SVL BUSINESS SOLUTIONS LIMITED

AWS Amazon Connect - Consultancy, Support and Managed Service by SVL

Amazon Connect is a cloud-based contact center solution, helps businesses enhance customer service whilst reducing their operational costs. SVL offers comprehensive AWS managed services covering everything from initial design, deployment and ongoing support, which also includes full management of the platform. This includes the associated services and integrations as well.

Features

• Fully managed service from design through, build and deployment
• Accredited Amazon Connect Service Delivery Partner & Center of Excellence
• AWS certified architects to design your Amazon Connect solution
• Integration services to connect with 3rd party systems including CRM
• Available in London Region, 1 EU Region (Frankfurt) and internationally
• NCSC Cloud Security Principles aligned, Security Cleared (SC) staff
• Connectivity options: N3, HSCN, PSN, Police (ex-PNN), Janet, RLi, others
• Deploy optional enhanced solutions including Agent and Supervisor Desktop
• Full bespoke reporting and dashboards options available

Benefits

• Fully managed service, including telephonly, no management of connections required
• Integration with other AWS services (24x7 support and consolidated billing)
• Scalable and elastic with pay as you go pricing
• Reliable, highly available, fault tolerant and scalable
• Rich analytics – real-time customer insight bespoke for your organisation
• Full training and ongoing support
• Options for fully managed services for moves/adds/changes
• Contact centres specialists design your IVR and enhance customer experience
• Integrations and AWS services to add value/streamline customer journey
• Strong ROI

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@svlbusinesssolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

147864837351438

Contact

Sales Team
01355900000
enquiries@svlbusinesssolutions.com

About your service

• Service categories:

  Cloud Support Services

  Managed Cloud

  Managed Public cloud

  • Managed Public SaaS/PaaS
  • Application management

Service scope

• Service constraints: There are no Service Constraints for a Consulting exercise beyond the need to have the relevant people and information available to conduct the exercise. SVL will work with you to define all necessary information during the scoping of the requirement and these needs will be identified in the appropriate Scope of Works.

User support

• Email or online ticketing support: Yes
• Support response times: We offer full 24x7x365 support in a 2 tier offering of coverage hours to meet the needs of you organisations operating hours. We prioritise tickets P1 to P4 and encourage contact by phone or email accordingly for optimal response times. ; ; Response time for P1 is 1 hour with premium support.; ; Full details available within our dedicated service handbook detailing key contacts including emails and phone numbers including escalation process.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Premium provides 24 hour coverage and has guaranteed response times of;; 1 hour for P1 – Critical.; 4 hours for P2 - High.; 4 hours for P3 - Medium.; 1 business day for P4 - Low.; ; Standard support is Monday to Thursday 9:00 AM to 5:00 PM (GMT) and; Friday 9:00 AM to 4:30 PM (GMT). ; Response times are;; 4 hours for P1 – Critical.; 9 hours for P2 - High; One business day for P3 - Medium.; 2 business days for P4 - Low.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: AWS Amazon Web Services

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Pricing

• Discount for educational organisations: No

Architecture roles

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£1,480.00
Senior solution architect	£1,480.00

Data roles

Data engineer

Role level	UK Rate	Offshore Rate
Data engineer	£1,000.00

IT operations roles

End user computing engineer

Role level	UK Rate	Offshore Rate
End user computing engineer	£1,000.00

IT service manager

Role level	UK Rate	Offshore Rate
IT service analyst	£1,000.00
IT service manager	£1,480.00

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Senior infrastructure engineer	£1,000.00

Product and delivery roles

Delivery manager

Role level	UK Rate	Offshore Rate
Delivery manager	£1,480.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Friday 10 January 2025
• What the ISO/IEC 27001 doesn’t cover: The certification covers all services offered by SVL
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Friday 10 January 2025
• What the ISO 9001 doesn’t cover: The certification covers all services offered by SVL
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 390a39fa-bc35-475f-97d7-c087de31b52e
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 5c861579-7a04-4e04-82b4-dcddbfbfb56c
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@svlbusinesssolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.