SPECIALIST NETWORK OPERATIONS LIMITED

Managed Endpoint Detection and Response (EDR)

Specialist Network Operations’ Managed Endpoint Detection and Response (EDR) service provides enterprise-grade, behaviour-based endpoint security. The service continuously prevents, detects, investigates and responds to cyber threats across servers and user devices, combining advanced analytics, automation and expert oversight to support secure, compliant and resilient operations.

Features

• Behaviour-based endpoint threat prevention and detection
• Real-time endpoint telemetry monitoring and analysis
• Automated endpoint isolation and malicious process termination
• Analyst-validated alerts and incident prioritisation
• Centralised management across cloud and on-premise endpoints
• Lightweight endpoint agent deployment and lifecycle management
• Integrated threat intelligence and continuous detection updates
• Formal incident management with audit-ready logging
• Policy-driven endpoint security controls and configuration management
• Root cause analysis and guided remediation workflows

Benefits

• Quickly detect and stop threats before business disruption occurs
• Reduce endpoint risk without managing complex security tooling
• Maintain compliance through auditable controls and reporting
• Improve incident response times with expert-led investigations
• Protect endpoints consistently across cloud and on-premise environments
• Minimise operational impact through automated containment actions
• Gain clear visibility into endpoint security posture
• Reduce false positives through analyst-validated alerts
• Support resilient operations with 24x7 monitoring
• Focus internal teams on core priorities, not security operations

• 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

708009212184232

Contact

Russell Bristow
07970319563
sales@sno.cloud

About your service

• Service categories:

  Systems Infrastructure Software

  Security

  • Endpoint security

  Network security

  • Trusted network access and protection
• 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: SNO's Managed EDR service can integrate with existing security analytics, logging, identity, network enforcement and IT service management platforms to enhance visibility, response coordination and operational workflows. Integration is optional and the service operates independently where no supporting platforms are present.
• Cloud deployment model: Hybrid cloud
• Service constraints: SNO's Managed EDR service requires deployment of a lightweight endpoint agent on supported operating systems and device types. Internet connectivity is required for telemetry, analytics and management functions. Planned maintenance to the management platform is scheduled in advance and designed to be non-disruptive to endpoint protection. Some advanced response or rollback capabilities may depend on endpoint operating system features. Integration with third-party tools is subject to compatibility, customer configuration and separate scoping where required.
• System requirements:
  • Supported server, workstation or user device operating systems
  • Lightweight endpoint agent installation on protected devices
  • Reliable internet connectivity for telemetry and management
  • Administrator privileges for initial agent deployment
  • Sufficient endpoint resources for security agent operation
  • Secure outbound network access to management platform
  • Compatible virtual machine configurations for hosted workloads
  • Supported cloud or on-premise hosting environments
  • Role-based access for service and security administrators
  • Time synchronisation enabled on protected endpoints

