection and improvement. Our approach involves engaging all relevant parties, raising awareness of environmental opportunities and encouraging participation in sustainable practices. ; To reconnect people with the environment and increase awareness of ways to protect and enhance it, we undertake these activities:; • Engagement: engaging with stakeholders to raise awareness of the benefits of environmental opportunities identified. Through workshops, seminars, and outreach programs, we highlight the importance of environmental conservation and encourage active participation in related initiatives.; • Co-design/creation: working collaboratively with stakeholders to devise and deliver solutions that support environmental objectives. Involving stakeholders in the design and implementation process ensures that initiatives are tailored to meet their needs and priorities while maximising environmental benefits.; • Training and education: providing training and education to influence behaviour and promote sustainable practices among staff, suppliers, Partners and other stakeholders. This may include workshops on waste reduction, energy efficiency, and sustainable resource management. Empowering individuals to make informed decisions that minimise their environmental footprint.; • Partnering/collaborating: partnering with community organisations and other stakeholders to engage the community in environmental initiatives related to contracts. Experienced in collaborating with local groups, we leverage expertise/eesources to support environmental objectives and foster community involvement in sustainability efforts.; • Volunteering opportunities: offering volunteering opportunities for contract workforce, enabling them to undertake activities that encourage direct positive impact on the environment. This may include tree planting, litter clean-up campaigns, or habitat restoration projects, providing hands-on opportunities for individuals to contribute to environmental improvement efforts.; Through this, we actively engage stakeholders in supporting environmental protection/improvement and fostering a collective sustainability commitment.

  Covid-19 recovery

  Roc is a people-based business and we have worked closely with our teams to co-create Covid recovery plans. Roc had significant revenue streams from the hospitality and aviation sector resulting in exposure and revenue reduction during the Pandemic. Following the Covid 19 Pandemic Roc created a Post Pandemic Recovery Programme. This programme is led by our employee forum with representatives from across the business. Initiative include:; ; Organisation-wide impact assessment re-baselining our business plan/strategy and to inform recovery plans; Strategy to minimise the impact whilst maximising the opportunities created by the Pandemic; A review of our financial structure and funding solutions; Moving legacy systems to SAS based Cloud solutions; Creating a business plan to mitigate the impact of a future Pandemic's; Investing in staff training and awareness to identify opportunities where Roc could support organisations with their post-Covid recovery plans ; Providing on-line desk booking solutions to encourage our staff to return safely to the office; Creating an apprenticeship programme across the business bringing on new talent; Building partnerships with local suppliers to support the local economy; Working with our investment partner BGF to identify opportunities for growth and investment, especially in STEM ; Partnering with Higher Education to improve student safety and student experience, encouraging students to return to Campus; Implementing space utilisation solutions to provide employees with real time visibility of office utilisation and space availability; Creating sustainability solutions that help clients with providing more environmentally friendly workplaces and working practices to support the post pandemic recovery; Investment in capabilities including our Network and Cyber Practices, aligning to high-growth areas underpinning our economic recovery.; Our planning means Roc is confident that it has a solid business foundation to mitigate the impact of any future Pandemics whilst taking advantage of Post Covid-19, focussing on relevant solutions/services for employees, partners and clients.

  Tackling economic inequality

  One of Roc’s key mantras is ‘to make a difference in the community of which we serve’. We are committed to tackling inequality at the root by creating new business and employment opportunities and by offering enhanced education and training.; Where possible Roc always partner with local suppliers as required in the delivery of our projects which creates employment and apprenticeship opportunities. Alongside this Roc promote prompt payment principles and we mirror this expectation across our supplier chain.; Roc is dedicated to enhancing the lives of disadvantaged children and young people across Roc and our customers local communities, this has been demonstrated through existing youth club sponsorships, and regular charitable donations.; Community investment: Greenham Common Trust ; Roc have recently moved into a new headquarters, leased by the Greenham Common Trust. The Trust’s sole aim is to promote charitable purposes for the benefit of the inhabitants of Newbury, where Roc is located, and its environs. ; Whilst mostly promoting social inclusion and community projects, the Trust also donate and contribute toward the local environment, such as restoration to the local Common, environmental improvements to local areas and construction of local wildlife ponds. ; By leasing our headquarters from such an organisation, this ensures Roc are ensuring that costs for this lease are being used to directly benefit the local environment. ; Roc have defined cultural values, one of which is to, “Make a Difference,” which underpins our support and involvement in community initiatives and charitable work. We do this in the form of sponsorship, donations to national and local charities, which may also be suggested by our staff, and the funding of community projects. Every suggestion is given consideration throughout Good Cause grant scheme, whereby our employees apply for funds to support local charities and initiatives which are important to them.

