Splunk - Managed Support Service
NETbuilder provides world-class Splunk Managed Services for your Splunk cloud infrastructure, application and operations with tailored models, dedicated solutions and DevOps experts for Splunk SOAR, ES, ITISI, Observability and more. You select the plan that matches your needs and we start supporting your Splunk estate.
Features
- Flexible support levels with 24x7 helpdesk agents
- Support for Splunk and Splunk Cloud environments and solutions
- 9x5 Engineer availability supporting your core business hours
- Dedicated Engineer
- Credits based or T&M pricing to suit your needs
- Customer Success Support
Benefits
- Dedicated Engineer who understands your platform environments and architecture
- Tailored pricing ensures TCO is tightly managed
- Scalable flexible engagement models to keep pace with demand
- Reduce spend on service delivery and cloud operations
- Improved quality of deployed applications optimises operations and security
- Reduce time-to-value increase value and minimises spend
- Own your platform to reduce third party spend
- Expertise on Demand supports critical use cases for seemless operations
Pricing
£300 to £1,250 a unit a day
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
9 9 0 2 4 9 7 6 0 7 4 4 5 7 7
Contact
NETBUILDER DIGITAL LTD
Simon Convery
Telephone: 07555447393
Email: simon.convery@netbuilder.com
Planning
- Planning service
- Yes
- How the planning service works
-
NETbuilder will mobilise a structured team with dedicated roles – with minimum a business analyst and a technical architect for planning purposes – to ensure each functional area of the release process is covered by at least one resource, and will size the number of technical resources to match the needs of the project requirements. All project work will take place using NETbuilder’s mature agile processes. This will be facilitated using standard techniques and agile ceremonies such as comprehensive sprint planning, retrospective, daily stand-ups etc. Regular show/tells will also ensure the stakeholders are engaged and aware of the overall progress.
With regards to planning, NETbuilder will review and analyse all available baseline documentation and will hold a series of meetings/workshops with business and technical stakeholders to document the “as is” processes, applications, integration points and infrastructure systems. Continuously in sprint, NETbuilder’s architects will then work on defining the “to-be” state of the system, wrapped within an Infrastructure Design Document (technical specifications) for further approval and development into user stories by the business analyst. In parallel, our architects will also initiate the build of a Runbook, a set of procedures and operational instructions for system administrators to manage the system. - Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
-
Once the project has past initial mobilisation we ensure that continuous documentation and training deliverables are rolled out regularly across the duration of the project.
Mentored support and multi layered business and technical training for BAU operations will be provided as part of our cloud services, which will include alongside ad-hoc demos and deliverable walkthrough workshops, basic and advanced development training courses and a system administration training course.
A set of user documentation will also be provided to enable our customer to have the necessary knowledge to successfully on board new resources in life.
Finally, once each environment or system component has reached the deployment phase, there are further training sessions planned to operationalise the internal working model to support their rollout. This exercise is underpinned by a full handover and support period to ensure that by the end of this phase, the solution capability has been successfully embedded, and our customers can utilise this with minimal support. - Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
NETbuilder follows a strict multi-phase project life-cycle when supporting its customers to migrate to the cloud or move from different cloud providers in order to ensure existing services stay up and running with minimum downtime during the process and the new solution is fully adopted within customer estate. The transition happens in three phases: (1) the early bird phase with a plan to setup the new infrastructure or service whilst new features get frozen on the existing system to let space for supporting live events and issues only, (2) a cutting edge transition phase with a plan to slowly roll-out the new system and migrate the user base, using hybrid deployment approaches between the blue green and canary models to reduce any downtime, and (3) the decommissioning phase with a plan to smoothly end the service of the previous system.
We support the phasing with activities such as project setup, planning, analysis of requirements and goals, completion of architectural design, completion of Product Backlog, development and code review, continuous QA, integration testing, system optimisation, continuous UAT, bug fixing, system review / sign-off, completion of Runbook, live deployment, delivery of business and technical training, handover, validation of programme KPIs and goals. - 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
- NETbuilder follows a strict multi-phase project life-cycle when supporting its customers to migrate to the cloud or move from different cloud providers in order to ensure existing services stay up and running with minimum downtime during the process and the new solution is fully adopted within customer estate. The transition happens in three phases: (1) the early bird phase with a plan to setup the new infrastructure or service whilst new features get frozen on the existing system to let space for supporting live events and issues only, (2) a cutting edge transition phase with a plan to slowly roll-out the new system and migrate the user base, using hybrid deployment approaches between the blue green and canary models to reduce any downtime, and (3) the decommissioning phase with a plan to smoothly end the service of the previous system. We support the phasing with activities such as project setup, planning, analysis of requirements and goals, completion of architectural design, completion of Product Backlog, development and code review, continuous QA, integration testing, system optimisation, continuous UAT, bug fixing, system review / sign-off, completion of Runbook, live deployment, delivery of business and technical training, handover, validation of programme KPIs and goals.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Cyber security consultancy
- Security incident management
- Security audit services
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
-
NETbuilder provides on-going infrastructure and application support during the length of the engagement and after the launch of the infrastructure and/or system components, to aid with the transition of service to the customer.