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 provides a structured onboarding process to ensure users can quickly and effectively adopt the Managed EDR service. This includes guided deployment of lightweight endpoint agents across supported devices, configuration of security policies and integration with any existing security or IT management systems.; ; Users receive comprehensive documentation covering agent installation, portal navigation, alert management, policy configuration and API usage. Step-by-step guides, quick-start instructions and troubleshooting resources are provided to support self-paced learning.; ; Optional online training sessions are available for administrators, security analysts and operational staff, focusing on monitoring, incident response, policy management and reporting. In some cases, we can provide onsite or virtual workshops tailored to organisational workflows and compliance requirements.; ; Throughout onboarding, a dedicated Service Delivery Manager or Technical Account Manager guides users, answers questions and ensures that operational procedures are aligned with agreed SLAs. Support continues during the initial weeks of service to verify endpoint coverage, policy enforcement and integration effectiveness.; ; This structured approach ensures users quickly achieve operational readiness, understand how to manage and respond to threats and can leverage the full capabilities of the Managed EDR service while maintaining security, compliance, and operational efficiency.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At contract end, users can securely export all service-related data, including endpoint telemetry, incident records, alerts, policies and reporting history. Data extraction is performed through the management portal or via the API, depending on the customer’s preference and data volume. Exports are provided in standard, machine-readable formats such as CSV, JSON or PDF, ensuring compatibility with third-party tools or internal systems.; ; SNO supports coordinated extraction processes to ensure completeness and integrity of exported data. Any data stored in secure cloud or on-premises repositories is retained for a defined period to facilitate extraction, after which it is securely deleted in accordance with agreed data retention policies.; ; The process is governed by formal change and configuration management procedures to maintain auditability and compliance. Customers are provided with documentation and guidance to complete extraction efficiently and SNO’s service team is available to assist with large-scale or complex extractions, ensuring that all operational, forensic and compliance requirements are met.; ; This approach ensures a smooth transition at contract end, full control over historical and operational data and ongoing compliance with regulatory and governance obligations.
• End-of-contract process: At the end of the contract, SNO coordinates a structured offboarding process to ensure a secure and orderly transition. All service-related data, including endpoint telemetry, incident history, policies and reports, is made available for export in standard formats. Endpoint agents are securely decommissioned and all access to the management portal and services is revoked. Any cloud-hosted or on-premises service components are deactivated in line with agreed timelines and remaining data is securely deleted according to the organisation’s retention policies.; ; The standard contract price includes access to the Managed EDR service, endpoint protection, continuous monitoring, threat detection and response, incident management, reporting and secure data extraction at contract end.; ; Additional costs may apply for optional services requested outside the standard scope, such as onsite training, extended data retention, custom integrations with third-party systems or large-scale data extraction assistance beyond normal export procedures.; ; The end-of-contract process is governed by formal change management and audit-ready procedures to ensure compliance, security and operational continuity, giving customers full control over their historical and operational data while maintaining security and governance standards.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile version uses a lightweight agent tailored for iOS and Android devices, providing continuous threat prevention, detection and response while optimised for battery and performance. While core protection, telemetry and incident reporting remain consistent, some advanced response capabilities such as automated rollback or deep process isolation are limited by mobile operating system restrictions. Mobile devices are fully monitored and managed through the same centralised portal, ensuring visibility, policy enforcement and compliance reporting, but certain remediation actions are adapted to suit the platform capabilities without compromising overall endpoint security posture.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a web-based management portal, providing centralised visibility, reporting and configuration of endpoints. Users can view threat alerts, incident timelines, policy status and endpoint compliance. The interface is role-based, with permissions aligned to operational and governance responsibilities, enabling secure access for administrators, security analysts and auditors. Key features include dashboards, drill-down analytics, reporting exports and guided workflows for incident response and remediation. The interface is designed to be intuitive and responsive across desktops, laptops, and supported mobile devices.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The portal has been tested for accessibility with screen readers, keyboard navigation and high-contrast modes to ensure usability for users with visual impairments. Testing involved users navigating dashboards, viewing incident alerts, accessing reports and performing role-specific workflows using assistive technologies. Feedback was incorporated to improve label clarity, focus order and interactive element accessibility. All charts, tables and alert notifications are designed with ARIA attributes and alternative text where applicable. Regular accessibility audits are conducted to ensure compliance with WCAG 2.2 AA standards and to maintain accessibility as the portal evolves and new features are added.
• API: Yes
• What users can and can't do using the API: The service provides a RESTful API that allows users to automate key management and operational tasks. Users can onboard endpoints, configure security policies, retrieve threat and compliance reports, and manage alerts programmatically. The API supports integration with IT service management, logging and analytics platforms to streamline workflows and enable centralised visibility.; ; Users cannot use the API to override core automated response actions, bypass security controls, or directly manipulate forensic data. Some advanced remediation and rollback functions remain controlled through the service portal to ensure policy compliance and operational integrity.; ; API access is secured via role-based authentication and token-based permissions, ensuring users can only perform actions aligned with their responsibilities. Setup of the service through the API requires initial authentication and configuration of endpoints, which can then be updated or queried programmatically.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise the service through the management portal or API by defining endpoint security policies, alert thresholds and response actions to align with organisational risk profiles and operational requirements. Customisation includes assigning different policies to endpoint groups, user roles or device types, enabling tailored prevention, detection and remediation behaviour.; ; Users can also configure reporting schedules, dashboard layouts and notification preferences to suit operational and audit needs. Integration settings with third-party systems, such as logging platforms, identity providers and ticketing systems, can be customised per organisation.; ; Customisation is role-based: administrators and security managers have full rights to define policies and operational settings, while standard users or analysts have limited access to view alerts, submit tickets or perform guided remediation. All customisation changes are logged through the service’s change management framework to ensure auditability, maintain policy integrity and support compliance with regulatory requirements.; ; This approach ensures the service can be aligned with organisational needs while maintaining consistent, predictable and secure endpoint protection across all managed devices.