  Equal opportunity

  Roc is committed to promoting equal opportunity within our organisation and our supply chain through focus on Equality, Diversity and Inclusion.; Aiming to eliminate unlawful discrimination, harassment, and victimisation through:; • Educating all staff about the Act's provisions, emphasising the prohibition of discriminatory behaviour. ; • Regularly assessing policies, procedures, and decision-making processes, identifying/rectifying any discriminatory elements. ; • Establishing clear channels for reporting ensuring prompt investigation and appropriate action to ensure compliance.; We advance Equal Opportunity by: ; • Gathering data on protected characteristics to understand disparities. ; • Conducting equality impact assessments for new policies, services, and projects. Consider how they affect different groups, adjust accordingly. ; • Ensuring that reasonable adjustments are made to accommodate individuals with disabilities or other protected characteristics. ; Fostering good relations by promoting inclusion, engaging with the community, and celebrating diversity. ; We regularly share information demonstrating compliance with the Equality Duty and set measurable equality objectives. Roc is an equal opportunities employer, providing a service free from unfair and unlawful discrimination. ; Our commitment - We value people as individuals with diverse opinions, cultures, lifestyles, and circumstances. All employees are covered by our Equality, Inclusion & Diversity Policy individual differences are recognised/valued, and every employee is entitled to a dignified and respectful working environment. We offer training, development, and progression opportunities to all employees and review all our employment practices to ensure fairness. Over 50% of our leadership is female.; Our commitment as a Service Provider - We aim to fulfil roles from within the local regions and form partnerships with local organisations in service delivery. We aim to provide services to all clients regardless of their characteristics. We believe that equality in the workplace is good management practice and makes sound business sense. We seek to encourage applicants from diverse and underrepresented supported by flexible working policies.

  Wellbeing

  Roc is committed to provide a safe working environment that prioritises the physical and mental wellbeing of our staff. Roc has trained counsellors who are available to discuss any wellbeing concerns with colleagues. Our ESG forum is responsible for identifying and tackling any wellbeing related working issues.; Our family leave offering is to be improved for FY25, offering enhanced maternity, paternity, adoption and shared parental pay provisions. We will review the impact of this in our employee survey and continue to review our offering to ensure that we continually addressing the needs of working parents. ; We offer genuine flexibility over place of work for every role that isn’t subject to the conditions of a client contract (i.e. some roles are required by the client to be present at a particular location or for particular hours). All our roles are offered as either hybrid (with free choice of office days) or remote with flexible working hours considered where possible. Implementation of tax efficient nursery schemes to support working parents (salary sacrifice) – currently under consideration. Implementation of Roc Academy, utilising our apprenticeship levy. Targeting at least 40% spend at levels 2-4. Ensuring that a portion of our training budget is targeted at digital skills and levels 2-4. ; Our employees are our business, therefore Roc devotes a lot of resource to their wellbeing. These include access to a wide range of support materials on a multitude of topics ranging from mental health, to working from home to good nutrition, reducing stress and general good health; a 24hr mental and physical health hotline; Mental health first aiders; and Support groups – e.g. related to the menopause.; Roc provide an employee benefits scheme to all employees which also provides access to wellbeing advise with qualified counselling sessions if required.

Pricing

• Price: £375.00 to £1,300.00 a unit a day
• 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 publicsector@roctechnologies.com. Tell them what format you need. It will help if you say what assistive technology you use.