Cloud-based Infrastructure and Application Support Service Definition
|
|
- Peregrine Underwood
- 8 years ago
- Views:
Transcription
1 +44 (0) Brock Street London, NW1 3FG Cloud-based Infrastructure and Application Support Service Definition Overview We provide 24/7 support to cost-effectively manage cloud-based infrastructure and applications, using DevOps professionals uniquely positioned to provide operations services for the full tech stack. Standardising on reliable, predictable platforms takes the technical discussions off the table and lets companies focus on their real issues: spending time and mental energy solving business-changing problems. We help companies shift their IT investments from maintenance to innovation transforming IT Operations from a cost center to a competitive advantage. We enable software development teams to work faster and ship more often while making IT Operations resilient, reducing operating costs and making them scale more effectively. Example Use Cases We provide support services to public sector organisations requiring 24/7 support for their secure cloud-based infrastructure and applications. At the Home Office we provided 24/7 support for the new Visa application service delivered to public Beta in June At HMRC we provide a mix of Level 2 and Level 3 support for the new Multi-channel Digital Tax Platform delivered to production in Beta and Live. Product Features 24/7 Level 2 Support: We provide 24/7 remote support including responding to all support issues, performing root cause analysis of problems and resolving all support issues in line with agreed SLAs. This may include raising tickets for other 3rd party support providers if required. Infrastructure support issue resolution will be provided in full. Application support issue resolution after hours is limited to agreed procedures, such as roll-back to earlier versions of the application. These procedures will be agreed with clients on a case-by-case basis. Our attached pricing is based on this being a 24/7 service. We can offer bespoke pricing for shorter coverage hours and have standard pricing plans for a 10/5 support offering. 1
2 Business Hours Level 3 Support: Level 3 application support issue fixes are provided either by client or 3rd party delivery teams, with support issues added to the story backlog for prioritisation by the product owner. Alternatively Equal Experts can assign consultants to provide Level 3 application support fixes during business hours, working either remotely or onsite. After Hours Level 3 Support is available by further agreement. This would normally only be available if there is a fully automated release process in place and a client representative available to authorise out of hours production release. Features: Monitoring and Alerting Escalation Incident Management and Remediation Performance Trend Analysis Virtualisation Environment Segmentation and Maintenance Security and Compliance Availability and Resilience Upgrades Configuration Management Information Assurance We provide information assurance to the same level as the underlying infrastructure and applications we are supporting. We are willing to obtain security clearance for all our people working on a specific client engagement, in the event that this is required. This is applied for by the client organisation and will impose a lead-time on our ability to commence providing support services e.g. it can take 8-12 weeks to obtain Security Check (SC) clearance and this may need to be in place before our people can have access to production infrastructure. Back-up/Restore Back-up/Restore processes are assumed to have been designed and implemented as part of systems and applications development. Our support offering includes carrying out any agreed back-up and restore procedures as part of this process where these are not automated. We can put these processes in place if they re missing or not automated but that would be a project outside the managed service. Disaster Recovery Disaster Recovery processes are assumed to have been designed and implemented as part of systems and applications development. Our support offering includes carrying out any agreed disaster recovery procedures as part of this process where these are not automated. We can put these processes in place if they re missing or not automated but that would be a project outside the managed service. 2
3 Onboarding We typically engage with a time-bound two to four week onboarding process, to transfer knowledge of existing systems and applications and the environments infrastructure, and to integrate existing systems into our monitoring and alerting infrastructure with little or no change to the systems already in place (depending on the ability to stream logs outside the datacenter or not). More complex systems and infrastructure may require a longer onboarding and handover period. We leverage proven tools and processes: Depending on where the servers are located: public IaaS provider: we coordinate with the provider, e.g. Skyscape, to get full remote access private IaaS: we setup a secure VPN between our office and client premises We work with existing IT Operations and/or Delivery staff to document the systems and prepare for the hand-over We configure existing services and monitoring to be aggregated into either: