Managed IT Service
Our managed IT service delivers outstanding IT support and access to a wide range of leading technology providers, meaning we can provide a scalable, secure and modern IT environment for our customers.
Service includes options for 24/7x365 support, cyber security, cloud services, datacentre, back up and disaster recovery and hardware.
Features
- Collaborative digital transformation roadmap
- Over 300 years combined experience across our managed IT team
- Options for 24/7 x 365 support
- Managed cloud services with private, public and hybrid hosting solution
- Cloud based disaster recovery planning and solutions
- Proactive, remote monitoring of your IT environment
- Threat protection with antivirus and ransomware solutions
- Maximum security/uptime within our state-of-the-art datacentre
- Microsoft Modern Workplace led digital transformation
- Extensive knowledge across the Office 365 landscape
Benefits
- Manageable, consistent cost model
- Transparent SLAs to manage expectations and buld trust
- Confidence from having a modern, compliant, secure and robust environment
- Peace of mind with proactive, accessible and experienced support team
- Assurance from accessing modern technology solutions
- Improved team working with collaboration tools
- Bolster efficiency with more productive employees
Pricing
£75 to £125 a user a year
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
9 8 6 7 8 8 7 9 5 9 5 1 0 5 4
Contact
Kick ICT
Natalie Davidson
Telephone: 01698844600
Email: natalie.davidson@kickict.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Private cloud
- Service constraints
- No constraints as the service is based on the makeup of the clients IT environment and the aspects of that we will be supporting.
- System requirements
- Microsoft Windows based devices
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Urgent (full system down, core application down for al users) – 30 minutes
· High (one user fully down, all users limited issue with core application) – 1 hour
· Normal (non urgent issues) - 2 hours
· Low (admin work/advice/new users) – 4 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
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- Onsite support
- Support levels
-
We adhere carefully to IT industry best practice. Our support function is provided via our dedicated helpdesk in Strathclyde Business Park, Bellshill from where we provide high quality support to over 500 customers.
We work to an always on methodology by proactively monitoring our customers systems to ensure issues are picked up before they become outages.
We use a number of leading edge systems and software applications to help maximize our service to customers, such as:
· CRM Case logging system with Online portal
· Solarwinds remote monitoring and control software
· Managed anti-virus, backup and anti-spam for layered security - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- We have a strict on boarding process to gather the correct technical detail required to support the infrastructure platform ongoing. This is detailed out more in our full proposal document.
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- We simply remove the remote monitoring and management agent that would have been deployed at take on.
- End-of-contract process
- Reactive help desk support during business hours (extra over 24/7 available on request and with an uplift to standard costs) and proactive remote monitoring and management powered by Solarwinds.
Using the service
- Web browser interface
- No
- Application to install
- No
- Designed for use on mobile devices
- No
- Service interface
- No
- User support accessibility
- None or don’t know
- API
- No
- Customisation available
- No
Scaling
- Independence of resources
- Its a cloud based service with elasticity
Analytics
- Service usage metrics
- Yes
- Metrics types
- From the rmm agent deployed a vast array of technical information can be gleaned and reported on by request.
- Reporting types
-
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Solarwinds RMM
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
- United Kingdom
- User control over data storage and processing locations
- No
- Datacentre security standards
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- Another external penetration testing organisation
- Protecting data at rest
- Physical access control, complying with CSA CCM v3.0
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- There is no data to export with this solution. call reports can be granted via our logs in Microsoft dynamics crm.
- Data export formats
- CSV
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
- Other
- Other protection between networks
- Traffic from the buyers network checks in to solarwinds secure private cloud via the install agent and the traffic is one way.
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
- There is a defined sla document that is attached in a later section
- Approach to resilience
- See attached documentation sets
- Outage reporting
- Email alerts
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Defined bu user groups and security policies.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Username or password
Audit information for users
- Access to user activity audit information
- Users contact the support team to get audit information
- How long user audit data is stored for
- User-defined
- Access to supplier activity audit information
- Users contact the support team to get audit information
- How long supplier audit data is stored for
- User-defined
- How long system logs are stored for
- User-defined
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
- Government led cyber essentials compliance
- Information security policies and processes
- In line with government led cyber essentials criteria with clear responsibility on some operation board members.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- The solution is built on solarwinds remote monitoring and management tool sets who have a clear road map of future releases and their approach to change management
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- In line with solarwinds security guidelines, polices and procedures
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Monitoring is built in to the rmm agent
- Incident management type
- Supplier-defined controls
- Incident management approach
- There is a documented process for raising any concern or incident, which will be looked at and actioned via the chain of command
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- No
Social Value
- Equal opportunity
-
Equal opportunity
Kick is an equal opportunity employer, committed to ensuring that, within the framework of the law (including all aspects of the Equality Act 2010), our workplace is free from unlawful or unfair discrimination on the grounds of colour, race, nationality, ethnic or national origin, sex, gender (including gender reassignment), sexual orientation, sexuality, age, marital status (including civil partnership), pregnancy and maternity, or disability. We aim to ensure that Kick staff achieve their full potential and that all employment decisions are taken without reference to irrelevant or discriminatory criteria. We have adopted the following equal opportunity policy as a means of helping to achieve these aims.
We are committed to ensuring that all our staff and applicants for employment are protected from unlawful discrimination in employment. Recruitment and employment decisions will be made based upon fair and objective criteria. Our selection procedures are reviewed from time to time to ensure that they are appropriate for achieving our objectives and for avoiding unlawful discrimination.
Pricing
- Price
- £75 to £125 a user a year
- Discount for educational organisations
- No
- Free trial available
- No