SPECIALIST NETWORK OPERATIONS LIMITED

Managed Software Defined-Wide Area Network (SD-WAN)

SD-WAN from Specialist Network Operations simplifies and optimises telecoms with cost-effective, analytics-driven connectivity. Powered by Fortinet, it improves network performance, reduces costs, and provides a secure fabric for all your organisation's networking requirements

Features

• Optimise application performance across sites and cloud environments instantly
• Seamlessly failover links to maintain continuous network connectivity
• Prioritise mission-critical traffic such as voice, video and SaaS
• Monitor network performance in real time, reducing operational interruptions
• Securely connect distributed users, sites and cloud applications everywhere
• Automate traffic steering without manual intervention for consistent service
• Quickly detect and resolve network issues before impacting users
• Gain centralised visibility of network, link and application performance
• Integrate with existing IT tools for streamlined operations management
• Improve business continuity with resilient, high-performance network architecture

Benefits

• Optimise application performance across sites and cloud environments automatically
• Seamlessly failover network links to maintain uninterrupted business operations
• Prioritise critical traffic like voice, video and business applications
• Monitor network performance continuously to detect issues before impacting users
• Securely connect remote users, offices and cloud applications instantly
• Automate traffic routing to ensure consistent and reliable service delivery
• Quickly identify and resolve network problems reducing operational downtime significantly
• Gain centralised visibility over site, link and application performance
• Integrate with existing IT tools for streamlined operations and management
• Enhance business continuity with resilient, high-performance, multi-link network architecture

• Education pricing available

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 sales@sno.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

183223562153391

Contact

Russell Bristow
07970319563
sales@sno.cloud

About your service

• Service categories:

  Systems Infrastructure Software

  Network

  Network infrastructure software

  • Software-defined networking (SDN)
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our Managed SD-WAN service integrates with network monitoring, analytics and IT service management platforms, as well as our broader managed security portfolio including Managed EDR, Managed SASE, Managed SecOps and Managed ZTNA. It can also operate independently as a complete, standalone SD-WAN solution.
• Cloud deployment model: Private cloud
• Service constraints: The service requires compatible SD-WAN edge devices and customer-provided connectivity to operate effectively. Planned maintenance may occasionally occur outside business hours, with prior notice provided to minimise disruption. Service availability can depend on geographic location, network conditions and the quality of underlying connectivity. While the service integrates with third-party platforms and applications, these integrations are subject to separate scoping and agreement. Customers should ensure their environment meets minimum requirements to achieve optimal performance and resilience. All constraints are managed within SNO’s operational and support framework to maintain service continuity and reliability.
• System requirements:
  • Use compatible SD-WAN devices to ensure secure, reliable connectivity everywhere
  • Provide internet, MPLS or DIA links for consistent performance
  • Configure firewalls and security policies for uninterrupted SD-WAN operations
  • Allow IT access for initial deployment and ongoing service support
  • Integrate with monitoring tools to maintain visibility of network performance
  • Connect cloud applications securely to maximise productivity and collaboration
  • Maintain valid software licences for any integrated management platforms
  • Ensure sufficient bandwidth to prioritise critical applications effectively
  • Keep device firmware and OS updated for optimal service performance
  • Provide ITSM access for fast incident reporting and change management