our preferred IT Operations real-time dashboard PagerDuty if sending logs out is possible or, existing on-premise aggregation and dashboarding tools when sending logs out is not possible due to security restrictions we are able to make alternative arrangements should a suitable on-premise solution not be available already For an agreed handover period, depending on the complexity of the system but typically between 24 and 72 hours, both the existing team and tools and ours will be active in parallel to make sure handover goes smoothly After 24/72 hours without any hand-over glitches we take over active duty From then on we are not only reactive but also proactive in managing the infrastructure and working with clients on improving it according to their present and future needs. All our services are delivered by consultants based in the UK. Offboarding We have a two month notice period for cancellation of our services, during which we will work with clients to plan for an effective handover and transition to clients internal or 3rd party support provider. Offboarding will typically follow a reverse process to onboarding. We will provide documentation on the infrastructure and systems being supported, and electronic copies of or access to all system status reports and support logs for the preceding three month period at a minimum. We will agree a handover period, depending on the complexity of the system but typically between 24 and 72 hours, during which our team will be active in parallel with the new support team to make sure handover goes smoothly. 3
4 Pricing 24/7 Level 2 Support: Our pricing is based on a monthly fixed fee with an additional variable monthly fee per server or VM unit and becomes cheaper (per unit) as you add more servers/vms. For our purposes a server/vm is any major, distinct, individual architectural component but not supporting services that are mainly configured and managed by the 3rd party IaaS provider. For example, where cloud provider is an organisation like Skyscape, units are considered to be Virtual Hosts and Vshield Edge instances inside a Virtual Data Center. We would look after all services (such as operating systems, mail servers, MongoDB instances and Java Virtual Machines) installed within Virtual Hosts but not charge separately for them. Not only the unit cost decreases as your needs increase but thanks to the variable pricing the cost will always be in line with your current needs whether they are higher or lower than the previous month. Business Hours Level 3 Support: Pricing for business hours application support issue fixes is based on a Time and Materials basis with a daily rate of 800/day, plus reasonable expenses and VAT. Business Hours Level 3 support is optional. See pricing template EE_CloudSupport_PricingTemplate for detailed pricing. Service Management The support process, including issue logging, interactions with Level 1 Helpdesk and Level 3 Application teams, and escalation processes, are tailored to individual client requirements and agreed as part of the onboarding process. Service Constraints We only provide support services to applications developed using modern programming languages and frameworks such as Java, Scala, Ruby,.Net and delivery practices such as test-driven development and continuous integration. 24/7 Level 2 support services are only provided remotely and will require compliant devices in line with client organisation policies. However, we can arrange any face to face meetings to happen onsite. Business Hours Level 3 support can be provided either onsite or remotely. We are willing to obtain security clearance for all our people working on a specific client engagement. This is applied for by the client organisation and will impose a lead-time on our ability to commence providing support services e.g. it can take 8-12 weeks to obtain Security Check (SC) clearance and this may need to be in place before our people can have access to production infrastructure. 4
5 Service Levels Severity Level P1 P2 P3 P4 Criteria CRITICAL IMPACT - A reproducible problem which has or will have, within 24 hours, a severe impact or impair the performance of substantially all major functions of client's business. SEVERE IMPACT - A reproducible problem which prevents or seriously impairs the performance of a major function of client's business. MINOR IMPACT - A problem which disables or impairs the performance of a minor function. NO IMPACT - A general usage question or report of a minor issue that doesn't impact the client's business. Response Time 2 hours 4 hours 1 business day 2 business days We provide 24/7 remote support including responding to all support issues, performing root cause analysis of problems and resolving all support issues in line with agreed SLAs. This may include raising tickets for 3rd party support providers if required. Infrastructure support issue resolution will be provided in full. Application support issue resolution out of hours is limited to agreed procedures, such as roll-back to earlier versions of the application. These procedures will be agreed with clients on a case-by-case basis. Acceptable out of hours resolution of level P1 and P2 application support issues will be agreed with clients as part of the onboarding process. Financial Recompense Financial recompense is not provided as standard, however we are willing to negotiate a credit-based recompense structure if required for SLAs not being achieved consistently. Training Not applicable. Ordering and Invoicing To discuss your support requirements in detail and place an order please contact solutions@equalexperts.com. Monthly fixed fees are invoiced monthly in advance. Variable fees are invoiced monthly in arrears. Payment terms are fifteen (15) days net of receipt of invoice. Termination There is a 60 day notice period for termination without cause. 5
