Cloudsoft Corporation Ltd.
AWS Managed Support from Cloudsoft
So you're up and running in AWS, but can you ensure performance, resilience, efficiency and security?
Lack of resources and expertise is now the second highest concern for IT leaders, behind security.
In an competitive recruitment environment, you can bridge that gap with Cloudsoft expertise
Features
- 24/7 incident response, with a self-service portal
- SLAs for incident response and resolution
- Support ticket workflow and tracing
- Automated monitoring and alerting of your AWS environment
- Break/fix within AWS
- Proactive monitoring, improvements and recommendations
- Change request handling
- Disaster Recovery test, annually
- Access to Cloudsoft experts via slack, email and conference call
Benefits
- Keeps your critical systems available, meeting SLAs;
- Mitigate and avoid common incidents;
- Helps to address skills gaps and resourcing challenges
- Provides assurance that you can meet your customer commitments;
- Fits in to your ITIL processes;
- Allows you to enhance your AWS knowledge;
- Accelerates your AWS projects;
- Help with out-of-hours support.
Pricing
£500 a unit a month
- Education pricing available
Service documents
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 ross@cloudsoft.io.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
1 2 0 6 6 5 2 1 9 4 0 3 5 9 5
Contact
Cloudsoft Corporation Ltd.
Ross Gray
Telephone: +447795570563
Email: ross@cloudsoft.io
Planning
- Planning service
- Yes
- How the planning service works
- A critical part of planning how customers implement cloud hosting or software services is to understand how they can support services in the longer term. Through our assessment you will be able to plan not only for implementation but the long term.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
- Amazon Web Services (AWS)
Training
- Training service provided
- Yes
- How the training service works
-
The AWS Managed Support service will help your organisation to better manage its AWS environment and learn directly from Cloudsoft's AWS experts.
For example, Cloudsoft's AWS Managed Support service allows you to collect and aggregate data on your most common AWS incidents. and how to mitigate these. We offer support and training on how to mitigate these and to help you to reduce avoidable incidents. - Training is tied to specific services
- Yes
- Services the training service works with
- Amazon Web Services (AWS)
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
When migrating services to AWS it’s extremely important to understand how your support needs and capabilities might change and how to enhance AWS skills within your organisation for long-term success.
We'll assess your needs and help you to tailor a support package that allows you to accelerate your migration and ensure that you future proof your AWS choices. - Setup or migration service is for specific cloud services
- Yes
- List of supported services
- Amazon Web Services (AWS)
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 a third-party organisation
- How the support service works
- Cloudsoft supports customers choices of cloud hosting and software by ensuring customers understand the performance impact of choices made and helping customers to optimise their usage of these services throughout their lifecycle
Service scope
- Service constraints
- Cloud support is restricted to AWS services. Cloudsoft is an AWS Advanced Consulting Partner and holds the AWS Microsoft Workloads, AWS DevOps, Well Architected and Immersion Day Partner competencies. These competencies help AWS customers identify the most qualified and experienced AWS partners with validated expert technical capabilities and demonstrable customer success.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
We base responses on ticket severity levels as follows:
Severity Level 1 - Within 15 minutes Updates hourly thereafter
Severity Level 2 - Within 1 Support Hours Updates every two hours
Severity Level 3 - Within 4 Business Hours
Severity Level 4 - Within 8 Business Hours - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- WCAG 2.1 AA or EN 301 549
- Web chat accessibility testing
- Our website CMS has a native SEO tool, which includes scanning for Accessibility. We run this scan monthly and act on any issues that are highlighted.
- Support levels
-
Cloudsoft provides a range of support levels for our users:
- Our managed support solution comes with a full Support Service Level Agreement including the provision of a self service portal with ticketing solutions and help desk.
- Services include the provision of dedicated and expert consultants to support the customer through the agreed engagement period
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- No
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Equal opportunity
- Wellbeing
Fighting climate change
As a responsible software and cloud consultancy business we operate with a minimum carbon footprint and are actively working towards our own net zero goals.