User support

• Email or online ticketing support: Yes
• Support response times: We respond to support questions within 1 business hour during standard business hours, Monday to Friday. Outside of business hours and at weekends, responses are typically provided within 4 hours for standard requests. Critical or high-severity issues are monitored 24/7 and receive an initial response within 30 minutes, including weekends and public holidays.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide tiered support levels designed to meet different operational and business requirements. Standard Support is included in the service price and provides 24x7x365 monitoring, incident detection, alerting and response via email and ticketing. It includes access to our Security Operations Centre (SOC) and defined SLAs for incident acknowledgement and resolution. Enhanced Support is available at an additional cost and includes faster response SLAs, 24x7 phone support, priority incident handling and expanded reporting. Customers are assigned a named Technical Account Manager (TAM) who acts as the primary point of contact for service reviews, operational guidance and escalation management. Premium Support is offered at an additional cost and provides dedicated engineering engagement, proactive threat hunting, custom playbooks, regular security posture reviews and optional onsite support. Premium customers receive direct access to a named Cloud Support Engineer and senior security specialists. Pricing for enhanced and premium support tiers is based on service scope, environment size and SLA requirements and is agreed contractually.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: SNO helps users start using the Managed SD-WAN service through a combination of structured onboarding, training and supporting documentation. All sites are assessed and configured during initial deployment by SNO’s network engineers to ensure devices, connectivity, and policies are correctly implemented.; ; Users receive online training covering portal navigation, monitoring dashboards, alert management, reporting and basic policy customisation. Optional onsite training can be provided for IT teams or administrators requiring hands-on guidance.; ; Comprehensive user documentation and API guides are supplied, including step-by-step instructions for monitoring, managing traffic, adjusting policies and integrating with existing IT or cloud platforms. Documentation covers both browser portal operations and API use, enabling teams to manage SD-WAN effectively.; ; A dedicated Service Delivery Manager and support team provide guidance during onboarding, answer questions and ensure users can confidently operate the service. This approach ensures that users can quickly monitor network performance, receive alerts, customise policies and integrate SD-WAN into their workflows, while maintaining network security, resilience and compliance.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: OpenAPI/Swagger
• End-of-contract data extraction: At the end of a contract, SNO provides users with full access to their SD-WAN data to ensure a smooth transition or migration. Users can export network performance metrics, configuration settings, traffic logs, alerts and reporting data via the secure browser portal or through the API. Data can be downloaded in standard formats, such as CSV, JSON or PDF depending on the type of information.; ; SNO coordinates with the customer to schedule data extraction, ensuring all required information is captured before service decommissioning. Any historical monitoring or reporting data stored within SNO systems can also be provided on request, subject to agreed retention policies.; ; After extraction, SNO securely decommissions all SD-WAN devices, configurations and associated connectivity services, ensuring no residual data remains in the managed environment. This process ensures users retain full visibility of their operational history, network configurations and performance data while maintaining data security, privacy and compliance throughout the offboarding process.
• End-of-contract process: At the end of the contract, SNO works with the customer to ensure an orderly transition or service offboarding. This includes secure extraction of network data, performance metrics, configuration settings, traffic logs and reporting information, provided in standard formats such as CSV, JSON or PDF. SNO also decommissions all SD-WAN devices, configurations and connectivity services securely, ensuring no residual data remains in the managed environment.; ; The price of the contract includes full managed SD-WAN service operations, monitoring, optimisation, incident management, reporting and standard end-of-contract data extraction and device decommissioning.; ; Additional costs may apply for onsite support during offboarding, extended data retention beyond agreed periods, migration assistance to third-party platforms or non-standard reporting/export formats. Any such costs are agreed in advance and scoped with the customer.; ; This process ensures customers retain access to all operational data, maintain continuity and have clarity on which services are included versus optional or additional services.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is fully accessible via modern desktop and mobile browsers. On mobile devices, users can view dashboards, monitor link and application performance, and receive alerts. Advanced configuration, policy management and detailed reporting are optimised for desktop use due to screen size and navigation complexity, providing full functionality only on larger displays.
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: The service provides a secure, browser-based interface for managing SD-WAN operations. Users can monitor link and application performance in real time, view alerts, generate reports and track incidents. The interface provides visibility into site status, traffic prioritisation and policy enforcement. Advanced configuration and policy management are accessible via the interface, enabling centralised control of the network. While fully functional on desktop browsers, the interface is responsive on mobile devices for monitoring and alerting, though detailed configuration is optimised for larger screens
• Accessibility standards: EN 301 549
• Accessibility testing: SNO’s Managed SD-WAN service has undergone accessibility testing to ensure usability for users of assistive technologies, including screen readers, keyboard navigation and magnification tools. Testing included verifying that all critical functionality within the browser-based portal, such as dashboards, alerts, reports and incident management features, is accessible via keyboard-only navigation and compatible with popular screen readers. Visual elements were checked for appropriate contrast and clear labelling to support users with visual impairments. While full configuration tasks are optimised for desktop screens, all monitoring, alerting and reporting functions are designed to be perceivable and operable using assistive technologies. Feedback from accessibility testing informed interface adjustments to improve focus management, tab order and alternative text for visual components. SNO continues to review accessibility compliance in line with WCAG 2.1 AA and EN 301 549 requirements, ensuring ongoing improvements and compatibility with evolving assistive technology tools.
• API: Yes
• What users can and can't do using the API: The Managed SD-WAN service API enables users to monitor network performance, retrieve metrics and automate workflows across sites, links and applications. Users can set up monitoring, retrieve status of SD-WAN edge devices and integrate alerts with ITSM or network management platforms. Through the API, users can make changes such as updating traffic prioritisation policies, adjusting application-based routing and initiating failover or link tests.; ; Limitations include that initial device deployment, full site provisioning and core configuration require SNO-managed orchestration and cannot be fully automated via the API. Policy changes are constrained by service design to maintain security, compliance and network stability. Users cannot modify underlying SD-WAN firmware or control SNO’s operational management functions through the API.; ; The API is designed to complement the browser-based portal, providing programmatic access to monitoring, reporting and non-critical configuration adjustments, while ensuring all critical operations remain controlled by SNO to safeguard performance, security and continuity.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the Managed SD-WAN service to suit their business and operational needs within defined parameters. Customisable elements include application-based traffic prioritisation, routing policies, security and network segmentation policies, alerting thresholds and reporting dashboards. Customers can also integrate the service with existing IT, monitoring and cloud platforms to align with internal workflows.; ; Customisation is performed through the secure browser-based portal or programmatically via the API, depending on the task. Configuration options are guided by SNO to maintain network stability, security and compliance.; ; Typically, customisation is carried out by authorised IT personnel, network administrators, or service managers with appropriate access rights. Role-based access control ensures that only designated users can modify policies, routing or security settings, while SNO maintains oversight of critical network operations.; ; This approach gives organisations flexibility to tailor network behaviour and monitoring to their requirements, while safeguarding performance, resilience and compliance through SNO-managed operational controls.