6 Data Restoration/Service Migration All client systems and data reside on 3rd party cloud infrastructure procured independently by clients and with clients owning the commercial relationship with the infrastructure provider. As such clients retain access and ownership of systems and data when moving between support providers. Equal Experts will commit to returning or destroying all client generated data held on our own devices in compliance with our internal Information Security Policy or client s required policies. Client Responsibilities Clients to provide dedicated workspace if required, and access to client systems, applications, software, networks, documentation and people as required and agreed during the onboarding process. Technical Requirements We do not support Windows-based servers at the moment. Trial Service None. Service Provisioning Not applicable. Utilisation Monitoring/Reporting We provide both real-time online visibility to our clients and regular written reports on the status of the systems and infrastructure under support. The frequency, format, content and access to reports will be agreed with clients as part of the onboarding process. Provision of real-time data would depend on our ability to use the tools we need. We d need to evaluate and agree this in light of security controls and policies affecting the data being transmitted. 6
Open Source Sales Force Automation (SFA) in the Cloud SaaS
Open Source Sales Force Automation (SFA) in the Cloud SaaS Service Overview Our open source Sales Force Automation (SFA) in the cloud service allows customers to perform marketing automation through multi
More informationThe IaaS Server On Boarding Process
SERVICE DEFINITION G-Cloud 7 MANAGED SERVER Classification: Open Classification: Open ii MDS Technologies Ltd 2015. Other than for the sole purpose of evaluating this Response, no part of this material
More informationManaged Backup. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open
Managed Backup Version: 3.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating this Response, no part
More informationService Definition Document
Service Definition Document QinetiQ Secure Cloud Protective Monitoring Service (AWARE) QinetiQ Secure Cloud Protective Monitoring Service (DETER) Secure Multi-Tenant Protective Monitoring Service (AWARE)
More informationBackup to the Cloud Service Definition
Backup to the Cloud Service Definition Service Overview Working together with its Cloud Services Partner, Skyscape, SynApps Solutions (SynApps) has developed its Backup to the Cloud service to enable organisations
More informationEND-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION
END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk
More informationEnd-User Remote Support and Helpdesk Services
End-User Remote Support and Helpdesk Services A single contact point for support needs G-Cloud 5 Service Definition CONTENTS Overview of Service... 2 Contacting the Service Desk... 3 Management Reports...
More informationGPS G-Cloud Lot 4: Oracle Business Intelligence Cloud Consultancy Service Definition
GPS G-Cloud Lot 4: Contents 1 Introduction... 3 2 Service... 4 2.1 Cloud Consultancy Overview... 4 2.2 Information assurance... 5 2.3 Backup/Restore and Disaster Recovery... 6 2.4 On-boarding and Off-boarding...
More informationVodafone Private Cloud
Vodafone Private Cloud Overview Vodafone Private Cloud is our dedicated public sector cloud service that connects you to your own private IL2/IL3 network and / or core government networks, including the
More informationApplication Management. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open
Application Management Version: 3.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 2014. Other than for the sole purpose of evaluating this Response, no part
More informationService Description for Hosted Server
Service Overview tolomy has created its Hosted Server environment using VMware ESXi which provides the foundation for building and managing a virtualised IT infrastructure. These market leading, production-proven
More informationInformed Solutions InformedINSIGHT Big Data G-Cloud5 Service Definition
Informed Solutions InformedINSIGHT Big Data V1.0.0 **PROTECT COMMERCIAL** London 11 Old Queen Street, Westminster, London, SW1H 9JA, UK Tel: +44(0)20 3042 2000 Fax: +44(0)20 3042 2015 www.informed.com
More informationDocumentum Document Management in the Cloud Service Definition
Documentum Document Management in the Cloud Service Definition Service Overview Working together with its Cloud Services Partner, Skyscape, SynApps Solutions (SynApps) has developed its Documentum Document
More informationSolution Overview. Our Solution employs two tiers of storage aligning costs of storage with the changing value of data over time.
