CLIENT SUPPORT

Issue Resolution, Changes & Requests, Offboarding & Onboarding

To ensure the smooth day-to-day running of your technology. This includes the following:

• Phone & email support for issues, changes and requests served by our Central London based team from 9am - 6pm Monday - Friday, excluding UK Public Holidays

• If an issue requires on-site support, we will visit on-site at no extra cost (Central London Zone 1 & 2 only)

• Remote Control and Monitoring for all computers and devices on your network to quickly resolve issues and identify potential issues before they become problems

• Vendor management - we will take ownership of any issue that overlaps with another technology provider to ensure a single point of contact for yourselves

• Smooth Onboarding and Offboarding service including calls with new onboarded users to help set up security features and provide orientation

TECH ALIGNMENT

Standardise Your Technology

To mitigate cybersecurity risk, and improve your efficiency & productivity. Our standards and best practices cover 11 categories that are applied throughout the course of your agreement. Our Tech Alignment team are dedicated to improving and developing our standards & best practices library to ensure that your technology is more secure, efficient and productive every month.  For each standard and best practice we do the following:

• Assess - where are you in relation to our standards?

• Remediate - what work do we need to carry out to get you aligned?

• Repeat - when do we next need to do an assessment to ensure you stay aligned?

Our Tech Alignment Categories

1. Onboarding
Goal: You are set up correctly with The Light to ensure we are able to deliver everything set out in your Continuous Improvement Agreement.
Sample Standard: Client contacts have access to IT Glue for sharing sensitive information?

2. Security
Goal: You are aligned with industry recognised compliance frameworks including Cyber Essentials (https://www.ncsc.gov.uk/cyberessentials/overview) and those specific to your sector.
Sample Standard: Client has Cyber Essentials Basic certification?

3. Google Workspace
Goal: Your Google Workspace environment is aligned with Google's best use case and security standards.
Sample Standard: All Google User Mailboxes have MFA (Multi-Factor Authentication) enabled?

4. Office365
Goal: Your Office365 environment is aligned to Microsoft's best use case and security standards.
Sample Standard: All Office365 User Mailboxes have MFA (Multi-Factor Authentication) enabled?

5. Jumpcloud
Goal: SSO (Single Sign-On) has been set up for all users, computers and supported 3rd party SaaS Applications.
Sample Standard: Jumpcloud bound to all 3rd party supported SSO applications (e.g. Dropbox, Zoom)?

6. Mac Computers
Goal: Each Mac computer is fit for its role, and is updated and managed automatically.
Sample Standard: All Mac computers are running MacOS 11 (Big Sur), or MacOS 12 (Monterey)?

7. Windows Computers
Goal: Each Windows computer is fit for its role, and is updated and managed automatically.
Sample Standard: All Windows computers are running Windows 10 or Windows 11?

8. Storage & Data
Goal: You know where all your data is stored, who has access to it and when, and how it is backed up.
Sample Standard: All data shares and permissions have been reviewed and confirmed by the client?

9. Client Information
Goal: All processes and areas of your business that require The Light's help are documented, reviewed and improved regularly.
Sample Standard: Onboarding form and process confirmed with client?

10. The Physical Office
Goal: All key network equipment is monitored and maintained to ensure business continuity.
Sample Standard: Guest wireless network is available to 3rd parties & suppliers?

11. Software & Services
Goal: All software and services are documented and reviewed to ensure they are correctly licensed and configured.
Sample Standard: There is a diagram showing all SaaS/non-SaaS software and what its function is?

BUSINESS IMPACT

Strategy & Projects

To help you evolve and grow your business. This includes the following:

• Monthly Business Impact meetings to ensure your business goals are aligned with your IT Strategy

• Scoping & researching work by our Projects Team

All projects and strategic road maps can be viewed and commented on by yourselves, free of charge via Asana our workflow and project management tool.