Zenzero

Cloud IT Support and Managed Services

Managed IT Support Services for all aspects of infrastructure, cloud computing, M365 end user support and network support. Support is provided from Level 1 and 2 then via RACI matrix to Level 3 engineers. Field services engineers for onsite remedial or proactive services also available. ISO 9001 and 27001 compliant.

Features

• IT Service Desk and Dedicated Helpdesk
• Incidents and Problem Management, Service Requests
• Proactive and Reactive monitoring 24/7
• Weekend & 24/7 support
• Defined SLAs
• Aligned Technical Account Manager
• ITIL2 aligned Continual Service Improvement
• ITIL, ISO9001 and ISO27001 accredited
• Transparent service level attainment reporting
• Leveraged services to full dedicated service desk teams available

Benefits

• Improved uptime and availability
• Reduced IT total cost of ownership
• ITIL aligned incident management
• PRINCE2 aligned project management services
• Centralised subscription and licence management capabilities
• ISO 27001 working practices
• Increased user satisfaction levels
• Reduced organisational risk
• Service measurement including SLA reporting
• Predictable and easy to budget services

£600 to £1,200 a unit a day

• 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 hello@zenzero.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

966424153899139

Contact

Adam Crossling
03333209900
hello@zenzero.co.uk

Planning

• Planning service: Yes
• How the planning service works: In order to provide a solution tailored to the needs of the your organisation, Zenzero's experienced team will provide a highly collaborative and structured approach to implementation. This will begin with a discovery/scoping phase, where we will work closely with you to understand your needs, goals, challenges, and current infrastructure. Following this, we will be able to develop a detailed implementation plan that will enable use to integrate easily into your overall IT strategy and ensure seamless transition.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft 365
  • M365

Training

• Training service provided: Yes
• How the training service works: We provide robust user training on all Microsoft 365 products and tailor our approach to each client’s unique business needs. The training that we provide includes training guides for both administrators & users, classroom-style training, videos, and floorwalking. We can deliver training remotely or in-person, providing it to small groups or one to one, depending on your needs.
• Training is tied to specific services: Yes
• Services the training service works with: Microsoft 365

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We will utilise best practise PRINCE2 project management and GDS-approved Agile methods to ensure successful migration delivery with minimal disruption to your staff.; Zenzero take pride in providing a professional, tailored migration approach, supported by our Solutions Partner status through Microsoft. We will work closely with you to identify key areas of improvement within your business that can be resolved through a professionally designed, configured, implemented, and supported solution. Our experienced architects, security & business consultants and engineers will then guide you through every step of the implementation progress, managing your expectations, minimising the impact of change on your business, and ensuring your migration runs as smoothly as possible.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft 365
  • M365

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Zenzero are highly experienced at providing migration, design, and support services for Microsoft 365 solutions. As such, we have proven processes that enable us to provide robust quality assurance and performance testing, following ISO 9001 best practice. All of our employees are trained according to our formal Quality Management System, beginning with a comprehensive induction; they are therefore well placed to provide robust quality assurance for our customers. We provide businesses with robust User Acceptance Testing (UAT) and tailor our quality assurance approach according to each client’s unique requirements.; ; As part of our quality assurance approach, we can provide clients with regular reporting on a number of topics, including number of tickets opened and average resolution times.

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: Other
• Other security testing certifications: Microsoft

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: Our expert technicians offer professional, friendly and straightforward IT support to businesses.; We are able to support and monitor all aspects of a Microsoft 365 environment and provide prompt and efficient fixes to issues. We provide a complete audit trail through our industry-leading IT Helpdesk software, and are committed to a “no jargon” approach to ensure our support is as straightforward and accessible as possible. We also schedule regular site visits to ensure that everything is operating smoothly and efficiently.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Zenzero’s Microsoft certified, UK-based IT helpdesk provides unlimited support to customers 8:00-18:00, Monday to Friday via phone, email, and our website. In addition to this, we provide 24/7 out-of-hours emergency support as required. The majority of queries and issues we receive can be resolved remotely by our IT service desk, ensuring a fast, efficient response. For more complex issues, we can quickly arrange for onsite IT support from one of our experienced, friendly IT technicians.; ; Business critical incidents are picked up within an hour. Medium severity within 4 hours and low priority on next business day.; Support is available 24/7/365.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Zenzero’s Microsoft certified, UK-based IT helpdesk provides unlimited support to customers 8:00-18:00, Monday to Friday via phone, email, and our website. In addition to this, we provide 24/7 out-of-hours emergency support as required. The majority of queries and issues we receive can be resolved remotely by our IT service desk, ensuring a fast, efficient response. However, for more complex issues, we can quickly arrange for onsite IT support from one of our experienced, friendly IT technicians.

