Netflo Limited

IT Managed Services, Infrastructure Support and Microsoft 365 Support

Professional, friendly, experienced, UK based helpdesk. We're able to fully support and monitor servers, firewalls, networks and Microsoft 365 products and applications. Our helpdesk provide exceptional, prompt and efficient approach to support. Complete audit trail through professional ticketing system, no jargon approach to providing assistance.

Features

• IT Helpdesk and service desktop support for technology support services
• Proactive and reactive monitoring 24x7
• UK based support and consultancy team
• Microsoft 365 / Office 365 user support
• Incident response and remediation
• Data protection consultancy and solutions
• Disaster recovery consultancy and solutions
• Infrastructure management and support
• Managed services for ongoing support and maintenance
• Cyber Essentials and Cyber Essentials Plus consultancy and certification

Benefits

• Improved IT infrastructure performance and reliability
• Reduced business risk and downtime through disaster recovery solutions
• Enhanced data protection and security measures
• Expert guidance and support from Microsoft certified engineers
• Cost-effective technology design and implementation services
• Streamlined backup management for data protection
• Comprehensive cloud security assessments to identify vulnerabilities
• Compliance with industry standards and regulations
• Cyber safeguarding with efficient network security measures
• User support and assistance for seamless operations

£60 a device a month

• 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 gcloud@netflo.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

971573622764207

Contact

Jay Valambhia
02031515115
gcloud@netflo.co.uk

Planning

• Planning service: Yes
• How the planning service works: In order to assist buyers in planning the implementation of cloud hosting or software services, we engage in a collaborative process. This could involve surveys, interviews or workshops with key members. We start by gaining a deep understanding of your requirements and the challenges your business faces along with the end goals. This allows us to tailor our approach to your specific needs and work together to overcome any obstacles. We understand the critical nature of delivering your project on schedule, while also meeting your quality standards and budgetary constraints. The first phase of our project delivery approach involves a thorough assessment of your needs, leading to the agreement on a foundational support solution.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Our approach is to work hand-in-hand with clients throughout the project and service lifecycle, tailoring our methods to meet their specific training needs. This ensures a successful shift to cloud services and includes:; ; Training: We offer a variety of training methods, including one-on-one coaching on-site, group training sessions, video tutorials, training documentation, and remote training sessions via Teams.; Mentoring: We provide support and knowledge transfer directly to your in-house staff and/or other suppliers as part of everyday operations.; Shadowing: We offer part or full-time support to one or more individuals, specifically assisting in managing daily tasks and providing real-time support and assistance with new roles and responsibilities.; Informal Training Sessions: These are brief, focused sessions (typically 30 minutes) on relevant topics that help staff discover better ways of working and new ideas. These can be scheduled at lunchtime or at the end of the day, as suits your team.; Knowledge Repository Creation: We advocate for the establishment of a shared space for storing useful resources, such as worked examples, templates, and documentation. This facilitates improved working practices across your organisation.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migrating to the cloud or between cloud hosting services typically starts with an assessment. This involves understanding the existing infrastructure, applications, and data that need to be migrated, including the dependencies between different components.; ; Once the assessment is complete, a detailed migration plan is developed. This includes deciding on the cloud provider or the new cloud service, the migration strategy (like rehosting, refactoring, rearchitecting, or rebuilding), and the sequence of migration.; ; The next step is the actual migration. This involves setting up the cloud environment, migrating the applications and data, and then testing to ensure everything works as expected.; ; After the migration, the environment is continually monitored and optimised for performance, cost, and other factors.; ; Throughout this process, it’s important to consider factors like security, compliance, cost, and potential downtime. Tools provided by cloud service providers, as well as third-party tools, can often help automate and streamline this process.
• 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: We offer businesses comprehensive User Acceptance Testing (UAT) and customise our quality assurance methodology to suit each client's distinct needs. As part of our commitment to quality assurance, we offer clients regular reports on various metrics, including the number of tickets raised and average resolution times.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security audit services
• Certified security testers: No