Scaling

• Independence of resources: SNO guarantees resource independence through dedicated configuration and traffic management per customer. Each SD-WAN instance is isolated, with policies, bandwidth allocation and link utilisation controlled independently. Multi-tenant infrastructure is logically segregated to ensure one customer’s traffic, alerts or workloads do not affect others. Automated monitoring, dynamic path selection and prioritisation of critical applications maintain consistent performance and resilience regardless of other users’ demand.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides detailed metrics including link availability, latency, jitter, packet loss, bandwidth utilisation, application traffic performance, device status, failover events and policy enforcement. Metrics are accessible via the browser portal and API, enabling customers to monitor network health, optimise performance, track SLA adherence and support reporting and compliance requirements. Trend analysis highlights recurring issues, capacity constraints and optimisation opportunities, ensuring organisations can maintain resilient, high-performance SD-WAN operations.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Fortinet SD-WAN

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export SD-WAN data through the secure browser portal or API. Exportable data includes network performance metrics, traffic logs, configuration settings, alerts and reports. Data is provided in standard formats such as CSV, JSON or PDF. SNO coordinates the export process to ensure all required information is captured before service offboarding, while maintaining data security, privacy and compliance.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: SNO’s Managed SD-WAN service is designed to deliver highly resilient, always-on connectivity for enterprise and public sector organisations. The service is built with multi-link architectures, active-active connections, automated failover and intelligent traffic steering, ensuring continuity even if individual links or components fail.; ; We guarantee network availability as defined in our Service Level Agreement (SLA), typically 99.9% uptime for monitored links and core SD-WAN services. Availability is continuously monitored via the portal and supported by the NOC.; ; If availability falls below SLA thresholds, SNO provides service credits or refunds based on the severity and duration of the outage, calculated according to the SLA terms. Customers are kept informed through status updates and incident reports, ensuring transparency and traceability.; ; The SLA covers network performance, failover functionality and operational support, ensuring that mission-critical applications continue to perform optimally. Combined with expert operational oversight, real-time monitoring and proactive incident management, SNO maintains predictable performance, resilience, and business continuity for all SD-WAN services.
• Approach to resilience: SNO’s Managed SD-WAN service is designed for resilience and continuity of business-critical operations. At the network level, traffic is dynamically steered across multiple links, including MPLS, broadband, DIA and 4G/5G, with active-active configurations and automatic failover to maintain performance during link degradation or outages. Critical applications are prioritised to ensure consistent availability.; ; Within our datacentre environments, resilience is achieved through redundant power supplies, network connectivity and server infrastructure, as well as geographically separated locations where required. Data is replicated and securely stored to protect against hardware or site failures.; ; SNO continuously monitors the SD-WAN service for performance and availability, using real-time alerts, automated remediation and expert operational oversight. This ensures rapid detection and resolution of incidents before they impact business operations.; ; Detailed information about our datacentre setup and resilience measures can be provided on request for security or commercial reasons.; ; The combination of multi-link WAN architectures, redundant datacentre infrastructure, automated failover and expert management ensures customers experience a highly resilient, secure and reliable SD-WAN service that supports critical applications and business continuity.
• Outage reporting: SNO provides comprehensive outage reporting for the Managed SD-WAN service through multiple channels. Customers have access to real-time dashboards via the secure browser portal, showing the status of sites, links, devices and application performance. The dashboards clearly indicate any degraded links, outages or failover events.; ; Outages are also reported through the service API, allowing integration with internal monitoring tools or automation workflows. Customers can retrieve real-time status, alerts and historical outage data programmatically.; ; In addition, email alerts are sent for incidents impacting network performance or availability, including updates on ongoing incidents, mitigation actions and estimated restoration times. Alerts are tailored based on incident severity and customer impact.; ; For major or prolonged outages, the Service Delivery Manager (SDM) provides direct communication and coordination to keep customers informed throughout the incident lifecycle.; ; This multi-channel approach ensures transparency, timely notification and continuous visibility into service status, enabling organisations to respond proactively to network issues while maintaining business continuity.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is controlled through role-based access control (RBAC), ensuring users only see and manage functionality relevant to their role. All accounts require secure credentials and Multi-Factor Authentication (MFA). Support staff access is restricted to authorised personnel, with activity logged and monitored. Sensitive operations, such as configuration changes or policy updates, require approval workflows and audit logging. Access is reviewed regularly to remove inactive or unauthorised accounts, ensuring that both management interfaces and support channels maintain strict security, accountability and compliance with operational policies.