Service Solution Overview Online Backup per TB model Databarracks fully managed online backup solution uses the Asigra software to back up and protect both physical and virtual environments. Housed in
More informationG-CLOUD IIII FRAMEWORK SERVICE DEFINITION: SCHOOLS HOSTED SERVICE FOR SIMS
G-CLOUD IIII FRAMEWORK SERVICE DEFINITION: SCHOOLS HOSTED SERVICE FOR SIMS Capita Division / Supplier: Service Name: Capita Business Services Ltd SIMS OVERVIEW OF THE SERVICE The hosted service for SIMS
More informationService Management and ICT Monitoring and Reporting Advisory and Implementation Services
Service Management and ICT Monitoring and Reporting Advisory and Implementation Services G-Cloud Service 1 1. An overview of the G-Cloud Service Arcus can assist you with a review and advice on the effectiveness
More informationService Description Archive Storage in the Cloud
Service Description Archive Storage in the Cloud Product Overview Archive Storage in the Cloud enables an organisation to migrate their valuable but seldom used data to a cost efficient, reliable and secure
More informationService Definition Nine23 MDM
Service Definition Nine23 MDM G-Cloud iv Contents 1 Service Nine23 Mobile Device Management System.....4 1.1 Overview Nine23 MDM...... 4 1.2 Open Standards. 5 1.3 User requirements.....5 1.3.1 Client Browser....5
More informationInvolve Cloud Video Conferencing Service. VC:me (Video Conferencing: made easy) Service Definition
Involve Cloud Video Conferencing Service VC:me (Video Conferencing: made easy) Service Definition Contents 1. Service Overview... 3 Reservations Service... 4 Endpoint Management... 4 Reporting... 4 Testing...
More informationSERVICE DEFINITION G-CLOUD 7 SECURE FILE TRANSFER DIODE. Classification: Open
SERVICE DEFINITION G-CLOUD 7 SECURE FILE TRANSFER DIODE Classification: Open Classification: Open ii MDS Technologies Ltd 2015. Other than for the sole purpose of evaluating this Response, no part of this
More informationPlatform as a Service
Platform as a Service Service Definition Version: 1.0 Version date: October 2015 Classification: Public Backup-as-a-Service Systems Monitoring DR-as-a-Service Storage-as-a-Service Hosted Exchange Colocation
More information1. Perimeter Security Dealing with firewall, gateways and VPNs and technical entry points. Physical Access to your premises can also be reviewed.
Service Definition Technical Security Review Overview of Service Considering the increasing importance of security, the number of organisations that allow for contingency in their Information Security
More informationSTL Microsoft Dynamics CRM Consulting and Support Services
STL Microsoft Dynamics CRM Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk
More informationVividApps Limited Service Definition Document
VividApps Limited Service Definition Document Page 1 of 10 Overview Reap the Benefits of multiple services from a single application, keeping you proactively connected with your clients. Assurity is a
More informationIntegrated windows authentication for customers based on Probation GSI network
Product Overview Victims Tracker (VT) is a software application, which was developed by London Probation Trust (LPT) to effectively manage the engagement / contact with victims of crime and the management
More informationBackup as a Service. Service Definition. G-Cloud VI. Information Security Management System
Backup as a Service Service Definition Version: 1.0 Version date: October 2015 Classification: Public Backup-as-a-Service Systems Monitoring DR-as-a-Service Storage-as-a-Service Hosted Exchange Colocation
More informationHow to Set Up Your Virtual Server infrastructure
Connect Internet Solutions Ltd 4th Floor, New Barratt House, 47 North John Street, Liverpool, L2 6SG Tel: 0151 282 4321 Fax: 0151 282 4322 Email: gcloud@connectinternetsolutions.com Web: www.connectinternetsolutions.com
More informationG - Cloud Service Definition IT Infrastructure Monitoring And Helpdesk
IT Professional Services G - Cloud Service Definition IT Infrastructure Monitoring And Helpdesk Registered Office: Technium Springboard Centre, Llantarnam Park Cwmbran Newport, South Wales. NP44 3AW Registered
More informationG-Cloud Service Definition. Canopy Unmanaged Enterprise Private Cloud (IL3 Capable) IaaS
G-Cloud Service Definition Canopy Unmanaged Enterprise Private Cloud (IL3 Capable) IaaS Canopy Unmanaged Enterprise Private Cloud IaaS Canopy Unmanaged Enterprise Private Cloud delivers the efficiencies,
More informationVodafone Primary Storage NAS
G-Cloud 6 Primary Storage NAS Service Definition Vodafone Primary Storage NAS Overview Vodafone Primary Storage Network Attached Storage (NAS) gives you a flexible way to provide file storage for your
More informationSTL Microsoft SharePoint Consulting and Support Services
STL Microsoft SharePoint Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk
More informationSERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD
Commercial in Confidence 1 G-CLOUD III FRAMEWORK SERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD Capita Division / Supplier: Capita Business Services Ltd powered by SkyScape Service Name: Document
More informationIntroduction to Centerprise International Limited
RM1557vi Introduction to Centerprise International Limited Centerprise International Limited was established in 1983 as an engineering and manufacturing company, specialising in designing and building