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: 1. **Telephone and Email Support**:; - Our support team is available via phone and email to promptly address any queries, technical issues, or service requests.; - We provide assistance with troubleshooting, configuration, and general inquiries.; - Whether it's a minor glitch or a critical issue, our responsive support ensures minimal downtime and smooth operations.; ; 2. **Onsite Assistance**:; - Our commitment extends beyond virtual communication. When needed, our experts visit your location in and around London.; - We review system health, security measures, and scalability requirements.; - In case of emergencies or urgent situations, we swiftly attend your premises.; - Examples of reactive scenarios include server failures, data breaches, or critical application issues.; - Our team diagnoses the problem, implements fixes, and ensures minimal disruption.; - We collaborate with your IT staff (if applicable) to restore services promptly.; ; 3. **Specific Support Services**:; - **Software Deployment and Updates**:; - We assist with deploying and updating software, ensuring compatibility and security.; - This includes managing patches, version upgrades, and feature enhancements.; - **User Training and Documentation**:; - We provide user training sessions to ensure efficient utilisation of cloud services.; - Comprehensive documentation assists your team in managing the cloud environment effectively.

Service scope

• Service constraints: The majority of our support services are provided remotely. However, if there’s a need for an onsite visit, the arrival time may vary based on the location requiring support. ; Inclusive support is provided during working hours. ; Any support delivered outside working hours would be chargeable at the SFIA rate and emergency multiplier in our terms and conditions.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All of our support services are backed by comprehensive SLA's that are contractually agreed with our customers. We aim to answer all phones calls within 30 seconds, emails within 60 minutes and we will respond to tickets logged via the online ticketing platform, inline with the SLA assigned to the specific priority of the issue. The majority of support requests are resolved on the initial call or email.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: The ticketing system vendor we use has also conducted testing with assistive technology users. This ensures that the live chat feature is accessible and user-friendly for individuals who rely on assistive technologies.
• Support levels: Netflo’s client service operation is available during business hours and can be contacted by telephone, email or via the client portal. Support is included at no additional cost with Netflo's services. Netflo has one direct point of contact for customer support, which deals with all aspects of the service. The Netflo client services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible. ; ; Settings up a new device or consultancy to a clients infrastructure falls outside the scope of support. Netflo has a team of Technical Account Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft, Cisco, Dropsuite, Hornet Security, CloudFlare, ActivTrak, Keeper Security, YoDeck

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 21/06/2024
• What the ISO/IEC 27001 doesn’t cover: The scope of the Management System applies to the provision of IT managed services including support, consultancy and implementation
• 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

  Netflo is a carbon neutral company, and is in the process of being officially accredited as such. We have achieved this through a number of mechanisms, including, but not limited to:; -Using LED lighting in our office,; -Installing passive infrared (PIR) sensors to reduce electricity consumption,; -Implementing a cycle to work scheme,; -Maximising remote working in order to minimise the emissions associated with travel,; -Standardising on public transport, wherever possible, to avoid the emissions associated with travelling by car or plane,; -Migrating to Azure, which is up to 93% more energy-efficient and up to 98% more carbon efficient than an on-premises datacentre,; -Having an entirely electric fleet.; ; Furthermore, we are in the process of installing electric vehicle charging points at our office for use by both visitors and staff.; ; We influence our customers in a variety of ways, working closely with their environmental and IT teams to enable them to realise:; -The carbon neutral benefits of adopting cloud solutions, (e.g., Microsoft Azure) and moving away from paper-based processes,; -The incremental benefits that can be achieved through remote working and the use of other Microsoft collaborative toolsets.

  Covid-19 recovery

  To support our growing 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 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.; ; Netflo regularly supports charitable organisations through donations of either money or end of commercial life IT equipment. For example, we have donated a number of reconditioned systems to charity.; ; 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

  Netflo has successfully mentored two apprentices, and is due to take on at least one more in 2024. Furthermore, we are currently looking to employ a new office manager, and intend to either take on an additional apprentice or employ a NEET (someone Not in Education, Employment, or Training) to fill the role.; ; 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. Furthermore, Netflo encourages staff to pursue any additional QA training courses that will further develop their skills and knowledge.; ; Netflo is a Cyber Essentials Plus (CE+) accredited company, and support our clients in achieving CE / CE+ certification to enable them to comprehensively manage security risks.

  Equal opportunity

  Netflo 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, height adjustable 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.; ; Netflo 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.

  Wellbeing

  To support the wellbeing of our workforce, Netflo 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.; ; Netflo is committed to being a positive presence in the communities in which we operate. As such, if a member of staff wishes to contribute to a charitable cause by fundraising or volunteering, we grant them paid leave to do so, and can even match fund the money raised. 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.

Pricing

• Price: £60 a device a month
• 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 gcloud@netflo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.