Amazon Web Services EMEA Sarl, UK Branch

AWS Managed Services (AMS) Advanced Operations Plan

Enterprises who want to accelerate the adoption of AWS can use AWS Managed Services (AMS) to offload their critical but undifferentiating task of AWS infrastructure operations. AMS provides routine infrastructure operations such as patch, backup, and security management, and IT management processes such as incident, change and service request management.

Features

• Monitoring and Event Management - 24x7 automated service
• Security and Access Management - 24x7 automated service
• Patch Management - approved updates to EC2 supported instances
• Change Management - 24x7 automated mechanism for access and changes
• Provisioning Management - 24x7 automated service selecting from a catalogue
• Incident Management - 24x7 proactive service
• Problem Management - root-cause and remediation service
• Reporting - monthly report delivered by Cloud Service Delivery Manager
• Service Request Management - 24x7 information service including Cloud Architect
• Continuity Management - backups using snapshots

Benefits

• Maintains or exceeds your existing high compliance and security standards
• Certified/compliant PCI DSS, SOC1/2/3, NIST, CIS and ISO9001/27001/27017/27018
• Scales cloud experience to the rest of your organization
• Focuses your cloud talent on refactoring applications
• Avoids migration stall by having a cloud-native operating model
• Implements rigour to reduce costs, manage capacity, and improve utilization
• Provides operational solution for 80%+ of workloads not cloud-native
• Provides infrastructure as code delivering fast, error-free service
• Provides high levels of transparency, security, and customer focus
• Service is month-to-month, with low minimum charge

£72,000 a unit

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 aws-ukps-frameworks@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

118266125881811

Contact

John Davies
02036801685
aws-ukps-frameworks@amazon.com

Planning

• Planning service: Yes
• How the planning service works: Provide an assigned Specialist Solution Architect to support on-boarding to AMS and a Cloud Architect for work stack configuration in support of the Migration / Operational Integration project delivered by either AWS Professional Services or a Partner.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: AWS Cloud services

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Provide an assigned Specialist Solution Architect to support on-boarding to AMS and a Cloud Architect for work stack configuration in support of the Migration / Operational Integration project delivered by either AWS Professional Services or a Partner.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: AWS Cloud services

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: AMS Advanced operational plan with preventative controls via a change management system within an AWS managed landing zone, provides a full operational solution trading some flexibility for increased operational rigour to protect critical business applications. Accelerates migration/adoption, lowers operational costs, and reduces security and compliance risk by managing “up to and including the patched OS” (AWS infrastructure layer) within the ITIL® framework. AMS is an AWS native, infrastructure operations solution for traditional/legacy, server-based workloads delivering scalable, secure, compliant infrastructure operation that: Is delivered out of customer owned accounts; Provides a managed multi-account landing zone; Utilises best-practice for AWS products and services; Has a 24x7x365 SLA backed support operation; Supports 110 AWS services in 15 AWS regions; Is charged using the AWS pay-as-you-go model; Is contracted month-to-month; And is delivered by AWS staff.; ; Operations support is delivered remotely via the 24x7x365 "follow-the-sun" model based in Dublin, Washington DC, Seattle, Bangalore, Sydney.; ; Service covers AWS infrastructure layer, does not cover middleware, database or application layers.; ; Security software: Deep Security from Trend Micro (Required).; ; Approved directory services: Microsoft Active Directory (AD).; ; Business Support or Enterprise Support Required.

Service scope

• Service constraints: Supported OS: AWS EC2 created AMIs for Amazon Linux 2; CentOS 7.x; Oracle Linux 7.5 and later minor-versions; Red Hat Enterprise Linux (RHEL) 8.x, 7.x; SUSE Linux Enterprise Server 15 SP0, SP1 and SAP specific versions; SUSE Linux Enterprise Server 12 SP4, SP5 and SAP specific versions; Microsoft Windows Server 2019, 2016, 2012 R2, 2012; Supported EOS operating systems: Amazon Linux (expected AMS support ending July 1, 2023); CentOS 6.5-6.10 (expected AMS support ending Feb 1, 2023); RedHat Enterprise Linux (RHEL) 6.5-6.10 (expected AMS support ending Feb 1, 2023); Microsoft Windows Server 2008R2 (expected AMS support ending Feb 1, 2023).