More informationSecure Remote Backup (IL3) G-Cloud Lot3 IaaS
Secure Remote Backup (IL3) G-Cloud Lot3 IaaS Contents Service Definition... 3 An overview of the Remote Backup as a Service... 3 Key Service Attributes... 4 Information assurance... 5 Details of the level
More informationConnecting to the Cloud. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 01/12/2014. Classification: Open
Connecting to the Cloud Version: 3.0, Issue Date: 01/12/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating this Response,
More informationUDiMan. Introduction. Benefits: Name: UDiMan Identity Management service. Service Type: Software as a Service (SaaS Lot 3)
UDiMan Name: UDiMan Identity Management service Service Type: Software as a Service (SaaS Lot 3) Introduction UDiMan is an Enterprise Identity Management solution supporting mission critical authentication
More informationMarval Software Limited. G Cloud iii Framework Service Definition
1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)
More informationUbertas Cloud Services: Service Definition
Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust. Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud
More informationFULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE
FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE At Spirit, we realise that our customers are looking for choice, flexibility and value. That s why we have developed our special Fully
More informationSpektrix Service Definition
Spektrix Service Definition An overview of the G-Cloud Service Spektrix is a cloud-based ticketing and marketing software package provided as Software as a Service. It is designed for arts and entertainment
More informationPAAS Public Sector Managed Services
Meritec Limited Meritec House, Acorn Business Park, Skipton, North Yorkshire, BD23 2UE 0845 3451155 servicepoint@meritec.co.uk www.meritec.co.uk Registered In England & Wales No. 3224622 Table of Contents
More informationRTS Communications G-Cloud Service Definition Video Conferencing as a Service (VAAS)
RTS Communications G-Cloud Service Definition Video Conferencing as a Service (VAAS) Video Conferencing VMR Service Virtual Meeting Rooms December 2014 RTS G-Cloud 6 Service Definition Page 1 CONTENTS
More informationOur consultancy team will provide guidance throughout the process helping you to produce the necessary documentation and raise staff awareness.
Service Definition Business Continuity Plan Overview of Service Sapphire provides a bespoke service, working with your organisation to develop a comprehensive Business Continuity Plan (BCP) designed to
More informationProtective Monitoring as a Service. Lot 4 - Specialist Cloud Services. Version: 2.1, Issue Date: 05/02/201405/02/2014. Classification: Open
Protective Monitoring as a Service Version: 2.1, Issue Date: 05/02/201405/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 201416/12/2014. Other than for the sole purpose of evaluating
More informationHydrant E-Learning Management System (HELMS)
Hydrant E-Learning Management System (HELMS) service definition v6.1 Page 1 Service overview Hydrant offer an e-learning Management System (HELMS) on which a variety of e-learning solutions can be built
More informationIBM G-Cloud Microsoft Windows Active Directory as a Service
IBM G-Cloud Microsoft Windows Active Directory as a Service Service Definition IBM G-Cloud Windows AD as a Service 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business
More informationEND TO END DATA CENTRE SOLUTIONS COMPANY PROFILE
END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing
More informationRTS Communications G-Cloud Service Definition Video Conferencing as a Service (VAAS)
RTS Communications G-Cloud Service Definition Video Conferencing as a Service (VAAS) Video Conferencing Endpoint Services September 2013 RTS G-Cloud Service Definition Page 1 CONTENTS 1. Executive Summary
More informationG Cloud 6. Service Definition: Platform as a Service (PaaS)
G Cloud 6 Service Definition: Platform as a Service (PaaS) Introduction to Centerprise International Limited Centerprise International Limited was established in 1983 as an engineering and manufacturing
More informationAudit Management. service definition document
Audit Management service definition document Contents Introduction... 3 Service Description... 3 Features and Benefits... 4 Architecture... 5 Service Delivery... 6 Service Provisioning Time... 7 Service
More informationLot 1 Service Specification MANAGED SECURITY SERVICES
Lot 1 Service Specification MANAGED SECURITY SERVICES Fujitsu Services Limited, 2013 OVERVIEW OF FUJITSU MANAGED SECURITY SERVICES Fujitsu delivers a comprehensive range of information security services
More informationManaged Server. Lot 2 - Platform as a Service. Version: 3.0, Issue Date: 05/02/2014. Classification: Open
Managed Server Version: 3.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating this Response, no part
More informationService Definition MMaaS Mobile Device Management. G- Cloud VII. Service Definition Nine23 MMaaS Mobile Device Management
Service Definition MMaaS Mobile Device Management G- Cloud VII 1 Table of Contents 1 SERVICE MMAAS MOBILE DEVICE MANAGEMENT... 3 1.1 OVERVIEW NINE23... 3 1.2 SERVICE SUMMARY MMAAS MOBILE DEVICE MANAGEMENT...