Scaling

• Independence of resources: SNO's Managed EDR service is architected to isolate customer environments logically and operationally. Each customer’s endpoints, telemetry, policies and incident workflows are segregated, ensuring performance and security are not impacted by other users. Resource allocation, scaling and platform updates are managed to maintain consistent detection, response and reporting. Automated monitoring ensures service performance remains within agreed SLAs and any maintenance or capacity changes are scheduled to avoid disruption. This guarantees that each customer receives predictable, reliable protection and operational visibility regardless of overall platform demand.

Analytics

• Service usage metrics: Yes
• Metrics types: SNO's Managed EDR service provides metrics on endpoint coverage, agent health, policy enforcement, threat detection, analyst response times, containment execution and incident resolution. Metrics also include trend analysis, SLA adherence and service performance indicators, giving buyers insight into operational efficiency, security posture and compliance effectiveness.
• 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 features and support
• Organisation whose services are being resold: Fortinet's FortiEDR

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
• 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
  • Scale, obfuscating techniques, or data storage sharding
• 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
  • Data 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 service data, including endpoint telemetry, incidents, alerts, policies and reports, via the management portal or API. Exports are provided in standard formats such as CSV, JSON, or PDF, ensuring compatibility with third-party tools or internal systems. The export process is secure, audited and supported by the service team if needed for large or complex datasets. All data extraction is governed by change management procedures, ensuring integrity, completeness and compliance with organisational and regulatory requirements.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • JSON
  • PDF
• Data import formats:
  • CSV
  • ODF
  • 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 EDR service is designed to deliver high availability and resilience, supporting business-critical operations. We guarantee 24x7 service availability of the management platform, detection and response capabilities and alerting infrastructure, with service levels monitored and reported regularly.; ; The service includes formal SLAs for key operational metrics, including detection, analyst response, containment and incident resolution times. If availability falls below agreed SLA thresholds, service credits or refunds are applied according to the terms of the SLA, ensuring customers are compensated proportionally to the impact experienced.; ; Redundancy, failover and scalable infrastructure are implemented to minimise service disruption and planned maintenance is scheduled outside peak hours with advance notice. Continuous monitoring ensures rapid identification of incidents affecting availability.; ; This approach ensures customers can rely on consistent protection, monitoring and operational oversight, while providing transparency, accountability and recourse if service levels are not met. All availability metrics are reported to customers through dashboards and regular reporting, supporting audit and governance requirements.
• Approach to resilience: SNO's Managed EDR service is designed to provide continuous, reliable protection, detection and response across all managed endpoints. The service platform leverages redundant infrastructure, failover mechanisms and geographically distributed data centres to minimise downtime and ensure business continuity. Monitoring and alerting systems operate 24x7 to detect and respond to any operational issues proactively.; ; Datacentre components, including storage, analytics and management systems, are resiliently architected with high-availability configurations, backup power and environmental controls to maintain operations during hardware or infrastructure failures. Regular testing of business continuity and disaster recovery procedures ensures readiness for unforeseen incidents.; ; Customer data and telemetry are replicated securely and encrypted, providing protection against loss or corruption. Critical operational processes are maintained under formal change, configuration, and incident management frameworks, supporting rapid recovery and consistent service delivery.; ; Additional resilience details, including datacentre architecture and specific failover mechanisms are available on request to maintain security confidentiality.; ; This approach ensures the service remains operational under adverse conditions, maintains data integrity and supports customer compliance and continuity requirements.
• Outage reporting: SNO's Managed EDR service provides timely and transparent reporting of any service outages or disruptions. Customers receive email alerts for incidents impacting service availability or operational performance, including status updates and estimated resolution times. Critical outages trigger escalation notifications to designated account and service delivery managers, ensuring rapid communication and accountability.; ; A public-facing status dashboard provides near real-time visibility into service availability, allowing customers to check platform health, incident status and historical outage information at any time. The dashboard highlights affected components and expected resolution timelines.; ; Outage information is also available via the API, enabling integration with customer monitoring or IT service management tools. This allows organisations to automate incident tracking, reporting and internal notifications.; ; All outages and service-impacting events are logged in the service management platform, supporting post-incident review, root cause analysis and continuous improvement. Reporting includes resolution confirmation and lessons learned, providing full transparency and supporting audit and compliance obligations.; ; This multi-channel approach ensures customers remain informed, can take appropriate internal actions and have visibility into both ongoing and historical service performance.

