inCloudOne® sells all of our services as fully managed services, but we also sell these services with a flexible support model to suit your business, budget and IT expertise.
inCloudOne® aims to solve our customers business needs with our Managed Cloud Services (MCS), by discussing your requirements with our sales or technical pre-sales advisors we can build you a bundled solution to solve your immediate needs and then flex this solution as your business needs change.
inCloudOne® will build your IT solution in our cloud and provide instructions on how to use it.
If any equipment needs to be installed at site, in most cases we will ship it as self-install solution that simply requires unpacking and plugging in. For equipment that requires configuration on-site then we provide the equipment with Engineer Assist which means one of our highly trained engineers will turn up at your site with the equipment, configure it and get you the customer to sign-off the installation when the work has been successfullly completed and the service is up and running.
inCloudOne offers a range of Installation, Maintenance and Support options to suit your business and budget. We also offer a range of Service Level Agreements (SLA's) giving you peace of mind and the assurance that someone is looking after your IT services from end to end.
inCloudOne® operates two support models as follows:
inCloudOne® provides support processes that are very flexible and can be tailored to suit your availability of on-site IT staff, change procedures and budgetary requirements
As with all IT solutions there are many components involved and sometime many providers. inCloudOne will package these components and managed all providers giving you and your business an single end to end solution and SLA wrapper which break down as follows:
Core Services
Connectivity Circuits
Hardware
Support
inCloudOne® allows its customers to have access to the routers and hardware equipment we sell or include as part of our service. We recognise that this is essential for smaller organisations as they typically want to adapt their systems to their fast changing needs. We also have found that larger organisations can benefit from this model as it keeps the support costs down especially as they typically have IT resources on site.
inCloudOne® provides support process that is very flexible and can be tailored to suit, your availability of on-site IT staff, change procedures and budgetary requirements.
Installations
Monitoring*
Pro-Active Support
Reactive Support
Planned Works - Moves, Adds, Deletes, Changes (MADC)
*Typically we ask customers to provide VPN access to an inCloudOne management VLAN if you wish us to monitor, manage or configure on-site supplied equipment.
This is a traditional fully managed support agreement and has been designed to provide the customer with an SLA cover and technical support should on-site services stop working. This options covers the following SLA terms:
This option is a pay-as-you-go support agreement that has been primarily design to support changes to on-site IT services and covers the following terms:
This option has been designed to provide customers with remote and on-site IT skills and capability should they ever need it.
Should an incident occur that is not the fault of the customer then inCloudOne will respond within 4 hours (subject to contract) and NO CHARGE will be made to the customer. If an SLA is in place (subject to contract) then inCloudOne will do everything it can to meet its obligation.
inCloudOne® provides engineers for complex on-site installations and it also offers the following two options on all hardware provided:
If our customers purchase any on-site equipment from inCloudOne they will automatically be granted the right to change the configuration of the devices to meet specific on-site needs e.g. routing of new subnets to a WAN VPN. inCloudOne accept that this is the most cost effect solution for the customer as this allow customer to make the changes when they require and it saves them money compared with a provider locked device.
However, by changing configuration their is always a risk of causing an outage to critical services and the customer may require assistance from inCloudOne to get them back up and running or simply wish us to make the changes for them.
Once vouchers have been purchased, then these can be spent on support as required by our customers.
The following rates show how these vouchers are spend:
SMC Support - Email, Telephone and includes On-Site support*
*Onsite engineers are only supplied in half and full days (4 and 8 hours respectively) and their time includes travel