More informationGraphical Applications in the Cloud. Lot 2 - Platform as a Service. Version: 4.0, Issue Date: 05/02/2014. Classification: Open
Graphical Applications in the Cloud Version: 4.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating
More informationSERVICE DEFINITION G-CLOUD 7 CLOUD BACKUP. Classification: Open
SERVICE DEFINITION G-CLOUD 7 CLOUD BACKUP Classification: Open Classification: Open ii MDS Technologies Ltd 2015. Other than for the sole purpose of evaluating this Response, no part of this material may
More informationG-Cloud Service Definition. Atos Rapid Pilot Mobile Application Development Service SCS
G-Cloud Service Definition Atos Rapid Pilot Mobile Application Development Service SCS Atos Rapid Pilot Mobile Applications Development Service SCS Designed to provide rapid development and deployment
More informationIBM Smartcloud Managed Backup
IBM Smartcloud Managed Backup Service Definition 1 1. Summary 1.1 Service Description The IBM SmartCloud Managed Backup service provides public, private and hybrid cloudbased data protection solutions
More informationAgilisys G-Cloud Service V
Agilisys G-Cloud Service V Service Definition Endpoint Management Lot 1 Infrastructure as a Service (IaaS) April 2014 At Agilisys we deliver success through innovation working with our clients to transform
More informationVodafone secure mail services
Vodafone secure mail services Overview The G-Cloud Mail service is a business-class email system based on Microsoft Exchange. It provides a secure and robust email service, and includes an inbox, calendar,
More informationThe following definitions will apply to the provision of the Service, in addition to those in the
Conditions for ICT Partner Solutions Service Schedule for SAS Support Services 1. Definitions and Interpretation The following definitions will apply to the provision of the Service, in addition to those
More informatione2e Managed Customer Private Cloud Infrastructure Service Definition Document
e2e Managed Customer Private Cloud Infrastructure Service Definition Document Overview A range of Private Cloud infrastructure managed services where the customer buys or already owns the physical equipment
More informationXerox Print Monitoring Service (XPMS)
Xerox Print Monitoring Service (XPMS) Service Description G-Cloud : Lot 3 : Software as a Service (SaaS) April 2014 Version 1.0 2014 Xerox Corporation. All rights reserved. Xerox and Xerox and Design are
More informationCWSI Service Definition for Server Monitoring
CWSI Service Definition for Server Monitoring October 2015 Contents I. Document Control... 3 a). History... 3 b). Reference Documents... 3 II. Company and Contact information... 3 1. About CWSI... 4 2.
More informationLot 4 Specialist Cloud Service Questmark Ltd. Video Conferencing Small Meeting Room Service
Lot 4 Specialist Cloud Services Lot 4 Specialist Cloud Service Questmark Ltd Video Conferencing Small Meeting Room Service QUESTMARK LIMITED Park House, 104 Derby Road, Long Eaton, NG10 4LS Telephone:
More informationService description RFL Virtual Data Centre
Service description RFL Virtual Data Centre IaaS G-Cloud 6 1 Contents Overview... 3 Highlights... 3 Description... 3 Use cases... 3 Use cases... 5 Use cases... 5 Pricing... 5 Information assurance... 5
More informationservice description Email, SharePoint and File Archive in the Cloud Software as a Service
easy to adopt, easy to use, easy to leave service description Email, SharePoint and File Archive in the Cloud Software as a Service version 4.0 Contents Overview... 3 Example use cases... 3 Pricing...
