Services Description
PSoC Service Name
Managed Services
GPSoC Service ID
PNXGP004
Functionality/Service Overview
Managed services provided by Phoenix offer a range of monitoring and
management services across the IT infrastructure.
Service Desk
Acting as a single point of contact the service desk operates as the gateway
to services provided by Phoenix and any third party or internal groups
required by the customer.
Using an industry standard toolset together with skilled first, second and
third line analysts the service desk is designed to manage all transactional
day to day requests and resolutions to service. Our accredited expert
analysts follow ITIL best practices and procedures and can often resolve
issues remotely. The system can be accessed from our web portal and
regular management information reports are provided to help customers
make effective decisions based on the activity.
We can also provide third-party support management and warranty
management to ensure all-round high quality of service. Other options
include asset and configuration management, software license
management and software deployment.
The service desk supports operating system and back-office
applications in addition to line of business applications including major
clinical systems and plug ins. The service desk has established
relationships and links with a wide range of clinical and non-clinical
providers who act as resolver groups in our service management
system.
Asset management
The asset management service ensures that all customer assets are
recorded at a central location containing details of model, type, serial,
status and license terms if applicable. The service also records changes on
the assets and produces management information for use in tasks
including information governance, technical refresh or disposal for
example.
Infrastructure Monitoring
Infrastructure monitoring services are delivered using our monitoring
toolset which monitors systems for alerts, warnings and advisories. These
notifications are collated in our monitoring centre and interventions and
investigations are carried out remotely by our specialist team. We monitor
a wide range of performance and capacity indicators with pre-set
notification points and either inform or take action on the generated alerts.
Infrastructure Management
Day to day housekeeping and maintenance is required on all systems from
managing and clearing log files to applying the latest patches or security
fixes. We have the toolsets and vendor accreditations to manage these on
behalf of our customers. We also manage anti-virus toolsets to ensure
systems and end points are protected from virus and malware attacks.
Network management
Our proactive network monitoring and management toolset monitors
performance, availability and hardware failures to maximise network
uptime. Using our own enterprise-class management suite, we can also
maintain automated backups of the configuration of a monitored device,
carry out remote network audits, and enhance the "wires only" service
offered by some providers.
http://www.phoenix.co.uk/services/
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Support
Standard Service Performance & Support:
Standard services are provided 8-6 Monday to Friday excluding Public
holidays.
Monitoring and management services are provided 24x7
Dependencies
Availability Standard:
99.99%
Incident Fix Times Standard:
Dependent on services required
Helpdesk Standard:
Standard services are provided 8-6
Monday to Friday excluding Public
holidays.
Local Personnel dependencies
Engagement dependent on the services procured
Pricing Information
Pricing Approach
Standard Price (£’s)
Unit Price (£’s); 200.00
200.00
Per user. This is calculated by
taking the number of full time
equivalent personnel in the
Practice and estimating FTEs in
respect of peripatetic roles.
For the purposes of calculation
2 x part time receptionists = 1 x
FTE. 4 x District Nurses using
2 hour clinics = 1 x FTE.
Per annum
Where alternative prices are available for variant levels of service,
these must be elaborated below. These variant services must be
consistent with those identified within Annex A of Schedule 4.1
(Supplier Solution).
Description of Variant Service (as Price of Variant Service
elaborated in Annex A of Schedule
4.1 (Supplier Solution)
Service Variant description 1:
Unit Price (£’s); Not applicable
Integrations with Principal
Clinical System Providers
Not applicable
Where there is a current or proposed integration with a Principal
Clinical System Provider, details should be provided of any price
differences that apply for:
Compliant / non-compliant Lot 1 integrations or variations; and
Price Variations that are dependent on the identity of the Principal
Clinical System Provider
Not applicable
Invoicing Terms
Invoice frequency (e.g. monthly, quarterly, annually)
Monthly in arrears
Invoice delivery period (e.g. 5 working days after end on month; 15th
of month following service period etc.)
5 working days from month end
Other invoicing terms:
None
Payment Terms
Due date for payment (e.g. 30 days after receipt of invoice)
30 days after receipt of invoice
Details of any early payment discounts
None
Any other payment terms
None
Discounts
Details of any volume discounts, including details of the volume bands
and the discounted price applying to each discount band
None
Details of any multiple service discounts, including the service
combinations that qualify for a discount and the discounted prices
applying to each combination
None
Details of other available discounts. e.g.to different customer
types(e.g. large/small; new/existing), by geographical area, by sector
None
Dependencies
Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party,
Practice, other supplier) relating to the provision of the product or
service
Infrastructure dependencies (networks, hardware, software etc.)
None
Service dependencies
None
Local Personnel dependencies
None
Related Products or Services
Where multiple products and services are offered that have some form
of interdependency e.g. one product or service needs to be first in place
before this one can be provided or vice-versa then this should be
identified here;
Related products or services that can be provided at a lower price
consequent to this product or service being in place
Not applicable
Related products or services that need to be in place to enable this
Product or Service or to allow this Product or Service to be delivered
more efficiently
Not applicable
Resource Based Pricing
Where charges contain an element of charging for staff time (e.g.
training, consultancy services or bespoke activity) then such charges
should be referenced to the SFIA day rates contained within the
supplier details section of the catalogue together with any non-staff
components contained within the charge (e.g. training materials,
room hire etc.)
Not applicable
Other pricing information
Deployment arrangements: costs, duration and activities associated
with the deployment of this product or service
None
Exit arrangements: costs, duration and activities associated with the
termination of the supply of this product or service
None
Other
Not applicable