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: Users must authenticate before accessing the Managed EDR service. Authentication is enforced via username/password and Multi-Factor Authentication (MFA) to enhance security. Where customers use existing identity providers, the service supports federated authentication for seamless, centrally managed access. All authentication follows government identity and authentication guidance, enforcing least privilege and ensuring only authorised personnel can access operational dashboards, incident data and configuration controls.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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 have access to real-time audit information
• 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: All service components, including endpoint agents, policies and platform settings, are tracked through their lifecycle as controlled configuration items. Changes are assessed for operational and security impact before approval, logged and versioned to ensure auditability. Emergency changes follow an expedited review process with post-implementation validation. Continuous monitoring detects configuration drift or tampering, while structured change workflows maintain alignment with security objectives, operational stability and compliance requirements. This disciplined approach ensures consistent, predictable service performance and robust protection against misconfiguration or security risk throughout the service lifecycle.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: SNO continuously monitors potential threats to the Managed EDR service using global threat intelligence feeds, security bulletins and vendor advisories. Vulnerabilities are assessed for risk and potential impact on endpoints and platform components. Patches and mitigations are deployed promptly through controlled change management processes, with prioritisation based on severity and operational risk. All actions are logged and validated to ensure effectiveness. This approach ensures timely protection against emerging threats, reduces exposure to known vulnerabilities and maintains compliance with operational security standards while supporting secure, resilient and continuous service delivery.
• 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 all endpoints and platform components for signs of compromise using automated behavioural analysis, telemetry correlation, and threat intelligence. Potential compromises trigger analyst-validated alerts, prioritised by risk. Confirmed incidents are addressed immediately with containment actions, including endpoint isolation and mitigation workflows. Analysts guide remediation and perform root cause analysis for high-impact incidents. Response times are aligned with SLAs, with threat detection typically under 5 minutes and analyst response under 30 minutes. All actions are logged for audit and compliance, ensuring rapid, structured and accountable protective monitoring in line with operational security standards.
• 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 follows pre-defined, structured processes for all security incidents, including common events such as malware detection, endpoint compromise, or policy violations. Users report incidents via the service portal, email, or phone to the 24x7 Service Desk, which logs and tracks all events. Analysts investigate, contain and remediate threats, with updates provided through the portal, email alerts and structured incident reports. High-impact events include root cause analysis and lessons learned. All reporting is audit-ready, ensuring transparency, SLA alignment and compliance with operational security standards.
• 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.