More informationService Definition Easysite Web CMS
Service Definition Easysite Web CMS Easysite Web Content Management System G-Cloud III Service Definition Easysite Web Content Management System Contents 1 Service Easysite Web Content Management System...
More informationG-Cloud 6 Service Definition DCG Cloud Disaster Recovery Service
G-Cloud 6 Service Definition DCG Cloud Disaster Recovery Service 1 of 19 CONTACT INFORMATION Guy Silver T: 07733 008799 E: guy.silver@dcggroup.com W: www.dcggroup.com Data Continuity Group Limited, Bridge
More informationGCloud 7 Hybrid Cloud Management Service- Service Description Issue 1
Overview of the Hybrid Cloud Management Ideal recognise that enterprises wishing to leverage hybrid (private and public) cloud infrastructure face a number of key technical and organisational challenges:
More informationG-Cloud Service Definition. Atos Oracle Cloud ERP Implementation Services
G-Cloud Service Definition Atos Oracle Cloud ERP Implementation Services Atos Oracle Cloud ERP Implementation Services Customers need adaptive and agile Enterprise Resource Planning (ERP) systems to support
More informationRTS Communications G-Cloud Service Definition Video Conferencing as a Service (VAAS)
RTS Communications G-Cloud Service Definition Video Conferencing as a Service (VAAS) Video Conferencing Single Screen Service September 2013 RTS G-Cloud Service Definition Page 1 CONTENTS 1. Executive
More informationService Description. Communications Data WorkFlow Management Software from Cyclops Cloud. Product Overview
Service Description Communications Data WorkFlow Management Software from Cyclops Cloud Product Overview Cyclops Cloud Communications Data WorkFlow Management Software provides a comprehensive Cloud based
More informationCLOUD DESKTOP Service Definition
About Littlefish Established in Nottingham in 2003, Littlefish (UK) Ltd has an innovative, stable and successful history in Managed IT Services and has grown continuously over the last ten years. Through
More informationG-Cloud Framework Service Definition. Information Distribution Service
G-Cloud Framework Service Definition Version: 1.2 Copyright: Acuma Solutions Ltd Acuma Solutions Ltd Waterside Court 1 Crewe Road Manchester M23 9BE Tel: 0870 789 4321 Fax: 0870 789 4250 E-mail: information@acuma.co.uk
More informationLog and Refer Service Desk IL0. September 2013
Log and Refer Service Desk IL0 September 2013 TABLE OF CONTENTS 1 Service Overview... 3 2 Why Capgemini?... 5 3 The Capgemini Proposition... 6 3.1 Approach... 7 4 Benefits... 9 4.1 Summary of Proposition...
More informationG Cloud Service Description Premier SIP Trunk Software as a Service October 2015
G Cloud Service Description Premier SIP Trunk Software as a Service October 2015 Premier Choice Telecom has been a trusted provider of communications solutions for businesses for over 15 years. Our clients
More informationTactical Cost Reduction
Tactical Cost Reduction G-Cloud Service 1 An overview of the G-Cloud Service Information assurance Backup/restore and disaster recovery On-boarding and Off-boarding processes/scope etc. Pricing Service
More information24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase
24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of
More informationG-Cloud Service Definition. Atos Business Intelligence Dashboards and Analytics SCS
G-Cloud Service Definition Atos Business Intelligence Dashboards and Analytics SCS Atos Business Intelligence Dashboards and Analytics SCS The Atos approach to Business Intelligence (BI) Dashboards and
More informationG-Cloud Services 6. Service Definition. Data Centre Storage and Services
G-Cloud Services 6 Service Definition Data Centre Storage and Services 1. Introduction to Neil Stevens Consulting Ltd As a specialist provider of public sector advice in relation to IM&T and business change
More informationThe remedies set forth within this SLA are your sole and exclusive remedies for any failure of the service.
