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The Scale Factory

Incident Response

Our 24x7 Support package provides public sector organisations with round-the-clock access to our experts for incident response, security issues, production outages, and disaster recovery activities. With our proactive support and rapid response times, you can ensure the continuity and resilience of your critical systems and services.

Features

  • 24x7 access to our expert support team
  • Incident response for security issues and production outages
  • Assistance with disaster recovery activities and planning
  • Rapid response times to minimise downtime and disruption
  • Experienced professionals with deep expertise in AWS and security
  • Collaborative approach to work with your internal teams
  • Continuous improvement recommendations based on incident analysis

Benefits

  • Ensures the continuity and resilience of your critical systems
  • Minimises the impact of security incidents and production outages
  • Enhances your organisation's ability to recover from disasters
  • Reduces downtime and disruption to your public sector services
  • Provides access to experienced professionals with deep technical expertise
  • Drives continuous improvement through incident analysis and recommendations
  • Tailored to meet the requirements of your public sector organisation

Pricing

£975 a unit a month

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 jemma@scalefactory.com. 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 7 8 7 5 8 7 7 2 5 9 0 6 5

Contact

The Scale Factory Jemma Bolland
Telephone: 020 3095 7609
Email: jemma@scalefactory.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
Security incident management

Ongoing support

Ongoing support service
Yes
Types of service supported
Buyer hosting or software
How the support service works
We provide access to our support team via Slack, email, and phone on a 24x7 basis for incident response, security issues, production outages, and disaster recovery activities. With our proactive support and rapid response times, you can ensure the continuity and resilience of your critical systems and services. Some amount of support is usually included at the end of our delivery projects, and you can opt to extend this.

Service scope

Service constraints
The Scale Factory is a remote-first organisation. We deliver all services remotely as standard, collaborating using tools like Slack, Zoom, and Miro. We’re happy to attend in person for project kickoffs, design workshops, and other activities where high bandwidth collaboration or team bonding is important. Day to day delivery or engineering work will usually not be delivered on your premises.

User support

Email or online ticketing support
Email or online ticketing
Support response times
The Scale Factory will use reasonable endeavours to respond to requests for support within 1 business hour.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Users access support via Slack, who document their accessibility approach at https://slack.com/intl/en-gb/accessibility
Web chat accessibility testing
N/a
Support levels
Our support is delivered on a “third line” or escalation basis. We don’t take operational responsibility for customers’ platforms (our customers remain responsible for their own uptime and SLAs to their own users). We provide access to our AWS experts on an escalation basis to help customers’ teams troubleshoot and resolve incidents.

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
AWS

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
08/08/2023
What the ISO/IEC 27001 doesn’t cover
None
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

  • Equal opportunity
  • Wellbeing

Equal opportunity

We’ve built a comprehensive career ladder for our employees, making it very clear what expectations we have at each level of employment. Our salary model is tied directly to that career ladder, to promote fairness of remuneration across the company: people doing equivalent work are compensated at the same level. When internal promotions are available, we run an application process. Training opportunities are made available equitably.

We’ve worked to eliminate gender coded language from our job ads, and where possible we try to ensure our hiring panels include individuals from underrepresented groups, particularly where the candidate themselves is from such a group.

Wellbeing

Scale Factory staff have access to a group Vitality health insurance plan promoting physical health and fitness, as well as an Employee Assistance Plan offering counselling and other mental health support.

Every employee has a regular one-to-one relationship with a line manager who’s looking out for their wellbeing, and we’ve trained a number of people as Mental Health First Aiders to respond to any mental health challenges.

Although our workforce works primarily from their own homes, we provide each employee with a fund to cover the costs of devices and furniture to set up an ergonomic workstation.

Pricing

Price
£975 a unit a month
Discount for educational organisations
No

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 jemma@scalefactory.com. Tell them what format you need. It will help if you say what assistive technology you use.