Digital Foundations

We can take care of all your organisation's essential IT needs, the foundations that keep your business secure and operating at maximum capability. With over 50 years' experience in the field our expert team can be relied upon to help you find the right solution to support your business, maximising your investment in mission critical systems.

What We Do

CoSector Service Desk

The CoSector Service Desk is the contact point for all of CoSector Digital Foundation Services. It operates both an email and telephone based system for any support queries, complaints and service abuse notifications. All contact is logged within our ticketing system and assigned to the relevant tams for resolution.

The Service Desk operates between the hours of 08:30 until 17:30 Monday to Friday (GMT/BST) excluding UK public holidays. Outside of these times, issues can be reported and will be dealt with at the start of the next working day.

The Service Desk contact details are:

Service Levels, Priorities and Escalation

Unless contracted otherwise, ULCC operates to the following services levels, priorities and escalations.

Service Impact

Priority

Response

Escalation – Level 1

Escalation – Level 2

Service failure, multiple users impacted

1

4 hours

At end of initial response time

1 working day

Service issues affecting small number of users

2

8 hours

At end of initial response time

2 working days

Minor service issue, information request, complaints

3

5 working days

At end of initial response time

7 working days

 

Using one of the above routes for support will assist CoSector in providing the most effective support for customers. Emails and calls to individuals (rather than the Service Desk) are likely to result in a reduced response time and effectiveness of support.

Resolution times are dependent upon the nature of the issue raised and change control processes,. Where third part assistance is required resolution ties may be longer.

Call Escalation

In the event that the response times listed above are not met, CoSector will escalate the problem internally. Level 1 escalation will occur at the end of the period allowed for an initial response and the issue will be escalated to the appropriate CoSector Service Delivery Manager. Customers can also raise the reported issue for escalation by contacting the Service Desk. Level 2 escalation will occur after a further time period dependent upon call priority as defined in the table above. Level 2 escalation will be the Head of Department and Director of CoSector.

Complaints

If the customer is not satisfied with CoSector's response or any other aspect of the service provided, a complaint will be raised. Complaints should be reported to the CoSector Service Desk where they are logged and referred to a member of the CoSector Senior Management Team.

Service Abuse

If you wish to report service abuse, such as phishing or SPAM emails, network probing, etc please contact the Service Desk as detailed above.

Please ensure you include full email headers for email related issues, any log files, IP addresses and URL details along with any other pertinent information to allow the support teams to diagnose the issue and take action where required.

CoSector believes in the Cloud as the foundation of computing in the future. CoSector is well equipped to help customers navigate the opportunities, and challenges, of cloud-based computing.

CoSector is a Microsoft Cloud Solutions Provider (CSP) and this, combined with its wealth of experience in remote, flexible, consumption-driven computing since 1968, can advise, design, implement and support any cloud service needed.

 

  • Managed Network Services: Whether you need us to provide you with circuits or not, we offer full network management, including internet connectivity, wireless connectivity and student wide area network (SWAN).
     
  • Network and Intrusion Protection: This non-intrusive service will detect, display and alert malicious behaviour instantly. It will:
  • Automatically detects worms
  • Summarise traffic profiles using our intuitive graphics console
  • Monitors network traffic in real-time
  • Be supported by the industry's leading IP network detection tools and visualisation software
     
  • JANET: 

    We offer Business Community Engagement using JANET Joint Academic Network (formerly known as sponsored connections). We provide a variety of methods for connectivity and will recommend the best service suited to you and your business.

    We have a long history of managing network links and can provide a large range of circuits. Our own pipe into JANET is large and we are a JANET Point of Presence.

 

We can provide support services such as:

  • Managed Desktop Support: Our team can provide On-site or remote desktop support.  This includes a dedicated Service Desk located in our central London office. Our team provides desktop support for hardware, operating systems, and software such as MS Office, user administration tasks, Skype for Business, and a range of third party products. We can provide dedicated on-site staff or weekly and monthly technical clinics where we can assist your own staff with any technical issues. All support activities are recorded using our Service Desk time tracking software, which allows us to provide real-time reporting on the amount of support we provide. Our customer portal allows you to track the progress of calls logged so you have full visibility of any ticket raised from reporting to resolution. 
     
  • Out Of Hours and Disaster Recovery: Our Disaster Recovery (DR) Service offers our customers peace of mind that in the event of a major disaster their service can be recovered quickly and efficiently without the loss of data.  Our DR services are offered from our second Data Centre in Maidstone over 40km away from our primary site. The out-of-hours service delivered by CoSector is designed to offer customers complete peace of mind outside of business hours. We use a number of products to monitor services which allow us to know of any issues before, or the moment they occur. With this service in place, we are able to diagnose and resolve issues quickly and efficiently

We also offer Managed Hosting and Co-location hosting services. 

Managed Hosting Services: 

The host environment and customer guest virtual machines are monitored 24/7 by our systems. Our services include the capital cost of server and OS license.

We offer:

  • Management and installation of Windows or Linux operating systems and supporting software
  • Management of the testing and deployment of security patches, service packs, upgrades and revisions
  • Monitoring of system log files, SNMP data & other metrics to assess server performance, resource & usage
  • Hardware and other devices monitored to help diagnose and resolve potential issues
  • Management of your entire machine up to the application level. We host all of the operating systems, the web services (Apache or IIS) and the database

Co-Location Hosting Services:

Co-location hosting is a popular solution for our customers wishing to manage their own services while utilising our highly resilient and secure hosting environment.

  • Affordable access to rack space in our data centre
  • Over 13 years of expertise in the field
  • Fully resilient fire, flood and power protection
  • Provides 99.9% server availability
  • Tier-3 equivalent Data Centre

 

Get more information

If you would like more information about our services

Contact us

The Service Desk operates between the hours of 08:30 until 17:30 Monday to Friday (GMT/BST) excluding UK public holidays. Outside of these times, issues can be reported and will be dealt with at the start of the next working day.

 

The Service Desk contact details are:

  • Telephone:             0207 862 8111
  • E-Mail:                   service@cosector.com