At UKCloud we see our customers as our guests. It’s our job to make every aspect of the customer experience friction free. We look beyond standard ‘won-and-done’ engagements and present our customers with a reason to not just engage with us, but to come back, discover more, and share their experience with others. At UKCloud, customer experience is personal, human, and authentic which provides a world-class customer service that leaves our customers delighted. UKCloud has a worldclass NPS of +50 across our service with our support teams running at +88.
Given the scale of your digital transformation challenge, we understand that you need flexible access to expert support at various stages of your journey with us as shown in the figure below.
We know our customers are different and will have varying levels of skill and experience – some focused on building cloud native applications, others on modernising existing environments. That’s why we have built an award-winning service which focuses on helping you to reduce the time, cost and risk of your transformation without any ‘hidden’ support costs. All support services described below are included within our simple pricing model and ensure that you avoid any cost shock pertaining to support should you experience a problem or just need a little help along the way.
UKCloud has invested heavily in our culture and people over the last 9 years. Our teams are all focused on providing you with the best service possible. To achieve this, we have formalised five values and beliefs that provide the foundation for our way of working:
Our highly skilled workforce consists of vetted and security cleared staff who operate exclusively from UK operations centres, is supplemented with apprentices and students to help us keep a pipeline of highly motivated and talented people. We have supported hundreds of digital transformation programmes, so in addition to the skills and certifications below we’ve built up unique and valuable experience of the specific challenges, regulations and policies that face public sector organisations and organisations in similarly regulated environments.
We understand that mastering a single cloud isn’t easy, so harnessing a multi-cloud strategy may seem even more challenging. To support you as you set off on your journey, we provide a range of advisory services to help you understand the art of the possible and to optimise your plans to leverage the capabilities of multiple clouds.
Our team of Cloud Architects, DevOps Consultants, Commercial Managers and Compliance Specialists are always available to give you advice and guidance. This allows us to ensure that any solution is fit for our platform and that you will get value from engaging with UKCloud and utilising our service. The happiest customer for us is the one that is set up for success on day 1. These advisory services provide informal guidance and help before you even need to spend a penny on your UKCloud platform. If you need more, we have a Professional Services team which will do the heavy lifting for you at a reasonable cost – from audits and inventories, through migration and implementation. This chargeable service removes the need for you to hire additional resources to supplement your teams and simplifies the transition to cloud.
UKCloud staff will work closely with your teams to identify your key business drivers and create a strategy that aligns your environments with best practices for cloud around security, availability and service.
Cloud Architects will work closely with your team to understand your business and technical requirements. Before you sign a purchase order with UKCloud, you will be provided clarity on your design options and the costs associated.
From day one, your solution will be configured in accordance with best practices for security, monitoring and alerts. This enables immediate operational visibility into the infrastructure that supports your workloads, while keeping them secure.
The Cloud Deployment phase covers your initial usage of our platform and services. During this phase, you will work with one of our Customer Success Managers who is responsible for ensuring a smooth transition from procurement to implementation. This team is focused on helping you to be onboarded via a structured orientation process including demonstrations and guidance so that your team know how to access the support they need, when they need it.
Depending on the complexity of your programme, we may provide additional Project Management that ensures we dovetail into your overall programme.
Your Customer Success Manager or Project Manager serves as a single-point-of-contact and escalation for your team, tracking our deliverables and risks throughout your deployment.
Our Customer Success Managers have worked on thousands of cloud deployments. If you have a specific need the chances are we have already done it.
Our focus is always to get things right first time to avoid any issues once your service is live. The best way of providing you a great experience is to avoid unplanned re-work or issues.
All UKCloud customers are allocated a Service Delivery Manager who is responsible for ensuring that you experience great customer service. This is primarily a proactive role where you will receive service reviews and have a point of contact to address specific opportunities to enhance the efficiency of your solution. Our Service Delivery Managers are also on hand for any feedback or escalations that your team may have.
Service Delivery Managers will constantly oversee the service we provide and report on key metrics and data within Quarterly or Monthly Service Reviews depending on your need and are always looking for ways of improving the efficiency of your service.
There will occassionally be exceptions where a customer has an issue or is unhappy with a feature (or lack of) on the platform. Service Delivery Managers are your advocate and act as your voice within UKCloud to ensure these exceptions are dealt with appropriately.
Service Delivery Managers are your route in to our Product and Strategy teams and have at their disposal a number of webcasts, workshops or experts they can bring in to conversations with your team. This will help with your ongoing strategy and ensure you have the right people helping you to make the right choices moving forward.
UKCloud runs a 24×7 Operations Centre that monitors and manages UKCloud services. Most Customers will engage with our service desk which runs from 08:00 – 20:00 Monday to Friday with out-of-hours support for critical issues. Our Cloud Support Engineers handle your requests and incidents – via a choice of channels including telephone, secure portal and tools like Slack.
Out-of-hours, our support is handled by our Operations Centre so you always have a person to speak to whatever the time of day or night, and they are supported by a team of specialists who are always at hand to deal with high priority incidents. All our services are backed by formal Service Level Agreements which cover service availability and response times, and we’re introducing Resolution Time Targets too which give you an indication of how quickly you can expect issues to fixed.
Customers can get hold of a person whatever time day or night and we pride ourselves on the level of skills of our support teams who have detailed understanding of cloud and the platforms we run from AzureStack through to VMware.
UKCloud has a fully functional status page listing all upcoming maintenances, any service issues and push notifications by both SMS and Email. This provides full transparency on our service and allows customers to be notified of upcoming work.
UKCloud uses advanced technologies like Moogsoft which improves our ability to monitor across our multi cloud environments and spot issues before they impact customers allowing us to proactively ensure a world class service.
Our Service Delivery teams help us populate our support system with details on our customer so we have a view of you and your solution when you contact us to ensure we provide value at every step of the support process.
We continuously strive to improve the services that we offer, (and how we deliver them) in response to feedback that we receive from you and our other customers, primarily via Net Promoter Score and the UKCloud Communities site. We use Net Promotor Score as a method of measuring our customers’ experience and gathering feedback for improvement, we also run a Communities platform where our customers influence the UKCloud roadmap by suggesting and voting on features/ideas that especially appeal to them.
UKCloud uses Net Promoter Score as a means to continuously collect actionable feedback that helps drive our service improvement across our deployment and support teams as well as across the entire service. Currently UKCloud has a worldclass NPS of +50 across our service with our support teams running at +88.
The Communities site allows us to build strong networks with our customers and ensures we are continuously developing our platform to meet their needs. This includes additional products such as Moogsoft and XQCyber.
UKCloud is always looking to improve, but we extend that to our customers. Our Cloud Support Engineers and Improvement teams are always happy to review customer solutions to make improvements and identify cost savings where appropriate.