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service Request: 2 SLAs provided (Plus and Premium).; Plus: <=8hrs ` ; Premium: <= 4hrs, 24x7; (Service Level Objectives)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Dragon, #JAWS, VoiceOver
• Support levels: Service Request: 2 SLAs provided (Plus and Premium; different price points); Cloud Service Delivery Manager and Cloud Architect provided.; Plus: Monday to Friday from 8am-6pm, local customer time ; Incident Management (Priority 1, 2, 3) - Response Time <=4 hours, <=8 hours, <=24 hours; Incident Management (Priority 1, 2, 3) - Response Resolution Time <=12 hours, <=24 hours, <=48 hours; Patching Time for a Critical Security Update = Within 10 business days of release by the vendor ; Patching Time for an Important Update = Within two months of release by the vendor ; Environment Recovery Initiation Time = <=12 hours; ; Premium: 24x7x365; Incident Management (Priority 1, 2, 3) - Response Time <= 15mins, <=2 hours, <=8 hours; Incident Management (Priority 1, 2, 3) - Response Resolution Time <=4 hours, <=8 hours, <=24 hours; Patching Time for a Critical Security Update = Within 8 calendar days of release by the vendor ; Patching Time for an Important Update = Within two months of release by the vendor ; Environment Recovery Initiation Time = <=4 hours

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: EY CertifyPoint
• ISO/IEC 27001 accreditation date: 22/03/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 22/03/2022
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc.
• PCI DSS accreditation date: 14/12/2021
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • ISO 27018
  • SOC 1/2/3

Social Value

• Fighting climate change:

  Fighting climate change

  AWS is committed to running its business in the most efficient and sustainable way possible, and we are on a path to powering our operations with 100% renewable energy by 2025, five years ahead of our original target of 2030. Amazon is the world’s largest corporate purchaser of renewable energy, and in October 2021, Amazon’s first UK renewable energy project became operational and started delivering clean energy to the grid. In 2021, AWS joined the data centre industry in Europe to create the Climate Neutral Data Centre Pact, an industry commitment to proactively lead the transition to a climate neutral economy (https://www.climateneutraldatacentre.net/). ; A study by 451 Research found that AWS infrastructure is five times more energy efficient than the average surveyed European enterprise data centre. The study also found that moving a megawatt of a typical compute workload from a European organisation’s data centre to AWS Cloud could reduce carbon emissions by up to 1,079 metric tons of carbon dioxide per year.; AWS achieves lower energy use in its data centres through innovation, such as designing cooling systems that reduce energy and water use (https://sustainability.aboutamazon.com/environment/the-cloud/water-stewardship), and using real-time sensor data to adapt to changing weather conditions. AWS’s scale enables high resource usage, and its global cloud infrastructure is built using Amazon’s own custom hardware, purpose-built and optimised for workloads run by AWS customers. ; We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include game days, hackathons, immersion days and well-architected reviews, and providing access to our new Carbon Footprint Tool (https://aws.amazon.com/blogs/aws/new-customer-carbon-footprint-tool/).
• Covid-19 recovery:

  Covid-19 recovery

  As part of our response to Covid-19, AWS is providing highly scalable and reliable infrastructure capacity, technical support, and AWS services to help customers with their research, remote work and learning, and other solutions to address their needs and the effects this is having on communities and businesses. Examples include: hosting the AWS Covid-19 data lake, a centralized repository of up-to-date and curated datasets focused on or related to the spread and characteristics of Covid-19; helping the NHS to innovate and experiment quickly by funding proof of concepts; and working with technology consultancy Slalom on an automated service that aimed to reach 1.5 million of the UK’s most vulnerable people and help them register to receive social and medical care, and essential supplies. The service was set up in 48 hours thanks to the flexibility of cloud computing.; We offer a range of initiatives to help with the creation of opportunities for unemployed or underemployed individuals. AWS Academy helps prepare students for careers in the cloud, AWS Educate provides free self-paced training, AWS Training and Certification helps to build and validate cloud skills, and AWS re/Start offers a full-time, classroom-based skills development and training programme preparing individuals for careers in the cloud and connecting them to potential employers. AWS has committed to investing hundreds of millions of pounds to provide free cloud computing skills training for 29 million people by 2025 (https://www.aboutamazon.com/news/workplace/amazon-to-help-29-million-people-around-the-world-grow-their-tech-skills-with-free-cloud-computing-skills-training-by-2025). ; We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include provision of AWS Training and Certification courses, access to AWS re/Start to support re-skilling and employment, and access to AWS Activate to support local businesses.
• Tackling economic inequality:

  Tackling economic inequality

  A report (https://aws.amazon.com/executive-insights/ukir/impact-of-aws-in-the-uk/) from independent consultancy Public First, estimates AWS is generating £8.7 billion in economic value for businesses across the country—the equivalent of 0.4% of the UK’s GDP, more value than the Premier League or the music industry. The report also found that if we could increase cloud prevalence in the North East to match that of London, it would boost local productivity and wages by 2.6%, or around £1.4 billion a year.; AWS initiatives to help businesses and individuals access the benefits that cloud services can provide include AWS Activate (https://aws.amazon.com/activate/) which provides benefits including AWS credits and architecture guidance so new businesses can succeed with AWS, the AWS Digital Innovation Program which introduces business leaders to Amazon's peculiar, customer-centric approach to innovation, AWS Skills Guild, a comprehensive skills enablement program that builds cloud fluency across an organisation, and AWS Startup Loft Accelerator, a 10-week, virtual, equity-free acceleration programme for early-stage start-ups in EMEA. ; We provide training and support for educational attainment through schemes including AWS Academy, which helps prepare students for industry-recognized certifications and careers in the cloud, AWS Educate, which provides hundreds of hours of free self-paced training and resources, AWS Training and Certification, which helps to build and validate skills, and AWS re/Start which prepares unemployed and underemployed individuals for cloud careers through classroom-based training.; We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will be aligned with the scope and scale of each contract and each customer’s priorities. Examples include enabling access to AWS Activate, AWS Academy, and AWS Educate, provision of AWS Training and Certification courses to enable skills development, and hosting a hackathon, game day or immersion day to develop understanding of secure ways of working.
• Equal opportunity:

  Equal opportunity

  At AWS, we believe that technology should be built in a way that’s inclusive, diverse, and equitable. We are committed to having a diverse workforce not just because it allows us to continue driving innovation for our customers, but because it’s also the right thing to do for our employees.; We recently announced selection of 12 participants for the first AWS Healthcare Accelerator in the UK, a four-week programme cultivating and promoting innovative start-up solutions, with 50% of the cohort identifying as women-owned or minority-owned start-ups. AWS is also launching a new AWS Impact Accelerator, a programme that supports high-potential, pre-seed start-ups, that commits more than $30 million over the next three years to start-ups led by Black, women, Latino, and LGBTQIA+ founders. ; AWS has invested $50 million to support the creation of STEM-focused programs at AWS and partner organisations and announced our intent to help 29 million people around the world grow their technical skills with free cloud computing training by 2025.; AWS GetIT is an initiative first launched in the UK in 2018 and since rolled out worldwide to introduce students aged 12-13, and in particular girls, to cloud computing and digital skills and challenge long standing gender stereotypes, and AWS re/Start is a full-time, classroom-based skills development and training program focused on unemployed or underemployed individuals, including military veterans, their families, and young people.; We will include specific and measurable social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will be aligned with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include enabling access to AWS GetIT and AWS re/Start, funding for bursaries, or local grants to organisations working to support under-represented groups or provide resources to digitally excluded individuals.
• Wellbeing:

  Wellbeing

  AWS is committed to providing the support, benefits, and opportunities its employees need to be successful. AWS offers employees access to benefits to support physical and financial well-being, including access to healthcare coverage and long-term savings plans. Additionally, employees around the world and their eligible dependents have access to an Employee Assistance Programme that provides mental health support 24 hours a day.; Our leadership principles describe how Amazon does business and we demonstrate the leadership principles through our actions every day. We recently added two new leadership principles focused on ensuring a safer, more productive, higher performing, more diverse, and more just work environment; and being humble and thoughtful about the effects of our actions on our customers, our employees, our partners, and the world at large.; We are constantly evaluating new opportunities to optimise how we build capabilities, and prepare for future challenges. Connections is a real-time employee feedback mechanism delivering questions to every Amazon employee and generating more than 1.2 million responses from employees daily. Connections provides insights to managers and leaders to review and take actions as they uncover issues or see opportunities to improve.; Our global teams work closely with suppliers to communicate our standards and help suppliers build capacity to provide working environments that are safe and respectful of human rights. We routinely evaluate our supply chain to understand the highest risks to workers and prioritize our efforts.; We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential social value commitments include hosting immersion days, holding webinars, and providing local grants to organisations focused on promoting health and wellbeing.

Pricing

• Price: £72,000 a unit
• Discount for educational organisations: No

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 aws-ukps-frameworks@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.