The terms of post-live support must be agreed prior to the start of the project.
Service scope
- Service constraints
- No constraints
User support
- Email or online ticketing support
- Yes, at extra cost
- Support response times
-
NETbuilder can provide prioritised, toll-free support services for the Managed Services, to be accessed by Customer’s Technical Support Contacts 24 hours a day, 7 days a week according to the Response Times described below.
Priority 1: CRITICAL – 30 minutes
Priority 2: URGENT – 2 hours
Priority 3: IMPORTANT – 4 hours
Priority 4: MINOR – 1 business day - User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
-
NETbuilder’s Standard support level includes 1st and 2nd lines for infrastructure hosting, maintenance and support from our experts and service desk agents.
Setup cost is a one-off fee estimated in man-days and based on our SFIA rate card, starting with a minimum price of £7,500 and further varies given the scale, complexity and uniqueness of the service terms in line with individual organisational context and requirements. Please see our SFIA rate card for more information.
Service desk cost is a monthly fee starting from £2,500 and varies depending on service packs and additional custom service levels agreement.
Exit cost is a one-off fee estimated in man-days and based on our SFIA rate card, which varies given the scale, complexity and uniqueness of the service terms in line with individual organisational context and requirements. Please see our SFIA rate card for more information.
NETbuilder’s Enterprise support level provides everything describes in the Production offering plus, in addition, entitles the customer to a dedicated Solution Account Manager (SAM) responsible for 3rd line support with application monitoring, troubleshooting and maintenance, mentored coaching, architectural and go-live assistance. Enterprise cost starts at £15,000 per month.
Resellers
- Supplier type
- Not a reseller
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
- Alcumus
- ISO/IEC 27001 accreditation date
- 18/07/2023
- What the ISO/IEC 27001 doesn’t cover
- -
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Tackling economic inequality
- Equal opportunity
Fighting climate change
NETbuilder set a public target set up with SBTi (Science Based Targets) and report on EcoVadis and CDP. We also have ISO 14001 confirming our commitment to improving the environment.Tackling economic inequality
NETbuilder recruits, employs and trains consultants per client engagement, often in regional areas with limited industry. We assess based on attitude and aptitude of the individual, not education alone, opening career opportunities to people moving into a technology career.
At a high level we:
• Provide paid full time training to employees to lower the barrier to entry.
• Have accessible training programmes tailored to equip employees with the skillsets required customers. These programs are designed to be inclusive, making them accessible to everyone.
• Have objective recruitment processes that include training our hiring teams and equipping them with the tools to assess candidates solely based on their qualifications, skills, and fit for the role. This is managed, tracked and auditable in the SkillsNow platform; a valuable tool for diversity monitoring.
• Support investment by hiring locally. We align with our customers' goals, tapping into broader talent pools, particularly from underprivileged or less advantaged backgrounds. These individuals possess the necessary skills and potential but might not have had the opportunity to relocate or gain the right experience.
• All employees actively contribute in our journey towards achieving net zero. Sustainability principles are being integrated into our corporate culture and governance procedures.
Uniquely we provide transfer options for our staff to move to customer permanent employment on project handover, or after agreed timescales have been met. This promotes in region investment and increases skills over time, addresses digital skills gaps in critical technologies, supports maintenance of legacy applications.
NETbuilder provides upskilling and reskilling programmes to support non-technical staff to transition into CDIO, aligned to the Government Digital and Data Profession Capability Framework. This can be provided as a value add during training of our own staff pre-project deployment, combining customer employees into bootcamps, or as a standalone service.Equal opportunity
NETbuilder recruits, employs and trains consultants per client engagement, often in regional areas with limited industry. We assess based on attitude and aptitude of the individual, not education alone, opening career opportunities to people moving into a technology career.
At a high level we:
• Provide paid full time training to employees to lower the barrier to entry.
• Have accessible training programmes tailored to equip employees with the skillsets required customers. These programs are designed to be inclusive, making them accessible to everyone.
• Have objective recruitment processes that include training our hiring teams and equipping them with the tools to assess candidates solely based on their qualifications, skills, and fit for the role. This is managed, tracked and auditable in the SkillsNow platform; a valuable tool for diversity monitoring.
• Support investment by hiring locally. We align with our customers' goals, tapping into broader talent pools, particularly from underprivileged or less advantaged backgrounds. These individuals possess the necessary skills and potential but might not have had the opportunity to relocate or gain the right experience.
• All employees actively contribute in our journey towards achieving net zero. Sustainability principles are being integrated into our corporate culture and governance procedures.
Uniquely we provide transfer options for our staff to move to customer permanent employment on project handover, or after agreed timescales have been met. This promotes in region investment and increases skills over time, addresses digital skills gaps in critical technologies, supports maintenance of legacy applications.
NETbuilder provides upskilling and reskilling programmes to support non-technical staff to transition into CDIO, aligned to the Government Digital and Data Profession Capability Framework. This can be provided as a value add during training of our own staff pre-project deployment, combining customer employees into bootcamps, or as a standalone service.
Pricing
- Price
- £300 to £1,250 a unit a day
- Discount for educational organisations
- No