The remedies set forth within this SLA are your sole and exclusive remedies for any failure of the service. NETWORK INTERNAL NETWORK The internal network includes cables, switches, routers, and firewalls
More informationGPG13 Protective Monitoring. Service Definition
GPG13 Protective Monitoring Service Definition Issue Number V1.3 Document Date 27 November 2014 Author: D.M.Woodcock Classification UNCLASSIFIED Version G-Cloud 6 2014 Copyright Assuria Limited. All rights
More informationG-Cloud Service Definition. Atos Business Intelligence Dashboards and Analytics SCS
G-Cloud Service Definition Atos Business Intelligence Dashboards and Analytics SCS Atos Business Intelligence Dashboards and Analytics SCS The Atos approach to Business Intelligence (BI) Dashboards and
More informationSpecialist Cloud Services Lot 4 Cloud Printing and Imaging Consultancy Services
Specialist Cloud Services Lot 4 Cloud Printing and Imaging Consultancy Services Page 1 1 Contents 1 Contents... 2 2 Transcend360 Introduction... 3 3 Service overview... 4 3.1 Service introduction... 4
More informationHosted Desktop as a Service
Hosted Desktop as a Service Contents 1 Introduction to Hosted Desktop Service...2 2 Service Definition...3 2.1 Functionality & Features... 3 2.2 Administration... 4 2.3 Access Methods... 4 2.4 Service
More informationService Description - Testing
Service Description - Testing An overview of the G-Cloud Service (functional, non functional) Lockheed Martin provides a full range of testing services to the public sector including the provision of:
More informationservice description Document Management in the Cloud Software as a Service
easy to adopt, easy to use, easy to leave service description Document Management in the Cloud Software as a Service version 4.0 Contents Overview... 3 Example use cases... 3 Pricing... 4 Trial service...
More informationAgile Web Development for the Education Sector Service Definition
Agile Web Development for the Education Sector Service Definition Hotcourses... 2 Agile Web Development Services... 3 Research and strategy... 3 Graphic Design and User Experience... 3 Solution Design...
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
More informationHP Cloud Services Enablement portfolio for communications service providers: Compute Services. Solution brief
SCALEnow. HP Cloud Services Enablement portfolio for communications service providers: Compute Services Solution brief HP Cloud Services Enablement (HP CSE) for infrastructure as a service (IaaS) enables
More informationAmazon Compute - EC2 and Related Services
Amazon Compute - EC2 and Related Services G-Cloud Service 1 1.An overview of the G-Cloud Service Arcus Global are approved to sell to the UK Public Sector as official Amazon Web Services resellers. Amazon
More informationNeocol E-Discovery Consulting Services
Neocol E-Discovery Consulting Services Service Definition Neocol Reference: 1.0 Version: 1.0 Date: 1 March 2013 1. Service Definition 1.1. Service Overview The E-Discovery Consulting Services address needs
More informationSmartImpact MS Dynamics CRM. Support Service Definition
SmartImpact MS Dynamics CRM Support Service Definition Alliance House, 12 Caxton Road, London, SW1H 0QS United Kingdom Phone: +44 (0) 84 5544 2043 E-mail: info@smartimpact.co.uk http://www.smartimpact.co.uk/
More informationUSER EXPERIENCE MONITORING Service Definition
About Littlefish Established in Nottingham in 2003, Littlefish (UK) Ltd has an innovative, stable and successful history in Managed IT Services and has grown continuously over the last ten years. Through
More informationSecure Remote Access. Lot 4 - Specialist Cloud Services. Version: 2.0, Issue Date: 05/02/2014. Classification: Open
Secure Remote Access Version: 2.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 2014. Other than for the sole purpose of evaluating this Response, no part of
More informationINFORMATION ASSURANCE
Service Definition Thomson Reuters Legal Matter Management service (Serengeti Tracker) is the highest rated legal matter management, e-billing and analytics system designed for inhouse legal departments.
More informationG-CLOUD 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS)
G-CLOUD 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Service Definition 6th October 2015 TABLE OF CONTENTS VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) 3 SERVICE SUMMARY
More informationVodafone Cloud Storage
Vodafone Cloud Storage Overview Vodafone Cloud Storage gives you another, more flexible way to store data. It s available on G-Cloud and it s: Flexible you can decide how and where to store your data Fast
More informationSpecialist Cloud Services Lot 4 Cloud EDRM Consultancy Services
Specialist Cloud Services Lot 4 Cloud EDRM Consultancy Services Page 1 1 Contents 1 Contents... 2 2 Transcend360 Introduction... 3 3 Service overview... 4 3.1 Service introduction... 4 3.2 Service description...
More informationAuxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1
Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the
More information