With this in mind we will work in partnership Public Sector Organisations to ensure contracts are managed in such a way to meet customer zero carbon emissions targets
With respect to efficient use of resources, Cloudsoft works in the following ways which will have positive environmental consequences;
● Recycling and waste management - by implementing effective waste
management practices to minimise waste and promote recycling and reusing materials whenever possible. Our contract with ChangeWorks Recycling gives us a monthly report on our waste and how much we recycle versus companies of similar size as ours - this data can be provided.
● Hybrid working policies - which lead to lower travel carbon footprints.
● Transportation - Minimising emissions related to transportation by using low- carbon transportation options where possible, such as bus, tram or cycle to place of work (noting we do not require employees to be in the office) or meetings.
● Energy efficiency - encouraging teams to be aware of and improving their energy consumption by providing energy-efficient equipment, technologies,and materials.
● Innovate and collaborate: Encourage innovation within the project team and collaborate to share knowledge and best practices for reducing emissions.
We also encourage employees to act sustainably via many perks and benefits: cycle to work scheme, Pawprint app helping to calculate individual carbon footprint and providing advice on how to reduce it.Equal opportunity
Cloudsoft is committed to promoting equal opportunities in employment.
We are opposed to all forms of unlawful or unfair direct or indirect discrimination, harassment, bullying, or victimisation of our employees and we actively put policies and working practices in place to avoid this.
We believe that it is in all our interests to ensure that the talents and skills of people throughout Cloudsoft are treated fairly, appreciated and valued.
We recognise that commercial enterprise can contribute to Equal Opportunities through contribution to fair work practices as these impact employees and the working culture within our industry.
Equal Work Practices
Cloudsoft supports fair work practices across the board and takes a consistent approach.
All individuals completing work for us, regardless of working arrangement or type of contact are treated fairly and are subject to our standard working practices, which we design with fairness and equality in mind. These practices are actively practised across the business and documented in Company Handbook. The Handbook provide information that relates to the business and is available to all employees, it includes out Equal Opportunities policy, all the benefits that staff are entitled to, and other policies such as Health & Safety, Grievance policy etc.
Fairness and Diversity
Cloudsoft is an equal opportunities employer, and we aim to ensure that no-one receives less favourable treatment because of their identified gender, gender reassignment, age, disability, religion, belief, sexual orientation, marital status, or race. We believe that diversity drives value and we actively work to promote equality across the workforce to ensure we value those differences.Wellbeing
As a responsible employer we believe we can best contribute to wellbeing in our industry through ensuring the wellbeing of Cloudsoft employees. We work to spread awareness to highlight the importance of positive wellbeing. To this end we invest in:
Skills and Training to Fulfil Potential
Commitment to the development of people and skills, providing all staff with an annual budget for relevant external training. Staff are actively supported who wish to achieve relevant professional certifications, covering supporting materials and exam fees and providing time off for exams/preparation.
Flexible working, Career Breaks and Other Leave
Cloudsoft supports flexible working conditions to meet the needs of staff. The companies recognise that staff benefit from flexible working hours or working from home, and offer where applicable flexible and hybrid working options, including compressed or reduced working weeks. Enhanced maternity and paternity leave is made available for all employees, as are career breaks should employees require it. Staff can take time off work to deal with situations affecting their dependents by compassionate leave. Employees are supported by a comprehensive sickness policy as well as access to occupational health and other health support.
Wellbeing online courses and Mental Health Support
Employees are encouraged to make the most of Wellbeing online courses via our perk’s membership - employees can learn how to reduce stress, sleep better and gain focus whilst maintaining a healthy work life balance. As part of our Private Health insurance, Mental Health support is being offered to support employees who require some. Our dedicated HR partner team are also Mental Health first aiders shall the employee wish.
Pricing
- Price
- £500 a unit a month
- Discount for educational organisations
- Yes
Service documents
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 ross@cloudsoft.io.
Tell them what format you need. It will help if you say what assistive technology you use.