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: SNO follows a comprehensive set of information security policies and processes aligned with ISO/IEC 27001 and CSA CCM v4.0 standards. Policies cover access management, device posture enforcement, network and application security, incident response, change management, configuration management, data protection and user onboarding/offboarding. The organisation maintains a structured reporting hierarchy: the Security Officer oversees adherence to policies, while Service Delivery Managers, Technical Account Managers and NOC Team Leads ensure operational compliance. All staff are trained on security policies and responsibilities are clearly defined, with escalation paths for incidents or policy breaches. Compliance is enforced through automated monitoring, periodic audits and regular reviews. Policy adherence is tracked via the Service Management platform, which logs changes, incidents and access events. Deviations or security events trigger investigation, remediation and lessons-learned reviews, ensuring continuous improvement. Formal change management and configuration management processes ensure all modifications to access policies, enforcement rules or system configurations are documented, assessed for risk and approved before implementation. This structured approach ensures policies are consistently applied, security risks are mitigated and access remains secure and auditable, supporting both operational resilience and compliance with government and industry standards.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: SNO manages all SD-WAN components through their lifecycle using a centralised Configuration Management system, tracking devices, virtual appliances, links and policies. Changes are submitted via a formal Change Management process, including risk and security impact assessments, approval workflows and post-implementation review. All configuration items are version-controlled and continuously validated to detect drift or unauthorised changes. This ensures network behaviour remains predictable, secure and auditable, with all modifications documented and aligned to recognised operational security standards (CSA CCM v4.0, SSAE-18/ISAE 3402).
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: SNO operates a formal vulnerability management process across all SD-WAN components. Potential threats are assessed through continuous monitoring, internal scans and intelligence from industry sources, security advisories and vendor alerts. Vulnerabilities are prioritised based on risk and business impact, with patches tested and deployed promptly to minimise exposure. All actions are tracked through the Change Management system to ensure auditable and secure implementation. This approach ensures proactive identification and mitigation of security risks, maintaining the integrity, availability and confidentiality of the service while complying with recognised standards (CSA CCM v4.0, SSAE-18/ISAE 3402).
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: SNO continuously monitors SD-WAN devices, portal and cloud infrastructure for anomalies, performance deviations and security events using automated tools and alerting systems. Potential compromises are identified through real-time telemetry, event correlation and threat intelligence feeds. When an incident is detected, the NOC and Service Delivery teams investigate immediately, escalate as required and implement mitigation actions. Critical incidents are responded to within minutes, with root cause analysis conducted post-incident. All events are logged, audited and reviewed to refine monitoring thresholds and improve future detection and response, ensuring service integrity and availability.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: SNO operates a formal incident management process aligned with recognised standards. Pre-defined workflows exist for common network, security and operational events. Users report incidents via the Service Desk portal, email or phone, creating a logged ticket. Each incident is assigned to a dedicated Service Delivery Manager or NOC team lead, who manages investigation, mitigation and resolution. Customers receive regular updates, service alerts and post-incident reports, including root cause analysis for high-impact events. All actions are tracked in the service management system to ensure transparency, governance and continuous improvement.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7.5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: 3Core2
• ISO/IEC 27001 accreditation date: Thursday 18 July 2024
• What the ISO/IEC 27001 doesn’t cover: Cover SNO Network Operations Centre in the UK only. Does not cover other parts of the business such as Finance, PMO, US NOC, Sales, Business Operations
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: 3Core2
• ISO 9001 accreditation date: Wednesday 18 September 2024
• What the ISO 9001 doesn’t cover: Cover SNO Network Operations Centre in the UK only. Does not cover other parts of the business such as Finance, PMO, US NOC, Sales, Business Operations
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3acf591d-7c54-4ff6-976e-3754609672c6
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications:
  • ISO 14001:2015
  • ISO 20000:2015

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
    • Understanding of in-work progression issues affecting 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 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • 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
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • 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
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 sales@sno.cloud. Tell them what format you need. It will help if you say what assistive technology you use.