Resellers

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

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: BSI
• ISO/IEC 27001 accreditation date: 02/07/2023
• What the ISO/IEC 27001 doesn’t cover: All sites other than London and Coventry
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: OSCP (Offensive Security Certified Professional)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Zenzero is actively engaged in Environmental, Social, and Governance (ESG) work, demonstrating a strong commitment to sustainability and ethical practices. They are in the final stages of being a certified B Corporation, which means they meet high standards of social and environmental performance, accountability, and transparency. As part of their ESG efforts, Zenzero has joined the Tech Zero taskforce, aligning with other tech companies to tackle the climate crisis and drive progress towards net zero carbon emissions. They have pledged to become carbon neutral by 2027 and are implementing measures such as an electric vehicle salary sacrifice scheme and cycle to work schemes to reduce their travel emissions

  Covid-19 recovery

  Covid-19 recovery; ; During COVID 19 to support our workforce, we held (and continue to hold) regular team huddles and one-to-one calls via Microsoft Teams to check in with staff and understand the state of their wellbeing. This included ensuring that the environments they were working in were suitable and supportive. We are proud of the pastoral care we provide to our employees, particularly the younger members of staff and those who do not have a family around them that can operate as a support group.; ; We provide all staff with private medical care via Vitality. These services provide them with full private healthcare benefits, including access to a mental health helpline and a range of complementary therapies, including holistic therapies.; ; We regularly supports charitable organisations and educational establishments through donations of either money or end of commercial life IT equipment. For example, we have donated a number of reconditioned systems to a school in Kenya.; ; Furthermore, we work with a number of local entrepreneurs who own small businesses, supporting them through employment opportunities, mentoring, and knowledge sharing.

  Tackling economic inequality

  Tackling economic inequality; ; Zenzero regularly take on board apprentices and will continue to do. Some of our previous apprentices are still with the company and hold roles such as: technician, systems administrator, helpdesk team leader, and head of technical. Furthermore, to support our growth we have 27 open vacancies across all regions. Zenzero is an equal opportunity employer. ; ; Every employee benefits from a personalised training matrix that enables us to track their development and ensure they receive all the training required to perform their role to the highest possible standard. The scope of this internal training includes working with our primary software providers to help staff gain accreditation and degrees, including with Microsoft, as Zenzero is a Microsoft Solutions Partner. Furthermore, Zenzero encourages staff to pursue any additional QA training courses that will further develop their skills and knowledge.

  Equal opportunity

  Equal opportunity; ; Zenzero is an equal opportunities employer and welcome applications from people from all backgrounds and experiences, including individuals with disabilities. All staff receive equality, diversity & inclusion (EDI) training, and any employee whose role includes conducting interviews also undergoes training on disability sensitivity. We are committed to supporting disabled employees with any reasonable adjustments they require, including:; -Assistive technology,; -Non-medical assistive support, such as ergonomic chairs, desks, and mice & keyboards,; -Flexible working hours in order to accommodate their needs within the scope of our operations.; ; Requests for reasonable adjustments are voluntary and confidential, and we will work closely with any employee who requests them to provide the support and accommodation necessary to enable them to fulfil their role.; ; Zenzero has a multicultural workforce, with employees from a range of races, religions, and other protected characteristics under the Equality Act 2010. We are committed to providing all staff with the same support, guidance, and opportunities for development, and have procedures in place to prevent discrimination and promote EDI. Harassment or victimisation of any kind are not tolerated and will result in swift and severe action.; ; We are also in the process of gaining Investors in People accreditation.

  Wellbeing

  Wellbeing; ; To support the wellbeing of our workforce, Zenzero holds regular team huddles and one-to-one meetings to check in with staff and understand the state of their wellbeing. During the COVID-19 pandemic, these were conducted via Microsoft Teams, but we are now also introducing in-person meetings/huddles. During the pandemic, these calls including checking in with staff to ensure that the environments they were working in were suitable and supportive. We are proud of the pastoral care we provide to our employees, particularly the younger members of staff and those who do not have a family around them that can operate as a support group.; ; In order to protect both their physical and mental wellbeing, we provide staff with private medical care via Vitality. These services provide them with full private healthcare benefits, such as access to a mental health helpline and a range of complementary therapies, including holistic therapies.; ; We encourage staff to play a positive role in the community, and support them with knowledge & expertise, equipment, and money, as necessary, to enable them to do so.; ; Additionally, Zenzero holds regular social events for all teams and regions globally to create a positive and fun working environment

Pricing

• Price: £600 to £1,200 a unit a day
• 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 hello@zenzero.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.